Refund policy

Returns, Refunds & Warranty Policy

Last updated: September 2026

This policy applies to all purchases from 12K Retrofits ("we", "us"), whether kit-only (supply only), supply & fit, coding/activation services or mobile fitting services. It forms part of our Terms of Service. Nothing in this policy affects your statutory rights as a consumer under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

Please read Section 1 before ordering. Our products are vehicle-specific electronics. Once installed, coded to a vehicle, or with looms cut, spliced or connected, they cannot be resold as new and this policy applies deductions accordingly.

1. Summary

Changed your mind (kit-only, bought online)? You have 14 days from delivery to tell us, and a further 14 days to return the goods. You pay return postage. The goods must be unused, uninstalled, complete and in original packaging. We deduct for any loss in value caused by handling beyond what a shop would allow.
Coded, programmed or vehicle-configured kits and fitting/coding services already carried out at your request are exempt from the right to cancel.
Faulty goods? Contact us first for remote diagnosis. Genuine faults are covered under your statutory rights and our 18-month warranty. Goods must be returned for inspection before any refund or replacement is issued.
"No fault found" returns and faults caused by incorrect installation are chargeable.
Business/trade customers have no right to cancel and are covered by warranty only (Section 7).

2. Right to cancel (consumers, distance sales)

If you are a consumer and bought goods from us online or by phone without a face-to-face meeting, you have a legal right to cancel under the Consumer Contracts Regulations 2013:

Cancellation period. You may cancel at any time up to 14 days after the day you (or a person you nominate) receive the goods. To cancel, email dan@12kretrofits.com with your order number and a clear statement that you wish to cancel. You may use the cancellation form at the end of this policy but do not have to.
Returning the goods. You must send the goods back to us within 14 days of telling us you wish to cancel. You are responsible for the cost of returning the goods and for their safe arrival. Use a tracked, insured service and keep proof of postage. Goods lost or damaged in transit on a change-of-mind return are your responsibility.
Condition of goods and deductions. You may inspect the goods as you would in a shop, but you must not install, connect, power up, code, modify, cut, splice or otherwise use them. We will deduct from your refund an amount reflecting any reduction in the value of the goods caused by handling beyond what is necessary to establish their nature, characteristics and functioning. Depending on the condition this deduction may be up to 100% of the price. Examples of handling that will attract a deduction include, without limitation: connectors plugged in or looms connected to a vehicle; cut, trimmed, spliced, soldered or taped wiring; removed protective films; scratched or marked screens or trims; missing components, cables, fixings, manuals or packaging; any evidence of installation.
What we refund. We refund the price paid for the goods and the cost of standard outbound delivery. We do not refund the extra cost of any premium, express, timed or international delivery you chose. We do not refund return postage, customs duties, import taxes or brokerage fees.
When we refund. We will refund within 14 days of receiving the goods back, or (if earlier) within 14 days of you providing evidence that you have sent them. We may withhold the refund until we have received the goods or that evidence. Refunds are made to the original payment method.
Missing or damaged returns. If a return arrives incomplete or damaged we will notify you with photographs and apply the deduction in paragraph 3.

3. Exceptions — where the right to cancel does not apply

By law, the 14-day right to cancel does not apply to:

Personalised or vehicle-specific goods. Where, at your request and before dispatch, a kit is coded, programmed, VIN-locked, activated or configured to your specific vehicle, it has been made to your specification and cannot be resold. Once that work has been carried out you cannot cancel the order for that item. You will be told at the point of order if an item requires vehicle-specific configuration.
Services that have been completed. If you ask us to carry out fitting, coding, activation or diagnostic work within the 14-day period and we complete it, you acknowledge that you lose the right to cancel that service once it has been fully performed. By booking a fitting date within 14 days of ordering, you expressly request that we begin the service within the cancellation period.
Services partly performed. If you cancel a service after we have started it at your request but before it is complete, you must pay a proportionate amount for the work done and any travel and materials costs incurred up to the point of cancellation.
Digital content and software. Firmware, coding files, activation codes or licences supplied electronically once you have consented to immediate supply.
Business purchases (see Section 7).
Goods bought in person at a fitting or event (not a distance sale).

