Refund policy

Refund & Returns Policy

At Rennstop, we want you to be completely satisfied with your purchase. This policy outlines your rights and our process for returns, refunds, and exchanges. It complies with UK consumer protection laws, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Change-of-Mind Returns (Cooling-Off Period)

You have the right to cancel your order and return items for a refund if you simply change your mind.

  • You must notify us of your intention to return within 14 days of receiving your order.
  • You then have a further 14 days from the date we authorise the return to send the item back to us.
  • To start the process, email us at sales@rennstop.com. We will review your request and, if approved, provide return instructions including the correct address and any required documentation.
  • Unauthorised returns (sent without prior approval) will not be accepted and may be returned to you at your expense.

Eligibility Requirements

To qualify for a refund under our change-of-mind policy, the item must be:

  • In the same condition as when you received it (unused, uninstalled, and free from damage, marks, or signs of fitting/assembly)
  • In its original undamaged packaging with all tags, labels, and accessories
  • Accompanied by your receipt or proof of purchase

We reserve the right to apply a restocking fee of up to 10% (at our discretion) to cover inspection, handling, and repackaging costs.

If the item is returned in a condition that prevents it from being resold as new (e.g., damaged, missing parts/packaging, or showing signs of use/installation), we may:

  • Apply a higher restocking fee, or
  • Decline the return entirely

2. Return Shipping & Costs

  • You are responsible for the cost of return shipping unless we agree otherwise in writing.
  • Original outbound shipping fees are non-refundable.
  • We strongly recommend using a tracked and insured courier service — you remain responsible for the item until we receive it.
  • For exchanges: You must cover both the return shipping for the original item and the outbound shipping for the replacement.

3. Faulty, Damaged, or Incorrect Items

We thoroughly inspect all products before dispatch. However, if something goes wrong:

  • Visible damage on delivery: Please refuse the delivery and note the damage with the courier/driver. Contact us immediately.
  • Damage or incorrect item discovered after opening: Email sales@rennstop.com as soon as possible (ideally within 14 days) with clear photos of the issue, the packaging, and any relevant details.
    We will investigate promptly and, where applicable, offer a repair, replacement, or full refund (including original shipping costs and reasonable return shipping where the fault is confirmed).

For faulty items, you are not required to pay return shipping under the Consumer Rights Act 2015 if the product does not conform to the contract.

4. Non-Returnable / Non-Refundable Items

The following cannot be returned or refunded under our change-of-mind policy (except where faulty, not as described, or otherwise required by law):

  • Custom-made, personalised, or bespoke products
  • Special order, built-to-order, made-to-order, or pre-order items
  • Items that have been installed, fitted, used, or modified
  • Gift cards and vouchers
  • Hazardous materials, flammable liquids, or gases
  • Additional services (e.g., tyre fitting, warranty add-ons, pre-install preparation)

Items returned showing clear evidence of installation or use will be rejected or subject to a minimum 25% restocking fee (depending on condition and our assessment).

Built-to-Order, Pre-Order, and Special Order Products

Under the Consumer Contracts Regulations 2013, cancellation rights do not apply to goods made to your specifications or clearly personalised. Sales of items labelled as “built-to-order”, “made-to-order”, “special order”, or “pre-order” are therefore final once production or ordering has begun — except in cases of fault or misrepresentation.

5. Exchanges

If you wish to exchange an item (e.g., for a different size, colour, or variant):

  • Follow the standard return process above to send back the original item.
  • Place a new order for the desired replacement, or
  • Contact us at sales@rennstop.com — we’ll assist where possible.

You remain responsible for all associated shipping costs (return of original + outbound of replacement).

6. Refund Processing

  • Once we receive and inspect your return, we will notify you of the outcome.
  • If approved, we will process your refund to the original payment method.
  • Refunds typically appear within 3–5 working days, but please allow up to 10 working days (depending on your bank or card provider).
  • If you have not received your refund after 10 working days, please check with your bank/card issuer first. If the issue persists, contact us.

Questions?

Please email sales@rennstop.com — we're here to help.

This policy was last updated: February 2026