Returns & Refunds

Payment

Payment can be made on our secure website by either Bank Transfer or Paypal. Payment is collected upfront and will be collected when your order is accepted within 3-5 working days of being dispatched, unless it is a high value special order or pre-order item when a payment is taken upfront to secure the order.

On occasion invoices may be sent from Bank Transfer or Paypal for additional charges, failed payments or bespoke orders.

Orders

We aim to process orders by the next business day before 11.30am, and to dispatch after 1-3 business days of your order date. But please allow up to 7 working days before making contact.
Our business days are Monday, Wednesday and Friday, excluding bank holidays.

We will keep your account up-to-date with the latest information, such as if a part is out of stock or must be special ordered from the Supplier, giving timescales, expectations and alternative sources if we are unable to fulfil the order. If these don’t satisfy you, please contact us to arrange for your order to be cancelled.

If you require an update please email/text with the name used on your order and we will send the latest updates to you.

If your order is time specific or you wish to request a specific courier please ensure you use the order comments box to request this so we can best meet your expectations.

Made to Order (MTO) items take a little longer as they are bespoke made, please expect a delivery around 10-14 working days. These are typically not shipped outside of the UK due to the cost of tracked and insured carriage.

For insurance purposes we cannot process ANY orders to USA or Canada.

Order status meanings:

Pending Payment: payment not taken, order not yet processed

Processing: payment taken, next update due within 1 business day

Part/all on order: Typically 1-2 business days before the order is ready to be dispatched (unless otherwise advised)

Failed: Payment failed or cannot be collected

Cancelled: Your order is not being processed. You will be advised in the confirmation email whether you are waiting for a refund or whether one is not required as no funds have been collected.

Awaiting Dispatch: order is packaged and ready to be dispatched

Dispatched: Order has been dispatched and should reach you within 1-2 working days

Supplier Drop ship: Order will be delivered direct from supplier, updates may not be available but timescale for Al-Ko orders is given once known, MTO products are estimated at around 10-14 working days

Prices

All prices on our website are in £’s sterling and inclusive of 5% VAT. We reserve the right to amend prices at any time without prior notice.

VAT will be removed/adjusted where applicable if not done automatically at checkout.

Click & Collect Services

Order by 3:30pm Monday to Friday and collect within 1 Hour

How to Click & Collect

Place and Pay for your order online by 3:30pm and collect within 1 Hour from our warehouse.

Orders Placed After 3:30pm will be available for collection the following working day.

Please bring ID or proof or payment when collecting.

Standard UK Mainland Home Delivery

Orders Over £100 will be sent with our FREE next day service.

Orders Under £100 will be charged at £7.95 for Next Working Day Delivery.

Some items such as Wall Boards & Long Length Items will incur a delivery surcharge, the cost will be advised in the product discription and at the checkout. This extra cost is to cover the extra packaging & Charge from the Couier.

Standard Parcels will be sent via DPD, if a valid Email address or Mobile Phone Number is provided you will receive a message with a delivery timed window.

Large & Bulky Parcels such as Beds, Mattress, Steps, Wall Boards, long length items of ver 1.0m will be delivered with Tuffnells, There is no timed delivery option with this service yet. Delivery will be between 8:00 and 17:00

Pallet Deliveries will be delivered with Pallet Track, this will include all Appliance items such as Cookers, Fridges, Washing Machines and Large Volume Items. There is no timed delivery with this service, if the delivery is to a residential address they will call to make a delivery Date & Time.

All delivery options are subject to availability and working days exclude public holidays

On rare occasions, we may need to delivery items outside the published timed windows. We can’t guarantee delivery within our usual timescales to a small number of remote rural areas; see the section on Restricted delivery & postcode exceptions for more details

Please note that we reserve the right not to deliver an order if we believe the address isn’t secure, for example to a communal postal address or PO box. If this affects an order you place, we’ll notify you as soon as possible.

