Returns & Refunds

This page explains how returns and refunds work at VRA Truckparts – including our 30-day warranty on used parts, who pays for return shipping, the step-by-step procedure, and how long refunds usually take.

Our returns policy applies across the whole Lorry/Truck Parts catalogue, from small Lighting + Interior to safety-critical Brakes & Brake Parts + Suspension & Steering and high-value Engines & Components + Transmission & Drivetrain. Please refer to the specific listing for any exceptions or additional return conditions.

Because we specialise in used OEM truck parts, our policy is designed to:

• protect buyers from genuinely faulty parts, and
• protect us from unnecessary returns, damage in fitting, or misuse of salvage components – while still respecting your statutory rights under UK law.

1. Summary – 30-day warranty & return window

• We provide a 30-day warranty on used parts from the date you receive the goods.
• Within those 30 days, we will accept returns where the part is:
  • faulty, or
  • not as described in our listing.
• Parts that are correctly supplied (right part number, right side, right spec) but no longer required or incorrectly ordered are not normally returnable, unless we agree otherwise in writing. A handling charge may apply if we accept such a return as a goodwill gesture.
• All parts must be fitted by a qualified mechanic at an established workshop or garage. We may ask for evidence of professional installation (invoice, job sheet, or similar) in any warranty or returns case.

Nothing in this Returns & Refunds policy is intended to limit or exclude any legal rights you may have under UK consumer law, including your right to reject faulty goods within 30 days and your right to a cooling-off period for certain online purchases.

2. What can be returned

You may request a return within 30 days of delivery where:

1. The part is faulty or develops a fault under normal use.
2. The item is not as described in our listing (for example, wrong part sent, wrong side, or a significant condition issue that was not shown or mentioned).
3. We have explicitly agreed to accept a return for a correctly supplied part (for example, in a specific email or written confirmation).

In all cases:

• Parts must be returned complete, in the same configuration as supplied, and with all security markings, labels or seals intact. Used car/parts sellers routinely mark items and verify them on return to prevent abuse; we do the same.
• The part must not have been disassembled or tampered with (for example, opened ECUs, removed covers, stripped engines) unless we specifically authorised this in writing.

3. What cannot be returned

To protect both our business and other buyers, we cannot normally accept returns in the following cases:

• The part was correctly supplied (right number, right side, correct description) but:
  • you ordered the wrong part, or
  • you no longer need it, or
  • you changed your mind after fitting or attempting to fit it.
• The part has been damaged during installation, removal or handling by the customer or a third party.
• The part has been disassembled, opened, modified or re-programmed, unless we authorised this.
• The part has failed due to overheating, lack of lubrication, incorrect fluid, contamination, or other clear signs of misuse or incorrect installation (typical exclusions used across UK salvage/used-parts warranties).
• The fault arises from ancillary or bolt-on components that we do not guarantee separately, such as (but not limited to):
  • water pumps, oil pumps
  • timing belts/chains and tensioners
  • gaskets and seals
  • service items such as filters, plugs, fluids.

We also do not refund:

• any labour or fitting costs,
• diagnostic charges,
• consumables or fluids,
• any other indirect or consequential losses – this is standard practice in used auto-parts warranties.

If you are unsure whether your situation qualifies, please contact us before removing or disassembling the part.

4. Who pays for return shipping?

UK law and industry practice distinguish between faulty/not as described items and change-of-mind / correctly supplied returns.

Faulty or not as described

If we agree that:

• the part is faulty, or
• we have supplied the wrong part or a part that is materially not as described,

then:

• We will usually cover the reasonable cost of returning the item (or arrange our own collection), and
• We will offer either a replacement (if available) or a refund once the part has been received and inspected.

Correctly supplied / change of mind

If the part was:

• correctly supplied and as described, and
• you no longer require it or ordered incorrectly,

then:

• any return must be agreed in advance,
• you are normally responsible for all shipping costs (both original and return), and
• we may charge a handling/restocking fee (for example up to 20%) to cover testing, re-stocking and admin, similar to other UK breakers and parts suppliers.

