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Returns

Want To Return Or Exchange Your Item(s)? To begin the return process, we recommend reading through the resources on this page prior to submitting your return request. Returns can be submitted using the form below, under the 'Submit Your Return' tab where you can also find guidance on the return process.

When submitting the form please ensure that all relevant details are filled out and correct, to prevent any delays during the processing of your return. 

Frequently Asked Questions

Do I Meet The Criteria For A Return/Exchange?

All returns and exchanges are processed according to our Returns Policy which states that as either a UK or EU based customer, you have the right to cancel your order within a 14 calendar day window. This period starts from the date in which you receive the items. For orders placed through our website you have a 28 day period in which you can return your items for an exchange or refund. 

Orders that are returned during the 28 day period may be susceptible to a re-stocking fee of up to 30% depending on the particular item or circumstances of the order.

I Have Received Incorrect Or Damaged Goods?

If the items you receive do not match that of your order, or arrive damaged then please get in touch to raise this issue at your earliest convenience. Issues can be raised by filling out our Contact Us form, or by calling a member of our Customer Services team on 01233 713 581 who will do their best to resolve the situation.

What Is Your Return Process?

Our returns process is outlined under the 'Submit Return' tab and split into steps. Upon completing the returns form you must print the PDF and insert the print out into your return. Any returns or exchanges that do not include these documents may cause delays to the processing of your return.

If you have issues printing or loading the PDF then please contact a member of our Customer Services team on 01233 713 581 immediately, or complete the Contact Us form explaining your issue

How Long Will It Take To Process My Exchange/Refund?

Returns and exchanges are typically processed within 7 working days of their receipt into our warehouse. To prevent delays we recommend ensuring you attach the return receipt/confirmation on the inside of your return and use an expedited courier.

Unfortunately we are unable to refund or exchange goods that fail to be delivered from your courier, so we suggest using a tracked postage method to prevent issue

Where Can I Find Your Terms And Conditions Or Delivery Policies?

Our terms and conditions can be found on our Terms page, alongside our delivery policy and further information. If you have a specific question that isn't answered on the page, please feel free to get in touch with us and we'd be happy to advise.

Return Policy

As a UK or EU customer you have 14 calendar days in which you are able to cancel your order for any reason, this period starts from the day you have received the ordered items. If you have received an incorrect part or if the order is wrong then you have a right to return these items for a replacement or a refund. All orders placed through the website are subject to a 28 day return period where the contents of an order can be returned for a full refund. These returns must be submitted either over the phone or directly through our website using our Returns Form, in accordance with the policy details listed below.

Orders that are returned during the 28 day period may be susceptible to a re-stocking fee of up to 30% depending on the particular item or circumstances of the order.

Please always attach your order number or reference when returning goods.  

Faulty Goods

Faulty goods must be returned within 28 days from the initial date of receipt. Issues must be voiced directly via phone or alternatively through a contact form here on the website, referencing your order details and the relevant issue.

Any faulty items that show signs of use or damage will be rejected and won’t be returned.
 

Made To Order Goods

Made to order products may not be returned, this includes any custom moulds that may have been created for you specifically. If the product is able to be placed back in to stock then discretion may be used to refund either in full or part, this may be discussed directly with your relevant contact.

Returning Your Item(s): UK / EU

As a UK customer we require all returns to be sent directly to us, our address is readily available and can be found on our ‘Contact Us’ page or as below. You are expected to cover all costs for the return, however discretion may be used in certain circumstances where a collection may be organised or a small concession added onto your refund figure. To submit a return request, please click here.

Please try to use original packaging that isn’t damaged or torn.

Return address:
Vital Parts Ltd
Unit 4 Palace Industrial Estate

Bircholt Road, Maidstone
Kent, ME15 9XU

 

Returning Your Item(s): Outside Of EU

If you are wanting to return your order which was placed from outside of the EU / UK then we require you to initially get in contact and explain your issue with the goods. If the reason is sufficient then you are able to return the order to our address, once we have received the goods then a refund can be organised. You shall be expected to cover all costs for the return, however discretion may be used in certain circumstances which may allow us to refund a portion of the shipping costs. Please track all international packages, this stops any issues from arising.

For further information regarding our returns policy, or to speak about returning an item, please get in contact with our team on 01233 713 581 or submit a return here
 

Submit Return

Step 1

To raise your return please fill out the form below, including as much detail as possible including the action required

Step 2

Upon completing the form a pop up window should appear, please print this document and include it with your return

Step 3

Send your items back to our address given below, making sure to include the return confirmation within the package

Step 4

Once your return arrives back into our warehouse we will take the action specified during the submission of your return

Warehouse

Vital Parts Ltd
Unit 4, Palace Industrial Estate
Bircholt Road, Maidstone
ME15 9XU

Contact us

 Customerservices@vital-parts.co.uk
   01233 713 581