Refund, Returns & Terms Policy

Returns and refunds policy for CarCare purchases

This policy explains how cancellations, returns and refunds work when you buy CarCare products from CarSupermarket.com. It sits alongside your statutory rights under the Consumer Rights Act 2015, your statutory rights are not affected. We offer a 30 day window for cancellations and returns, and we issue refunds within 14 days of acceptance by CarSupermarket.com.

Collection only, no delivery

CarCare products do not qualify for delivery, even if you purchase online, nothing will be posted. During checkout you will choose a CarSupermarket.com Store for collection, we will tell you when your order is ready, please bring your order confirmation and photo identification.

If the product you have chosen is a service that requires registration, for example a warranty, a service plan, Titan, or Titan HD, your registration documents will be sent by email within 2 working days of your completed purchase.

Physical products, for example the EV Home Charger, must be collected from one of our Stores in the UK. Services, for example paint or fabric protection, will be scheduled and carried out by our team.

Identity checks at collection

Please bring your order confirmation and valid photo identification. The person collecting must be the purchaser, or an authorised person nominated by the purchaser, we may ask to see proof of address. These checks help protect you and prevent fraud.

Uncollected orders

If you do not collect a physical item within 14 days of us telling you it is ready, we may cancel your order and process a refund within 14 days of cancellation.

If an item has been personalised or specially ordered, we may deduct reasonable costs.

You must tell us in writing

If you wish to cancel or return a purchase, you must tell us in writing. Please email carcare@carsupermarket.com with your order number, your name and address, the item or service you wish to cancel or return, and your reason.

We will confirm next steps and the correct Store for any physical return. You can also write to us, please contact us by email first so we can provide the correct postal address and reference.

Cancellations and returns, 30 days

You can cancel or return within 30 days. You have 30 days from the date of collection of goods, or from the date of service registration or purchase for services, to tell us in writing that you wish to cancel or return.

Physical items must be unused, in the same condition you received them, and in the original packaging with all accessories and manuals. We may make a reasonable deduction if the value has been reduced by handling beyond what is necessary to check the item.

Registered services, warranties and plans, 30 days

Some services require registration, activation, or policy set up, for example extended warranties, service plans, Titan, and Titan HD.

You can request a refund within 30 days of the registration date if the service has not been used and no claim has been made.

Acceptable proof of non use includes a no claims confirmation from the administrator, a statement or usage log showing no activity, or an email from the provider confirming no claims or benefits taken.

If any claim, service event, call out, repair, software activation, or benefit has been used, a refund will not be available except where required by law.

Faulty or misdescribed goods, EV Home Charger only

The only physical item we sell is the EV Home Charger. If it is faulty or misdescribed, you have a 30 day short term right to reject under the Consumer Rights Act 2015, starting on the day you collect the charger.

Within 30 days, you can choose a full refund, or you can ask for a repair or replacement if you prefer.

After 30 days, we will offer a repair or replacement first. If a repair or replacement is not possible, or is unsuccessful, you may be entitled to a refund.

If the charger is incorrect, damaged, or parts are missing, please tell us as soon as possible and within 30 days so we can put things right quickly.

How to return a physical item

Please contact us in writing before bringing anything back so we can authorise the return and confirm the correct Store and process.

For change of mind returns, bring the item to the Store we specify, usually the Store where you collected it. If a Store visit is not possible, speak to us, we may be able to arrange a collection at cost, which we will confirm before proceeding.

If your item is faulty, damaged, or sent in error, we will arrange a repair, replacement, or collection where appropriate, and we will cover reasonable return costs that we agree in advance.

Please use the original packaging if available and include all parts and accessories.

Refunds, issued within 14 days of acceptance

When your cancellation or return is approved, we will issue the refund within 14 days of acceptance by CarSupermarket.com.

Refunds are normally made to the original payment method used for the purchase. If you paid using finance, the refund will be processed via your finance provider in line with their processes. This usually reduces what you owe under the credit agreement. Your future monthly payments may reduce, or your term may shorten, depending on your plan and the finance provider’s processes.

If a refund is more than your outstanding finance balance, any excess will be returned in line with the finance provider’s processes.

Partial returns will result in a partial refund, we will confirm the outcome for your order. Your finance provider will reflect any change in your account once processed.

No exchanges

We do not offer exchanges. If you wish to change a product or service, please request a refund within the applicable 30 day window, then place a new order.

Pricing and availability errors

We may cancel an order before collection if there is an obvious pricing error, or if the product or service is no longer available. Any amounts paid will be refunded within 14 days of cancellation.

Risk and care of goods

Responsibility for physical goods passes to you on collection. Please take reasonable care of any item you intend to return, and return it with all accessories and packaging.

Data sharing for returns and service checks

To process cancellations, returns and refunds, we may share necessary information with payment providers, finance providers, and service administrators or warranty providers, for example to confirm non use or to apply a refund.

For details, please see our Privacy Notice.

Complaints and dispute resolution

If you are unhappy, please contact us in writing at carcare@carsupermarket.com, we will acknowledge your complaint within 5 working days and aim to resolve it within 8 weeks.

We will investigate and respond to any complaints about our products or services.

If you’ve taken out finance to fund your purchase and your complaint is about your finance, such as your monthly repayments, interest or charges, you should contact your lender directly to complain to them.

If Black Horse FlexPay or Newpay are responsible for the product or service that you have complained about, then we will forward your complaint to them to investigate and respond. In accordance with FCA rules on complaint forwarding, we will write to you to confirm who will be dealing with your complaint and how you can contact them.

If your complaint is about how we introduced you to finance, we will refer your complaint to MBNA Limited trading as Black Horse Flexpay. Our company has been appointed by MBNA as their Introducer Appointed Representative and they will be responsible for resolving your complaint.

If we are unable to resolve your complaint, you may be able to refer to The Motor Ombudsman for motor retail issues, or to the Financial Ombudsman Service for qualifying finance complaints, we will explain your options in our final response.

Contact us

If you have any questions about cancellations, returns, collections, or refunds applied to your order, please contact:

Email, carcare@carsupermarket.com

We will confirm the most convenient Store for any authorised return when you contact us.

Date reviewed, 03 March 2026

This policy applies to CarCare products purchased from CarSupermarket.com.