This Returns Policy outlines the conditions under which you may cancel your contract or return goods purchased from Sinspeed, as per our Terms of Service.
1. Your Right to Cancel
You may cancel your contract under the following circumstances:
- Faulty or Misdescribed Goods/Services: If goods or services are faulty or not as described (see clause 14 for consumers or clause 15 for businesses in our Terms of Service).
- Cancellation Due to Our Actions: You may cancel immediately and receive a full refund if:
- You disagree with changes to our terms or products.
- There’s an error in pricing or description.
- There are long-term delays (exceeding 3 months beyond the estimated completion date) you were not made aware of.
- We suspend services for over 3 months.
- We breach the agreement.
- Consumer Right to Change Your Mind: As a consumer, you may cancel within 14 days of receiving goods or our service acceptance email, subject to conditions (see section 3).
- Other Scenarios: You may end the contract early by notifying us, receiving a refund for undelivered goods or services, less any reasonable costs we’ve incurred (see section 6).
2. Exceptions to Cancellation
You cannot cancel or return:
- Custom or personalised goods.
- Special order parts.
- Completed services.
- Goods inseparably mixed with other items after delivery.
3. Cancellation Timeframe
- Services: You have 14 days from our acceptance email to cancel. Once services are fully completed, cancellation is not permitted.
- Goods: You have 14 days from receiving the goods (or the final part of a split delivery) to cancel.
4. How to Cancel
To cancel, contact us:
- Phone or Email: Call 0203 815 9441 or email support@sinspeed.co.uk.
- Post: Write to Sinspeed, Unit 102 Heaver House, 12 East Street, Epsom, Surrey, KT17 1HX, including your name, address, and order details.
5. Returning Goods
If you cancel after goods have been dispatched or received:
- Return them in the same condition as received, unused, in original packaging, with receipt or proof of purchase.
- Contact us at 0203 815 9441 or support@sinspeed.co.uk for a return shipping label or instructions. Items sent back without prior arrangement may not be accepted.
- If exercising your consumer right to change your mind, return goods within 14 days of notifying us of cancellation.
6. Return Costs
We cover return costs if:
- Goods or services are faulty or not as described.
- You cancel due to changes to goods/services, pricing/description errors, delays exceeding 3 months beyond the estimated completion date due to factors outside our control, or other legal reasons caused by us.
In all other cases, including consumers changing their mind, you are responsible for return costs.
7. Collection Charges
If you’re responsible for return costs and we collect the goods, we’ll charge the direct cost of collection, matching our standard delivery fees, communicated by phone or email.
8. Refunds
- Refunds are issued via the original payment method, less any deductions (e.g., for delivery costs or services already provided).
- For consumers changing their mind:
- Refunds may be reduced if goods are mishandled.
- Delivery cost refunds won’t exceed our cheapest delivery option.
- Service refunds may deduct the value of services provided up to cancellation.
- Refunds are processed within 21 days of receiving goods back (for goods) or your cancellation notice (for other cases).
For assistance, contact us at 0203 815 9441 or support@sinspeed.co.uk.