Returns Policy

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Returns Policy

Returns Policy — Combellack Vehicle Recyclers Limited 

Business: Combellack Vehicle Recyclers Limited
Address: Trendale Industrial Park, Roche, St Austell, Cornwall, PL26 8HS
Opening hours: Monday–Friday 08:30–17:30
Returns contact: onlineparts@combellack.co.uk | (01726) 891100

This Returns Policy applies to all customers (trade and retail). It sits alongside your legal rights (where applicable).

1. Before you return anything: you must get authorisation (RMA)

All returns require written approval and an RMA/Return Reference Number before goods are sent back.

To request an RMA, please provide complete the Returns form located here:

  • Order Method
  • Invoice number
  • Name, Address and Postcode
  • Vehicle Registration
  • Part Tag Number
  • Part Description
  • reason for return (see section 2)
  • photos of the part and any security markings (and packaging/labels if relevant)
  • for faults: details of the fault and any diagnostic report (if available)
Returns received without an RMA may be refused, delayed, or returned to sender.

1.1 Return method (label drop-off or courier collection)

Depending on the size, weight and nature of the Part(s), we will either:

  • Provide a returns label for you to drop the parcel at a nominated drop-off point (e.g., a DPD drop-off location); or
  • Arrange a courier collection for larger/heavier items.
The return method will be confirmed when your return is authorised (RMA issued).

1.2 Missed collection, rebooking and replacement labels

  • Courier collections (large items): If a collection is arranged and no-one is available at the agreed time, or the Part(s) are not ready for collection, we may charge a reasonable re-collection/rebooking fee to cover additional carrier costs. Any fee will be confirmed before we arrange a further collection.
  • Return labels (drop-off): If a returns label expires, is not used, is lost, or needs to be reissued for reasons not caused by our error, we may charge a reasonable replacement label/rebooking fee to cover our costs. Any fee will be confirmed before we reissue the label.
    These fees do not apply where the return is due to our error (e.g., incorrect item supplied) and do not affect your statutory rights.
2. What type of return is it?

We handle returns under the following categories:

A. Damaged in transit / Missing items

  • Notify us within 24 hours of delivery (or next working day).
  • Provide clear photos of: (1) the part, (2) the damage/issue, (3) outer packaging, (4) labels, and (5) delivery label(s).
  • Keep all packaging until the matter is resolved.
  • You must return the parts within 14 days of contacting us about the issue.
  • This reporting timeframe helps us claim with the carrier and resolve issues quickly, but it does not affect your statutory rights.
B. Incorrect item supplied (our error)

If we supplied the wrong item, we will arrange an exchange or refund once the original item is returned, subject to inspection.

C. Faulty item (warranty claim)

If a part is faulty within the warranty period stated in our Terms & Conditions, we will assess the claim and provide an exchange/replacement, or a refund if a replacement isn’t available within a reasonable time. You must return the parts within 14 days of contacting us about the issue.
 Where a part is faulty, not as described, or incorrectly supplied, this policy does not limit your statutory rights.


D. Change of mind / Ordered incorrectly (goodwill return)

If the part was correctly supplied but you no longer need it / ordered in error, we may accept it back at our discretion if:

  • you contact us within 7 days of delivery/collection, and
  • the part is returned in the required condition (see section 3).
  • The part is returned to us within 14 days of you first making contact regarding its return
Handling/restocking fee: If accepted, a 20% handling/restocking fee applies.
This fee does not apply where you are exercising a statutory right to cancel for distance sales (see section 4).

3. Return condition requirements (all approved returns)

To be eligible for return/exchange/refund, the part must:

  • be returned in the same condition as supplied (“as received”), complete, and with all security marks/stamps/labels intact
  • be securely packaged to prevent transit damage
  • be complete (including any items supplied with it)
  • be clean and safe to handle
  • have no painting, welding, cutting, drilling, or other modification
  • be undismantled/untampered (except routine service adjustment where permitted)
  • be drained of oils/fluids where applicable and returned dry, clean, and safe to transport
  • be packaged and, where necessary, sealed to prevent leakage in transit
  • be returned within 14 days of a return request being received
If goods arrive damaged due to poor packaging, incomplete, altered, contaminated, leaking, or with markings removed, we may refuse the return or reduce any refund.

Unidentified/unauthorised returns: Goods sent back without an RMA, or that can’t be matched to an invoice/customer, may be refused.

4. Consumer 14-day cancellation (online/phone/mail order distance sales)

If you are a consumer and bought at a distance, you generally have the right to cancel within 14 days of receiving the goods, and then a further 14 days to return the goods after notifying cancellation.

4.1 How to cancel

To cancel, email onlineparts@combellack.co.uk (or use the Model Cancellation Form below) with:

  • your name and address
  • invoice number
  • what you bought
  • the date you received the goods
  • a clear statement that you wish to cancel the contract

4.2 Return costs

Unless we agree otherwise, you are responsible for the cost of returning goods for distance-sale cancellations.

4.3 Refund of outbound delivery

Where required by law, we refund the cost of standard outbound delivery.
If you chose an upgraded delivery service (e.g., timed/express), the upgrade element is not refundable to the extent permitted by law.

4.4 Condition and deductions for handling (diminished value)

You may handle the goods only as much as you would be allowed to in a shop to inspect them.
 If the goods have been handled more than necessary, we may make a deduction for diminished value (where permitted by law).
For example, if goods have been installed/fitted and this goes beyond what is necessary to inspect them, a deduction may be made for any diminished value (where permitted by law).

4.5 Refund timing

We will issue your refund without undue delay, and no later than 14 days after:

  • we receive the goods back, or
  • you provide evidence you have sent the goods back,
     whichever is earlier.
If we have offered to collect the goods, we will refund within 14 days of the day you told us you wished to cancel.

4.6 No “restocking fee” for statutory cancellations

We do not charge a blanket restocking/handling fee where a consumer is exercising a statutory right to cancel.

5. Electrical items / fitted parts (important restriction)

  • Electrical items cannot be returned for change of mind once fitted/installed, or once protective seals/marks are broken.
  • This restriction applies to goodwill change-of-mind returns and does not remove statutory rights for distance-sale cancellations (see section 4), although a deduction for diminished value may apply where permitted by law.
  • Where an electrical item is faulty, not as described, or incorrectly supplied, we will handle the matter in line with your statutory rights and our warranty process.
6. Engines and gearboxes (special rules)

Engines

  • “Complete engine” refers to the core unit (typically head, block, sump) unless ancillaries are itemised.
  • Any non-itemised ancillaries left on an engine are supplied as-is/free of charge and are not covered.
  • Warranty requires professional fitting and installation with new timing belt/chain (where applicable) and new oil.
Gearboxes

  • Warranty requires professional installation and filling with new gearbox oil/fluids to specification.
Failure to follow these conditions may invalidate a warranty claim.

7. Refunds and exchanges

  • Approved refunds are made to the original payment method.
  • For goodwill returns, the 20% handling fee is deducted from the refund.
  • Delivery charges are not refunded for goodwill returns (except where the law requires otherwise).
  • Warranty remedies are handled in line with your Terms & Conditions (typically exchange, or refund if exchange unavailable).