Order Issues, Returns and Refund Requests
At Modulus Autocare, we want every order to arrive correctly, safely and in good condition. If something has gone wrong with your order, this page explains what to do and how we handle order issues, returns and refund requests.
Please contact us before sending anything back so we can confirm the best next step.
Contacting us about an order
If you need help with an order, please contact us with:
- Your order number
- The name used on the order
- A brief explanation of the issue
- Clear photos if the item is damaged, leaking, incorrect or faulty
- Photos of the outer packaging if the parcel arrived damaged
This helps us deal with the issue faster and gives us the evidence needed to investigate delivery or packaging problems.
Damaged, leaking or incorrect items
If your order arrives damaged, leaking, missing an item or containing the wrong product, please contact us as soon as possible after delivery.
Where possible, please keep the product, bottle, trigger, cap, label and packaging until we have reviewed the issue. We may need photos of the parcel, packing materials and product condition.
Depending on the issue, we may offer:
- A replacement
- A refund
- A partial refund
- A missing item resend
- Another reasonable solution depending on the circumstances
Please do not dispose of damaged goods until we have advised you, as this may affect our ability to resolve the issue.
Missing parcels and delivery issues
If your tracking shows your order has been delivered but you have not received it, please check:
- Safe places around the property
- Reception, concierge or building management if applicable
- Neighbours
- Any delivery photo or GPS information provided by the courier
If you still cannot find the parcel, contact us and we will investigate with the courier.
Please note that once an order has been dispatched, delivery investigations may take time because we may need information from the courier before we can confirm the next step.
Changed your mind?
If you bought from us online and have changed your mind, you may usually cancel your order within 14 days of receiving it.
After telling us you want to cancel, you then have 14 days to return the goods.
To be eligible for a change-of-mind return, the item must be:
- Unused
- Unopened
- In resaleable condition
- In its original packaging where possible
- Safely packed for return shipping
You are responsible for return postage costs unless the item is faulty, damaged, incorrect or we have agreed otherwise.
We recommend using a tracked delivery service when returning goods, as you are responsible for the item until it reaches us.
Products that have been opened or used
Because our products are chemical liquids and car care consumables, opened or used products may not be suitable for resale.
We may refuse or reduce a refund if returned goods have been opened, used, damaged, contaminated, decanted, diluted, altered, or handled beyond what is necessary to inspect them.
This does not affect your rights if the product is faulty.
Faulty products
If you believe a product is faulty, please contact us with your order details and clear photos or videos showing the issue.
We may ask for further information, such as:
- How the product was stored
- How it was used
- Whether it was diluted
- The surface it was used on
- Batch information from the label, if available
If the product is confirmed to be faulty, we will offer an appropriate remedy, which may include a replacement, refund or another reasonable solution.
Product performance and incorrect use
Our products are designed for specific uses and should be used according to the product description, label guidance and any safety information provided.
We cannot usually accept responsibility for issues caused by:
- Incorrect dilution
- Use on unsuitable surfaces
- Allowing product to dry on a surface
- Poor storage
- Mixing with other chemicals
- Use outside the intended purpose
- Failure to follow safety or usage instructions
If you are unsure whether a product is suitable for a surface or task, please contact us before use.
Refunds
Once we receive and inspect a returned item, we will confirm whether a refund has been approved.
Where a refund is due, it will usually be issued to the original payment method.
Refunds may take several working days to appear depending on your bank or payment provider.
For cancelled online orders returned within the required timescales, refunds are normally processed within 14 days of us receiving the goods back, or within 14 days of you providing proof that the goods have been sent back, whichever applies first.
Delivery charges
Where you cancel an eligible online order within the cancellation period, we will refund the standard delivery charge where required.
If you selected a premium or upgraded delivery option, we may only refund the cost of standard delivery.
Return postage costs are normally the customer’s responsibility for change-of-mind returns.
If the return is due to our error, or the item is faulty, damaged or incorrect, we will handle the return postage position fairly based on the issue.
Exchanges
We may offer exchanges at our discretion, depending on stock availability and the condition of the returned item.
If the replacement item costs more than the original item, you may need to pay the difference. If it costs less, we may refund the difference.
Cancelling before dispatch
If you want to cancel an order before it has been dispatched, contact us as quickly as possible.
If the order has not yet been packed or dispatched, we will do our best to cancel it and issue a refund.
If the order has already been dispatched, you may need to follow the returns process once it arrives.
How to request a return or refund
To request help with an order, please contact us using the contact details on our website and include your order number.
Please do not return items without contacting us first. Returns sent without prior contact may take longer to process.
Your statutory rights
Nothing in this policy affects your statutory rights.