DISTANCE PURCHASES
Notify within 14 days
For an eligible change-of-mind return, tell us within 14 days after receiving the goods.
DNA4X4 CUSTOMER INFORMATION
Clear information about changing your mind, incorrectly ordered parts, faulty or damaged goods, return costs and when refunds are issued.
For an eligible change-of-mind return, tell us within 14 days after receiving the goods.
Send the goods back within the following 14 days using the return instructions we provide.
Contact us with the order details and evidence. We will explain the appropriate next step.
BEFORE RETURNING ANYTHING
This policy applies to goods bought from DNA4X4 for personal use through our website, by telephone or through a distance-sale invoice. It should be read alongside our Terms & Conditions and Delivery & Shipping Policy.
Business purchases, workshop services and purchases completed at our premises may have different cancellation arrangements, which are explained below. Nothing in this policy limits your statutory rights.
START A RETURN
Contacting us first helps protect the item, avoids unnecessary carriage and makes sure your return reaches the correct location.
Email info@dna4x4s.co.uk with your order or invoice number and the item you want to return.
We will confirm the return address, reference and any label, collection or evidence required.
Include all parts, fittings, instructions, accessories and promotional items supplied with the product.
Once received and assessed, we will process the applicable refund, repair, replacement or other remedy.
CHANGE-OF-MIND RETURNS
If you are a consumer and buy without visiting our premises, you normally have a legal cooling-off period for eligible goods.
CANCELLATION PERIOD
Notify us clearly that you wish to cancel no later than 14 days after the day you receive the goods. If one order arrives in several deliveries, the period normally begins after the final relevant item is received.
You then have a further 14 days to send the goods back. Contacting us first does not reduce or replace your right to give a valid cancellation notice.
BEFORE DISPATCH
If your order has not entered dispatch, we will try to stop it and refund the cancelled goods. Supplier-direct orders can move quickly, so cancellation before dispatch cannot be guaranteed.
If the goods have already left, accept the delivery where practical and follow the return instructions we provide.
REASONABLE HANDLING
You may handle the product only as much as reasonably necessary to establish its nature, characteristics and function. Please keep it clean, protected and complete.
Installing, wiring, programming, modifying or road-testing a vehicle part will usually go beyond what is needed for a basic inspection and may reduce its value.
COMPLETE RETURNS
Return the product with its packaging where reasonably possible, together with instructions, fixings, wiring, accessories, certificates and any free or promotional item supplied as part of the order.
Kits and matched sets must be returned complete. Missing, damaged or excessively handled components may result in a lawful deduction for diminished value.
RETURN DELIVERY COSTS
The reason for the return determines who arranges and pays for carriage. Always wait for our instructions before booking transport.
| Reason for return | Return arrangement | Return cost |
|---|---|---|
| Change of mind or unsuitable itemThe correct product was supplied as described. | We confirm the destination; you arrange a suitable tracked and insured service unless we offer another method. | You normally pay the direct return cost. |
| Incorrect item suppliedDNA4X4 sent something different from your order. | We provide or agree the return method. | DNA4X4 pays the reasonable return cost. |
| Faulty, damaged or misdescribedThe issue is accepted as the responsibility of DNA4X4. | We provide or agree the return method, which may include a label or collection. | DNA4X4 pays the reasonable return cost. |
DIRECT & SUPPLIER RETURNS
Some items are fulfilled by a manufacturer, distributor or partner warehouse. We may therefore ask you to return the product directly to that location or use a supplier-issued label.
Do not send goods to our Newton Aycliffe address unless we have confirmed that destination for your return. Unauthorised returns can be delayed, refused by a third-party warehouse or incur avoidable carriage costs.
FITMENT & INCORRECTLY ORDERED PARTS
Vehicle parts can vary by model, year, engine, body style and specification—even when they look identical.
CUSTOMER-SELECTION ERROR
For an eligible distance purchase, the change-of-mind process applies. Stop before fitting or modifying the product and contact us within the cancellation period.
Return carriage is normally your responsibility where the product supplied matches the order and description.
OUR DESCRIPTION OR ADVICE
If we supplied the wrong item, described it incorrectly or confirmed compatibility based on accurate vehicle information and the item does not fit, contact us with the details.
