Last reviewed: 12 January 2026.
The principle
If a service we performed has not been performed to a reasonable standard, or a part we supplied has failed prematurely, we will put it right at our cost. That is the law under the Consumer Rights Act 2015, and it is also how a workshop that wants you back next year ought to behave.
Returning a part you bought from us
If you have purchased a part from us as a counter sale (without us fitting it), we accept returns within 30 days of purchase, provided the part is unfitted, in its original packaging and accompanied by the receipt. We refund the cost of the part less any restocking fee charged to us by the supplier — typically 10% on electrical components and 0% on standard mechanical parts.
Some parts are non-returnable by the supplier and therefore by us. These are listed on the receipt at point of sale and include: special-order items, parts that have been opened where the seal is part of the warranty, and items cut to length.
If a part we fitted has failed
Every part we fit is covered by our 180-day workshop warranty. If a part fails inside that window, please contact the workshop and we will arrange a return visit. The faulty part will be diagnosed; if the failure is within the warranty terms, the part will be replaced and the labour to replace it will be covered. There will be no further invoice.
Where a failure occurs outside the 180-day warranty window, statutory rights still apply for a longer period (up to six years in England and Wales for goods of unsatisfactory quality) — but the workshop warranty is the simpler, faster route, which is why we set it up that way.
If the workshop service was not what you expected
If you collect the car and feel the work has not been carried out to a reasonable standard, please tell us as soon as possible — ideally before you leave the forecourt, or with a phone call within 48 hours. We will book the car back in at no cost and either rectify the issue or refund the relevant labour, whichever is appropriate.
We would much rather you tell us than tell a review site. We always offer a remedial visit before any other path. The vast majority of these conversations end with a small adjustment, a coffee in the office, and the relationship intact.
Refund timing and method
Refunds are issued by the same method that the original payment was received: bank transfer back to the originating account, or refund to the card used. We do not issue refunds by cheque.
Card refunds typically appear in your statement within 3–5 working days. Bank transfers are processed daily by our accounts team and reach the destination account within 1–2 working days.
What we cannot refund
- Diagnostic time spent honestly — if we performed a thorough diagnostic and reached a sound conclusion, the diagnostic time is not refundable, even if you choose not to proceed with the recommended fix.
- Specially-ordered parts — once a part has been ordered specifically for your vehicle, the parts cost stands, less any restocking refund the supplier offers.
- MOT test fees — paid to the testing authority, not retained by us, and not refundable to either party.
Escalation
If you have raised a refund request and feel the response has not been reasonable, please ask to speak with the workshop owner directly: Andrei Loek, on the workshop telephone number, or by emailing [email protected] marked for his attention. Where we cannot reach a reasonable resolution between us, the dispute may be referred to the Motor Ombudsman, the trade-recognised independent service for vehicle-trade disputes.