Terms of service

Terms & Conditions of Sale

Last updated: September 2026

These terms apply to every order placed with 12K Retrofits ("we", "us", "our") for goods (kit-only / supply only), supply & fit, coding, activation, diagnostic or mobile fitting services, whether ordered through 12kretrofits.com, by email, phone, message or in person. By placing an order you agree to these terms and to our Returns, Refunds & Warranty Policy, which forms part of them. If you are a consumer, nothing in these terms affects your statutory rights.

1. About us and how to contact us

12K Retrofits is a UK business based in Leicester. Email dan@12kretrofits.com, phone 07908 857341. Our full contact details are in our Contact information. We may update these terms at any time; the version in force is the one published on this page when you place your order.

2. Orders, prices and payment

  1. All orders are subject to availability and acceptance. An order is accepted when we send an order confirmation or, for fitting services, when we confirm a date. We may decline any order.
  2. Prices are in GBP and include UK VAT where applicable. Delivery, travel and any optional extras are shown separately at checkout. Prices for international customers exclude any import duty, tax or fees, which are your responsibility.
  3. If a price is obviously wrong (for example a pricing or system error) we may cancel the order and refund you in full, even after confirmation, and will tell you as soon as we become aware.
  4. Payment in full is required before dispatch of goods or confirmation of a fitting date, unless we have agreed a deposit in writing. Deposits are applied against the final price. Balances for fitting are due on completion of the work on the day, before the vehicle is released.
  5. Quotations are valid for 14 days unless stated otherwise and are based on the vehicle and information you provide. If the vehicle differs from what was described (year, market, head unit, existing modifications, dealer software updates), the price may change.

3. Vehicle compatibility and your responsibilities

  1. Our kits are vehicle-specific. It is your responsibility to give us accurate information about your vehicle (make, model, model year, market/region, VIN, head unit type, screen size, existing options and any previous retrofits or modifications). We rely on this information to select and, where applicable, code the kit.
  2. Where we confirm compatibility in writing based on the information you provide, we will supply a kit suitable for that specification. Where you order without confirming compatibility with us, or where the information you provide is inaccurate or incomplete, any resulting incompatibility is not a fault in the goods and is treated as a change-of-mind return under our Returns Policy, subject to its exceptions and deductions.
  3. Apple CarPlay and Android Auto are products of Apple Inc. and Google LLC respectively. Their features, appearance and compatibility with phones and apps are controlled by those companies and by your phone's software, and may change without notice. We are not responsible for changes to, restrictions on, or the removal of features by Apple, Google, app developers or the vehicle manufacturer.
  4. Retrofit kits are aftermarket products. They are not manufactured, endorsed or approved by the vehicle manufacturer. Some functionality (for example, certain steering-wheel controls, voice buttons, camera integration or audio routing) depends on the vehicle's specification and may differ from the factory system; where we have described a limitation on the product page, that limitation is part of the description of the goods.
  5. You must ensure the vehicle's battery is in good condition and its electrical system is free of existing faults before fitting. We may decline to proceed, or charge additional time, if a vehicle presents with pre-existing electrical faults, warning lights, aftermarket wiring, or non-standard components that were not disclosed.

4. Delivery

  1. Estimated dispatch and delivery times are shown at checkout and are estimates only. Time is not of the essence. We are not responsible for delays caused by couriers, customs, weather, strikes, or events outside our reasonable control.
  2. Risk in the goods passes to you on delivery to the address you gave us. If you give an incorrect address or are not available to receive a delivery, any redelivery or return costs are chargeable.
  3. You must inspect goods on receipt and report any transit damage or shortage within 48 hours with photographs, so that we can claim from the carrier. Claims reported later may be declined by the carrier and we may be unable to assist.
  4. International orders: you are the importer of record. Import duty, taxes, customs clearance and brokerage fees are your responsibility and are payable to the carrier or customs authority on arrival. We do not collect or refund them. Orders refused at customs and returned to us will be refunded less outbound and return carriage and any charges levied on us.

5. Fitting and mobile services

  1. Fitting is carried out at your home, workplace or storage location within our published service area, or elsewhere by arrangement. You must provide safe, level, dry, lit access to the vehicle, and a location where the work can lawfully be carried out.
  2. Booking a fitting date within 14 days of ordering is an express request that we begin the service within the cancellation period; see our Returns Policy, Section 3.
  3. Cancellations or changes with less than 48 hours' notice, or wasted visits caused by matters within your control, may be charged as set out in our Returns Policy, Section 6.
  4. We take photographs of the vehicle interior before and after work for our records and yours. Aged, brittle or previously disturbed trim, clips and fixings may mark or break during removal despite reasonable care; we will tell you if we identify this risk before starting and are not liable for such inherent wear when reasonable care and skill has been exercised.
  5. We carry out fitting with reasonable care and skill. Where a fitting service is not carried out with reasonable care and skill, your remedy is for us to put it right; if that is not possible within a reasonable time, a price reduction.
  6. Coding, activation and software services are provided as a service and, once completed at your request, are not refundable. Where a vehicle later receives dealer or manufacturer software updates that affect the retrofit, re-coding is a new chargeable service.

