🔁 RETURN & REFUND POLICY

Genuine Motors

1. 30-DAY RETURN POLICY

We offer a 30-day return policy, meaning you have 30 days from the date your order is marked as delivered (based on tracking) to request a return.

To be eligible for a return:

• The item must be unused, uninstalled, and in the same condition that you received it
• The item must be returned in its original packaging, including all accessories and components
• You must provide a receipt or proof of purchase

We reserve the right to refuse any return that does not meet these conditions.

2. HOW TO INITIATE A RETURN

To initiate a return, you may choose one of the following methods:

Option 1: Online Return Portal (Recommended)

You can submit a return request by logging into your account:

👉 https://account.genuinemotors.co.uk/

Once logged in, select your order and follow the instructions to submit your return request.

Option 2: Contact Our Support Team

Alternatively, you can contact us directly:

📧 sales@genuinemotors.co.uk

Please include:

• Your order number
• Reason for return
• Photos (if the item is faulty, damaged, or incorrect)

Once your return request is reviewed, we will provide instructions for returning your item.

⚠️ Please do not send items back without prior approval, as this may delay processing or result in your return being rejected.

3. RETURN SHIPPING

• Customers are responsible for return shipping costs, unless the item is faulty, damaged, or incorrect
• Original shipping charges are non-refundable
• If a refund is issued, return shipping costs may be deducted where applicable

For items valued over £50, we strongly recommend:

• Using a tracked shipping service
• Purchasing shipping insurance

We do not guarantee receipt of returned items without tracking.

4. REFUNDS

Once your returned item is received and inspected:

• You will be notified via email regarding the outcome of your refund
• If approved, the refund will be issued to your original payment method

Refund Processing Time:

• Refunds are typically processed within 2–5 working days after approval
• Your bank or payment provider may take additional time to reflect the transaction

5. PARTIAL REFUNDS (IF APPLICABLE)

Partial refunds may be issued in the following circumstances:

• The item shows signs of use, installation, or damage not caused by us
• The item is returned without original packaging or missing components
• The return is made outside the 30-day return period

6. FAULTY, DAMAGED OR INCORRECT ITEMS

If you receive an item that is faulty, damaged, or incorrect:

• Please contact us within 48 hours of delivery
• Provide clear photos showing the issue

If the issue is confirmed, we will offer one of the following:

• Replacement item
• Repair (where applicable)
• Full refund

In such cases, return shipping costs will be covered by us.

7. EXCHANGES

We only offer exchanges for:

• Faulty items
• Damaged items
• Incorrect items received

If you require an exchange, please contact:

📧 sales@genuinemotors.co.uk

8. NON-RETURNABLE ITEMS

The following items are not eligible for return:

• Items that have been used, installed, or modified
• Items not in original condition or missing parts
• Items damaged due to improper use or installation
• Items returned after the 30-day return window

⚠️ Please ensure compatibility with your vehicle before purchasing.

9. ORDER CANCELLATIONS & REFUSED DELIVERIES

If you cancel your order after dispatch, or:

• Refuse delivery, or
• Fail to collect your parcel from a pickup point

Then:

• A refund will be processed once the item is returned to us
• Original shipping costs are non-refundable
• Return shipping costs may be deducted from your refund

Please note:
Returned parcels may take up to 30 days to arrive back to us.

10. FAILED DELIVERY / INCORRECT ADDRESS

If your order is returned due to:

• Incorrect or incomplete address
• Failure to collect from a pickup location

Then:

• Only the item value will be refunded
• Shipping costs are non-refundable
• Return shipping costs may be deducted

We are not responsible for delivery issues caused by incorrect information provided by the customer.

11. LATE OR MISSING REFUNDS

If you have not received your refund:

1. Check your bank account again
2. Contact your card provider (processing delays may occur)
3. Contact your bank

If you still have not received your refund, please contact:

📧 sales@genuinemotors.co.uk

12. IMPORTANT NOTICE

• All returned items are subject to inspection upon arrival
• We reserve the right to refuse or adjust refunds based on item condition
• This policy does not affect your statutory rights under UK consumer law