If you are a consumer buying online, additional cooling-off rights may apply in some cases – see section 9.

5. How to request a return (procedure)

To start a return, please follow these steps within 30 days of receiving the item:

1. Contact us first
   • Email or call us using the details on the Contact page.
   • Provide your order number, part number, and a short description of the issue.
2. Send evidence
   • Clear photos of the part as installed (if applicable) and the issue you have found;
   • Photos of any labels, casting numbers or security marks;
   • A copy of the invoice or job sheet from the garage showing that a qualified mechanic fitted the part (for warranty cases).
3. Await our instructions
   • We may ask further questions or request additional photos/tests;
   • If the return is approved, we will issue return instructions (RMA/ref number and return address) and confirm whether we are providing a label, arranging collection, or asking you to return the item yourself.
4. Pack the item securely
   • Use strong packaging and protect all protruding parts (mounts, plugs, ports, brackets);
   • Include the RMA/ref number inside the box;
   • Remove or black out old labels if you are re-using packaging.

We cannot process returns sent back without prior contact or without clear identification of the order.

6. Inspection of returned parts

When a returned part arrives back at our premises, we will:

1. Check security markings and serials
   • We record photos and ID details before dispatch; these are used to confirm that the returned part is the same item originally supplied.
2. Inspect condition
   • Compare condition against our original photographs and notes;
   • Look for signs of misuse, incorrect fitting, impact damage, overheating or tampering.
3. Function testing (where possible)
   • For some components we may bench-test or test on a vehicle to verify the reported fault.

If the part is confirmed to be faulty or not as described, the return will be approved for refund or replacement.

If inspection shows that:

• the part was correctly supplied and not faulty, or
• the part is now damaged, stripped or modified compared to when it left us,

we may reject the return, or offer a partial refund or credit note at our discretion.

7. Refunds – how and when we pay

Once we have approved a return and completed inspection:

• Refunds are issued via the original payment method (for example, card refund via Global Payments) wherever possible.
• We aim to process approved refunds within 3–5 working days of confirming the outcome.
• Your bank or card provider may take extra time to post the funds back to your account.

Where the return is for a correctly supplied item and we have agreed to accept it:

• we may deduct:
  • outbound shipping costs,
  • any restocking/handling charge,
  • and any sums needed to repair or re-grade the part if it is no longer in the same condition.

UK guidance allows retailers to withhold refunds until goods are returned (or evidence of return is provided) and to reduce refunds for diminished value where the buyer has handled the goods beyond what is necessary to check them.

8. Fitting, labour & workshop responsibility

Because we deal with complex commercial vehicle components, correct fitting is critical:

• All parts must be fitted by a qualified mechanic in an established workshop or garage;
• We may request evidence of this in any returns or warranty case;
• Warranty normally terminates if:
  • the part has been disassembled or tampered with,
  • the failure is linked to overheating, lack of lubrication, incorrect fluids, or other misuse,
  • the part has been fitted contrary to manufacturer procedures (for example, failing to flush systems, not replacing required ancillaries, ignoring basic service steps).

We do not compensate:

• labour or fitting charges,
• diagnostic or recovery costs,
• loss of use or downtime,
• any other indirect or consequential losses.

These exclusions are standard among UK salvage and used-parts suppliers and are in addition to any limitations in our full Terms & Conditions.

9. Your statutory rights (consumers buying online)

If you are buying as a consumer (not a business) and you order online or by phone, UK law gives you additional rights:

• Under the Consumer Rights Act 2015, if goods are faulty, not as described or unfit for purpose, you usually have a 30-day short-term right to reject them for a full refund.
• Under the Consumer Contracts Regulations, for most goods bought at a distance you also have a 14-day cooling-off period to change your mind, starting from the day you receive the goods.

There are some exceptions and detailed rules (for example about handling, deductions for diminished value, and return postage). If you are a consumer and want to exercise your statutory cancellation or rejection rights, please contact us and we will guide you through the process in line with UK law.

This Returns & Refunds policy sets out how we handle returns in normal cases. Where it conflicts with your non-excludable rights under UK law, your legal rights take precedence.