Your complete guide to ordering, shipping, and returns at Caravan Auto Shop.

Welcome to Caravan Auto Shop. We are a specialist UK supplier of caravan, motorhome, and automotive spare parts. This policy sets out our obligations to you and your rights as a consumer. It applies to all orders placed through our website, www.caravanautoshop.co.uk. We strongly recommend reading this page before completing your purchase.

Placing Your Order – Step by Step

Our checkout process is designed to be quick, secure, and transparent. Here is exactly what happens when you place an order with us:

🔴 Important – Stock & Substitutions: We hold live stock data, but in rare cases, an item may sell out between your purchase and our picking process. If this happens, we will contact you within 72 hours with three options: (a) offer a suitable alternative, (b) place the item on backorder with an estimated restock date, or (c) cancel your order for a full, immediate refund. You are under no obligation to accept a substitute.

Dispatch, Processing & Delivery Timelines

We understand that when your caravan is off the road, every day counts. We operate a dedicated dispatch team to get your parts moving as fast as possible.

1 Order Processing Times

• Standard Processing: Orders are processed and picked Monday to Friday, 9:00 AM – 5:00 PM (excluding UK public holidays and bank holidays).

• In-Stock Items: Typically dispatched within 1 to 3 working days from the date of order.

• High-Volume Periods: During peak caravan seasons (March–September) and after Christmas, processing may extend to 3 working days. We will display a banner on our website during these times.

• Next-Day Dispatch: We offer a premium “Express Processing” upgrade at checkout for an additional fee. Orders placed before 1:00 PM with this option are dispatched the same working day.

2 Delivery Methods & Transit Times

We use a tiered courier system to balance speed and cost. Your order will be assigned to the most appropriate carrier based on size and weight:

• Scottish Highlands, Islands & Northern Ireland: These postcodes (IV, HS, KA, KW, PA, PH, ZE, BT, and Isle of Man) may add 2–3 additional working days and incur a surcharge. We will contact you with a quote before processing – you are free to cancel if the cost is unacceptable.

• Channel Islands & International: We currently ship to the UK mainland and Northern Ireland only. For Channel Islands or overseas orders, please contact us directly for a custom quote.

Delivery Costs – Full Breakdown

We believe in transparent pricing. Shipping costs are calculated at checkout, but here is a general guide:

📦 Multiple Boxes: If your order contains several bulky items, we may split it into multiple parcels to ensure safe transit. You will only be charged the single shipping fee quoted at checkout – we absorb the extra courier cost.

Important Delivery Scenarios – What You Need to Know

These are the most common delivery situations our customers encounter. Please read carefully to avoid delays.

🔹 Signature on Delivery

All our parcels are sent on a “signed-for” service. This protects both you and us against loss or theft.

• Someone must be at the delivery address to sign between 8:00 AM – 6:00 PM.

• If you are not available, the courier will leave a “Sorry We Missed You” card with:

  • A link to rearrange delivery for a more convenient day.

  • Details of the local depot for collection (please bring photo ID and the card).

• Redelivery Attempts: Couriers typically make two attempts. After the second failed attempt, the parcel will be returned to us. A £15.00 restocking & re-shipping fee will apply before we can resend.

🔹 Delivering to a Caravan Park, Campsite, or Storage Facility

We frequently ship directly to touring sites. Please follow these guidelines:

• Notify Reception: You MUST inform the park’s reception or wardens in advance that a parcel is expected. Provide them with your pitch number and expected arrival date.

• Authorised Acceptance: Once the reception team signs for your parcel, our delivery obligation is fully discharged. We are not responsible for any loss or damage that occurs after they take custody.

• Pitch Deliveries: Some couriers will deliver directly to your pitch if the site allows vehicle access. However, if you are not on-site, the parcel will default to the reception office.

🔹 Incorrect or Incomplete Addresses

• Your Responsibility: You are solely responsible for the accuracy of the delivery address entered at checkout. Please double-check house numbers, postcodes, and site names.

• Courier Corrections: We can request an address correction with the courier for a £10.00 admin fee, but this is not guaranteed and will add 24–48 hours to delivery.

• Non-Delivery Due to Address Error: If a parcel is returned to us as “undeliverable” due to an incorrect address provided by you, we will refund the order cost minus our original shipping expense and a £12.00 handling fee. You will need to place a new order with the corrected address.

🔹 Leaving Parcels in a Safe Place

Due to the high value of caravan parts, we do not authorise couriers to leave parcels in porches, bins, or with neighbours unless you explicitly instruct us in writing via the order notes. If you choose to authorise a “safe place,” you accept full liability for any theft or damage once the courier marks it as delivered with photographic evidence.

Non-Delivery, Lost Parcels & Investigations

Despite our best efforts, parcels occasionally go missing. Here is our clear, step-by-step process:

 Important – Courier Tracking: We provide live tracking links in your dispatch email. Please monitor these. If the tracking shows “Delivered” but you have not received it, check with reception, neighbours, or safe places first. If still missing, contact us immediately – time limits for courier claims are strict.

Damaged Goods – Inspection & Reporting

We invest heavily in high-quality packaging – double-wall boxes, bubble wrap, and foam inserts – to protect your parts. However, courier handling can be rough. Please follow this procedure:

1 On Arrival – Visual Inspection

• Before signing: If the outer box is visibly crushed, torn, or wet, sign as “DAMAGED” clearly on the courier’s handheld device. Take a photo of the box before opening.

• After opening: Inspect the contents immediately. Do not throw away the original packaging – we may need it for courier claims.

2 Reporting Damage

• Deadline: You must notify us of any damage within 24 hours of delivery. Reports received after 24 hours may be rejected by the courier, and we cannot guarantee a resolution.

