• What is your return & refund policy?

    Returns


    Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

    To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

    To complete your return, we require a receipt or proof of purchase.

    There are certain situations where only partial refunds are granted (if applicable);

    • Items with obvious signs of use.
    • Any item not in its original condition is damaged or missing parts for reasons not due to our error.
    • Any item that is returned more than 14 days after delivery.

    Refunds (if applicable)

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

    If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 48 hours.

  • What courier do you use for deliveries?

    Genuine Motors uses DPD (The company operates under different names in some countries), DHL Parcel UK, DHL Express, Royal Mail

  • Will I have to pay additional duties & taxes?

    We do not collect VAT for International orders. The courier or customs office will contact you while your cargo is in transit regarding the amount of VAT to be paid for EU orders under EUR 155,00. 

    You will be liable for all import duties, customs and taxes. These will be due at the point of, or after delivery.

    Please be aware that Genuine Motors does not have any control over any duties, customs, and taxes levied by the country your order is being shipped to.  We cannot advise you what the cost will be as these charges can vary according to country.  

    Since these fees are not computed nor applied to orders by Genuine Motors, please contact your local customs office to find out more information if you are unsure of the charges.

  • How do I contact Genuine Motors?

     

    There are multiple ways you can get in touch with our customer support team.

    Submit a Query
    You can submit an online query and we will reply to you by email within 24 hours.

    If your inquiry is related to checking a part fitment or relating to querying fitment on parts you have received, please include your vehicle registration (or make/model/year) in the contact form

    Live Chat Support
    When our support team is online you can chat with them by clicking the 'Live Support' button located in the bottom right corner of this page.

    Phone Us
    You can call our support team during opening hours on 0 20 3389 7520
    Customer Support Hours

    Our website runs 24 hours a day, 365 days a year. If you contact us outside of normal working hours a member of our team will respond at the earliest opportunity. Our phone lines and support team are available during the hours below:

    Monday - Friday 09:00 - 17:00

  • How can I make sure if I purchase the correct part?

     

    If you have any concerns regarding fitting the item or parts you're looking for not found on the website please do contact our support team by providing your vehicle's details such as year, model, reg no and VIN number also a part number of the product. Our customer support will get back to you within 24 hours.