Return Policy

Effective Date: 20th January 2025 Last Updated: 20th January 2025

At Motorcraft Group LTD, we stand behind the quality of our services and want you to be completely satisfied with your purchase. This Return Policy outlines your rights and our commitment to customer satisfaction.

1. Company Information

Motorcraft Group LTD Company Number: 16058411 Registered Address: The Atrium, 1 Harefield Road, Uxbridge, England, UB8 1EX Contact: info@motorcraft.group Phone: +44 20 3355 5604 Warranty Claims: warranty@motorcraft.group

2. Nature of Our Services

2.1 Service-Only Business Model

Motorcraft Group operates exclusively as a service provider. We do not sell standalone products or equipment. All our offerings include:

• Professional installation services
• Equipment/hardware as part of the service package
• Complete setup and configuration
• Post-installation support

This means you are purchasing a complete service experience, not individual products.

3. 30-Day Return Right

3.1 No-Questions-Asked Return Period

You have the right to request a full refund within 30 days of your service installation date without providing any reason.

3.2 Return Process

If you wish to exercise your return right:

1. Email notification to warranty@motorcraft.group within 30 days
2. Include your booking reference and installation date
3. Schedule restoration appointment within 7 days of notification
4. Vehicle restoration to original condition at no charge
5. Full refund processed within 14 days of restoration completion

3.3 Vehicle Restoration

Upon return request, we will:

• Remove all installed equipment completely and safely
• Restore your vehicle to its exact original condition
• Ensure no traces of modifications remain
• Provide restoration certificate confirming original state

4. Warranty Coverage

4.1 CarGuard CAN Immobiliser

Standard Warranty: 3 Years

• Full coverage from installation date
• Includes equipment and installation workmanship
• Free repairs or replacement if required
• Optional extension to 5 years available

What’s Covered:

• Equipment malfunction or failure
• Installation defects or issues
• Performance problems related to our work
• Software or firmware issues

What’s Not Covered:

• Damage from accidents or misuse
• Unauthorised modifications or tampering
• Normal wear and tear
• Issues caused by third-party work

4.2 ECU Tuning Services

Lifetime Warranty

• Coverage: Issues directly caused by our tuning modifications
• Includes: Error codes, performance problems, or software conflicts arising from our work
• Duration: For the lifetime of your vehicle ownership

What’s Covered:

• ECU errors caused by our tuning
• Performance issues related to our modifications
• Software conflicts from our remapping
• DPF off, EGR off, AdBlue off related problems from our work

What’s Not Covered:

• Issues arising after third-party modifications
• Problems caused by reversal of our work by other providers
• Mechanical engine problems unrelated to tuning
• Software updates or changes made by dealerships

4.3 Warranty Exclusions (All Services)

• Third-party modifications that affect our work
• Dealership software updates that override our modifications
• Accidental damage to vehicle or equipment
• Misuse or abuse of installed systems
• Normal maintenance requirements not followed

5. Warranty Claims Process

5.1 How to Make a Claim

1. Email us immediately at warranty@motorcraft.group
2. Provide detailed description of the issue
3. Include photos or videos if applicable
4. Reference your original booking details
5. Allow remote diagnostics if requested

5.2 Our Response Commitment

• Initial response: Within 24 hours
• Diagnosis appointment: Within 48-72 hours
• Resolution timeframe: Depends on issue complexity
• Communication: Regular updates throughout process

5.3 Resolution Options

Depending on the issue, we may:

• Remote diagnostics and software fixes
• On-site repair at your location
• Equipment replacement if required
• Full system upgrade in exceptional cases

6. Consumer Rights

6.1 UK Consumer Laws

Your return and warranty rights are in addition to your statutory rights under UK consumer protection law, including:

• Consumer Rights Act 2015
• Consumer Contracts Regulations 2013
• Right to expect services to be performed with reasonable skill and care

6.2 Alternative Dispute Resolution

If you’re not satisfied with our response to a warranty claim:

1. Escalate to management via info@motorcraft.group
2. Independent mediation services available
3. Trading Standards can provide guidance
4. Legal action as a last resort

7. Return and Warranty Conditions

7.1 Vehicle Condition Requirements

• Vehicle must be accessible for service/restoration
• Original installation location must be available
• Customer must provide safe working environment
• Vehicle history and modifications must be disclosed

7.2 Documentation Requirements

• Original booking confirmation or reference
• Installation certificate (provided after service)
• Vehicle registration documents
• Proof of identity for warranty claims

8. Refund Process

8.1 Refund Timeline

• 30-day returns: Full refund within 14 days of restoration
• Warranty refunds: Processed within 7 days of resolution decision
• Payment method: Refunded to original payment method where possible

8.2 Refund Amounts

• 30-day returns: 100% of service cost
• Warranty issues: Cost related to specific problem
• No deductions for reasonable use during return period

9. Force Majeure

We are not liable for delays in warranty service or returns due to circumstances beyond our control, including:

• Severe weather conditions
• Vehicle accessibility issues
• Parts supply chain disruptions
• Emergency situations

10. Contact Information

For all return and warranty matters:

Primary Contact: warranty@motorcraft.group General Enquiries: info@motorcraft.group Phone: +44 20 3355 5604 Address: The Atrium, 1 Harefield Road, Uxbridge, England, UB8 1EX

Operating Hours:

• Monday-Friday: 8:00 AM - 7:00 PM
• Saturday-Sunday: 9:00 AM - 5:00 PM
• Emergency support available by arrangement

11. Policy Updates

This Return Policy may be updated from time to time. Any changes will be communicated via:

• Email notification to existing customers
• Website posting with effective date
• Direct communication for active warranty holders

This Return Policy is governed by English law and designed to exceed UK consumer protection requirements. We are committed to fair treatment and customer satisfaction.

Customer Service Commitment: We aim to resolve all issues quickly, fairly, and to your complete satisfaction.