• What to send: Email us at info@caravanautoshop.co.uk with:

  1. Your order number.

  2. A clear description of the damage.

  3. At least 3 high-resolution photos – one of the outer box, one of the internal packaging, and one close-up of the damaged part.

• Our response: Within 48 hours, we will:

  • Arrange a prepaid return label for you to send the damaged item back.

  • Dispatch a replacement immediately (if in stock) or issue a full refund.

  • We may also offer a partial refund (typically 20–50%) if the damage is only cosmetic and you wish to keep and use the part.

3 Concealed Damage

If the box looks fine but the part inside is broken (e.g., a cracked plastic housing), you still have 24 hours from delivery to report it. Keep all packaging until we confirm our investigation is complete.

Returns Policy – Detailed Terms

Our promise to you – fair, transparent, and in full compliance with UK consumer law.

We want every customer to be 100% satisfied. If you need to return an item, you have extensive rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. This section explains exactly how to exercise those rights with Caravan Auto Shop.

Your 14-Day Cooling-Off Period (Change of Mind)

You are entitled to cancel your order for any reason within 14 days of receiving the goods. This is your statutory “cooling-off” right.

Exceptions to the Cooling-Off Period (Non-Returnable Items)

Under UK law, the 14-day right to cancel does not apply to the following types of goods, which are final sale unless faulty:

• ✅ Custom-made or special-order parts (items we source specifically for you from a supplier).

• ✅ Sealed audio, video, or software (e.g., diagnostic software CDs) where the seal is broken.

• ✅ Perishable goods (batteries with expiry dates, adhesives, sealants).

• ✅ Goods which, by their nature, are inseparably mixed with other items after delivery.

✅ General Conditions for All Returns (Non-Faulty)

To ensure your return is accepted without delay, please adhere strictly to these conditions:

• Obtain a Returns Authorisation Number (RAN): You MUST contact us before returning any item. We will issue a unique RAN via email. Write this number clearly on the outside of the parcel. Returns without a RAN will be refused and returned to you at your cost.

• Condition of Goods: Parts must be:

  • Unused and unfitted (not installed, even for a test fit).

  • In a fully re-saleable condition (no grease, dirt, tool marks, or odours).

  • In original, undamaged retail packaging with all tags, labels, barcodes, and protective covers intact.

• Complete Returns: All components, accessories, instruction manuals, and free gifts included with the original order must be returned. Missing items will result in a deduction from your refund.

• Return Shipping: You are responsible for the cost and risk of returning non-faulty goods. We strongly recommend using a tracked and insured service (e.g., Royal Mail Special Delivery or DPD). If your return is lost in transit, we cannot issue a refund unless you provide proof of postage and we can make a claim on your behalf.

Faulty, Incorrect, or Misdescribed Items

If you receive an item that is defective, not as described, or simply the wrong part, your statutory rights are fully protected. The Consumer Rights Act 2015 gives you the right to a repair, replacement, or refund.

How to Report a Faulty or Incorrect Item

1. Contact us immediately via email with:

   • Your order number.

   • A detailed description of the fault or the discrepancy (include the part number you ordered vs. what you received).

   • Clear photos or a short video showing the issue (e.g., the packaging label, the defect).

2. We will respond within 48 hours with a prepaid return label (for UK returns).

3. Once we receive and inspect the item, we will:

   • Dispatch a replacement immediately (stock permitting), or

   • Process a full refund including your original shipping costs.

🧑‍🔧 Technical Faults: We are a team of caravan specialists. If a part appears faulty but you are unsure if it’s the part or your installation, please call us. We can often diagnose over the phone, saving you the hassle of a return. If we confirm the part is fine and the issue is installation error, you may still return it under our standard returns policy, but return shipping will be at your cost.

Restocking Fee – When It Applies

We do not charge a restocking fee for genuine faults or errors on our part. However, to cover the cost of re-inspecting, re-packaging, and returning goods to stock for change-of-mind returns, we reserve the right to apply a deduction:

We will always contact you to agree on any deduction before processing your refund.

Warranties & Manufacturer Guarantees

Many of the parts we sell come with a manufacturer’s warranty (typically 12–24 months).

• Our Role: During the warranty period, we act as your point of contact. We will liaise with the manufacturer on your behalf to arrange repairs or replacements.

• Not a Direct Return: Warranty claims are not the same as our standard returns policy. You may be asked to provide proof of purchase, photos, and a detailed fault description. We may forward these directly to the manufacturer for assessment.

• Consumables: Wear-and-tear items (brake pads, friction linings, light bulbs, seals, lubricants) are covered against manufacturing defects only. They are not covered for normal wear and tear from use.

Need Help? Contact Our UK Support Team

We are real people, based in the UK, who know caravans inside and out. If you have any question about your order, delivery, or a return – no matter how small – please reach out.

Quick Reference – Returns Checklist

Before sending any item back, tick off this list:

•  I have obtained a valid RAN (Returns Authorisation Number) from Caravan Auto Shop.
• The RAN is written clearly on the outside of the parcel.
• The item is unused, unfitted, and in original packaging (unless faulty/incorrect).
• I have included a printed copy of my order confirmation or a note with my order number.
• I have packaged the item securely to prevent damage in transit.
• I have used a tracked and insured courier service and kept my proof of postage receipt.

Policy Last Updated: [Insert Date – e.g., 30th July 2026]
Policy Version: 2.0 (Long Form)
Caravan Auto Shop reserves the right to update this policy at any time. The version in force at the time of your order applies.

Designer’s Notes for Web Implementation: