We accept returns of orders for any reason within 14 days of delivery for a refund, minus the shipping cost. This is included in the total price for UK orders, but will be separated in the case of the return of an unwanted product – it is usually around 10% of the total order price, depending on the size and cost of the specific delivery in questions (units come in many shapes and sizes!)
After accepting a return, we will provide you with the return address. Please provide proof of shipment once sent to us. Once we’ve received, checked and tested the returned items, we’ll process a refund via the same payment method used to purchase the items.
If you paid for our installation service, this is non-refundable; due to the time and resources already being spent.
If you’re looking to return the product after 14 days of receiving it, there must be a valid reason for us to refund after this time period, such as a fault we cannot rectify.
Sometimes mistakes happen. If you’ve received an incorrect or defective item due to our error, we will send out the correct replacement part to you as a matter of urgency.
Please give us the chance to fix the part in question, rather than rushing to return the whole order – usually there is a simple solution, and we are committed to finding and resolving every issue for customers. As a last resort to an unsolvable genuine issue, we will replace the whole unit.
Sometimes, customers will attempt installation themselves, but fail to complete due to a lack of understanding or attention to the installation process. We will always give the appropriate support, solutions, and guidance, but if this is not heeded, we will not refund on the basis that the customer does not wish to continue to install the unit themselves, after failed attempts. Co-operation will be essential, with customers proving to us with pictures that have they taken the steps we’ve asked them to take to remedy a situation. We will be advised directly by the engineers of our products.
Similarly, if we know the solution to a presented issue, and advise the customer of the solution, but the advice is not heeded, we will not concede that the whole unit is ‘faulty’ – we have years of experience installing these units, so we will know the difference between a genuine fault and something that can be easily fixed.
In these types of situations, we may offer a partial refund – there will be deductions of the purchase cost to cover restocking, packaging waste, returned product testing time and non-recoverable shipping costs.
For return assistance or queries, contact us at info@carscreencity.com or via our website chat.