4. Faulty, misdescribed or unfit goods (Consumer Rights Act 2015)

All goods we supply must be of satisfactory quality, fit for purpose and as described. If they are not, your remedies are:

Within 30 days of delivery: you may reject the goods for a full refund, or choose a repair or replacement.
After 30 days and within 6 months: we will repair or replace the goods. If a repair or replacement is not possible, or fails, you may then choose a price reduction or a final refund. A deduction for use may be applied to a refund after the first 6 months of ownership.
After 6 months: you must show that the fault was present when the goods were delivered. Our 18-month warranty (Section 5) continues to apply on the terms set out there.

Process for all fault claims:

Contact us first. Email dan@12kretrofits.com with your order number, vehicle make/model/year/VIN, a clear description of the fault, and photographs or video showing it. Remote diagnosis and support will always be offered first, and you agree to cooperate reasonably with it (including following troubleshooting steps, providing photographs of connections and, where relevant, allowing remote access to the unit).
Inspection before remedy. Where we cannot resolve the issue remotely we will issue a returns authorisation (RMA) number. Goods returned without an RMA may be refused. No refund, replacement or repair is issued until the goods have been received and inspected by us or the manufacturer. Do not send goods back without an RMA.
Return shipping for genuine faults. Where a genuine manufacturing fault is confirmed we bear the reasonable cost of return postage within the UK, either by providing a label or by reimbursing standard tracked postage on production of a receipt. We do not reimburse express or uninsured services.
No fault found. If on inspection the goods are found to be working correctly, or the reported problem is caused by installation, vehicle condition, incompatible or modified vehicle hardware, third-party equipment, software on your phone, or anything else outside the goods themselves, the return is treated as a change-of-mind return under Section 2, and we may charge a reasonable inspection fee and the cost of returning the goods to you, which will be quoted before the goods are sent back.
Damage caused by installation. Faults caused by incorrect installation, reversed polarity, incorrect connections, water ingress, physical damage or modification are not manufacturing faults and are not covered by your statutory rights or our warranty. We may offer a chargeable repair.
Refund amount. Refunds for faulty goods are of the price paid for the goods and standard outbound delivery. Fitting charges are refunded only where the fitting itself was carried out without reasonable care and skill; where a faulty part is replaced under warranty on a supply-and-fit order, we will refit the replacement rather than refund the fitting.

5. 18-month hardware warranty

In addition to your statutory rights, hardware supplied by 12K Retrofits carries an 18-month warranty from the date of delivery (kit-only) or fitting (supply & fit), covering manufacturing defects and hardware failures under normal use. The warranty is offered to the original purchaser only and is not transferable.

Conditions. To make a warranty claim you must provide:

Your order number and proof of purchase;
For self-installed or third-party-installed kits: a completed fitting form (supplied with the kit), photographs of every connection made during installation, and a photograph of the mounting location of each module;
Photographs or video of the fault and cooperation with remote diagnosis (Section 4).

Failure to provide this documentation, or documentation that shows incorrect installation, will result in the warranty claim being declined.

Not covered: incorrect installation where documentation cannot confirm otherwise; damage caused by the customer or a third-party installer; physical damage, misuse, neglect, accident, fire, flood or vehicle electrical faults; water ingress from improper sealing; modification, opening or repair of the hardware by anyone other than us or the manufacturer; wear and tear (including cosmetic wear, scratched screens and worn buttons); consumables (fuses, tapes, adhesives, cable ties); faults arising from vehicle software updates by a dealer or third party, phone software updates, or changes to Apple CarPlay / Android Auto by Apple or Google; incompatibility with vehicles or equipment not confirmed as compatible by us in writing; and any consequential loss.

Remedy. Our warranty remedy is, at our option, repair or replacement of the defective part. Replacement parts may be new or refurbished and carry the balance of the original warranty. Where repair or replacement is not economically possible we may refund the price paid, less a reasonable deduction for age and use.

