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CARAVAN AUTO SHOP
Premium Caravan & Motorhome Parts
www.caravanautoshop.co.uk
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STORE POLICY
Effective Date: 30 July 2026
Last Reviewed: 30 July 2026
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1. INTRODUCTION & SCOPE
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Welcome to Caravan Auto Shop. We are a UK-based specialist retailer
supplying high-quality auto and spare parts for caravans, motorhomes,
campervans, and tow vehicles.
This Store Policy (together with our Terms & Conditions and Privacy
Policy) governs all purchases made through our website, over the phone,
or via email. By placing an order with us, you confirm that you have
read, understood, and agree to be bound by this policy.
This policy is designed to be fair and transparent. It does not affect
your statutory rights as a consumer, including your rights under the:
• Consumer Rights Act 2015
• Consumer Contracts (Information, Cancellation and Additional Charges)
Regulations 2013
• Consumer Protection from Unfair Trading Regulations 2008
If you do not agree with any part of this policy, please do not proceed
with your purchase and contact us for clarification.
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📌 2. ORDERING & PRICING
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2.1. PRICING
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• All prices displayed on our website are in Pounds Sterling (£ GBP)
and are inclusive of UK VAT at the prevailing rate (currently 20%).
• Prices are subject to change without prior notice. However, once you
have placed an order, the price at the time of order confirmation
will be honoured.
• In the unlikely event that a product is mispriced, we reserve the
right to cancel your order and issue a full refund. We will notify
you immediately if this occurs.
• Delivery charges are calculated separately and are clearly displayed
at checkout before you complete your purchase.
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2.2. PAYMENT METHODS
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We accept the following payment methods:
• All major Bank Transfer (Visa, Mastercard, American Express)
• Debit cards (Maestro, Visa Debit)
• PayPal
• Apple Pay / Google Pay (where available)
Your payment card will be charged at the point of order placement.
All transactions are encrypted and processed securely via our trusted
payment gateway. We do not store your full card details on our servers.
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2.3. ORDER CONFIRMATION & CONTRACT FORMATION
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• When you place an order, you will receive an automated email
acknowledging receipt of your order. This is NOT an acceptance of
your order—it is merely a confirmation that we have received it.
• A legally binding contract between you and Caravan Auto Shop is
formed ONLY when we dispatch the goods and send you a dispatch
confirmation email.
• We reserve the right to refuse or cancel any order at our sole
discretion, including but not limited to cases where:
- The product is out of stock or discontinued.
- We identify a pricing error.
- We suspect fraudulent activity.
- We cannot deliver to the address provided.
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2.4. PRE-ORDERS & BACKORDERS
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If an item is listed as a pre-order or on backorder:
• We will clearly indicate the estimated dispatch date on the product
page.
• Your payment will be taken at the time of order.
• If the estimated dispatch date passes and we cannot fulfil the order,
we will contact you to offer a replacement, a revised date, or a full
refund.
• You may cancel a pre-order at any time before dispatch and receive a
full refund.
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📦 3. DELIVERY POLICY
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3.1. DISPATCH TIMESCALES
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• We aim to dispatch all in-stock orders within 2-3 working days of
order placement (Monday to Friday, excluding UK public holidays).
• Orders placed after 2:00 PM on a Friday or over the weekend will be
processed on the following Monday (or the next working day).
• If your order contains a mix of in-stock and backordered items, we
may split your order into multiple shipments. You will not be charged
additional delivery fees for split shipments unless you request a
separate expedited delivery.
• You will receive a dispatch confirmation email containing your
tracking number and carrier details once your order has left our
warehouse.
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3.2. DELIVERY CHARGES & SERVICE OPTIONS
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Delivery costs are calculated at checkout based on the weight, size,
and destination of your order. We offer the following delivery tiers:
| Service Type | Estimated Timeframe | Cost |
|-----------------------|---------------------------|-------------------|
| Standard Delivery | 3-5 Working Days | Calculated at |
| (UK Mainland) | | Checkout |
|-----------------------|---------------------------|-------------------|
| Express Delivery | 1-2 Working Days | Calculated at |
| (UK Mainland) | | Checkout |
|-----------------------|---------------------------|-------------------|
| Highlands & Islands | 3-7 Working Days | Calculated at |
| (Scottish Highlands, | (may vary) | Checkout |
| Isle of Man, etc.) | | |
|-----------------------|---------------------------|-------------------|
| International | Varies by destination | Quoted on request |
| (Non-UK) | | |
We use a range of trusted carriers, including DPD, Royal Mail,
ParcelForce, and FedEx, depending on the size and weight of your parcel.
