If you wish to cancel an order you must inform us in writing as soon as possible by sending an email to firstname.lastname@example.org with a Subject heading of “Order Cancellation”. Please include your Order ID number in this email.
If we receive your order cancellation instruction before we have dispatched the goods to you, you shall be entitled to a full refund of the total order price minus the transaction fee we have incurred when we processed your payment. This transaction fee is typically around 3% of the total order price, though this figure is subject to change without notice and we cannot guarantee what this figure will be prior to receiving any individual order. The refund payment will be made in accordance with the Refunds section below.
If we receive your order cancellation after we have dispatched your goods to you, then you may no longer cancel your order. However, you are entitled to return the goods to us in accordance with the Returns section below.
Returns can only be made by prior arrangement.
Any product returned to us must be complete as supplied and in the same packaging, unless otherwise agreed in advance.
You should return the product(s) to us via a suitably insured means based on the value of the product. You should retain any receipt confirming the return. If returned products are lost we will not be liable for them.
Unwanted Goods - within 14 days of delivery
Within this 14 day period, you have the right to cancel and return the order without penalty, subject to the following conditions:
Unwanted Goods - more than 14 days after delivery
We are not obliged to accept the return of an unwanted good after the 14-day cooling-off period mandated by the Consumer Contracts Regulations has expired - we are entitled to accept returns at our discretion. Contact us to find out if this is possible for your case.
Any goods returned must be unopened and in a re-saleable condition, and will be subject to a minimum administration and handling fee of 20% of the invoice value. You will be responsible for the cost of safe carriage back to us.
Postage and packing costs are non-refundable.
Ordered correctly – Wrong parts supplied
If the reason for return is the result of our error, we will refund the parts and carriage costs, providing they are returned within 14 days, they have not been fitted and are in a saleable condition.
Damaged goods on arrival
If the goods were damaged before they reached you, we will refund the parts and carriage costs in full, providing you have notarised the carrier’s documentation at the time of delivery.
All parts supplied are guaranteed against manufacturing defaults for a minimum of 1 Year or 300hrs, whichever is sooner. In the unlikely event of a genuine manufacturing fault, we will require you to provide information to allow us to complete a warranty claim. If shown to be manufacture failure a full refund for parts and carriage costs will be issued. If the fault is caused by incorrect installation or lack of understanding of how the part works, we will provide a report of why the part/s failed and if damaged, offer a replacement.
Ross-Tech VCDS warranty
For information on Ross-Tech warranty please click here.
Old units for surcharge refund
Certain products are re-manufactured. To ensure the old unit is returned, a surcharge is added at point of sale. Surcharge refunds will be issued upon the receipt of the old unit within 1 month of supply with documentation advising the invoice number that the original part was supplied against, that the unit is clean, empty of oils with no damage caused by external forces. Items returned later than one month will not have their surcharges refunded. Items returned dirty or with oil will have a cleaning charge applied, reducing the refund.
To return parts
Once you have a returns authorisation, please return the parts securely packaged so as not to get damaged during transit using an appropriately insured service. Please send the package to: Marshall’s Industrial Ltd – Hithercroft Road, Wallingford, Oxfordshire OX10 9DG. if you have any questions regarding your return then please call us on 01491 834666.
We reserve the right to amend this information without notice