Refund policy
Returns, Cancellations and Refunds
Please read this before you order. We want you to be confident in your purchase, and we want you to know exactly what you get back if you change your mind.
The short version: if you cancel or return an item, you should not expect to get back every penny you paid. You pay to send goods back to us. Where you paid extra for a faster delivery service, that extra is not refunded, because we already performed that service. Outside the 14-day cancellation window, further charges apply. The detail is set out below.
1. Who this policy applies to
1.1 Section 2 applies to consumers buying at a distance, who have a statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
1.2 Section 3 applies to all other returns: returns requested after the statutory cancellation period has ended, returns we agree to as a goodwill gesture, and returns by business, trade and reseller customers, who are not consumers and have no statutory cancellation right.
1.3 Section 4 applies to faulty, damaged or incorrectly supplied goods, whoever you are.
2. Consumer cancellation within 14 days
2.1 Your right. If you are a consumer, you may cancel your order for any reason within 14 days of the day you receive the goods. You then have a further 14 days to send the goods back to us.
2.2 How to cancel. Email info@cuzracecars.com with your order number and tell us you are cancelling. Please wait for our return instructions before sending anything back.
2.3 What we refund. We refund the price you paid for the goods, plus the outbound delivery charge you paid, subject to 2.4 and 2.5 below.
2.4 Upgraded and express delivery is not fully refunded. If you chose a delivery service that costs more than our cheapest standard delivery to your address, we refund only the cost of that cheapest standard service. The extra you paid for speed or priority handling is not refunded. That premium buys a service, and by the time you cancel we have already performed it. Note that most of our items are sent on free delivery, in which case there is no outbound delivery charge to refund at all.
2.5 Reduction for handling. You may examine the goods as you would in a shop. If the value of the goods is reduced because you handled them more than was necessary to check their nature, characteristics and function, we may reduce your refund to reflect that loss in value. In practice this covers items that have been fitted, part-fitted, test-fitted to a vehicle, drilled, cut, painted, heat-cycled, bedded in, or returned marked, scratched or without their original packaging.
2.6 Return postage is yours. You pay the cost of returning the goods to us. If you ask us to arrange the return collection or label, we will, and we will deduct that cost from your refund. Please obtain proof of postage. The goods remain your responsibility until they reach us.
2.7 Timing. We refund within 14 days of receiving the goods back, or within 14 days of you giving us proof that you have sent them, whichever is earlier. We refund to the original payment method.
2.8 No restocking fee. No restocking or administration fee is charged on a valid cancellation under this section.
3. All other returns
This section applies where you are outside the 14-day consumer cancellation window, where you are a business, trade or reseller customer, or where we agree to accept a return as a goodwill gesture when we are not obliged to.
3.1 Returns are at our discretion. We are not obliged to accept these returns. Contact us first. Goods sent back without our agreement may be refused, or returned to you at your cost.
3.2 Window. Where we do agree, goods must reach us within 30 days of delivery, unused, in resaleable condition and in their original undamaged packaging.
3.3 Restocking fee. A restocking fee of 10% of the goods value applies. This covers inspection on return, restoration to saleable condition, repackaging and return to stock.
3.4 No delivery refund. Delivery charges are not refunded under this section, in either direction. You paid for a delivery service and we provided it. You also pay the cost of returning the goods to us.
3.5 Payment processing costs. Fees charged to us by our payment provider on your original transaction are not returned to us when we issue a refund. Where permitted, these are deducted from your refund. This is typically 1.5% to 3% of the order value.
3.6 Currency conversion. On international orders, currency conversion costs apply in both directions and are deducted. Your payment was converted into GBP when we received it, and your refund is converted back at our provider rate at the time of the refund, after fees. That rate is usually less favourable than the one you received when you paid.
3.7 Repackaging. Where original packaging is damaged, opened beyond what was needed to inspect the item, or discarded, a repackaging charge is applied at our reasonable cost to source packaging suitable for resale. This is in addition to the restocking fee in 3.3.
3.8 What this adds up to. Taken together, the deductions in 3.3 to 3.7 typically reduce a refund under this section by 15% to 25% of the order value, before return postage. Every one of these is an actual cost we incur, not a penalty. If you are not certain about an item, please ask us before you order rather than after.
4. Faulty, damaged or incorrect goods
4.1 If an item arrives faulty, damaged in transit, or is not what you ordered, tell us within a reasonable time of discovering it and we will put it right.
4.2 Nothing in this section costs you anything. We pay return carriage, and we refund, replace or repair in line with your legal rights. No restocking fee, repackaging charge or delivery deduction applies.
4.3 Please send photographs of the fault or damage, and of the outer packaging where the item arrived damaged, to info@cuzracecars.com along with your order number. This helps us claim against the carrier and get you sorted faster.
4.4 Damage caused by fitting, misuse, competition use, modification, or normal wear is not a fault.
5. Items we cannot take back
5.1 The following are not eligible for return under section 3, and under section 2 may have their refund reduced under 2.5:
- Items made, machined, cut or finished to your specification
- Special-order items sourced specifically for you and not part of our normal range
- Items that have been fitted, test-fitted, drilled, cut, painted or otherwise altered
- Brake pads and discs that have been bedded in or heat-cycled
- Electrical components once installed, or where packaging seals have been broken
- Fluids, sealants, paints and consumables once opened
- Items damaged during fitting or in use
5.2 Fitment is your responsibility. If you are unsure whether a part suits your vehicle, email us with your registration and specification before ordering. We are happy to confirm, and it is free to ask.
6. Stock and lead times
6.1 Many items we list are sourced to order from our suppliers and manufacturers, and are not necessarily held on our own shelves when you order. Website availability is indicative.
6.2 A normal sourcing lead time is not a fault and does not by itself entitle you to a refund outside your statutory rights. If a lead time becomes unreasonable, or we cannot supply at all, contact us and we will either agree a revised date with you or refund you in full.
7. How to start a return
Email info@cuzracecars.com with:
- Your order number
- The item you want to return
- Whether you are cancelling under section 2, or requesting a return under section 3
- Photographs, if the item is faulty or damaged
We answer email Monday to Friday. We will send you return instructions and an address. Please do not send anything back before you have those.
8. Your legal rights
8.1 Nothing in this policy removes or limits any statutory right you have that cannot be excluded by law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
8.2 Where any part of this policy conflicts with a statutory right you hold, that statutory right applies.
8.3 Cuz Race Cars is a trading name of Ashmere International Limited, a company registered in Hong Kong (CR 76315530), of Red House Farm, Southam Road, Napton, CV47 8NG, United Kingdom.
Last updated: 24 August 2026