Refund policy

Returns & Refund Policy

At Eco shop, we operate on a "measure twice, fit once" principle. This policy outlines your rights under UK law and the clear boundaries we have in place to protect our business. Please read carefully before placing an order.

1. Order Cancellation

· Before dispatch: You may cancel at any time before your order is shipped. A full refund will be issued.
· After dispatch but before delivery: You may still cancel, but you will be responsible for the shipping and handling costs (£3.99 per order).
· After delivery: Please refer to the "Change of Mind" returns section below.

2. Change of Mind Returns (14-Day Cooling-Off Period)

You have the right to notify us of your return within 14 days of receipt and to send the goods back within 14 days of notification.

ALL of the following conditions must be met:

· The item must be unused, untested, and uninstalled;
· The item must be in its original packaging, which must be undamaged, unopened, and unmarked;
· All labels, stickers, seals, and accessories must be intact and complete;
· The item must be in perfect resalable condition.

The following are NEVER accepted for return:

· Any parts that have been fitted, attempted to be fitted, or installed on a vehicle;
· Parts with broken or opened packaging that cannot be restored to original condition (e.g., opened blister packs, broken seals);
· Electronic or electrical parts that have been powered on or tested;
· Any item with damage, scratches, stains, or contamination caused by the buyer's negligence.

Refund will be reduced by:

· Return shipping costs (borne by the buyer);
· Up to 50% of the item's value to reflect diminution in value if packaging is damaged or the item's value is otherwise reduced;
· Original shipping fees (if any) are non-refundable.

3. Wrong Fitment Selection – Treated as Change of Mind

Auto parts must precisely match your vehicle. "I accidentally ordered the wrong part" will be treated as a change of mind return and is subject to Section 2 above.

To avoid fitment errors, we strongly recommend you:

· Confirm compatibility using your vehicle's VIN (Vehicle Identification Number) ;
· Provide your vehicle's Make, Model, Year, and Engine Size;
· Contact us before ordering if you have any doubts – we are happy to assist.

A 20% restocking fee will be deducted from refunds for items returned due to incorrect fitment selection, to cover inspection, handling, and repackaging costs.

4. Installed or Used Parts – STRICTLY NON-RETURNABLE (No Exceptions)

Any parts that have been installed, fitted, or used on a vehicle are NON-RETURNABLE for ANY reason, with NO EXCEPTIONS. This includes but is not limited to: vehicle sold, vehicle scrapped, part not as expected, or unsatisfactory results after installation.

Once a part is fitted, it is deemed "consumed" and cannot be returned for safety, hygiene, and regulatory reasons. This policy is absolute and admits no exceptions.

If you return a used or installed part to us, we will:

· Refuse delivery and return the item to you at your own cost; and/or
· Deduct up to 100% of the item's value from any refund to reflect the complete loss of value.

5. Personalised & Custom-Made Items – NOT RETURNABLE

Under UK Consumer Contracts Regulations 2013 (Section 28) , personalised or custom-made items are exempt from the 14-day cancellation right.

This includes but is not limited to:

· Engraved souvenirs and personalised name keyrings;
· Custom-colour, custom-size, or bespoke automotive trims and accessories;
· Any item made to your specific requirements.

Unless the item is faulty or not as described, we DO NOT accept returns or exchanges on personalised or custom-made items under any circumstances, with no exceptions.

6. Faulty Items (Your Statutory Rights)

If your item is faulty or not as described, we fully respect your statutory rights:

· Within 30 days of receipt: You are entitled to a full refund or free replacement (we will cover return shipping costs);
· Between 30 days and 6 months of receipt: You are entitled to a free repair or replacement (where reasonably possible), otherwise a pro-rata refund.

To report a faulty item:

1. Stop using the item immediately;
2. Notify us within 48 hours of discovering the issue;
3. Provide your order number, a description of the issue, and photos of the item;
4. We will respond within 48 hours and resolve your case.

7. Resellers & Bulk Purchases

· Purchases of 5 or more identical items are classified as reseller/wholesale orders;
· Change of mind returns do NOT apply to reseller orders;
· All reseller orders are final sale and non-returnable.

8. Return Process

1. Email us at [Your Customer Service Email] with your order number and reason for return;
2. We will provide a Return Authorisation and return address within 2 business days;
3. Pack the item securely and return it using a trackable shipping service (keep your proof of postage);
4. Once received and inspected, we will process your refund within 14 days;
5. Refunds will be issued to your original payment method.

9. Our Reserved Rights

Under UK law, we reserve the right to:

· Refuse service: Customers who abuse our return policy (including but not limited to: frequent change of mind returns, returning used items, fraudulent claims) may be refused future orders;
· Investigate abuse: Suspected fraudulent returns will be reported to relevant enforcement authorities and platforms;
· Amend policy: We reserve the right to update this policy at any time. Changes take effect immediately upon posting on our website.

10. Contact Us

📧 Email: [eco@hkeco.co]
📱 Response Time: We aim to respond to all enquiries within 24 hours (Monday to Friday).

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Policy Last Updated: August 2026