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3.3. DELIVERY ADDRESS
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• It is your responsibility to provide a correct and complete delivery
address at checkout. We cannot be held responsible for delays or
non-delivery caused by incorrect or incomplete address details.
• If a parcel is returned to us due to an incorrect address provided by
you, we reserve the right to charge a re-delivery fee before
dispatching the order again.
• We do not deliver to PO Box addresses for larger items requiring a
signature.
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3.4. INSPECTING YOUR DELIVERY (CRITICAL)
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• Upon delivery, you MUST inspect the packaging for any visible signs
of damage before signing for the parcel.
• If the packaging is visibly damaged:
- Sign for the item as "DAMAGED" on the courier's device.
- Take clear photographs of the outer packaging and the internal
condition.
- Notify us within 24 hours of delivery by emailing
help@caravanautoshop.co.uk with your order number and photos.
• If you do not sign as "Damaged" and fail to notify us within 24
hours, we may be unable to accept liability for shipping damage, as
we cannot claim against the courier.
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3.5. NON-DELIVERY & LOST PARCELS
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• If your order has not arrived within 7 working days of receiving your
dispatch confirmation email, you MUST contact us immediately.
• We will open an investigation with the courier. This process can take
up to 10 working days.
• If the courier confirms the parcel is lost, we will offer a full
refund or a replacement at no extra cost.
• We cannot be held responsible for parcels lost in transit if we are
not notified within 14 days of the dispatch date, as courier claims
have strict time limits.
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3.6. FAILED DELIVERY ATTEMPTS
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• If the courier attempts delivery and no one is available to accept
the parcel, they will leave a card with instructions for re-delivery
or collection from a local depot.
• If you do not arrange re-delivery or collection within the courier's
holding period (usually 7-10 days), the parcel will be returned to
us. A re-delivery fee will apply before we resend the item.
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🔄 4. RETURNS POLICY (DETAILED)
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4.1. YOUR STATUTORY RIGHT TO CANCEL (14-Day Cooling-Off Period)
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Under the Consumer Contracts Regulations 2013, you have a legal right
to cancel your order for any reason within 14 days of receiving the
goods. This is your "cooling-off period."
▶ TIMELINE:
- Day 0: You receive your goods.
- Day 1 to Day 14: You must notify us in writing that you wish to
cancel. This can be done via email to help@caravanautoshop.co.uk.
- Day 15 to Day 28: You have a further 14 days from the date of
cancellation to return the goods to us.
▶ REFUND AMOUNT:
- We will refund the full purchase price of the goods.
- We will also refund the basic standard delivery cost (the cheapest
delivery option available at checkout).
- Express delivery upgrades are non-refundable.
- A deduction may be made from your refund if the goods have been
handled more than necessary. "Necessary handling" means handling
the goods in a way that would be reasonable in a shop (e.g.,
opening the box to inspect the product). Fitting, installing, or
using the goods goes beyond necessary handling and may result in a
deduction.
▶ RETURN CONDITIONS (MANDATORY):
To be eligible for a refund under this right, the goods must be:
- Returned in their original, undamaged packaging.
- Unused, unworn, and in a fully resaleable condition.
- Free from grease, oil, dirt, or any marks.
- Complete with all accessories, manuals, and tags attached.
- For electrical items, all seals and protective films must be
intact.
▶ RETURN SHIPPING:
- The cost of returning the goods is YOUR responsibility.
- We strongly recommend using a tracked and insured service, as we
cannot be responsible for items lost in transit back to us.
- Proof of postage is not proof of delivery—please keep your tracking
reference.
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4.2. OUR 30-DAY CONVENIENCE RETURN (EXTENDED)
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As a gesture of goodwill, we offer a 30-day return window for unwanted
items, calculated from the date of delivery.
• This is an extension of your statutory rights and is offered at our
discretion.
• Returns made between Day 15 and Day 30 may be subject to a
restocking fee of up to 15% to cover handling and repackaging costs,
unless the item is faulty.
• This policy does not apply to bespoke or special-order items.
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4.3. RETURNS FOR FAULTY, DAMAGED, OR INCORRECT GOODS
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If you receive an item that is faulty, damaged, not as described, or
incorrect (wrong size, model, or part number), you are protected under
the Consumer Rights Act 2015.
▶ TIMEFRAME FOR REPORTING:
- You MUST notify us within 5 calendar days of delivery.
- If the fault is hidden and not immediately discoverable, you have
up to 30 days from discovery to notify us, provided you can
demonstrate that the fault existed at the time of delivery.
▶ OUR OBLIGATIONS:
- We will arrange for the return of the item at our expense.
