Refund policy

RETURN AND REFUND POLICY

This policy applies to purchases made from Lucas Batteries, a trading name of Battery Specialist North West Limited.

Different rules apply to consumers and business customers. Nothing in this policy affects any statutory rights that cannot legally be excluded or restricted.

1. CONTACTING US ABOUT A RETURN

Before dispatching any return, please email orders@lucasbatteries.co.uk with:

• Your order number
• The battery or product being returned
• The reason for the return
• Photographs where the item is damaged, incorrectly supplied or believed to be faulty

For a consumer cancellation, your email may also serve as your clear notice that you wish to cancel the purchase.

Batteries may be subject to special transport and packaging requirements. Do not dispatch a battery until we have provided suitable return and packaging instructions. You must use a carrier that accepts the relevant type of battery.

2. CONSUMER CHANGE-OF-MIND RETURNS

This section applies where you are an individual buying wholly or mainly for purposes outside your trade, business, craft or profession.

You may cancel an eligible online purchase without giving a reason by notifying us within 14 days after the goods are delivered to you or to a person nominated by you.

After notifying us of the cancellation, you must return the goods within a further 14 days.

For an unwanted, non-faulty product:

• You are responsible for arranging the return
• You are responsible for the direct cost of return carriage
• The return must be made using a suitable carrier that accepts the battery or product
• All accessories, instructions and other supplied items should be included
• The original packaging should be used where reasonably available, particularly where it is required for safe transport

Standard delivery is provided free of charge. We will not deduct our original outbound standard-delivery cost from a consumer refund.

Where you selected and paid for an enhanced or premium delivery service, we are not required to refund any amount above the cost of our least expensive standard delivery service. As our standard delivery service is free, the enhanced-delivery charge will not normally be refundable following a change-of-mind cancellation.

3. INSPECTION AND DIMINISHED VALUE

You may inspect a product in the same way that you reasonably could in a shop.

Where handling has gone beyond what is reasonably necessary to establish the product’s nature, characteristics and operation, we may reduce the refund to reflect any resulting loss in value.

Installing, connecting, charging, using, damaging or otherwise handling a battery beyond a reasonable inspection may reduce its resale value. Any deduction will be assessed reasonably and individually after considering the condition of the returned product.

The absence of original packaging does not automatically remove your statutory cancellation rights. However, any damage caused by inadequate packaging or unsafe return carriage may be taken into account where legally permitted.

4. INCORRECTLY ORDERED OR UNSUITABLE BATTERIES

Where a customer orders an unsuitable or incorrect battery despite the product and fitment information supplied being accurate, the return will normally be treated as an unwanted, non-faulty return.

Where Lucas Batteries supplied the wrong product, or where our confirmed product or fitment information was materially incorrect, please contact us. Where the return is accepted under your legal rights, we will arrange and pay the reasonable return or collection cost.

5. FAULTY, DAMAGED OR INCORRECTLY SUPPLIED GOODS

Please contact orders@lucasbatteries.co.uk promptly if a product:

• Arrives damaged
• Is incorrectly supplied
• Is faulty
• Is not as described
• Is not reasonably fit for its intended purpose

We may request photographs, vehicle information, installation details or reasonable diagnostic information to help investigate the issue.

Where goods are validly rejected under your consumer rights, Lucas Batteries will arrange and pay the reasonable collection or return costs.

Consumers normally have a short-term right to reject goods that do not conform to the contract within 30 days. Other legal remedies, including repair, replacement, a price reduction or rejection, may apply depending on the circumstances and when the issue is reported.

Any manufacturer’s or commercial warranty is provided in addition to, and does not replace, your statutory rights.

6. REFUNDS

For a valid consumer change-of-mind cancellation, we will issue the refund no later than 14 days after:

• We receive the returned goods; or
• If earlier, you provide satisfactory evidence that the goods have been sent back

We may withhold the refund until we have received the goods or satisfactory evidence of return, where permitted by law.

Refunds will normally be made to the original payment method unless otherwise agreed.

The refund will include the amount paid for the returned goods, subject to any lawful deduction for diminished value. It will not include:

• The direct cost you paid to return an unwanted, non-faulty product
• Any supplementary amount paid for enhanced or premium delivery above our free standard-delivery option
• Any lawful deduction for diminished value resulting from excessive handling

Once issued, the time taken for a refund to appear depends on the payment provider or bank.

7. BUSINESS CUSTOMERS

A business customer is someone purchasing wholly or mainly for trade, business, craft or professional purposes.

Business customers do not receive the consumer 14-day change-of-mind cancellation right.

We may accept a return of non-faulty goods from a business customer at our discretion, provided that:

• The return is requested and authorised in advance
• The goods are returned in the condition agreed
• The business customer arranges and pays for return carriage
• The return complies with our packaging and transport instructions

For a discretionary business return, the refund may be reduced by:

• The actual outbound delivery cost paid by Lucas Batteries
• Reasonable handling or administration costs disclosed when the return is authorised
• Any reduction in the product’s value caused by installation, use, damage, missing items or other handling

Nothing in this section excludes any rights or remedies that a business customer has which cannot legally be excluded.

8. RETURN ADDRESS

Once return instructions have been provided, authorised returns should be sent to:

Battery Specialist North West Limited
Trading as Lucas Batteries
Battery House
244 Derby Road
Bootle
Liverpool
L20 8LJ
United Kingdom

Please clearly include your order number or return reference with the goods.

Do not send a battery to this address until you have contacted us and received suitable return and safe-carriage instructions.

9. CONTACT

Email: orders@lucasbatteries.co.uk