RETURNS POLICY
At Zaustworx, we aim to provide accurate product descriptions, clear fitment information and a straightforward returns process. Many of our exhaust products are manufactured to order. We therefore encourage customers to check product specifications and vehicle compatibility carefully before purchasing.
This policy explains how cancellations, returns and refunds are handled. Nothing in this policy affects your statutory consumer rights.
ORDER CANCELLATIONS
If you need to cancel an order before dispatch, please contact us as soon as possible at zaustworx@gmail.com, quoting your order number.
Many Zaustworx products are manufactured following receipt of an order. Once production has started, cancellation can result in wasted materials, manufacturing time and additional costs. However, for standard catalogue products purchased by UK consumers, the statutory right to cancel remains applicable even when manufacturing has begun.
For products genuinely made to a customer’s individual specifications or clearly personalised, statutory change-of-mind cancellation rights may not apply. Cancellation of these orders will be considered individually. Where production has started, we may retain reasonable costs already incurred, subject to applicable law and the terms agreed when ordering.
We recommend contacting us immediately if you wish to cancel an order.
14-DAY CANCELLATIONS AND RETURNS
UK consumers purchasing eligible products online have the right to cancel their order within 14 days of receiving the goods, without giving a reason.
To exercise this right:
1. Notify us by email or letter within 14 days of receiving your order.
2. Include your order number and details of the products being returned.
3. Return the goods within a further 14 days of notifying us of your cancellation.
Please email zaustworx@gmail.com to notify us of your return.
Customers may use the cancellation form at the bottom of this policy, although using the form is not compulsory.
PRODUCT CONDITION
Customers may inspect goods to establish their nature, characteristics and suitability, as they reasonably would in a shop.
We ask that returned products are handled carefully and, wherever possible, returned in their original packaging.
As our products include exhaust components, please check dimensions, vehicle compatibility and fitment information before attempting installation.
Fitting, cutting, welding, modifying or using a product may reduce its resale value.
Where handling goes beyond what is reasonably necessary to inspect the product, we may make a deduction from the refund to reflect any reduction in value, as permitted by law.
This does not affect your rights when returning a faulty or incorrectly described product.
RETURN PACKAGING
Please package returned products securely to minimise the risk of damage during transport.
Where possible, include your delivery note or order number so that we can identify and process your return efficiently.
If a product is damaged during its return, we will assess the circumstances and any applicable legal rights before determining the appropriate refund.
RETURN POSTAGE AND REFUNDS
For change-of-mind cancellations, customers are responsible for the direct cost of returning goods, unless otherwise agreed or required by law.
We recommend using a tracked and appropriately insured delivery service, particularly for higher-value exhaust components.
For eligible statutory cancellations, we will refund: –
The price paid for the returned goods, subject to any lawful deduction for diminished value. – The original standard delivery charge where required by law.
Where a customer selected an enhanced or more expensive delivery service, we are only required to refund up to the cost of the least expensive standard delivery option applicable to the order.
Refunds will be made using the original payment method, unless otherwise agreed.
Where goods are being returned following cancellation, refunds will be processed without undue delay and within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever occurs first.
No restocking fee will apply to the exercise of statutory cancellation rights.
MADE-TO-ORDER AND PERSONALISED PRODUCTS
Many products sold by Zaustworx are manufactured after an order has been placed.
Manufacturing a standard catalogue product to order does not automatically remove a consumer’s statutory cancellation rights.
However, products genuinely manufactured to a customer’s individual specifications or clearly personalised may be excluded from the normal 14-day change-of-mind cancellation period.
Where an exclusion applies, this will be made clear before purchase.
Products that are faulty, incorrectly described or otherwise fail to meet statutory requirements remain subject to applicable consumer rights.
RESTOCKING FEES AND RETURNS OUTSIDE THE STATUTORY PERIOD
As many of our products are manufactured to order, returned items may remain in stock for an extended period before they can be resold.
This creates additional manufacturing, handling and storage costs.
To help control these costs, some returns may be liable to a restocking fee of up to 20%.
Such fees may apply to discretionary returns accepted outside the statutory cancellation period, or to business-to-business returns where the applicable terms permit them.
Any restocking fee will be explained and agreed before a discretionary return is accepted.
Restocking fees will not apply where doing so would interfere with a customer’s statutory cancellation rights or their legal remedies for faulty or incorrectly described goods.
CLEARANCE, DISCOUNTED AND SECONDHAND PRODUCTS
Some products may be offered at reduced prices due to clearance, age, condition, cosmetic imperfections or other reasons.
Where products have known defects or damage, these will be identified in the product description before purchase.
