TrustPilot Rating 4.5 ★★★★☆ - EXCELLENT - Read our 809+ Reviews

Warranty, Returns & Cancellations

Quick Link > Warranty // Returns // Cancellations // Delivery Issues & Claims

If you would like to know the delivery timescale of an item, Please contact our support team via the support inbox. Some items are Made to order and some are also Shipped direct from supplier which can add delays to the order. For up to date accurate information please get in touch to avoid the fees detailed below

Our shipping timescales Policy can be found Here

Definitions:

Made to order: This can be an item that is readily available and not custom, but not kept in stock or held on the shelf as a stock item and made specifically for your order.

Warranty

At CEUK we pride ourselves on not only our service, but our products! 

We believe in everything that we offer and know that you will be satisfied with your purchase.

However, We also understand that sometimes an issue can occur! At CEUK, we have a saying: "Get it right, or Put it right!"

Because of this very fact at CEUK we offer 12 months warranty on every item.

If you experience any problems with a CEUK product that you have purchased, all you have to do is simply contact our online support team via Email - The address is Support@ceuk.org

Upon receipt of your message, our warranty team will investigate the issue at hand, This may include the following:

-Photo of the actual unit itself, removed from the vehicle. 

-Video / Photo of the guilty product not working in the car

-Questions to gather our own interpretation of what has happened to the product

-We may ask you to complete a few tasks to test the item to gather whether it is faulty item or another issue.

-CEUK May ask you to return the item for us to run our own tests and determine the fault prior to repair/replacement. If upon the item being returned we find a fault, we will reimburse you the customer for the return postage. If no faults are found, we will not reimburse you for the return postage and you may be charged to have the item returned to yourself.

The list above is an example of what we may ask. This is not to get out of the warranty, but more to ensure that a warranty replacement is required, as more often than not we can resolve the issue by a few simple adjustments and tests.

CEUK may ask you to return the damaged / faulty item to us so we can look at rectifying any future issues!

CEUK Warranty only applies to the original purchaser and is none transferable. EG: If you purchase a CEUK Product second hand from a CEUK Customer, the warranty expires at the transfer of ownership.

Changes, Modifications & further damage caused to items by your own doing are not covered under warranty. Please do not attempt to repair or change an item from its delivered state as this will void warranty! 

Repeat Warranty: Should an item fail and be replaced within its guarantee period, then the replacement fail again this is still covered under warranty. However, The warranty period does not start again, it starts from the date of the original purchase!

Example: You purchase on the 1st January 2020 and have a 1 year warranty ending on the 31st December 2020. Item fails on the 16th June 2020 and still has 6 months warranty remaining, the replacement that is issued has warranty but the guarantee still expires on the 31st December 2020. 

**Please Note**

As per our terms and conditions, CEUK reserves the right to refuse to provide warranty to our customers if we feel it is not appropriate to do so. We will not make this decision lightly and our reasoning for declining a warranty replacement will be detailed to the affected customer.

Customers who take to social media & leave negative reviews to slander CEUK products and reputation may not be eligible for a warranty claim, especially where the opportunity to resolve the issue was not first allowed.

Fitting Costs:

Unfortunately CEUK can not be held liable or expected to refund any fitting or installation costs of parts which have developed a fault. Under the laws of distance selling our warranty expectations lie solely with the product at hand, and if a fault is evidenced and accepted under the warranty policy this item may be refunded / replaced, but any subsequent labour costs are not covered under the warranty policy!

In House Fitting:

Any issues which arise or are claimed to arise as a result of installation at CEUK must be brought back to CEUK for rectification. CEUK will not cover the costs of labour or any other costs as a result of a customer taking the vehicle elsewhere to be viewed. Any claims of losses due to a customer taking a vehicle elsewhere are not covered under this policy!

The vehicle MUST be brought to CEUK in the light of any suspected issues, and if a fault or issue is found, then CEUK MAY reimburse the customer!

By purchasing from and / or arranging a booking at CEUK you agree fully to the above warranty guidelines!

_________________________________________________________

Returns

Please note: Some brands have their own specific return policies in place which are reflected in our policies below - Please ensure you check this!

 (R1.1) Should you change your mind, or no longer require the item you have purchased within the first 28 days of receiving the goods; You can return your item to us for a refund or exchange. You must notify CEUK within 14 days of purchase that you wish to return it. Once we have been notified, you have a further 14 days - or upto 28 days from date of purchase for the goods to be back in our possession!

If the item does not arrive straight away: We must be notified of your intent to return - and have the items back in our possession within 14 days of the goods being delivered to yourself!

Request for a return after 14 days, or goods received back after 28 days will not be accepted - As per Section 22 Sub Section 3 of the consumer rights act 2015

Please note: The item you are returning must not have been installed or used in any way. Damaged, marked or removed packaging may result in a refund being refused or deductions from the refund being made. The item must be returned to CEUK in the manner it was sent. Duck/Duct tape must not be used what so ever!

Further: Items which are delivered in a clear seal around their packaging with a sticker stating "None returnable once seal removed" can not be returned if the item has been removed from this seal. This only applies to electrical items such as Lighting products etc as per distance selling regulations.

(R1.2) Please Note: Returns may be subject to a restocking fee of 5-10% (With a minimum of £15) - This will be deducted from your refund upon receipt of the returned items. CEUK will not cover the shipping cost of the returned item nor will we refund the shipping from CEUK to yourself as this was a service which was provided, and can not be returned!

The re-stocking fee is calculated as follows. Total Sale Value, Minus Shipping costs, Minus any discounts used, Minus 5-10% (or £15) = amount refunded

Some Vendors may enforce their own Re Stocking fee which differs to the above, For example Maxton Design in some cases levy upto 20% or a Minimum of £15

CEUK will not charge a Re-Stocking Fee on our own branded items (Car Enhancements UK / Enhanced Performance) provided the item does not require re packaging.

Why is a re-stocking fee charged? Unfortunately some Manufacturers and suppliers impose a re stocking fee, this cost is only passed on by CEUK and not actually charged by ourselves, CEUK makes ZERO profit from a restocking charge and we will waiver it where we can

(R1.3 ) We may in some cases opt to waive the restocking fee - However this decision will be made by our returns team upon receipt of the return. Please be advised that if we waive the fee once as a goodwill gesture this does not guarantee future waivers and this is a goodwill gesture from CEUK.

(R1.4) Any third party items (Such as Milltek, Scorpion, Cobra, Maxton Design etc) MUST be returned to us in their original packaging. We will refuse return of items that are not returned to us in their original box and/or packaging! This also applies if the Box / packaging is damaged to the point where it can not be sent out looking like a "Brand New" item! 

The general rule of thumb is that the next customer to receive this item must be satisfied it is brand new and un-used.

(R1.5) Simply contact our support team to arrange a return and we can get proceedings underway,

Shipping costs for a return is at the cost to the customer!

(R1.6) CEUK can in no way reimburse you for return postage, further to this; if a refund is granted it will only be for the amount of the product, and not the outbound postage costs.

(R1.7) Returns where this is as a result of an item arriving damaged or faulty - CEUK must be notified within 24 hours of delivery. If you believe the item is used, damaged or faulty and do not notify us within 24 hours, a claim may be invalid.

If you install an item that is damaged, this then waives the right to return. All items should be inspected thoroughly for damage and / or marks prior to install, as this makes it black and white as to whether the damage occurred during transit or once installed! If you choose to install a damaged item without inspecting it first then unfortunately this waives any return as we can not prove otherwise. It is important to check every delivered item thoroughly!

(R1.8) Where the Re-Stocking Fee is waivered - the payment providers may still make a deduction from your refund, information of this is detailed below in the cancellation section!

(R1.9) Any Glass lighting from CEUK, such as Halogen, HID, BiXenon or similar can not be returned. Unfortunately if the glass gets contaminated with dust or finger prints their lifespan is reduced by almost 95%, Once received these can not be returned! An exemption can be made on the occasion where the item has a clear film protective packaging around its outter - provided this has not been removed we can honour a return.

(R1.10) Any item that has is sealed, with a sticker stating "No Return If Seal Removed" is none returnable once said seal is removed.

(R1.11) If you return an item for a refund or exchange, and the item arrives back to us damaged in any way then unfortunately we will be unable to process this as a return for a refund or exchange. In Such cases, CEUK will provide you with the evidence required to submit a claim with the courier you used to return the item. (Such as photos of the damage etc)

As your return courier is contracted with yourself, CEUK will in no way be able to act on your behalf with a claim and this must be carried out wholely and entirely by yourself. If the courier wishes to visit our site to inspect or collect damaged goods, this can be arranged.

Maxton Design Specific Return Policies:

Returns

Original condition - We must make sure a product is in its original condition before it can be returned to us. If the protective film is removed it will void a return. Similarly, all of our products have holographic verification stickers, if this is removed, we cannot accept a return either.

Fitting kits / Manuals – If a customer returns a product and it does not include a fitting kit or manual, Maxton deduct a £10 fee. There is a £10 fee because if a customer wishes to purchase a kit from us, this is how much it will cost.

Packaging - Items not sent back in their original undamaged Maxton Design Box may be refused

_________________________________________________________

Cancelling an order prior to dispatch!

(C1.1) Should you wish to cancel an order prior to dispatch you will be eligible for a refund in line with the below cancellation policies.

(C1.2) Contact our support team at support@ceuk.org with your order reference, the item(s) you wish to cancel as well as the cancellation reason.

(C1.3) If the item is a made to order item, you will not be able to cancel the order if it has already begun processing. We will do all we can to stop the order but if this can not be done, some charges may occur.

(C1.4) Request for cancellation must be made within 24 hours of the order being placed, and in some cases the order may have already shipped at this point!,

If the item is delayed, in production or made to order, Any request for cancellation may not be actioned, as per the Consumer rights act.

(C1.5) Those whom are notified of a delay to an order and choose to either continue to wait, or do not respond to the notification within 24 hours the order will be processed as normal. By Agreeing to wait for the item(s) on the order this waives your right to cancellation subject to the Consumer Rights Act.

Charges incurred from Cancelling an order:

(C1.6) As per the CMA Guidelines issued by the UK Government (https://www.gov.uk/government/publications/cancelling-goods-or-services-guide-for-consumers/cancelling-goods-or-services) Consumer Law states that as a business, Certain losses ascertained as a result of an order cancelled by a customer due to their own change of mind or circumstances can be retained by the business in the form of a "Cancellation Fee" - This is to recover losses incurred in the form of fee's or administration! We will only pass on the fee's below on orders where you choose to cancel an order. If CEUK cancel your order ourselves, we will swallow the charges below. Please note, CEUK does not profit a single penny from any of the below!

The calculation of the fee is as follows:

%XX Incurred from Payment Provider (Mastercard / Visa / Paypal etc) + %YY Incurred from Payment Gateway (Our Provider) + %1 Administration / Staff Charge

PayPal Example: If your order totalled £500 and you paid by PayPal, The fee from Paypal is £9.80 (1.9% + £0.30) - The fee from the payment gateway is £5 (1%) and the Admin charge is £5 (1%) - total deduction of £19.80

Card Example: If your order totalled £500 and you paid by Card, The fee from Card Provider is £9.70 (1.9% + £0.20) - The fee from the payment gateway is £5 (1%) and the Admin charge is £5 (1%) - total deduction of £19.70

 

Why is this charged? 

As of 5th March 2020, PayPal no longer refunded fee's to the seller in the event of a refund. As a result, when CEUK refund your cancelled order, the Fee's charged from both PayPal and the Payment Gateway are lost by CEUK!

This has always been the case with debit & credit card providers.

When is this not charged?

Deductions are not made from refunds in the form of the "CEUK Admin Fee" when the refund is as a result of warranty issues, or If the cancellation is requested within 24 working hours of the order being placed, CEUK will waiver the 1% Admin / Staff charge.

Unfortunately the Transaction fee charged by the payment issuer / Card provider is unwaiverable as this is not charged by CEUK and thus completely out of our hands.

Why am i paying an Admin / Staffing charge?

As a result of your cancellation, Our team will need to take action to cancel your order, whether this is as simple as pulling the order from our own production schedule, or more intense where it involves contacting suppliers to ensure that the order is stopped. This unfortunately incurs a cost to the business and as that cost is incurred due to a change of mind from the customer, British consumer law allows for charge providing it falls within a genuine estimate of the businesses direct loss!

What if i paid by Finance?:

As per section 66a of the consumer credit act 1974, a customer who used finance as a method of payment has the right to fully withdraw from a finance agreement without charge and cancel their order within 14 days from the order date (Cooling off period).

Customers who cancel within this 14 day cooling off period and the item has not been dispatched will receive a full refund with zero deductions.

If the item has already been shipped to the customer, in order for the cancellation to take place the item(s) would need to be returned by the customer to CEUK and we would require notification of intent to return the goods before the 14th day of the finance being agreed.

Unfortunately, after the 14 day cooling off period has passed, a finance agreement / order can not be cancelled and to exit the agreement a settlement figure must be agreed with the finance provider.

CEUK Would be unable to cancel the order after the 14 day cooling off period has passed, in cases of a "Made to order" and / or "Bespoke" item.

References for this policy:

Consumer rights act 2015 > https://www.legislation.gov.uk/ukpga/2015/15/contents/enacted

CMA Cancelling of goods and services > https://www.gov.uk/government/publications/cancelling-goods-or-services-guide-for-consumers/cancelling-goods-or-services

Distance Selling Guidelines > https://www.gov.uk/accepting-returns-and-giving-refunds

Which - Cancelling of an online order > https://www.which.co.uk/consumer-rights/advice/how-do-i-cancel-an-online-order-ah8tt8e97qxi

Consumer credit act 1974 - section 66a > https://www.legislation.gov.uk/ukpga/1974/39/section/66A#:~:text=(1)The%20debtor%20under%20a,in%20accordance%20with%20this%20section

_________________________________________________________

Delivery Issues & Claims

None Delivery Of An Item:

(D1.1)Definition: The definition of a none delivery would be the following issues.

  • Item(s) lost in transit, as advised and confirmed by the courier.
  • Tracking shows as item(s) delivered, but no such delivery has been made
  • Item(s) missing from package, with some items arriving and not others.

(D1.2) "Item(s) lost in transit, as advised and confirmed by the courier"

If your parcel(s) goes missing in transit with the courier, whereby the tracking hasn't updated for a substantial amount of time, or it shows as unable to deliver then this would be the responsibility of CEUK to resolve. In order to do so, we would need to contact the courier and arrange a depot search or a claim / case. 

Most couriers will respond to a case within 2-4 working days, with some couriers taking a little longer. This can also be heightened during busy periods such as sale season and holidays, and even more so for overseas customers.

Under no circumstances will CEUK re-send a package before a case has been resolved by the courier. This is because if the courier locate the package they will re attempt to send to the receiver.

Once the courier confirms the claim / case and approves, we will then look to re send the package to you.

(D1.3) "Tracking shows as item(s) delivered, but no such delivery has been made"

If the tracking shows that your package has been delivered, but you dont beleive this to be true, there are some cases where we can raise a claim with the carrier. For instances, if no signature or photo of delivery has been provided.

If the courier has provided a photograph of the delivery and we can match the location on the courier photograph with an image of your property then we are unable to raise a claim. In these cases, you would need to check with a neighbour. 

If you beleive your package was stolen then you would need to report this as a crime to the police and unfortunately the courier will not proceed with a claim in these instances.

CEUK will not, under any circumstances what so ever; proceed with a claim, re send a package or offer a refund to any customer who has their property blurred out on google maps! This makes it extremely difficult to identify a parcel loss and by doing so you waiver the right to raise a claim for a parcel that shows as delivered! Most couriers will also review this as an act of Fraud. This is final and will not be compromised!

Couriers, where the driver is adamant the package was definitely delivered correctly and signed for by the correct customer may send out their drivers, their management team and in some cases law enforcement to the property to chat with the resident. This is something we at CEUK will champion and encourage.

(D1.4) "Item(s) missing from package, with some items arriving and not others."

If your package arrives and you believe it has been tampered with, you must take photos prior to opening the package and we must be notified within 24 hours of the parcel being handed to yourself / delivered! If an item is missing and we are not notified within 24 hours then unfortunately we can not do anything about it!

This includes, but is not limited to: Items purchased as a gift for a special occasion such as birthdays or christmas. Items not opened until the "day of fitting"

You must open and check your package and report any problems within 24 hours!

In the process of a claim for any of the above reasons, you must not under any circumstances dispose of the item(s), the packaging or anything else received from CEUK, as couriers can often come to us many days after the fact and request further images. If a request for this is received and you can not provide it, this may hinder the claim and in some cases cause it to fail.

Login

Forgot your password?

Don't have an account yet?
Create account