- We will offer one of the following:
a) A full refund (including original delivery cost).
b) A replacement item (subject to stock availability).
c) A repair (if economical and appropriate).
▶ SHORTAGE OR MISSING ITEMS:
- If your order arrives with missing items, you must notify us
within 5 days of delivery. We will investigate with our warehouse
team and dispatch any missing items at no cost to you.
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4.4. ITEMS EXCLUDED FROM RETURNS
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The following items are non-returnable (unless faulty):
• Custom-made or special-order parts sourced specifically for you.
• Consumable items such as oils, lubricants, coolants, sealants, and
adhesives (once opened).
• Electrical components with broken seals or tampered packaging.
• Tyres and wheels that have been fitted or driven on.
• Gift vouchers and digital downloads.
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4.5. RETURNS PROCESS (STEP-BY-STEP)
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1. Contact our Customer Service team via email at
help@caravanautoshop.co.uk with your order number and reason for
return.
2. We will send you a Returns Authorisation (RA) number and, if
applicable, a returns label.
3. Package the item securely in its original packaging. Write your RA
number clearly on the outside of the parcel.
4. Send the parcel to our returns address:
Caravan Auto Shop Returns
52 Arrotshole Rd, East Kilbride,
Glasgow G74 5DN
5. Once we receive and inspect the item, we will process your refund
or replacement within 5-7 working days.
6. You will receive a confirmation email once your refund has been
initiated. Refunds can take 3-5 working days to appear in your
account, depending on your bank.
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🛡️ 5. WARRANTY POLICY (COMPREHENSIVE)
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5.1. STANDARD 12-MONTH WARRANTY
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We stand behind the quality of our products. Unless explicitly stated
otherwise on the product page, all new parts sold by Caravan Auto Shop
come with a minimum 12-month warranty against manufacturing defects
from the date of delivery.
This warranty is in addition to your statutory rights and does not
replace them.
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5.2. WHAT THE WARRANTY COVERS
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The warranty covers:
• Manufacturing defects in materials or workmanship.
• Premature failure of the part under normal, intended use.
• Replacement of the faulty part or a full refund at our discretion.
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5.3. WHAT THE WARRANTY DOES NOT COVER (EXCLUSIONS)
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The warranty EXCLUDES, and we accept no liability for:
• Normal Wear & Tear: Parts that naturally degrade with age and use,
including but not limited to:
- Brake pads, discs, shoes, and drums
- Wiper blades and rubbers
- Bulbs, fuses, and batteries
- Filters (oil, air, fuel, cabin)
- Belts and hoses
• Consumables: Oils, lubricants, coolants, refrigerants, and
sealants—once used, these are non-refundable.
• Improper Installation: Damage caused by incorrect fitting,
over-tightening, incorrect torque settings, or failure to follow
manufacturer instructions. We strongly recommend that parts are
fitted by a qualified professional.
• Misuse or Neglect: Damage resulting from accidents, off-road use,
racing, towing beyond the vehicle's capacity, or failure to maintain
the part.
• Modification or Alteration: Parts that have been modified, repaired,
or tampered with by anyone other than Caravan Auto Shop or an
authorised agent.
• Consequential Damages: We are not liable for any indirect or
consequential losses, including but not limited to:
- Labour costs for fitting or removing the part.
- Recovery or towing fees.
- Damage to other vehicle components.
- Loss of use, loss of earnings, or travel/accommodation costs.
• Parts Fitted to Non-UK Vehicles: If a part is fitted to a vehicle
for which it was not originally designed (e.g., imported vehicles
with different specifications), warranty coverage is void.
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5.4. EXTENDED WARRANTIES (MANUFACTURER-SPECIFIC)
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Some products may carry a longer warranty period (e.g., 24, 36, or 60
months) as stated by the manufacturer. In such cases:
• The manufacturer's warranty terms and conditions apply.
• We will assist with the claims process, but the final decision rests
with the manufacturer.
• You may be required to deal directly with the manufacturer for
certain high-value claims.
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5.5. HOW TO MAKE A WARRANTY CLAIM
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1. Contact us via email at help@caravanautoshop.co.uk with:
- Your order number
- A detailed description of the fault
- Clear photographs or a short video of the issue
2. Our technical team will review your claim and may request that you
return the part for inspection and testing.
3. If the part is found to be defective, we will:
- Replace the part (subject to stock availability), or
- Issue a full refund (including reasonable return postage costs).
4. If the part is found NOT to be defective (e.g., user error or wear
and tear), we will return the part to you at your cost.
5. Warranty claims are typically processed within 5-10 working days of
our receipt of the returned item.