We will assess it as an incorrect or potentially misdescribed product and arrange the appropriate remedy and reasonable return method.
FITMENT CHECKS
FAULTY, DAMAGED OR INCORRECT GOODS
Stop using or installing anything that appears unsafe, damaged, incomplete, incorrect or unsuitable for its stated purpose.
DELIVERY DAMAGE OR WRONG ITEM
Contact us as soon as reasonably possible—ideally within 48 hours—so packaging, courier records and other evidence remain available. Reporting later does not remove your statutory rights.
Please keep the goods and all packaging until we confirm the next step.
A FAULT DEVELOPS
Depending on the product, issue and time since purchase, we may ask for diagnostic information or arrange an inspection, test or return before confirming the remedy.
The appropriate legal remedy may be a refund, repair, replacement, price reduction or final right to reject, depending on the circumstances.
WHAT TO SEND US
Do not dispose of, dismantle, modify or arrange an unauthorised repair before giving us a reasonable opportunity to assess the item, unless urgent action is reasonably necessary for safety.
STATUTORY RIGHTS
Goods must be of satisfactory quality, fit for purpose and as described. A manufacturer’s warranty is additional and does not replace your rights against DNA4X4 as the retailer.
DAMAGE AFTER SUPPLY
Damage caused by misuse, collision, incorrect installation, unsuitable maintenance, unauthorised modification or fair wear and tear is not treated as a fault present when supplied. We will assess each case fairly.
SAFE USE
Do not continue driving or operating a product that may be unsafe. Contact us for instructions and, where necessary, seek qualified recovery or technical assistance.
REFUNDS
Refund timing begins once the legal and practical requirements for the relevant type of return have been met.
TIMING & PAYMENT METHOD
For a cancelled distance order, we will refund no later than 14 days after receiving the goods back or, where applicable, receiving acceptable evidence that they were sent back—whichever occurs first.
Refunds are made to the original payment method unless another method is expressly agreed, and no refund fee is charged.
ORIGINAL DELIVERY CHARGE
When an entire eligible distance order is cancelled, the basic outbound delivery charge is refunded. If you selected a more expensive express or premium service, the additional amount above standard delivery is not refundable.
For a partial return, the original delivery charge is not normally refunded where it would have been the same for the items kept.
DEDUCTIONS
For change-of-mind returns, we may make a lawful deduction where handling beyond what is reasonably permitted has reduced the product’s value.
Examples can include installation marks, damaged finishes, cut wiring, programming, missing components, contamination, modification or road use.
OTHER PURCHASES & EXCEPTIONS
Cooling-off rights depend on how the contract was made and the type of goods or services supplied. Faulty-goods rights still apply where relevant.
IN-PERSON PURCHASES
A purchase completed at our premises does not normally carry the distance-selling cooling-off period. We may consider an unused return at our discretion, without affecting rights for faulty or misdescribed goods.
PERSONALISED OR MADE-TO-SPECIFICATION
Where a product is genuinely made to your specification or clearly personalised, the legal cooling-off right may be excluded. We will identify this before the order is agreed. Faulty or misdescribed goods remain protected.
BUSINESS & TRADE ORDERS
Orders made wholly or mainly for business purposes are governed by the applicable quotation, invoice, trade terms and business law. Contact us before returning anything.
WORKSHOP-FITTED PRODUCTS
Fitted parts are not unused change-of-mind returns. If there is a product or installation concern, contact us and give DNA4X4 a reasonable opportunity to inspect and, where appropriate, put the work right.
WORKSHOP SERVICES & DEPOSITS
Service cancellations, labour and workshop deposits are governed by the written quotation or booking terms provided, together with your statutory rights. Ask us before approving work if anything is unclear.
FLUIDS, AEROSOLS & LARGE ITEMS
Liquids, aerosols, batteries, heavy parts and oversized goods can be restricted by carriers. Do not post them without approval; we will confirm a safe and lawful return method.
RETURNS SUPPORT
Have your order or invoice number ready. For damaged, faulty, incorrect or misdescribed goods, include clear photographs and any useful fitting or diagnostic information.
