Orders, Cancellations, Returns, Damages & Warranty
This is a quick overview of how orders are processed and our policies when it comes to returns, damages and cancellations.
We’ve tried to make these as clear and concise as possible to avoid any confusion and make sure that we offer the best service we can.
If anything is unclear then please contact us with your questions prior to placing an order and we'll happily explain things in further detail.
As a few key points:
- All goods are automatically insured to the full value of the invoice to a maximum of £120,000.
- Special order parts take an average of 10 to 14 days to arrive to us but if you need them quicker then let us know (additional charges may apply).
- Goods supplied from stock can be returned within 14 days of delivery.
Goods will be marked as ‘In Stock’ or ‘To Order’
Goods marked as ‘To Order’ or marked as anything other than ‘In Stock’ are classed as ‘Special Order’ parts and will have to be ordered in from the factory.
Special order parts take an average of 10-14 days to arrive to us on a standard order before being despatched onto you from our premises.
We can offer a ‘VOR’ or ‘Urgent’ service for special order parts which will give a speedier arrival time to us (usually 4-5 days) however the price of the parts may increase (parts in stock shall remain the same price).
In the event you order goods that are ‘in stock’ and ‘special order’ then we will hold stock parts here until the special order parts arrive and the order is complete; despatching everything together in a single consignment (unless you request otherwise - multiple shipping charges may apply).
All special order parts are subject to availability and in the event parts are unobtainable then we will contact you with any details prior to processing your order.
All goods sent by Eurospares are automatically insured to the full invoice value at no additional cost to you.
Insurance covers goods upto a maximum value of £120,000 per consignment.
This insurance does not cover goods sent via Royal Mail or where customer arrange their own courier.
Eurospares cannot be held responsible for any goods lost or damaged by Royal Mail, or by any courier not organised by us. Goods requested to be sent this way are done so entirely at the customers own risk.
For claims regarding damaged parts then please view the ‘Damages’ section below.
Special order parts cannot be cancelled once they have been despatched from the factory and are in transit to us.
At this point, we are unable to cancel the order with the factory and goods will be passed onto you at the agreed cost as per the sales agreement.
Parts sold from stock to consumers can be returned within 14 days of the delivery date, provided they have not been used and are in the same condition as they were despatched.
Special order parts cannot be returned unless prior agreed by us.
Subject to the same terms as above, electrical parts can only be returned if still in unopened and sealed packaging.
All return requests must be sent in writing within 14 days of the delivery date to email@example.com and then a further 14 days is allowed for the goods to reach our warehouse.
Returns outside of this period will be accepted or rejected at our discretion.
All goods must be accompanied by a completed returns form (click here to download) and it is your responsibility to cover all and any return delivery fees.
Under certain circumstances we can send a formal request to return special order items to the factory and if requested then we will always try to act in your best interest facilitate the return.
Please be aware that the decision to accept or reject the return is entirely under the discretion of the factory (and may take several weeks to complete).
If special order part returns are accepted then there may be a returns surcharge of up to 50% of the sale price.
Unit 7, Fourth Avenue,
Bluebridge Industrial Estate,
Halstead, Essex, CO9 2SY
All items are automatically insured to the full invoice value by us.
In the event that goods arrive to you damaged then it must be reported within 24 hours of the delivery being made.
All damage claims must be sent to firstname.lastname@example.org and accompanied by detailed photos of the parts, the box it arrived in and any packaging surrounding the parts.
We would also need an accurate description of the damage (highlighted by the photos), which courier delivered the package, the tracking number associated and if there is any evidence of how the parts became damaged.
Upon receipt of these details, we will organise replacement parts to be despatched out as soon as possible.
Please Note that if the parts are special order then they will take 10-14 days to arrive to us before being despatched and damage claims will result in replacement parts only, no refunds can be issued for damaged parts.
Missing or Incorrect Parts
We must be informed of goods which are missing or incorrect within 5 days of the parts being delivered.
If a part has the correct part number and description however the physical part is incorrect (miss-boxed) then you have an additional 5 days to report this (10 days from delivery).
Any discrepancies reported after these periods will be handled at our discretion.
Please be aware that if a part was special order and has arrived miss-boxed then it may take a matter of weeks to resolve the situation as we will need the factory to investigate their stock (if we order a replacement prior to an investigation then it’s highly likely incorrect parts will arrive again).
All (genuine) new parts are covered by the manufacturer warranty according to their terms and conditions; these are usually only covered if:
- they have been installed under the correct manufacturer guidelines
- they have been installed by an authorised manufacturer dealer
All warranty claims must be made by an authorised manufacturer dealer who can inspect the parts on the vehicle, run the necessary diagnostics and complete the warranty paperwork.
Unfortunately, we are not able to make any warranty claims on your behalf.
Used parts sold by Eurospares do not have any warranty other than that the parts are suitable for sale and function correctly. After a used part has been installed on a vehicle we cannot offer any warranty regarding the longevity the part.
Under certain circumstances we can agree a warranty period for used parts however this needs to be agreed in writing prior to any sale being agreed.
Full terms and conditions can be found at www.eurospares.co.uk/terms-and-conditions however if you have any questions then please contact our offices.