We understand that sometimes things happen and you want to cancel your purchase, cancel your fitting appointment, or return your purchase. So here’s our quick guide to getting things sorted.
Cancelling a purchase:
Changed your mind, or just want to cancel your purchase? No problem, just contact us via our contact page and providing we haven’t shipped your items then we will stop the order and organise a refund.
Returning goods to us:
If the item has been shipped then we are unable to offer a replacement or refund until the items are back with us. In this case, you can either return the items (unopened) to us.
Returned items must be received by us within the first 30 days of the order being placed. Once we have received the goods we will inspect them and issue a refund within the following three days. Please keep reading for further details on returning items to us…
We are happy to accept return items, where you have purchased an incorrect product or we have supplied an incorrect product, providing this is done within 30 days of the purchase being made. To do this please contact us first, so we know you’re returning something.
All items must be returned in the same, unused condition as they arrived, complete with all original packaging. Once we receive the item it will be reviewed by our Quality Assurance team and a refund will be issued.
We cannot accept returns and therefore are unable to issue a refund if you have:
- Used an item including attempting to fit the item before you decide you no longer want the item.
- Damaged the item before you decide you no longer want the item.
- Returned the product in an unsaleable condition.
- Ordered a Made to Order item including all special order towbars.
- Exceeded the 30 day return limit and the good where not reported at faulty upon receipt.
If we find that the product has been used or has not been returned to us in a resalable condition, we reserve the right to refuse a refund on the item and the item will be returned to you.
If you are returning the item because of an error made by us or because of a fault, we will arrange collection and replacement of the product.
This does not affect your statutory rights.
Cancelling a towbar fitting appointment:
We understand that sometimes appointments can’t be kept. So, if you’re unable to keep your towbar fitting appointment then all we ask is that you tell us at least two working days before the appointment. We then have time to reorganise the appointment for you, or to cancel your order.
If a towbar fitting appointment is canceled within the 48 hour period then we ask you to pay a cancellation charge of £50+VAT. This is to cover the cost of refunding items that we have ordered and for the loss of the appointment time slot.
If you are not available at the time of your towbar fitting appointment, or we are unable to carry out the fitting due to circumstances within your control, then a £90+VAT fee will be charged to cover refunds, appointment loss, fuel, and time.
To Organise a return or cancellation please email customerservices@ultimatetowbars.co.uk
To cancel a fitting please email the fitting team direct on fittings@ultimatetowbars.co.uk or call us on 0114 360 7080.
