Refund policy
Returns Policy
You have the right to cancel your order within 14 days of receiving the goods. To exercise this right, you must notify us within this 14‑day period.
To be eligible for a return under the statutory right to cancel, your item must be returned in the same condition that you received it, having been handled only to the extent necessary to inspect it.
Where a product is supplied with retail packaging, presentation boxes, or branded packaging intended to form part of the product, this packaging should be returned in a reusable condition. If such packaging is missing or damaged beyond reasonable handling, we reserve the right to make a deduction from the refund to reflect any loss in value, as permitted by law.
You’ll also need the receipt or proof of purchase.
Please ensure that items returned to us are securely packaged to prevent damage in transit. Guidance on return postage and transit responsibility is set out below.
To start a return, you can contact us at sales@arcadepartsuk.com.
If your return is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at sales@arcadepartsuk.com.
Return Postage and Transit Risk
Where a return is made under the statutory right to cancel, and the item is not faulty, the customer is responsible for the cost of returning the goods to us.
Where an item is returned because it is faulty, damaged on arrival, or incorrect, we will cover the cost of return and provide instructions on how to proceed.
Where the customer arranges the return of goods under the right to cancel, the customer is responsible for the goods until they are received by us. We recommend using a tracked and insured service and packaging items securely.
Where goods are returned due to a fault, damage, or error on our part, or where we arrange the return courier, the risk of loss or damage in transit remains with us.
Exceptions / non-returnable items
Certain types of items cannot be returned, including custom products (such as special orders or personalised items), t-moulding is cut to size for your order, and T-shirts printed to order.
Gift cards are non-refundable and cannot be returned, except where required by law.
Refunds
Approved refunds will be issued to the original payment method within 14 days of receipt of the returned goods or proof of return, whichever is received first.
Optional store credit
If you would like to support us further as a small independent business, you may choose to accept store credit instead of a monetary refund. This helps us to avoid payment processing charges and allows us to continue investing in new products and stock.
This is entirely optional. If you prefer a refund to your original payment method, this will always be provided in accordance with your statutory rights.
Faulty, Damaged, or Incorrect Items
If you believe an item is faulty, damaged on arrival, or incorrect, please contact us as soon as possible at sales@arcadepartsuk.com with a description of the issue.
Where possible, we may ask for photos or video showing the issue and may provide troubleshooting guidance to help resolve the problem without the need for a return.
If the item needs to be returned for inspection, we will provide instructions on how to proceed. Where the item is confirmed to be faulty, damaged on arrival, or incorrect, we will cover the reasonable cost of return postage.
Returned items may be inspected and tested upon receipt. If a fault is confirmed, we will offer a repair, replacement, or refund in accordance with your statutory rights.
If the item is returned and found not to be faulty and is functioning as intended, the outcome will depend on the circumstances of the return.
Where the customer is still within the statutory 14-day cancellation period and the conditions of the right to cancel are met, the return may be treated as a cancellation return in accordance with our returns policy.
Where the item is found not to be faulty and the statutory cancellation period has expired, the item will not be eligible for a refund. In this case, we may ask the customer to cover the cost of return postage before the item is sent back to them.
Where no fault is found and the item cannot be returned to stock because it has been used beyond what is necessary to inspect it, or because retail packaging or included components are missing or damaged, we may make a deduction from any refund to reflect the loss in value, as permitted by law.
Compatibility with specific systems, wiring configurations, software, or third-party equipment does not in itself indicate a fault.
Where a returned item is tested and found not to be faulty and the customer does not wish to proceed with a return under the statutory right to cancel, we reserve the right to require the customer to cover the cost of return postage before the item is sent back to them.
Where a returned item is found not to be faulty and the customer does not arrange or pay for return postage, the item will be held for 30 days while we await instructions or payment for its return. If no response or payment is received within this period, the item may be treated as abandoned and we reserve the right to dispose of it or resell it in order to recover handling and storage costs.