RETURNS & REFUNDS POLICY

ECU Connection

1. OVERVIEW

This policy sets out the terms under which returns, refunds, and exchanges are accepted.

Your rights may vary depending on whether you are a consumer or business customer, and whether the item is standard, repaired, or customised.

2. CONSUMER CANCELLATION RIGHTS (DISTANCE SALES)

Under the Consumer Contracts Regulations 2013:

2.1 Consumers have the right to cancel an order within 14 days of receiving goods.

2.2 To be eligible for cancellation:

  • Items must be unused
  • In original condition and packaging

2.3 This right does NOT apply to:

  • Customised or programmed ECUs
  • Cloned units
  • Goods made to your vehicle specification

3. REPAIRS & TESTING SERVICES

3.1 Where you send your unit for repair, this is classified as a service.

3.2 You may cancel:

  • Before work begins

3.3 If you request work to start within the 14-day period:

  • You lose your right to cancel once work has commenced

3.4 If cancelled after work has started:

  • You will be charged for work already completed

4. PROGRAMMED / CLONED / BESPOKE UNITS

4.1 Any unit that has been:

  • Programmed
  • Cloned
  • Data transferred
  • Coded to a vehicle

is classed as:

Bespoke goods made to customer specification

4.2 These items:

  • Cannot be cancelled or refunded once work has begun
  • Cannot be returned unless faulty

5. STANDARD GOODS (NON-CUSTOMISED)

5.1 Standard, unprogrammed items may be returned within 14 days of delivery.

5.2 Conditions:

  • Must be unused
  • Must be in original packaging
  • Must be in resalable condition

5.3 The Company reserves the right to:

  • Refuse returns not meeting these conditions
  • Apply deductions for handling or damage

6. FAULTY OR DEFECTIVE ITEMS

6.1 If goods are faulty, you may be entitled to a repair, replacement, or refund under the Consumer Rights Act 2015.

6.2 The Company may:

  • Test returned items
  • Reject claims where faults are due to:
    • Incorrect installation
    • Vehicle electrical issues
    • Damage after delivery

7. NON-RETURNABLE ITEMS

The following are not eligible for return unless faulty:

  • Programmed or cloned ECUs
  • Custom-configured electronic units
  • Special order parts
  • Items altered after delivery

8. RETURN PROCESS

8.1 To request a return, you must:

  • Provide proof of purchase
  • Contact us in advance for authorisation

8.2 Returns sent without approval may be refused.

8.3 Do not send items directly to manufacturers.

9. REFUNDS

9.1 Once your return is received and inspected:

  • You will be notified of approval or rejection

9.2 Approved refunds will be processed to the original payment method.

9.3 Processing times may vary depending on your bank or payment provider.

10. SHIPPING RETURNS

10.1 Customers are responsible for return shipping costs unless the item is faulty.

10.2 Shipping costs are non-refundable.

10.3 We strongly recommend:

  • Tracked delivery
  • Adequate insurance

The Company is not responsible for items lost in transit.

11. EXCHANGES

11.1 Exchanges are only provided for defective items.

11.2 Replacement is subject to:

  • Inspection
  • Stock availability

12. LATE OR MISSING REFUNDS

If you have not received your refund:

  • Check your bank account
  • Contact your card provider
  • Contact your bank

If still unresolved, contact us at: sales@ecuconnection/co.uk