Refund & Returns Policy

Last Updated: 1st January 2026

1. Your Consumer Rights

As a consumer, you have legal rights under the Consumer Rights Act 2015 which govern what happens if services are not performed with reasonable care and skill, or if goods (parts) are faulty.

Nothing in this policy affects your statutory rights.

2. Our Warranty

2.1 Parts Warranty

All parts fitted by Auto Repair Centre (Loughton) Ltd are covered by our warranty:

• Duration: 12 months or 12,000 miles, whichever comes first
• Coverage: Manufacturing defects and premature failure
• Excludes: Wear and tear, misuse, damage, or third-party modifications

2.2 Labour Warranty

Our workmanship is guaranteed for 12 months or 12,000 miles from the date of service.

If work carried out by us fails due to workmanship issues within this period, we will rectify it at no additional cost.

2.3 What's Not Covered

• Normal wear and tear items (brake pads, tyres, wiper blades)
• Damage caused by accident, neglect, or misuse
• Modifications or repairs carried out by third parties
• Consequential damage arising from continued use after a defect was identified
• Competition or commercial use unless specified

3. Cancellation Policy

3.1 Before Work Begins

You may cancel a booking at any time before work commences without charge.

3.2 After Work Has Started

If you cancel after work has begun, you will be liable for:

• The cost of any work already completed
• The cost of any parts ordered specifically for your vehicle

3.3 How to Cancel

To cancel a booking, please contact us as soon as possible:

• Phone: 0208 508 7599
• Email: info@loughtoncenter.co.uk

4. Refunds

4.1 When Refunds Apply

Refunds may be issued in the following circumstances:

• Services not performed with reasonable care and skill
• Parts found to be faulty upon installation
• Work not carried out as agreed
• Overcharging or billing errors

4.2 Refund Process

To request a refund:

1. Contact us within 14 days of discovering the issue
2. Provide your invoice number and details of the problem
3. Allow us the opportunity to inspect and rectify the issue
4. If a refund is due, it will be processed within 14 days

4.3 Refund Method

Refunds will be made using the same payment method used for the original transaction:

Original Payment Method	Refund Method	Timeframe
Debit/Credit Card	Card refund	5-10 business days
Cash	Cash or bank transfer	Upon collection or 3-5 days
Bank Transfer	Bank transfer	3-5 business days

5. Faulty Parts

5.1 Within 30 Days

If a part is faulty within 30 days of fitting, you are entitled to:

• A full refund, OR
• Replacement of the part at no additional cost

5.2 After 30 Days (Up to 6 Months)

If a fault develops after 30 days but within 6 months:

• We will repair or replace the faulty part
• If repair/replacement is not possible, a refund will be offered

5.3 After 6 Months (Up to 12 Months Warranty)

After 6 months but within our 12-month warranty period:

• We will assess the fault and offer repair, replacement, or partial refund
• Fair wear and tear will be taken into account

6. MOT Tests

MOT test fees are non-refundable once the test has been conducted, regardless of the outcome. This is because:

• The MOT is a statutory test carried out to DVSA standards
• The result is recorded on the DVSA database immediately
• The fee covers the cost of the inspection, not a pass guarantee

If your vehicle fails its MOT and we carry out the repair work, we offer a free retest.

7. Complaints Procedure

We take all complaints seriously and aim to resolve issues promptly:

1. Step 1: Contact us by phone or email to discuss the issue
2. Step 2: We will investigate and respond within 7 days
3. Step 3: If you remain dissatisfied, you may escalate to the Motor Ombudsman or Citizens Advice

Contact for Complaints

External Resolution

If we cannot resolve your complaint, you may contact:

• The Motor Ombudsman: themotorombudsman.org
• Citizens Advice: citizensadvice.org.uk
• Trading Standards: Via Citizens Advice Consumer Helpline

8. Changes to This Policy

We may update this policy from time to time. The current version will always be available on our website with the "Last Updated" date shown above.

9. Contact Us

For any questions about refunds, returns, or this policy: