Refund and Returns Policy:

At Caravan Spares Direct, we are committed to providing our valued customers with high-quality products. In the unlikely event that you receive faulty goods, we apologize for any inconvenience caused. This Refund and Returns Policy outlines the procedures and guidelines for returning faulty goods and obtaining a refund or replacement, while also acknowledging your rights under the Distance Selling Act.

1. Faulty Goods

1.1 Definition: Faulty goods refer to products that are defective or damaged, making them unfit for their intended purpose or significantly deviating from their description.

1.2 Inspection: We conduct thorough quality checks on all products before they are dispatched to ensure they meet our stringent standards. However, if you receive faulty goods, please follow the procedures outlined below.

2. Your Rights

2.1 Consumer Rights: Your rights as a consumer are protected under the Consumer Rights Act 2015 and the Distance Selling Act. These rights provide you with certain guarantees when purchasing goods remotely, including online or over the phone.

2.2 Distance Selling Act: Under the Distance Selling Act, you have the right to cancel your order and return the goods within 14 days from the date of receipt. This right applies when purchasing goods remotely, without face-to-face contact, and includes online, telephone, or mail order purchases.

2.3 Statutory Rights: Our refund and returns policy does not affect your statutory rights as a consumer under the Consumer Rights Act 2015 and other applicable legislation.

2.4 Time Limit: You have the right to return faulty goods within a reasonable time after discovering the fault. Please note that the time limit may vary depending on the nature of the product and the fault.

2.5 Proof of Purchase: To exercise your rights, you must provide proof of purchase, such as the original receipt, order number, or any other relevant documentation.

3. Returns Procedure

3.1 Notification: If you receive faulty goods, please notify us as soon as possible. You can contact our Customer Support team via email, phone, or through our website. Provide us with details of the fault, including supporting photographs if applicable.

3.2 Return Authorisation: Upon receiving your notification, we will assess the fault and, if deemed necessary, provide you with a Return Authorisation (RA) number. This number must be clearly marked on the returned package.

3.3 Packaging: Please ensure the faulty goods are securely packaged to prevent any damage during transit. Include all original accessories, manuals, and packaging materials, if possible.

3.4 Return Shipping: We will provide instructions on where to send the faulty goods. You are responsible for arranging and covering the cost of the return shipping, unless otherwise agreed upon by Caravan Spares Direct.

4. Assessment and Resolution

4.1 Evaluation: Once we receive the returned goods, our technical team will conduct a thorough assessment to verify the reported fault. This process may take a reasonable amount of time.

4.2 Refund or Replacement: If the fault is confirmed, you will be eligible for either a refund or a replacement, as per your preference. We will make every effort to expedite this process.

4.3 Refund Process: If you choose a refund, we will credit the original payment method used for the purchase. Please allow a reasonable period for the refund to be processed and reflected in your account.

4.4 Replacement Process: If you opt for a replacement, we will arrange for a new product to be sent to you at no additional cost. In some cases, due to product availability, we may offer an alternative product of equal or greater value.

5. Exclusions

5.1 Damages: This policy does not cover damages caused by misuse, accidental damage, neglect, or normal wear and tear.

5.2 Non-Faulty Returns: For non-faulty returns, please refer to your rights under the Distance Selling Act below.

6. Distance Selling Act Rights

6.1 Cancellation Period: Under the Distance Selling Act, you have the right to cancel your order and return the goods within 14 days from the date of receipt. This applies when purchasing goods remotely, without face-to-face contact, such as online, telephone, or mail order purchases.

6.2 Refund of Purchase Price: If you exercise your right to cancel within the specified timeframe, we will provide a refund for the purchase price of the goods. This includes the standard delivery cost you initially paid, but it does not cover any additional costs resulting from choosing an expedited delivery method.

6.3 Return Shipping: When cancelling your order under the Distance Selling Act, you are responsible for arranging and covering the cost of the return shipping. We recommend using a reputable courier service with tracking capabilities to ensure the safe return of the goods.

6.4 Return Condition: The goods must be returned in their original condition, unused, and with all packaging and accessories intact. We reserve the right to refuse a refund or charge a restocking fee if the returned goods are damaged or not in the original condition.

7. Contact Us

If you have any further questions or require assistance regarding our refund and returns policy for faulty goods, or your rights under the Distance Selling Act, please contact our Customer Support team. We are here to help and ensure your satisfaction.

Sales@caravanspares-direct.co.uk

Please note that this Refund and Returns Policy is subject to change without prior notice. It is advisable to check our website for the most up-to-date version.