Refund & Returns Policy
Last updated: 19 September 2026
At Vehicle Installers, we aim to provide high-quality products, professional installations and commercial vehicle services.
This policy explains how cancellations, returns and refunds are handled. Nothing in this policy affects your statutory consumer rights.
1. Supply-Only Product Orders
If you are a consumer purchasing online, you normally have the right to change your mind and cancel your order within 14 days of receiving the goods, subject to applicable exceptions.
After notifying us that you wish to cancel, you normally have a further 14 days to return the goods.
Returned products should be:
- Complete and appropriately packaged.
- Returned with supplied accessories and components.
- In a condition that allows us to assess the product.
- Accompanied by your order details or other proof of purchase.
You may inspect and handle a product as you reasonably would in a shop. We may be entitled to reduce a refund where handling beyond what is reasonably necessary has reduced the value of the product. GOV.UK
Unless the product is faulty, incorrect or otherwise our responsibility, you will normally be responsible for the direct cost of returning it.
Where the statutory cancellation right applies, we will also refund the cost of our standard delivery option. Additional delivery costs resulting from choosing a more expensive delivery method are not necessarily refundable. GOV.UK
2. Faulty, Damaged or Incorrect Products
If a product arrives damaged, is faulty, is not as described or is not fit for its intended purpose, please contact us as soon as reasonably possible.
Please provide where available:
- Your order number.
- A description of the problem.
- Photographs or video showing the issue.
Depending on the circumstances and your legal rights, the appropriate remedy may include a refund, repair, replacement or price reduction.
Consumer statutory rights apply independently of any manufacturer’s warranty. GOV.UK
Damage resulting from misuse, accidental damage or unauthorised modification is not treated as an inherent product fault, although this does not limit any statutory rights that may otherwise apply.
3. Supply & Professional Installation Orders
Where Vehicle Installers supplies equipment together with professional installation, your order may include both goods and services.
If there is a problem with an installation, please contact us promptly and give us a reasonable opportunity to inspect the vehicle and investigate the issue.
Where installation work has not been carried out with reasonable care and skill or does not conform to what was agreed, you may have statutory remedies. Consumer services are required to be carried out with reasonable care and skill. GOV.UK
A request for a refund will therefore be considered according to the circumstances, the nature of the goods and services supplied and your statutory rights.
4. Cancelling Installation Appointments
If you need to rearrange or cancel an installation appointment, please contact us as early as possible.
Where possible, we ask for at least 24 hours’ notice.
Late cancellations or missed appointments may result in a reasonable charge where Vehicle Installers has incurred genuine costs or losses, such as installer time or travel.
Any cancellation charge will be proportionate to the circumstances and applicable law. Consumer cancellation terms and charges must be fair and should reflect actual losses rather than operate as an excessive penalty. GOV.UK
5. Cancelling Before Installation Has Started
If your order includes installation or another service and you wish to cancel before work begins, please contact us immediately.
Your cancellation rights will depend on how and where the contract was entered into, whether goods have been specially ordered or made for you, and whether you asked us to begin providing services during a statutory cancellation period.
Where applicable, these rights will be handled in accordance with UK consumer law.
6. Bespoke, Custom and Special-Order Products
Certain goods may be exempt from the normal change-of-mind cancellation right, including products made to the customer’s specification or clearly personalised. GOV.UK
This may apply to certain bespoke or custom-made components produced specifically for a customer’s vehicle or project.
A product being described merely as a “special order” does not automatically remove statutory cancellation rights, so I would not use the current blanket wording that all special-order items are non-returnable.
Faulty custom or personalised products remain subject to applicable statutory rights.
7. Installed Products
Once a product has been installed, the normal change-of-mind return process may not apply in the same way as it would to an unused supply-only product.
This does not affect your rights where the product is faulty, incorrectly supplied or where installation services have not been performed with reasonable care and skill.
Please contact us so that we can inspect and determine the appropriate remedy.
8. Warranty
Many products supplied by Vehicle Installers include a manufacturer’s warranty.
Warranty periods and conditions vary by product and manufacturer.
A manufacturer’s warranty is in addition to, and does not replace, your statutory rights. GOV.UK
Warranty claims may not cover problems resulting from matters such as misuse, accidental damage, unauthorised modification or incorrect third-party installation, depending on the applicable warranty terms.
9. Commercial Vehicle Conversions & Bespoke Projects
Commercial vehicle conversions and bespoke builds may involve custom components, specially ordered equipment and work carried out specifically for an individual vehicle.
Cancellation and refund arrangements for these projects may therefore differ from ordinary supply-only ecommerce orders.
Any project-specific deposits, staged payments, cancellation arrangements or bespoke-order terms will be communicated as part of the quotation or project agreement.
For consumers, any such terms remain subject to applicable consumer law and must be fair. GOV.UK
This section will become particularly useful as you start taking deposits on larger van conversions.
10. Refunds
Where a refund is due, it will normally be made using the original payment method unless otherwise agreed or required.
For statutory cancellations of online goods, the applicable legal refund deadlines will be followed. For example, where goods are returned following exercise of the cancellation right, refunds are generally due within 14 days of receiving the goods back or receiving evidence that they have been returned, whichever is earlier. GOV.UK
Bank or payment-provider processing times may mean it takes additional time for a refund to appear in your account after it has been issued.
11. Business Customers
Some consumer cancellation rights described above apply specifically to individuals acting wholly or mainly outside their trade, business, craft or profession.
Orders placed by businesses may therefore be subject to different contractual terms.
Any separate commercial quotation, project agreement or contract agreed with a business customer may contain additional terms relevant to that project, subject to applicable law.
12. Contact Vehicle Installers
For cancellations, returns, refunds or product/installation problems, contact:
Vehicle Installers
Email: support@vehicleinstallers.co.uk
Telephone: 01904 373221
Website: vehicleinstallers.co.uk
Please include your order number, vehicle registration or quotation/project reference where applicable.