1. Returns Window & Eligibility

Our return policy lasts 14 days from the date of delivery. In accordance with UK distance selling regulations, you have 14 days to notify us of your intent to return, and a further 14 days to send the items back.

• Items must be unused, complete, and in the same condition as received.
• Items must be returned in their original packaging.
• Returns requested after this statutory window cannot be accepted.

2. Exchanges

Due to automated inventory and order processing systems, we do not offer direct exchanges.

The fastest and most efficient way to exchange a product is to return the unwanted items for a refund and place a separate order for the correct specifications required.

3. Delivery Deductions & Address Responsibility

It is the customer's responsibility to provide an accurate, complete postal address at checkout.

• Incorrect Address: We cannot issue a refund or replacement if goods are delivered to an incorrect delivery address supplied by the customer.
• Returned to Sender: If a parcel is returned to our warehouse due to an incomplete address, failed delivery attempts, or non-collection from a local depot, only the purchase price of the items will be refunded once the goods are received back.
• Standard vs Express Postage: Standard basic outbound delivery charges are refunded on full order cancellations in accordance with statutory rights. Upgraded or express delivery options chosen at checkout are non-refundable.
• Free Delivery Threshold Deductions (Partial Returns): Where free delivery was granted on the condition of meeting a minimum spend threshold, the value of the items you retain must remain at or above that qualifying threshold. If a partial return causes your net retained order value to fall below the free delivery threshold, our standard carriage fee of £4.99 will be deducted from your partial refund amount.

4. Bulk Packs, Incomplete Returns & Diminished Value

Products sold in specific quantities or trade pack sizes (e.g. packs of 100, 500, or 1,000) must be returned in full with all components intact.

• Incomplete Returns & Diminished Value: If goods are returned partially used, missing pieces, or handled beyond what is reasonably necessary to inspect their sizing and specification, we reserve the statutory right to deduct an amount from the refund reflecting the diminished commercial value of the returned goods.
• Refused Return Collection: If an incomplete return is rejected and you wish for the items to be sent back to you, you will be responsible for the carriage fee.
• B2B / Trade Restocking Fee: For verified business-to-business (B2B) transactions and discretionary returns approved outside the 14-day statutory consumer window, a 20% restocking fee may apply to cover handling and re-warehousing costs.

5. How to Return

Please safely repackage your items and send them to our facility:

Keay Vital Parts
7 Rosedale Corner, Chislehurst
London, BR7 5HZ
United Kingdom

Return Conditions:

• Proof of Purchase: Please enclose your packing slip or an order confirmation note containing your order reference.
• Return Carriage: We do not offer free returns. The customer is responsible for the direct cost of returning goods to our warehouse.
• Tracking: We strongly recommend using a tracked postal service and retaining your proof of postage. We cannot issue refunds for items lost in transit prior to reaching our warehouse.

6. Refund Processing

Once your return is delivered to our facility, it will be inspected to confirm quantities and condition. Upon inspection, your refund will be processed back to the original method of payment within 5 to 7 working days.

Late or Missing Refunds:

1. Check your bank or credit card statement again, as payment providers may take several days to clear funds.
2. Contact your card issuer or banking provider to inquire about pending transactions.

If you have checked with your provider and have not received your funds within 10 working days of return confirmation, please contact us at sales@keayvitalparts.co.uk with your order number.