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 7 days of receiving the returned Goods or evidence of return, whichever occurs earlier. We may withhold the refund until we have received the Goods or evidence that they have been sent back, whichever occurs earlier, as permitted by law.

We do not charge restocking or administration fees for statutory cancellations.

Where permitted by law, 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

To help us identify your order and process your return efficiently, please follow the procedure below:

Contact us by email before returning the Goods, providing your order details and the reason for the return.
We will issue a Return Authorisation Number (RAN) to identify and track your return.
Please include your RAN and order details with the returned Goods so that our team can identify your parcel upon arrival.

A RAN is required for goodwill returns under our voluntary returns policy. Failure to obtain a RAN does not affect your statutory cancellation rights or your rights in relation to faulty Goods.

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, except where applicable law provides otherwise.

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 accept goodwill returns or exchanges of non-faulty Goods within 21 days of delivery, provided that the conditions below are met.

The Goods must be unused, not fitted, and returned in their original packaging with all supplied components.
Proof of purchase may be required.
Goodwill returns must be requested within 21 days of delivery.
A Return Authorisation Number (RAN) must be obtained before sending the Goods back under this goodwill returns policy.

Once a goodwill return has been authorised, the refund will be processed within 7 days of receiving and inspecting the returned Goods.

No restocking, administration or handling fees are charged for eligible goodwill returns requested within 21 days of delivery, provided that the conditions of this policy are met.

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

Restocking and handling charges for goodwill returns

We do not charge any restocking, administration or handling fees for eligible returns of non-faulty Goods requested within 21 days of delivery, provided that the conditions of our goodwill returns policy are met.

For non-faulty Goods, customers are responsible for arranging and paying for return postage unless otherwise agreed in writing.

Return postage costs are separate from restocking or handling fees.

Where Goods are faulty, incorrectly supplied or not as described, we will meet our obligations regarding return costs and refunds under applicable consumer law.

This policy does not affect your statutory rights.

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 or replacement and, in some cases, a final right to reject.

We do not charge restocking, administration or handling fees for returns where a refund or other remedy is required under applicable consumer law.

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 or 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

For returns of non-faulty Goods, customers are responsible for arranging and paying for return carriage unless otherwise agreed in writing or required by applicable law.

Where return carriage costs are our responsibility under applicable consumer law, we will meet those obligations.

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

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