6. Kit-only (self-install) purchases

  1. For kit-only orders, installation is your responsibility or that of your chosen installer. We supply fitting guides and remote support at our discretion, but we do not supervise your installation.
  2. We accept no liability for damage to the vehicle, its electrical system, head unit, screen, airbags, trim or any other component arising from installation by you or a third party, or from failure to follow the fitting guide.
  3. The warranty on kit-only goods is conditional on the installation documentation described in our Returns Policy, Section 5. Keep photographs of every connection you make.

7. Warranty and returns

Our 18-month hardware warranty, the process for reporting faults, your right to cancel a distance sale and its exceptions, deductions for handled or installed goods, "no fault found" charges, business-customer terms and international returns are all set out in our Returns, Refunds & Warranty Policy, which forms part of these terms. In summary: contact us first; nothing is refunded or replaced until the goods have been inspected; you pay return postage unless a manufacturing fault is confirmed; goods that have been installed, coded to your vehicle, or had looms cut or connected cannot be returned as new.

8. Our liability

  1. Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be limited or excluded.
  2. Subject to paragraph 1, we are not liable for: loss of use of the vehicle or downtime; loss of profit, business, revenue or contracts; hire-car or transport costs; costs of third-party diagnosis, removal or refitting not authorised by us in writing; data loss on your phone or vehicle; damage caused by installation we did not carry out; or any indirect or consequential loss.
  3. Subject to paragraph 1, our total liability to you arising from any order, whether in contract, tort (including negligence) or otherwise, is limited to the total price paid by you for that order.
  4. Where we carry out fitting, our liability for damage to your vehicle caused by our negligence is limited to the reasonable cost of repair of the damaged part, and you must give us the opportunity to inspect and, where appropriate, remedy the damage ourselves or through a repairer of our choosing before incurring third-party costs.
  5. We do not warrant that aftermarket equipment will be accepted by your vehicle manufacturer, dealer or insurer. Any effect on a manufacturer's warranty, a lease agreement, a finance agreement or an insurance policy is your responsibility to check and is not our liability. Our kits use vehicle-specific plug-in looms and are designed to be reversible; on request we can remove a kit and return the vehicle to standard as a chargeable service.

9. Business and trade customers

If you buy in the course of a business, the consumer protections referred to in these terms and in our Returns Policy do not apply to you, all implied warranties and conditions are excluded to the fullest extent permitted by law, there is no right to cancel, our liability is limited as in Section 8, and any goodwill return is at our discretion and subject to a 20% restocking charge. Trade accounts may be subject to separate written terms which take precedence.

10. Events outside our control

We are not liable for any failure or delay caused by events outside our reasonable control, including supplier or manufacturer delays, courier failures, customs delays, illness, severe weather, road closures, vehicle breakdown, strikes, or changes made by Apple, Google or the vehicle manufacturer. We will tell you as soon as reasonably possible and agree a new date or, if the delay is substantial, you may cancel and receive a refund for goods or services not yet supplied.

11. Intellectual property and content

All content on 12kretrofits.com, including photographs, videos, text, fitting guides and compatibility data, is owned by or licensed to 12K Retrofits and may not be copied or reused without our written permission. Vehicle, manufacturer and product names are used for identification and compatibility purposes only and remain the property of their respective owners; no affiliation or endorsement is implied.

12. Data and privacy

We process your personal data in accordance with our Privacy Policy. We may keep photographs of your vehicle taken during fitting, vehicle details and VIN for warranty, support and records purposes.

13. Complaints

If you are unhappy with anything, please email dan@12kretrofits.com with your order number and we will respond within 5 working days. We aim to resolve every complaint directly and fairly.

14. General

  1. These terms and any order are governed by the laws of England and Wales and subject to the exclusive jurisdiction of the courts of England and Wales, save that consumers resident elsewhere in the UK may bring proceedings in their local courts and may rely on mandatory consumer protections of the country in which they live.
  2. If any part of these terms is found unenforceable, the remainder continues in force.
  3. These terms, together with the Returns, Refunds & Warranty Policy, Privacy Policy and your order confirmation, are the entire agreement between us. No verbal statement or representation forms part of the contract unless confirmed in writing.
  4. Our failure to enforce any term does not waive our right to enforce it later.
  5. Nobody other than you and us has any rights under these terms.