Overview

At Cars in MK, we strive to ensure complete customer satisfaction with all our products and services. This refund policy outlines the terms and conditions under which we process refunds.

Non-Refundable Deposits & Vehicle Reservations

• A non-refundable reservation deposit is required to secure a vehicle and remove it from sale to other customers.
• The deposit is non-refundable in all cases except where required by law under the Consumer Rights Act 2015.
• A change of mind, change of circumstances, or failure to complete the purchase does not constitute an acceptable reason for a refund.
• If you fail to inspect the vehicle, do not show for collection, or otherwise do not proceed, the deposit will not be refunded. The vehicle is removed from general sale upon deposit payment.

Vehicle Purchases - Used Vehicles

Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy.

• If the vehicle does not conform to the contract (satisfactory quality, fitness for purpose or as described), you may have rights under the Consumer Rights Act 2015, including a short-term right to reject within 30 days.
• Any claim based on non-conformity must be raised by email or letter to [email protected]. We will not process fault-related refund or rejection requests by telephone.
• The vehicle must be presented at 10 Duncombe Street, Milton Keynes, MK2 2LY (the place of purchase/delivery) for inspection and diagnostic before any acceptance of liability, repair authorisation or refund. A driveable vehicle is to be brought by the customer. We do not offer free collection or recovery while conformity is unestablished.
• On first contact we will ask for your postcode and the last five digits of your driving licence for identity verification.
• We require the vehicle logbook (V5C) before releasing any refund once entitlement is agreed. A green slip is not sufficient.
• Deductions may be made for use, damage or excessive wear where permitted by law.
• Change-of-mind or commercial returns (outside statutory rights) are not available. Any discretionary return would be subject to the vehicle being in the same condition as sold, under 100 miles, and an administrative fee of £150.

How to Request a Refund

Contact us through any of the following methods:

Provide the following information:

• Your purchase details (date, name and postcode, vehicle registration, invoice number)
• Reason for refund request

Request our Refund Document, fill-it in and send it back to us

Processing Time

Important: We can only process the refund with the vehicle's logbook, green slip is not sufficient.

• Refund requests will be processed within 10 business days
• Once approved, refunds will be issued to the original payment method
• Bank transfers may take an additional 3-5 business days to appear in your account

Exclusions

Refunds will not be provided in the following circumstances:

• Vehicle has been modified or altered in any way
• Evidence of misuse or negligence
• Failure to provide proof of purchase
• Beyond the specified return period
• Normal wear and tear

Disputes

If you are not satisfied with our refund decision:

1. You can escalate the matter through our complaints procedure
2. Exercise your legal rights through the courts

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