Refund policy

REFUNDS & RETURNS

All returns must have Sussex Auto Parts Ltd prior approval and authorization.
Returns Procedure (Online Orders ONLY)

At Sussex Autos we hope that you are happy with your purchase, however, we know that sometimes you will need to return an item. If you are unhappy with the goods for any reason, please return your item/s to us with your receipt (this shall not affect your cancellation rights under the Consumer Contracts {Information, Cancellation and Additional Charges} Regulations 2013, please refer to the below). We are happy to offer an exchange or refund on unused items return within 30 days of internet purchase. If the item is faulty, we are happy to offer a refund or exchange where available.

Before returning your item/s please contact Sussex Autos for a Returns Authorization Number. This will help us track your return and ensure you receive your exchange or refund promptly.

For non-faulty products:

We can arrange collection of the non-faulty product/s using one of our appropriate carriers subject to a carriage charge;
Any products returned must not be devalued, should be in a re-sealable condition & include the documentation and original packaging;
Ensure you have contacted our customer service team, for a Returns Authorization Number and read our Terms & Conditions;
All products must be returned with a completed returns form. Any products returned without the completed form will be subject delay and a 15% handling charge.

For Faulty Goods:

We will arrange a pick-up service free of charge;
All goods will be inspected before an exchange or refund is applied;
All products must be returned with a completed returns form. Any products returned without the completed form will be subject delay and a 15% handling charge.
This returns procedure only applied to internet purchase.

Please read our Terms & Conditions for further information.

For more information, please call Sussex Autos Customer Service Department on +44 (0) 1323 848886 or email the Customer Service Department at info@sussexautos.com.

Fast Exchanges

If you find you have selected the wrong item, we will happily arrange an exchange for you. Please email the Customer Service Department on info@sussexautos.com or call our Customer Service Team and they can process a fast exchange. If you want to chat through alternative product options, please call out Customer Service Team. They are knowledgeable, helpful and love helping our customers select the right car parts.

Returns Authorization Number

If you wish to return an item, you will need to contact our Customer Service Department who with authorize your return. Our phone lines are open 08.15 am – 17.15 pm (BST) Monday to Friday. Our experienced Customer Service Representatives will be happy to take you through the process:

You will be given a Returns Authorization Number, which will be used to track the return of the product/s;
Once your return is authorized, an acknowledgement will be emailed to the address used on the original order;
Any products returned without a valid Returns Authorization Number may cause a delay in the refund;
Please return the product/s in the original packaging if possible and ensure that all packages are securely wrapped. You must include a copy of your Returns Authorization Form with your product/s, as this will help us to process your refund more efficiently;

All products must be returned with a completed returns form. Any products returned without the completed form will be subject delay and a 15% handling charge.
Clearly mark your Returns Authorization Number (RAN) on the outside of the package, and send to the following address:

RAN ########
Sussex Autos
Unit 40 Station Road Industrial Estate
Hailsham, East Sussex
BN27 2EY

The customer is responsible for all postage costs for products returned under our Returns Procedure (except where the goods are faulty – see above) unless this has been specifically agreed and confirmed in advance with the Customer Services Department.

Sussex Autos will not accept responsibility for loss or damage of goods during transit, please ensure that the insurance cover option is taken where possible.

Upon receipt, all products will be inspected and at our discretion, credit may be refused.

All products must be returned with a completed returns form. Any products returned without the completed form will be subject delay and a 15% handling charge.

Right to Cancel

For any products bought on the website, you have a right to cancel without any reason whatsoever within 14 days after the day you received all goods/services from us.

To exercise the right to cancel, email customer services on info@sussexautos.com, or call +44 (0) 1323 848 886 to inform us. We will need your Order Number and contact information.

You must send the item/s back to us, no later than 14 days from the day you notify us of your cancelled order. We shall aim to refund you within 14 days from such date, or earlier if acceptable proof of delivery is provided.

Note – we will reimburse you to all payments received from you, including the costs of delivery (except for the supplementary deliveries such as Next Day, Super Save deliveries).

We can arrange collection of the non-faulty product/s using one of our appropriate carriers subject to a carriage charge. Please take reasonable car of the goods as we are entitled to deduct an amount from the refund to reflect loss in value of the item/s supplied, if the loss is the result of unnecessary handling of the goods by you.

Can you confirm you have received my return?

We aim to process returns within 5-7 working days of receiving them. You will be notified by email once the return is complete.

We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.

Should you have any queries about your return, please feel free to contact our Customer Service team via email info@sussexautos.com, or phone on +44 (0) 1323 848 886.

How long will it be before I get a refund?

Once we receive your item/s back, our returns department will inspect and restock the goods. Once our returns department have done this, an automated refund is generated on our system. Your outstanding refund is then processed by our accounts department back to your original payment method. This process typically takes 5-7 working days. When returning your products please remember to include your original invoice, without this it may delay your refund.

What do I do if I have received a damaged item?

At Sussex Autos we hope that you are happy with your purchases. We take great car in dispatching goods to the highest quality, however, we know that sometimes things can go wrong and you may need to return an item. Please follow the following procedure should you receive a damaged item:

We require images to be emailed to us evidencing all damaged caused.

Please email all images to info@sussexautos.com.

Ensure you include your reference number, a copy of your invoice, an image of the parcel you received as well as images of any damaged product.

What do I do if my part is faulty?

All of our products are cover under a 12 month warranty, except where otherwise stated. You will need to fill out a warranty claim form which you can request from our customer service team, then follow the below instructions:

Complete the return and warranty claim form;
Describe the course of action to be taken, description of the issue and attach any further supporting documentation;
Provide a copy of the original sales invoice.
Please be advised that we require 2 sets of the documentation.

One set of the aforementioned documentation is to be kept inside of the box with the goods. The second set is to be attached to the return box and sent to:

Sussex Autos
Attn Online Returns Department
Unit 40 Station Road Industrial Estate
Hailsham, East Sussex
BN27 2EY

Once it is received by us we will log it in to the system for the warranty procedure to be initiated and the warranty reference number will be sent via email for future reference.

The goods will be inspected and based on the results of the inspection; a decision will be reached.

Please note that the process would take approximately 4-6 weeks. We only offer a manufacturer warranty for any items that fail to operate to the stipulated standard during the warranty period.

All products must be returned with a completed returns form. Any products returned without the completed form will be subject delay and a 15% handling charge

Who pays for return postage?

If you are returning an unsuitable item for a refund, we will refund the cost of the item only and not the original delivery cost.

Should you be returning a faulty item for a refund, we will refund both the original shipping costs and the return delivery costs.

Why have you not refunded the original delivery charge?

If you are returning an unsuitable item for a refund, we will refund the cost of the item only and not the original delivery cost.

Should you be returning a faulty item for a refund, we will refund both the original shipping costs and the return delivery costs.

How do I make a complaint?

If you are not happy about any service we offer or you have a general comment, feel free to write to us at info@sussexautos.com.