1. Returns Window & Eligibility

Our return policy lasts 30 days. If 30 days have passed since your purchase, we unfortunately cannot offer a refund.

• Items must be unused and in the same condition as received.
• Items must be in the original packaging.
• Used items or returns received after the 30-day window are exempt from being returned.

2. Exchanges

Due to internal system configurations, we do not offer direct exchanges.

The most efficient way to resolve an order error is to return the unwanted items for a refund and place a new order for the correct items required.

3. Address Responsibility & Failed Deliveries

It is the sole responsibility of the customer to ensure a correct and complete shipping address is provided at checkout.

• 📍 Lost Items: If an order is delivered to an incorrect address provided by the customer, we are unable to issue a refund or replacement.
• ↩️ Returned to Sender: If a parcel is returned to our facility due to incorrect details or failure to collect, we will refund the cost of the products only.
• 💰 Shipping Deductions: Original shipping fees are non-refundable. If your order qualified for free shipping, a flat fee of £4.99 will be deducted from your refund to cover postage, packaging, and admin costs.

4. Bulk & Partial Returns

To receive a refund, all items originally included in the purchase must be returned (e.g., if you bought a pack of 1000, we require all 1000 pieces back).

• Incomplete Returns: We may decline your return request if items are missing. If you want the partial items sent back to you, you will be responsible for the shipping cost.
• Restocking Fee: Alternatively, we may offer a partial refund for the returned portion, minus a 20% restocking fee of the total order value.

5. How to Return

To complete your return, please mail your products to:

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

Important Shipping Notes:

• Proof of Purchase: You must enclose a receipt or proof of purchase with your return.
• Return Costs: We do not offer free returns. The customer is responsible for all return shipping costs.
• Tracking: We strongly recommend using a trackable shipping service. We cannot guarantee that we will receive your returned item.

6. Refund Process

Once received and inspected, we will email you regarding the approval or rejection of your refund. If approved, your refund will be processed and automatically applied to your original method of payment.

Late or Missing Refunds:

1. Check your bank account again.
2. Contact your credit card company (it may take time before a refund is officially posted).
3. Contact your bank (processing times vary).

If you have done all of this and still have not received your refund, please contact us at sales@keayvitalparts.co.uk.