Refund policy

Returns & Refunds

At Covert Car Care, we take product quality seriously. If something isn’t right with your order, please contact us so we can investigate and resolve the issue.

Damaged, Faulty or Incorrect Products

If your order arrives damaged, leaking, faulty or incorrect, please email info@covertcarcare.com with your order number, a description of the issue and clear photographs of the affected product and its packaging, where possible.

We will review your claim and may request additional information or arrange an inspection or return where appropriate.

Once the issue has been assessed, we will provide a suitable remedy in accordance with your statutory rights. This may include a replacement, refund or another appropriate resolution.

We do not automatically issue refunds solely on the basis of a photograph or an unverified claim. However, this does not affect your statutory consumer rights.

Change-of-Mind Returns

Under UK consumer law, customers purchasing online generally have 14 days from receiving their order to notify us that they wish to cancel.

After notifying us, customers have a further 14 days to return the goods.

Customers are responsible for the direct cost of change-of-mind returns. Please contact us before returning any products so we can provide appropriate instructions for safely returning cleaning chemicals.

Customers may inspect products as they would in a shop. If products have been used or handled beyond what is necessary to establish their nature and characteristics, we may make a deduction from the refund to reflect any reduction in value.

Refund Processing

For eligible change-of-mind cancellations, refunds will be processed within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.

Refunds will be issued to the original payment method and will include standard outbound delivery costs where required by law.

For faulty or incorrectly supplied products, we will arrange the appropriate remedy following our assessment and in accordance with your statutory rights.

Returning Cleaning Chemicals

For safety reasons, please contact us before returning any cleaning products.

Do not send leaking, damaged or improperly sealed chemical products through the post without receiving suitable return instructions.

Opened or Used Products

We ask that customers return unwanted products unused, with their original packaging and any seals intact wherever possible.

Customers have the right to inspect products as they would in a physical shop. However, if a product has been used, partially emptied or handled beyond what is necessary to establish its nature and characteristics, it will not be eligible for a return.

These conditions do not affect your statutory rights. 

Contact

Email: info@covertcarcare.com

Please include your order number in all returns enquiries.

Nothing in this policy affects your statutory consumer rights.