Returns
Returns policy.14 days to change your mind.
Changed your mind, ordered the wrong part or received a faulty one? Here's how to return it and how refunds work.
Four steps
- 1
Tell us
Contact us within 14 days of receiving your order, by email, phone or WhatsApp, with your order number and the parts you're returning.
- 2
Pack it securely
Put the part back in its original packaging, and add a note with your order number.
- 3
Send it to us
Post it within 14 days of telling us to BTC Spares Returns, 407 Stratford Road, Birmingham, England, B11 4JZ. Use a tracked service and keep your proof of postage.
- 4
Inspection and refund
We refund you within 14 days of receiving the part, or of your proof of postage if that's sooner. We inspect every return, and may reduce the refund if a part has been used or damaged.
If you're a consumer, you can return any part for any reason within 14 days of receiving your order. Tell us first, then send it back within 14 days of telling us.
Parts should be unused, unfitted and in their original packaging. You can handle a part as you would in a shop to check it's the right one, but if it has been fitted, used or damaged, we may reduce your refund to reflect its loss in value, up to the full price.
You pay the cost of sending back a part you've changed your mind about. Use a tracked service and keep your proof of postage in case the parcel goes missing.
We'll refund the price of the part and any standard delivery charge you paid.
Ordered the wrong part? The quickest fix is to place a new order for the right one and return the original for a refund.
If a part arrives damaged, is faulty, or isn't what you ordered, contact us as soon as possible with your order number and photos of the part and its packaging. WhatsApp on 07459 209297 is the quickest way to send them.
We'll arrange a replacement or refund, and we'll cover the cost of the return.
Your legal rights still apply. Within 30 days of delivery, you can reject a faulty part for a full refund; after that, you can ask for a repair or replacement, or a refund or price reduction if that doesn't fix the problem. Clause 7 of our Terms & conditions explains your rights in full.
If a part you've fitted turns out to be faulty, stop using the vehicle if the fault affects its safety, and contact us. We may ask to inspect the part. We don't cover damage caused by incorrect fitting, accident, misuse or normal wear and tear.
A single table shows what's refunded and when in each situation, so customers don't need to read the Terms & conditions to find out.
Refunds
| Situation | What we refund | When |
|---|---|---|
| You changed your mind | The price of the part and any standard delivery charge, less any reduction for a used or damaged part | Within 14 days of receiving the part, or of your proof of postage if sooner |
| The part is faulty, damaged or wrong | The full price, the delivery charge and your return postage | Within 14 days of us agreeing the refund |
| A part is out of stock and you don't want an alternative | The full price of that part | Within 14 days |
| A parcel can't be delivered and you'd rather have a refund | The full price and the delivery charge | Within 14 days of you asking |
Refunds go back to the payment method you used: your card, or your PayPal account. Your bank may take a few working days to show the money.
We'll email you when we've received your return and again when your refund has been issued.
Garages and other business customers can return unused, unfitted parts in their original, undamaged packaging within 14 days of delivery, the same as retail customers. Contact us first, and include your order number with the return.
You pay the return postage unless the part is faulty or we sent the wrong item. We inspect every return before refunding.
If a part is faulty, tell us within 7 days of finding the fault, and we'll repair or replace it, or refund its price. Labour, fitting, towing and vehicle-hire costs aren't covered.
Prefer to use a form? Copy our cancellation form, fill it in and email it to sales@btcspares.co.uk. You don't have to use it; a clear message works just as well.
Need to return something?
Call or WhatsApp 07459 209297, Monday to Friday, 9am to 6pm, or email sales@btcspares.co.uk.