Returns
Please note: Some brands have their own specific return policies in place which are reflected in our policies below - Please ensure you check this.
(R1.1) Should you change your mind, or no longer require the item you have purchased within the first 30 days of receiving the goods; You can return your item to us for a refund or exchange. You must notify The Motor Plug within 14 days of purchase that you wish to return it. Once we have been notified, you have a further 16 days - or up to 30 days from the date of purchase for the goods to be back in our possession.
If the item does not arrive straight away: We must be notified of your intent to return - and have the items back in our possession within 14 days of the goods being delivered to yourself.
Request for a return after 14 days, or goods received back after 30 days of purchase will not be accepted - As per Section 22 Sub Section 3 of the consumer rights act 2015
Please note: The item you are returning must not have been removed from the packaging or used in any way. Damaged, marked or removed packaging will result in a refund being refused. The item must be returned to The Motor Plug in the manner it was sent. Duct tape must not be used.
Further: Items which are delivered in a clear seal around their packaging with a sticker stating "None returnable once seal removed" can not be returned if the item has been removed from this seal. This only applies to electrical items such as Lighting products etc as per distance selling regulations.
(R1.2) Please Note: Returns are subject to a restocking fee of 20% - This will be deducted from your refund upon receipt of the returned items. The Motor Plug will not cover the shipping cost of the returned item nor will we refund the shipping from The Motor Plug to yourself as this was a service which was provided, and can not be returned.
The restocking fee is calculated as follows. Total Sale Value, Minus Shipping costs, Minus any discounts used, Minus 20% = amount refunded
(R1.3 ) We may in some cases opt to waive the restocking fee - However this decision will be made by our returns team upon receipt of the return. Please be advised that if we waive the fee once as a goodwill gesture this does not guarantee future waivers and this is a goodwill gesture from The Motor Plug.
(R1.4) Any third party items (Such as Milltek, Scorpion, Cobra, Maxton Design etc) MUST be returned to us in their original packaging. We will refuse return of items that are not returned to us in their original box and/or packaging. This also applies if the Box / packaging is damaged to the point where it can not be sent out looking like a "Brand New" item.
(R1.5) Simply contact our support team to arrange a return and we can get proceedings underway, However be advised that the return is at the cost to the customer.
(R1.6) The Motor Plug can in no way reimburse you for return postage, further to this; if a refund is granted it will only be for the amount of the product, and not the outbound postage costs.
(R1.7) Returns where this is as a result of an item arriving damaged or faulty - The Motor Plug must be notified within 14 days of delivery. If you believe the item is used, damaged or faulty and do not notify us within 14 days, a claim may be invalid.
If you install an item that is damaged, this then waives the right to return. All items should be inspected thoroughly for damage and / or marks prior to install, as this makes it black and white as to whether the damage occurred during transit or once installed. If you choose to install a damaged item without inspecting it first then unfortunately this waives any return as we can not prove otherwise. It is important to check every delivered item thoroughly.
(R1.8) Where the Restocking Fee is waived - the cancellation fee will apply, information of this is detailed below.
(R1.9) Any Glass lighting from The Motor Plug, such as Halogen, HID, BiXenon or similar can not be returned. Unfortunately if the glass gets contaminated with dust or finger prints their lifespan is reduced by almost 95%, Once received these can not be returned.
(R1.10) Any item that has is sealed, with a sticker stating "No Return If Seal Removed" is none returnable
Maxton Design Specific Return Policies:
Returns
Original condition - We must make sure a product is in its original condition before it can be returned to us. If the protective film is removed it will void a return. Similarly, all of our products have holographic verification stickers, if this is removed, we cannot accept a return either.
Fitting kits / Manuals – If a customer returns a product and it does not include a fitting kit or manual, Maxton deduct a £10 fee. There is a £10 fee because if a customer wishes to purchase a kit from us, this is how much it will cost.
Packaging - Items not sent back in their original undamaged Maxton Design Box may be refused
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Cancelling an order prior to dispatch.
(C1.1) Should you wish to cancel an order prior to dispatch you will be eligible for a refund in line with the below cancellation policies.
(C1.2) Contact our support team at sales@themotorplug.co.uk with your order reference, the item(s) you wish to cancel as well as the cancellation reason.
(C1.3) If the item is a made to order item, you will not be able to cancel the order and once received will be able to return the item to ourselves subject to our return policy. This applies (but is not limited) to items such as silicone hoses & stickers etc
(C1.4) Request for cancellation must be made within 14 days of the order being placed, unless dispatch of the order has already been confirmed (Please refer to note C1.4a). Any request for cancellation after 14 days can not be actioned, as per the Consumer rights act.
(C1.4a) Any cancellation request made after dispatch of a product will not be actioned. You will have to wait for receipt of the order and then refer to our returns policy for further information.
(C1.5) Those whom are notified of a delay to an order and choose to either continue to wait, or do not respond to the notification within 24 hours the order will be processed as normal. By Agreeing to wait for the item(s) on the order this waives your right to cancellation subject to the Consumer Rights Act.
Charges incurred from Cancelling an order:
(C1.6) As per the CMA Guidelines issued by the UK Government (https://www.gov.uk/
The calculation of the fee is as follows:
%XX Incurred from Payment Provide (Credit card / Paypal) + %YY Incurred from Payment Gateway (Our Provider) + %1 Administration / Staff Charge
PayPal Example: If your order totalled £500 and you paid by PayPal, The fee from Paypal is £9.80 (1.9% + £0.30) - The fee from the payment gateway is £5 (1%) and the Admin charge is £5 (1%) - total deduction of £19.80
Card Example: If your order totalled £500 and you paid by Card, The fee from Card Provider is £9.70 (1.9% + £0.20) - The fee from the payment gateway is £5 (1%) and the Admin charge is £5 (1%) - total deduction of £19.70
Why is this charged?
As of 5th March 2020, PayPal no longer refunded fee's to the seller in the event of a refund. As a result, when The Motor Plug refund your cancelled order, the Fee's charged from both PayPal and the Payment Gateway are lost by The Motor Plug.
This has always been the case with debit & credit card providers.
When is this not charged?
Deductions are not made from refunds when the refund is as a result of warranty issues - If the cancellation is requested within 24 working hours of the order being placed, The Motor Plug will waiver the 1% Admin / Staff charge.
Why am i paying an Admin / Staffing charge?
As a result of your cancellation, Our team will need to take action to cancel your order, whether this is as simple as pulling the order from our own production schedule, or more intense where it involves contacting suppliers to ensure that the order is stopped. This unfortunately incurs a cost to the business and as that cost is incurred due to a change of mind from the customer, British consumer law allows for charge providing it falls within a genuine estimate of the businesses direct loss.