Direct Delivery to Caravan Parks

We do offer direct delivery to caravan parks, this can be very useful when ordering large items such as Bed & Mattress. Before placing a direct park delivery please check with the caravan site operators if they will accept deliveries. Some Caravan Parks do not allow caravan owner deliveries and will refuse to sign for items. This could or will incur extra delivery costs if refused or a re-delivery is made. Also not all drivers from our couriers will deliver direct to a caravan plot as this is not a registered address unless you are located on a residential caravan park. For more advise or help with this please conact the office +44 7882 723165

Scottish Highlands & Offshore

Scottish Highlands- AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH1-26, PH30-41, PH49-50

Scottish Islands- HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3

Scottish Highlands	Three Day	£19.95
Channel Islands	2-5 Day	£19.95
Isle Of Man	2/3 Day	£19.95
Scottish Offshore Islands	Two Day	£24.95
Northern Ireland	2/3 Day	£19.95
Republic Of Ireland	2/3 Day	£19.95
Isle of Wight	2/3 Day	£19.95

Availability

Whilst every effort is made to update and maintain stock levels of all items listed, there will be occasions when an item is temporarily out of stock or no longer available as parts fluctuate in price and availability.

If this occurs, we will contact you through your customer account and/or by email upon receipt of your order.

Please note, we do not hold all products in stock, therefore delivery of some items will be delayed while we source from our suppliers and we will notify you accordingly. Typically roofvents, PCB boards, Air Con units, all heaters, motor mover parts, wheels & tyres and high value items over £100 are not kept in stock and are special ordered on request.

On occasion images on our website will not fully represent the item sent as styles can fluctuate with availability and can be for representation only. Please notify us if you are unsure or specific with the item sent. Or contact customer service of the manufacturer for confirmation.
We do not sell windows.

Damaged/lost/incorrect goods

Every effort is made to ensure all goods arrive in perfect condition. However, if you do receive any items that are damaged, incorrect or appear to be faulty, the Company must be advised within 24 hours of delivery. You are advised to check all items immediately even if you are not using them straightaway as any issues after 24 hours will be dealt with at the managers discretion.

CaravanParts.co.uk is not liable for any damages or loss during shipping. If your order has been damaged, please take images of the damaged item and its packaging within 24 hours of receiving the item/s. This enables us to contact the shipment carrier to file a claim. Failure to do this will mean we cannot process a refund or exchange for you.

Any delayed/lost orders must be reported to us after five working days the order is marked as dispatched, the date of dispatch is confirmed with you by email, and before ten working days of this date for us to investigate.

Returns

All returns must be reported to us within five working days for a returns authorisation number, and received by us within 14 days from the date of delivery. We stongly suggest using a tracked and fully insured courier service.

All returns must be unopened and unused in the original packaging in saleable condition. Any item returned to us as damaged will result in a reduction in refund at the managers discretion.
We reserve the right to charge a 10% restocking fee for change of mind and items purchased.
Postage charges will not be refunded unless the item is faulty or has been incorrectly suggested by ourselves.

Please allow 3-7 working days from date of return delivery to us for refunds to be checked, processed and funds to appear in your bank account. Bank Transfer and PayPal payments can take much longer to be received, please check their terms.

Exceptions to items that can be returned are items cut to length, Special Order (SO) products, every item in the Made to Order (MTO) category, non stock items, axles, elements, control panels and all electrical items.

Please include your name, email address and returns authorisation number with your package and return to: Caravan Auto Shop, 52, Arrotshole Rd, East Kilbride, Glasgow G74 5DN
If you do not include your name, email address and returns authorisation number there will be a delay processing your refund, or we may not be able to process it at all.

Any overseas orders returned to us as unclaimed by customs will not be resent without repayment of the courier charges, any additional charges and reconfirmation of the postal address. No refund will be issued for the product until conformation/contact is made by the customer.

Any overseas order returned to us for our customs declarations errors will be refunded in full, including postage.

Guarantee

All products are guaranteed against manufacturing defects for 12 months from date of purchase unless otherwise specified. If a fault does occur then the item should be returned to us for inspection. Should the item prove to be faulty, it will be repaired, replaced or refunded. Any carriage charged incurred will then also be refunded. Please contact us to arrange a returns authorisation code.

Trading Address: 52, Arrotshole Rd, East Kilbride, Glasgow G74 5DN

Caravanautoshop.co.uk is a trading name of No. 01294236 VAT Registration No. GB 174 2615 3