Returns & Refunds Policy

Last updated: 17 October 2026

At CarbonTeq UK, customer satisfaction is important to us. We want you to be happy with your purchase and aim to make the returns and refunds process as straightforward as possible.

This policy explains how to return an item, request a refund or report a faulty, damaged or incorrect order.

Nothing in this policy affects your statutory rights under applicable UK consumer law.

1. Change-of-Mind Returns

If you purchase a product from our website as a consumer, you generally have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

To exercise this right, you must notify us within 14 days of receiving your order. You will then have a further 14 days to return the goods to us.

To request a return, please contact us at carbontequk@outlook.com, including your order number and confirmation that you wish to cancel your purchase.

Returned items should be sent back securely packaged, with all supplied components and accessories included.

You may handle an item as you reasonably would in a shop to establish its nature, characteristics and functionality. However, if an item has been handled beyond what is necessary and its value has consequently diminished, we may be entitled to make a deduction from your refund in accordance with applicable law.

2. Personalised and Custom-Made Products

Some CarbonTeq UK products are personalised or manufactured to individual customer specifications.

Products that are made to your specifications or are clearly personalised are generally exempt from the statutory 14-day change-of-mind cancellation right.

This may include certain personalised keyrings, custom-printed products and products manufactured to specific measurements or requirements.

This exemption does not apply automatically to every made-to-order product. It depends on the nature of the product and the applicable legal requirements.

Please check your product selection and any personalisation details carefully before placing your order.

Important: This exception does not remove your rights if a product is faulty, damaged, incorrectly supplied or not as described.

3. Faulty, Damaged or Incorrect Items

We take care when preparing orders, but if your item arrives faulty, damaged or different from what you ordered, please contact us at carbontequk@outlook.com.

Please provide:

• Your order number.
• A description of the problem.
• Clear photographs of the item and packaging, where appropriate.

We will review the issue and explain the next steps.

Depending on the circumstances and your statutory rights, you may be entitled to a repair, replacement, price reduction or refund.

Where a return is required because an item is faulty, damaged or incorrectly supplied, we will arrange an appropriate return process in accordance with your legal rights. You will not be required to pay return costs that we are legally responsible for.

Please contact us before sending a faulty or damaged item back so that we can provide the appropriate instructions.

4. How to Return an Item

To arrange a return, please follow these steps:

Step 1 – Contact us

Email carbontequk@outlook.com with your order number and the reason for your return.

Step 2 – Receive return instructions

We will explain the next steps and confirm the appropriate return arrangements.

Step 3 – Package your item securely

Please use suitable packaging to protect the product during transit. Include any relevant accessories or components supplied with the item.

Step 4 – Send your return

Unless we agree otherwise or applicable law requires us to arrange collection, please send the item to the return address we provide.

For change-of-mind returns, we recommend using a tracked delivery service and retaining your proof of postage until your return has been resolved.

Please do not send items to an address without first confirming the correct return arrangements with us.

5. Return Postage Costs

For change-of-mind returns, customers are responsible for the direct cost of returning goods, provided this requirement has been communicated before purchase and applicable law permits it.

If an item is faulty, damaged, incorrectly supplied or otherwise covered by a legal remedy requiring us to bear the return costs, we will make appropriate arrangements.

Original delivery charges will be refunded where required by law. Where a customer paid extra for a premium delivery option, any delivery refund will be handled in accordance with applicable consumer law.

6. Refunds and Processing Times

Once your cancellation and return have been processed, we will issue any refund due in accordance with applicable law.

For a standard online change-of-mind cancellation, we may withhold reimbursement until we receive the returned goods or you provide evidence that they have been sent back, whichever happens first.

Where the law requires it, refunds will be made without undue delay and within the applicable 14-day period.

Refunds will normally be issued using the original payment method unless you expressly agree otherwise.

Your payment provider may take additional time to display the refunded amount in your account.

7. Items That Cannot Be Returned for Change of Mind

Depending on the circumstances and applicable law, the statutory change-of-mind cancellation right may not apply to:

• Goods made to your specifications or clearly personalised.
• Other products specifically exempt from cancellation rights under applicable law.

These exceptions do not remove your statutory rights in respect of faulty, misdescribed or incorrectly supplied goods.

Please contact us if you are unsure whether your item qualifies for a return.

8. Order Cancellations

If you wish to cancel an order before dispatch, please contact us as soon as possible at carbontequk@outlook.com.

We will do our best to assist, but we cannot guarantee that a cancellation can be stopped once an order has entered processing, manufacturing or dispatch.

For personalised and custom-made products, work may begin shortly after an order is placed. This does not remove any cancellation rights that apply under the law.

If an order has already been dispatched, the applicable cancellation and returns process will apply.

9. Incorrect Vehicle Fitment

For vehicle-specific accessories, please check the product description and compatibility information carefully before placing your order.

If you are unsure whether a product is suitable for your vehicle, we recommend contacting us before purchasing and providing your vehicle's make, model, year and trim level where relevant.

If you receive the correct product as described but it is unsuitable for your vehicle because incorrect compatibility information was supplied by the customer, the usual change-of-mind return rules may apply.

If we supplied an incorrect item or the product was misdescribed, your statutory rights remain unaffected.

10. Contact Us

If you have any questions about this policy, need to arrange a return or require assistance with a refund, please contact:

CarbonTeq UK

Email: carbontequk@outlook.com

Website: https://www.carbonteq.co.uk/

Please include your order number in all order-related enquiries so we can assist you as efficiently as possible.

Your Statutory Rights

This policy is intended to explain our returns process and does not restrict or replace any rights you may have under applicable consumer protection legislation.

If any part of this policy conflicts with your statutory rights, your statutory rights will take precedence.