Returns and exchange

Scope and relationship to statutory rights

This Returns and Exchange Policy applies to purchases made through this website and phone/e-mail orders.

For the purposes of these Terms, a ‘consumer’ means an individual acting for purposes wholly or mainly outside their trade or profession. Where goods are purchased for business, trade or professional use, the purchaser is deemed to be a business customer.

If you are a Consumer, you may have statutory rights to cancel a distance contract within the cooling‑off period and statutory rights in relation to faulty goods. These statutory rights cannot be excluded by policy terms.

Consumer cancellations for online/phone/mail orders

If you are a Consumer and you cancel within the statutory cancellation period applicable to distance sales, you must inform us of your decision to cancel within the relevant timeframe. The cancellation period for distance sales generally ends 14 days after delivery.

You must return the Goods without undue delay and within the required period after cancelling.

Refund timing: we will refund payments (including the standard outbound delivery cost, where applicable) within 14 days of receiving the returned Goods or evidence of return, whichever occurs earlier.

Where permitted, we may make a deduction for diminished value resulting from handling beyond that necessary to establish the nature, characteristics and functioning of the Goods.

Cancellation exclusions

Statutory cancellation rights do not apply to certain categories of Goods, including goods that are made to the consumer’s specifications or clearly personalised (where applicable).

Returns process for all authorised returns

All returns (including cancellation returns and goodwill returns) must follow this process:

Contact us by email to request a return.
We will issue a Return Authorisation Number (RAN) where the return is accepted/authorised.
Returns sent without a RAN may be refused and returned to sender.

You are responsible for packaging Goods securely. We recommend tracked and insured carriage because you remain responsible for goods until received by us (subject to any consumer rules that apply).

Return rights outlined in this policy apply to consumers. Business customers are subject to acceptance at our discretion.

Goodwill returns for non‑faulty goods

Where you do not have a statutory right to cancel (or where the cooling‑off period has expired), we may offer a goodwill return/exchange for non‑faulty Goods, subject to the conditions below:

The Goods must be unused, not fitted, and returned in original packaging with all supplied components.
Proof of purchase may be required.
Goodwill returns are not accepted after 30 days from delivery.

This goodwill policy is offered in addition to statutory rights and does not limit rights relating to faulty Goods.

Restocking and handling charges for goodwill returns

For goodwill returns of non‑faulty Goods, we may apply a restocking/handling charge to reflect inspection, administration and repackaging costs, as follows:

Turbochargers and high‑value units: minimum £40 + VAT and up to 10% of the item value.
Other non‑turbo Goods: up to 15% of the item value (where applicable).

No restocking fee is charged where prohibited by law, including where a full refund is required following statutory cancellation and there is no diminished value beyond permissible handling.

Faulty goods and incorrect supply

If Goods are faulty or not as described, you may have statutory remedies. A Consumer may have a short‑term right to reject faulty goods within 30 days and obtain a refund, and further rights to repair/replacement and (in some cases) a final right to reject.

Where return costs must be borne by us under applicable law (for example, where goods are confirmed faulty or incorrectly supplied), we will meet such obligations.

Exchange basis and surcharge

Turbochargers are supplied on an exchange basis. A surcharge (deposit) is payable against the return of your old turbocharger (“core”).

Surcharge refund conditions

We will refund the surcharge in full provided that:

you return the core within 21 days of receiving the replacement unit; and
the returned core is complete and suitable for reconditioning.

Surcharge refunds are typically processed within up to 7 working days of receipt and inspection of the returned core.

Core condition requirements

Returned cores must:

be complete (as received from you, with all major parts present);
not be dismantled, stripped or modified;
have no intentionally damaged/missing components;
have actuator plugs/connectors intact and not damaged;
not have housing damage beyond normal wear consistent with reconditioning.

Non‑refundable surcharge situations

The surcharge will not be refunded if:

the core is not returned within 21 days;
the core is incomplete, dismantled, or unsuitable for reconditioning;
actuator plugs/connectors are damaged; or
housings are damaged beyond acceptable condition.

Effect on the warranty

Where a core is not returned within 21 days or is returned in a non‑acceptable condition, the surcharge becomes payable in full, and our warranty (as set out in the Warranty Policy) may be treated as void for that transaction. This does not affect statutory rights that cannot legally be excluded.

Return carriage cost

You are responsible for the cost of returning the core to our workshop unless otherwise agreed in writing.

Return address: Turboworks Ltd Unit 5B, Southbourne Business Park, Courtlands Rd, Eastbourne BN22 8UY