Warranty labour. Warranty covers the part. For supply-and-fit orders we will refit the replacement part at no charge within the UK mainland at a mutually agreed date. For kit-only orders, removal and refitting is your responsibility and cost. Where a warranty visit requires travel outside our normal service area, or outside the UK, travel and logistics costs are agreed in advance on a case-by-case basis and may be chargeable.

6. Fitting appointments, deposits and cancellations

Deposits. Where a deposit is taken to secure a fitting date, it is applied against the final price. Deposits are refundable if you cancel under Section 2 within the cancellation period and before any work or travel has begun.
Late cancellation and no-shows. Fitting is a mobile service and time and travel are committed in advance. If you cancel or rearrange with less than 48 hours' notice, or we attend and cannot carry out the work because of something within your control (vehicle not available, no access, no power, vehicle not as described, keys or security codes not available), we may charge our reasonable costs actually incurred, including travel at our published mileage rate and, for no-shows, a reasonable charge for the lost appointment. These charges are a genuine pre-estimate of our loss and will be itemised.
Vehicle condition. You must disclose any existing faults, previous retrofits, aftermarket wiring, non-standard head units, or dealer software updates before the appointment. If undisclosed issues prevent or extend the installation, additional time is chargeable at our hourly rate and we may decline to proceed without refund of costs incurred.
Pre-existing damage. We photograph the vehicle interior before and after work. We are not responsible for pre-existing damage or for wear to fragile, aged or previously disturbed trim clips and panels that is inherent in removing them, provided we have exercised reasonable care and skill.

7. Business and trade customers

If you buy in the course of a business (including garages, dealers, detailers, installers and fleet operators, or where a trade discount or VAT invoice to a business is provided), you are not a consumer. The Consumer Contracts Regulations 2013 and the consumer provisions of the Consumer Rights Act 2015 do not apply. In particular:

There is no right to cancel or return goods for any reason other than a manufacturing defect;
Your sole remedy for defective goods is the 18-month warranty in Section 5, and all other warranties, conditions and terms implied by statute or common law are excluded to the fullest extent permitted by law;
Our total liability to you in respect of any order is limited to the price paid for that order, and we are not liable for loss of profit, loss of business, vehicle downtime or any indirect or consequential loss;
Any agreed goodwill return is at our discretion and subject to a restocking charge of 20% and return in unused, resaleable condition.

8. International customers

You are responsible for all import duties, customs charges, taxes and brokerage fees in your country. These are not refundable in any circumstances, including where goods are returned.
Return shipping from outside the UK is at your cost and risk for change-of-mind returns. For confirmed manufacturing faults we will reimburse the reasonable cost of standard tracked international postage on production of a receipt, up to the equivalent UK cost, or arrange collection at our discretion.
Goods returned from outside the UK must be clearly marked as "returned goods — UK origin" with the RMA number; any duty or VAT charged to us because of incorrect customs declaration will be deducted from your refund.
Warranty visits outside the UK are subject to Section 5 (travel and logistics agreed in advance and may be chargeable). Remote support is always offered first.

9. General

Refunds are made to the original payment method only, in GBP. We are not responsible for exchange-rate differences or bank charges.
We may refuse a return or deduct from a refund where these conditions have not been followed, and we will explain why in writing.
Where goods are returned to us under Section 2 and not collected or not paid for return within 60 days of our request, we may dispose of them.
This policy is governed by the laws of England and Wales. If you are a consumer you may also rely on mandatory consumer protections of the country in which you live. Disputes are subject to the jurisdiction of the courts of England and Wales.
If any part of this policy is found to be unenforceable, the rest continues to apply.

10. Contact and returns address

12K Retrofits
Email: dan@12kretrofits.com
Phone: 07908 857341
Website: 12kretrofits.com

Returns address is provided with your RMA number. Do not return goods to any other address.

Model cancellation form

(Complete and return this form only if you wish to cancel a consumer distance-sale contract under Section 2.)

To: 12K Retrofits, dan@12kretrofits.com
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: ________
Ordered on: ________ Received on: ________
Order number: ________
Name of consumer(s): ________
Address of consumer(s): ________
Signature of consumer(s) (only if this form is notified on paper): ________
Date: ________

Country/Region