Customers cannot claim that a product is unsatisfactory solely because of a specific defect that was clearly disclosed before ordering.
However, clearance, discounted and secondhand products remain subject to applicable statutory consumer rights.
Eligible online purchases also retain the normal statutory cancellation rights unless a specific legal exemption applies. Any other faults or problems not disclosed before purchase will be assessed in accordance with applicable consumer law.
FAULTY OR INCORRECTLY DESCRIBED PRODUCTS
If you receive a product that is faulty, damaged or does not match its description, please contact us as soon as reasonably possible.
Email zaustworx@gmail.com with your order number and a description of the problem.
Photographs can help us assess the issue and resolve it more quickly, although they are not a condition of exercising statutory rights.
Under the Consumer Rights Act 2015, eligible consumers have rights to remedies for goods that are faulty, not as described or otherwise fail to meet statutory requirements.
These rights may include rejection and a refund within the statutory short-term rejection period, or repair, replacement, a price reduction or refund in other circumstances.
Where we are legally responsible for a fault, we will cover reasonable return costs or arrange a suitable collection.
These rights are separate from the 14-day change-of-mind cancellation period and are not limited by the condition or restocking-fee provisions in this policy.
INCORRECT PRODUCT SELECTION OR FITMENT
We provide vehicle, engine, size and fitment information within our product listings to help customers select the correct components.
Please check these details before ordering, particularly when purchasing vehicle-specific exhaust parts.
If a product is correctly supplied in accordance with its description but the customer has ordered an unsuitable part, this does not automatically make the product faulty.
Eligible UK consumer purchases may still be cancelled under the statutory 14-day cancellation process.
Where the statutory cancellation period has expired, returns for incorrect selection will be considered at our discretion. Any agreed restocking fee will be confirmed before the return is accepted.
If a product has been incorrectly described or does not meet a fitment specification that we provided, your statutory rights remain unaffected.
NON-RECEIPT OF ITEMS
If your order has not arrived by the estimated delivery date, please contact us as soon as possible.
We request that customers notify us within seven days of the estimated delivery date where practical, as this helps us investigate missing parcels promptly.
We will contact the relevant courier and arrange an investigation into the missing shipment.
Courier investigations may take several working days, depending on the carrier and circumstances.
This requested notification period does not limit your statutory rights where goods have not been delivered.
We remain responsible for delivery in accordance with applicable consumer law.
ITEMS DAMAGED IN TRANSIT
If your parcel arrives with visible damage to its packaging, please inform the delivery driver where possible.
We recommend photographing any damaged packaging before opening the parcel and checking its contents.
If the product itself is damaged, please contact us promptly at zaustworx@gmail.com, providing your order number and details of the damage.
Photographs of the damaged item and packaging will help us raise a claim with the courier and arrange an appropriate resolution.
Your statutory rights are not affected if you are unable to inspect the parcel or record the damage at the time of delivery.
TRADE AND BUSINESS ORDERS
Orders placed wholly or mainly for business purposes are subject to the applicable trade terms and any individually agreed arrangements.
Business customers do not automatically benefit from the statutory 14-day consumer cancellation period.
Returns of non-faulty products purchased for business use are subject to prior agreement with Zaustworx.
Where a discretionary trade return is accepted, a restocking fee of up to 20% may apply, provided this forms part of the agreed terms.
Any applicable contractual or statutory rights relating to faulty goods remain unaffected.
INTERNATIONAL RETURNS
For orders delivered outside the United Kingdom, cancellation and return rights may vary according to the country of delivery and the laws applicable to the purchase.
Please contact us before arranging an international return so that we can confirm the appropriate process.
Nothing in this policy excludes mandatory consumer protections that apply to your order.
RETURN ADDRESS
Please send authorised or eligible returns to:
Zaustworx Limited
Unit 1 Kitchens Garage
Trafalgar Street
Burnley
Lancashire
BB11 1TQ
United Kingdom
Email: zaustworx@gmail.com
Telephone: 01282 414902
Please include your order number and contact details with the returned products.
CANCELLATION FORM
Customers may use the following form to notify us of their decision to cancel an eligible order. You may also cancel by sending us a clear statement by email or letter.
To: Zaustworx Limited, Unit 1 Kitchens Garage, Trafalgar Street, Burnley, Lancashire, BB11 1TQ Email: zaustworx@gmail.com
I hereby give notice that I cancel my contract of sale for the following goods:
Products:
Order number:
Date ordered:
Date received:
Customer name:
Customer address:
Date of cancellation:
YOUR STATUTORY RIGHTS
This returns policy does not exclude, restrict or replace any rights provided under applicable consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.