Return and refund


Goods Return within fourteen (14) days:

Distance purchasing customers in the European Union have the right to cancel from the purchased of an item within fourteen days from the date of receipt of the item/s. Goods returned within this 14 days cooling off period will not be charged a restocking and handling fee.

                                                           

Goods Return after fourteen (14) days:

If the goods purchased are returned outside the fourteen days cooling off period, then a 10% restocking and handling fee will be levied to cover internal processing costs involved in goods being returned.

 

Returns Procedure:

To return your purchase, please notify us first by phone on 02036337882 or by email to info@carbonfactory.co.uk. We reserve the right to approve item(s) eligible for return.

Please package the relevant item(s) securely and send it to us with your order number so that we receive it within fourteen days after the date that the item was delivered to you. Incomplete, damaged, worn or altered items will not be accepted.

Return address:

Carbon Factory Limited, Building B, Denbigh Business Park,
23 First Avenue, Denbigh, Milton Keynes, Buckinghamshire, MK1 1DX

For your protection, we recommend that you use a recorded-delivery service such as Special Delivery to ensure adequate insurance coverage in case of the goods being lost or damaged in transit.

**Please note that you will be responsible for the costs of returning the items to us**

 

Custom Orders

Special Order and Custom-made item(s) cannot be returned nor refunded unless initiated and approved by Carbon Factory’s management. Further, you shall solely and exclusively bear any and all risks associated with the return shipping and we shall in no event be liable for the loss, destruction, damage, misdirected or delayed shipment of any special and custom-made item(s). For further assistance, please contact us via phone on 02036337882 or email to info@carbonfactory.co.uk

 

Damaged, Defective or Faulty Goods:

Immediately notify Carbon Factory of the problem and return the goods within 14 days of receipt either by phone on 02036337882 or by email to info@carbonfactory.co.uk.

Please package the relevant item(s) securely and send it to us with your order number so that we receive it within 14 days after the date that the item was delivered to you.

Carbon Factory will refund return carriage costs with a maximum refund equivalent to Carbon Factory’s charges for the package being dispatched from Carbon Factory to the customer. These charges are calculated on both the weight and the size of the package. Please contact us for details of carriage refunds.

Replacement goods will not be shipped out before the original items are returned. We will cover all applicable and reasonable carriage costs involved.

Upon our receipt of your return package, we will verify the integrity of the items before accepting your return and processing the refund. Please note that this process may take between 3-5 days. We will send you a confirmation notification as soon as we have begun processing the refund.

The refund is issued directly to the card or account used for the original purchase.

If the product is damaged in any way, or you have initiated the return after 14 calendar days have passed, you will not be eligible for a refund.

 

Installation & Fitment Issues

On certain instances, our products may require minor to significant modification, thus we require test fitting before initial installation. Due to the materials used and nature in production, slight differences may be present and modification may be required before installation.

If you are having trouble installing your item, or the product does not seem to be fitting your vehicle, please let us know. Our Technical Specialist will gladly assist you in installing your product.

If you decide to return the item(s), please email us at info@carbonfactory.uk informing us of the return accompanied by your Order Number, Reason for Return and Photos. We reserve the right to modify or override requests regarding replacement or refund.

Moreover, no replacements or refunds will be provided in the following situations:

  • The item(s) has been subject to misuse, neglect, accident, or improper installation.
  • The item(s) has been modified or altered from its original manufactured state.

 

Clearance item (Return)

All clearance items that are sold on ‘as is’ condition are not eligible for return, exchange or refund. Thus, it is the customers’ responsibility to inspect the items prior to purchase.