RETURNS & REFUND POLICY
Bilstein-Shocks.co.uk — Operated by Sourcefy LTD
This policy explains your rights to return or cancel an order, and our process for handling returns, refunds, and exchanges. It should be read alongside our Terms of Service, Warranty Policy, Shipping Policy, and Privacy Policy.
We aim to make returns clear, fair, and efficient. Most return problems are caused by ordering the wrong part — so wherever possible, we encourage you to confirm fitment with us before placing your order. If something does need to come back, the steps below explain exactly how that works.
Different return situations are handled differently under UK consumer law. Please identify which applies to you:
• Change of mind / wrong part ordered— see Section 2
• Faulty, damaged in transit, or not as described— see Section 5
• Manufacturer warranty claim (after a period of use)— see our separate Warranty Policy
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel a consumer order placed online without giving a reason, subject to the conditions below.
• You must notify us of your intention to cancel within 14 days of receiving the item.
• Once notified, you have a further 14 days to return the item to us.
• Notification must be made in writing to support@bilstein-shocks.co.uk with your order number.
• We will refund the full product price.
• We will refund the standard outbound delivery cost paid at checkout.
• Where you selected a premium or express delivery option, only the equivalent of our standard delivery charge will be refunded.
• Return shipping costs are the customer’s responsibility for change-of-mind returns.
To qualify for a change-of-mind refund:
• Items must be unused, unfitted, and in the original manufacturer packaging with all components, fittings, and accessories included.
• You may handle and inspect the item only as you would in a physical shop.
• Suspension components that have been fitted to a vehicle, partially fitted, or otherwise mounted, bolted, or installed are not eligible for change-of-mind return.Please verify fitment before installation.
Where an unfitted item is returned with damage, missing components, or handling beyond what is necessary to assess its nature, we may deduct an amount from your refund to reflect the reduction in value. In particular:
• Missing fitting kits, hardware, or accessories:the replacement value of the missing items will be deducted from your refund.
• Damaged or defaced manufacturer packaging(for example, where shipping labels have been written or applied directly to the product box): a deduction may be applied to reflect the reduced resale value, typically up to 10% of the product price.
• Other handling damage:a proportional deduction may be applied, up to and including the full product price where the item is no longer of resellable value.
Under Regulation 28 of the Consumer Contracts Regulations 2013, the standard 14-day cancellation right does not apply to goods that are made to the customer’s specification or are clearly personalised.
Certain products on our website are built or configured to your specifications and are not held as standard stock. Where this applies:
• We will identify the item clearly as "Built to Order" or "Special Order" on the product page and at checkout.
• We will confirm the build specification with you in writing before processing the order.
• Once processing has begun, the standard 14-day cooling-off right does not apply.
• A deposit of up to 100% of the product price may be required at order.
This does not affect your rights if the item is faulty, damaged in transit, or not as described — see Section 5.
If you ordered a part that turned out not to fit your vehicle, the treatment depends on what information was provided at the time of order:
• Where you provided complete and accurate vehicle information(make, model, year, engine, registration or VIN, or OE part number) and the part is subsequently confirmed incompatible, the matter is treated as "not as described" under Section 5. We will arrange a remedy in line with your statutory rights.
• Where you provided incomplete, inaccurate, or no vehicle information,or selected a part outside our published compatibility data, the matter is treated as a change-of-mind return under Section 2. Return shipping costs are the customer’s responsibility.
To avoid this situation, please confirm fitment with us before ordering if you have any doubt. Our team will help you identify the correct part — contact sales@bilstein-shocks.co.uk with your vehicle details.
Where an item is faulty, damaged on arrival, or does not match its description, you are entitled to a remedy under the Consumer Rights Act 2015. This applies to all products we sell, including any items classified as Special Order or Built to Order under Section 3.
We may offer repair, replacement, or refund as appropriate, in line with your statutory rights.
• Visible damage should be reported within 48 hours of delivery, with photographs of the outer packaging and the item.
• Where possible, refuse the delivery if damage is severe, or sign the courier’s proof-of-delivery as "damaged" or "damaged unchecked".
• Retain all original packaging until the claim is resolved.
• Do not install or attempt to use a damaged item.
For items that develop a fault after delivery, are not as described, or are confirmed incompatible despite correct vehicle information being provided:
• Email support@bilstein-shocks.co.uk with your order number, photographs, and a description of the issue.
• We may require physical inspection of the item to confirm the fault. For suspension components, this is normally carried out by the manufacturer’s technical centre as set out in our Warranty Policy.
• UK customers:the necessary costs of returning a confirmed faulty item are handled in line with our statutory obligations.
• International customers:all return shipping costs, duties, taxes, and handling charges remain the customer’s responsibility regardless of the inspection outcome, in line with our Warranty Policy and Terms of Service.
Many suspension parts require precise vehicle compatibility. To help you receive the correct part:
• We may request your vehicle registration, VIN, or OE part number before dispatch.
• Where compatibility cannot be verified, we may pause or cancel the order before dispatch and issue a full refund.
• Compatibility verification is a sanity check, not a guarantee — final responsibility for selecting the correct part rests with the customer, as set out in our Terms of Service.
Email support@bilstein-shocks.co.uk and include:
• Your order number
• The reason for return (change of mind, wrong part, faulty, damaged, etc.)
• Photographs where applicable (damage, fault, missing components)
We will assess your request and, if eligible, issue a Return Merchandise Authorisation (RMA) number with the correct return address.
Because we operate a direct-dispatch model, our business office cannot accept heavy freight returns.
• Do not send returns to our registered business address or to the manufacturer’s head office.
• We will provide the specific distribution centre or technical centre address once your RMA is issued.
• Returns received without a valid RMA cannot be reliably matched to an order. Such returns may be delayed in processing, may be returned to sender at the sender’s expense where the address is identifiable, or in the worst case may be unidentifiable.
• Mark the RMA number clearly on the outer packaging.
• Use a tracked courier so you have proof of dispatch.
• Items valued over £75:we strongly recommend insured shipping. We are not responsible for items lost or damaged in transit back to us, and refunds cannot be issued for returns that fail to arrive.
• For heavy or oversized items, please contact us — a freight collection may be arranged in some cases (charges apply for change-of-mind returns).
Different refund timelines apply depending on the type of return.
In line with the Consumer Contracts Regulations 2013, refunds for change-of-mind returns are issued within 14 days of:
• the date we receive the goods back from you, or
• the date you provide evidence that you have returned them, whichever is earlier.
Refunds are issued to the original payment method. We may delay the refund until the goods are physically received, or until you supply proof of return.
Where the return involves an item alleged to be faulty, damaged, or not as described, we may require physical inspection (typically by the manufacturer’s technical centre, as set out in our Warranty Policy) before confirming the outcome.
• Inspection is normally completed within 3–5 working days of receipt at the technical centre.
• Where the issue is confirmed, refunds are issued promptly following inspection.
• Where inspection establishes that the issue is due to misuse, incorrect installation, or other non-defect causes, the matter will be re-assessed under our change-of-mind policy in Section 2.
Once a refund is issued from our end:
• PayPal: typically reflects within 1 working day.
• Credit and debit cards: typically 5–7 working days, depending on your card issuer.
• Bank transfer (where applicable): typically 1–3 working days.
The exact time for the refund to appear on your statement is determined by your payment provider and is outside our control.
In addition to the conditions set out in earlier sections, refunds are not issued in the following situations:
• Items returned outside the cancellation window in Section 2.
• Items returned without an RMA that cannot subsequently be identified.
• Items lost or damaged in transit back to us where the customer chose not to use a tracked or insured service.
• Items confirmed by inspection as having been misused, incorrectly installed, or modified.
• Items destroyed by customs or carriers due to non-payment of import duties (international orders), as set out in our Shipping Policy.
• Standard outbound shipping costs on orders that were refused at delivery or returned to sender after failed delivery attempts.
The cancellation rights set out in Section 2 apply to consumers as defined under the Consumer Rights Act 2015. Business customers, including garages, resellers, and trade accounts, may be subject to different terms agreed at the time of order.
• Statutory consumer cancellation rights under the Consumer Contracts Regulations 2013 do not apply to B2B sales.
• Faulty-goods rights under business-to-business contract law continue to apply.
• Where you purchase as a business, please contact us before placing an order to confirm any specific return terms.
This policy is provided in addition to your statutory rights as a UK consumer under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and does not affect them. Nothing in this policy limits any right you may have against Sourcefy LTD as the retailer in respect of goods that are faulty, not as described, or not fit for purpose.
Bilstein-Shocks.co.uk — operated by Sourcefy LTD
Returns and refunds: support@bilstein-shocks.co.uk
Pre-order fitment enquiries: sales@bilstein-shocks.co.uk
Please include your order number in the subject line to help us respond more quickly.
Last updated: April 2026