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⚙️ 6. SPECIAL ORDER & BESPOKE ITEMS
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• Certain parts may be classified as "Special Order" items. These are
items that are not held in our standard stock and are sourced
specifically for you from a third-party supplier or manufacturer.
• Special Order items are clearly marked on the product page.
• For Special Order items:
- Payment is taken in full at the time of order.
- Delivery timescales are estimated and may be longer than our
standard dispatch times.
- These items are non-returnable unless they are faulty or not as
described, as they have been procured specifically for you.
- Cancellations after the order has been placed with our supplier
may incur a restocking fee of up to 30%.
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💳 7. REFUNDS & CREDIT NOTES
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7.1. REFUND TIMEFRAMES
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• Once we have inspected your returned item and approved your refund,
we will process the refund within 5-7 working days.
• Refunds will be issued using the same payment method you used for
the original purchase.
• Please allow 3-5 additional working days for the refund to appear in
your account, as processing times vary by bank.
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7.2. PARTIAL REFUNDS
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We may issue a partial refund in the following circumstances:
• The item is returned in a condition that is not fully resaleable.
• The item has been used or fitted before return.
• The item is missing accessories, manuals, or packaging.
• A restocking fee applies to late returns.
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7.3. CREDIT NOTES
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At our discretion, we may offer a credit note in place of a refund
for certain returns. Credit notes are valid for 12 months from the
date of issue and can be used against future purchases on our website.
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🔒 8. PRIVACY & DATA PROTECTION
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We take your privacy seriously. All personal information collected
during the ordering process is handled in accordance with the UK
General Data Protection Regulation (UK GDPR) and the Data Protection
Act 2018.
• We collect only the information necessary to process your order and
provide customer support (name, address, email, phone number).
• Your payment details are processed by our secure payment gateway.
We do not store your full credit card information on our servers.
• We do not share your personal data with third parties for marketing
purposes without your explicit consent.
• You may request to view, amend, or delete your personal data at any
time by contacting us at help@caravanautoshop.co.uk.
For full details, please refer to our separate Privacy Policy available
on our website.
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📞 9. CUSTOMER SERVICE & COMPLAINTS
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We pride ourselves on excellent customer service. If you have any
questions, concerns, or complaints, we are here to help.
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9.1. CONTACT METHODS
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📞 Phone: +44 7882 723165
(Monday to Friday, 9:00 AM – 5:00 PM, excluding UK public holidays)
✉️ Email: help@caravanautoshop.co.uk
(We aim to respond within 1 working day)
📧 Webform: www.caravanautoshop.co.uk/contact-us
📍 Post: Caravan Auto Shop
52, Arrotshole Rd, East Kilbride
Glasgow G74 5DN
United Kingdom
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9.2. COMPLAINTS PROCEDURE
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If you are not satisfied with any aspect of our service:
1. Contact our Customer Service team directly using the details above.
Please provide your order number and full details of your concern.
2. If your complaint is not resolved to your satisfaction within 5
working days, ask to escalate the matter to our Customer Service
Manager.
3. If we are still unable to resolve your complaint, you may refer the
matter to the Retail Ombudsman (www.theretailombudsman.org.uk) for
independent adjudication.
4. UK consumers also have the right to use the European Commission's
Online Dispute Resolution (ODR) platform at
https://ec.europa.eu/consumers/odr/ for cross-border disputes.
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📋 10. GENERAL TERMS
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10.1. INTELLECTUAL PROPERTY
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All content on our website, including text, images, logos, and
graphics, is the property of Caravan Auto Shop or our licensors and is
protected by copyright laws. You may not reproduce, distribute, or use
any content without our prior written permission.
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10.2. CHANGES TO THIS POLICY
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We reserve the right to update or amend this Store Policy at any time.
Changes will be posted on this page with a revised "Last Updated" date.
It is your responsibility to review this policy before making a
purchase.
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10.3. GOVERNING LAW
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This Store Policy, and any contract between you and Caravan Auto Shop,
shall be governed by and construed in accordance with the laws of
England and Wales. Any disputes shall be subject to the exclusive
jurisdiction of the courts of England and Wales.
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FINAL DISCLAIMER
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This Store Policy does not affect your statutory rights as a consumer.
Nothing in this policy excludes or limits our liability for:
• Death or personal injury caused by our negligence.
• Fraud or fraudulent misrepresentation.
• Breach of your legal rights under the Consumer Rights Act 2015.
For any questions regarding this policy, please contact us.
Thank you for choosing Caravan Auto Shop.
We appreciate your business and trust in us.
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© 2026 Caravan Auto Shop. All rights reserved.
Last Updated: 30 July 2026
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