Returns

Please call or email [email protected] prior to return for a Returns Authorisation Number (RNAxxxx). Failure to have this may cause unnecessary delay in the Returns procedure. Return carriage charges are payable by the customer unless otherwise stated.

Changing orders after being placed:

If you wish to amend a UK order after it has been placed please contact us as soon as possible by phone phone number and we will amend the order if possible. If you send an email it may not be seen in time and the alteration may no longer be possible.

Unfortunately we are unable to change part numbers or add to or combine any NON-UK orders after they have been placed as per the notice at the checkout.

Order cancellations:

You are free to cancel your order at any time and for any reason before it is dispatched. To cancel, we need explicit instructions from the person who placed the order either by email or by phone.

An order may not be cancelled after it has been dispatched or while it is in transit, but must be treated as a return. In this eventuality, a refund for the goods will be provided when they are returned to us and payment for return carriage will be payable by the customer.

Goods not required or incorrectly ordered:

Under the Consumer Contracts Regulations, you are free to cancel your your order and return unwanted goods within fourteen days of delivery. Please notify Paddock by phone or email to obtain the RNA number.  Goods must be returned at your expense, in the original unmarked packaging. They must be in the same new and unused condition as originally sold, adequately packed to avoid damage in transit. It is suggested that goods are sent registered post or insured with the courier as damaged goods cannot be refunded.

Upon satisfactory inspection, the full value of the goods will be refunded to the payment method used at the point of sale.

Paddock will also accept goods not required up to 30 days following the date of delivery. The same conditions apply as above, but may be subject to a 10% to 15% restocking/reboxing fee. Paddock reserve the right to refuse the return of unwanted goods outside the 30 day period.

Damaged goods:

Receipt of damaged goods must be reported to Paddock within 24 hours of delivery to comply with the couriers’ policies.  If the damage is visible upon delivery, please sign the courier note as “damaged”. You will be issued with an RNA number and asked to keep all packaging and to supply photos of both the goods and packaging by email to Paddock. This will enable us to replace the goods as swiftly as possible.

Paddock will then arrange with you to return the damaged item at our cost and at your convenience.

Missing items:

Paddocks must be notified of missing items from an order within 24 hours of delivery. We understand that parts ordered are not always for immediate use but we ask that all orders are fully checked upon receipt to ensure nothing is missing from the order. If we are notified of missing parts later than this we may be unable to replace items at the discretion of Paddock management.

Faulty or defective goods:

You are free to return defective goods under a warranty claim for the full warranty period after delivery. We must be notified of the failure urgently and receive the part within 14 days of failure.  You will be asked to complete our warranty return form in full, including vehicle details, to ensure that we have a complete explanation of the problem. If the item is found to be faulty, you will have the option of a free replacement or repayment of cost and return delivery charge.

It may be necessary to return the item to the supplier or manufacturer to confirm the reason for failure. This may be a lengthy process and if a replacement is urgent, we will ask you to pay for another item until the inspection procedure is completed. Upon confirmation of defect, this cost will be refunded with return delivery charge.

Please note that the warranty given by both Paddock and the manufacturers of our products will only cover the value of the item. Labour charges and other costs are not included. Please be aware - If the part is found to have failed due to damage caused when fitting or incorrect fitment, or in the case of electrical goods, due to faulty wiring etc, refund of the part will not be made.

Incorrect goods despatched:

Occasionally the wrong item is sent to a customer due to Paddock’s picking/packing error.. 

We will offer an exchange for the correct item or a full refund upon return in a new and unused condition.

Paddock will issue an RNA number and can arrange to collect, arrange for you to leave at a local shop for collection, or will refund the postage cost to enable the return.

Refunds:

Where a refund is the most suitable course of action, payment will be made by the same method used on the original sale.  Please be aware that refunds are processed by credit & debit card companies less quickly than sales and may take several days to appear on your statement after it has been authorised.

Paddock reserve the right to refuse returned goods if necessary. Reasons may include:

Goods that have been used.

Soiled goods/product box.

Goods that have an odour i.e. smoke or fuel.

Goods damaged as a result of misuse or ill-treatment.

Ordering incorrectly:

Paddock cannot be held responsible for any items incorrectly ordered online. If you have previously discussed the order with our customer service team, we can only advise on the information given at that time. We are finding that an increasing number of customers are ordering incorrectly and are sometime unaware of the changes, upgrades or modifications that have been made to their vehicles by previous owners. If unsure, you are free to call us on 01629 760877 and we will do our best to help you. Most items on the website include a "Compatible Vehicles" section to provide further information about the items suitability - If you are unsure please contact us for advice before placing the order. Please also note that many items on our website have further information on their specific 'product page' so it is often best to click onto an item rather than simply ordering it from a list of different items.