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Refund policy

At Just Car Care, we believe that every customer should be delighted with their purchase. If something isn’t quite right with your order, we’re here to help with advice, replacement items or returns


Changed Your Mind?

 

If you’ve changed your mind, you have the right to cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations.

If you wish to cancel your order before despatch, please notify us as soon as possible by email to detailing@justcarcare.co.uk or by calling 0191 543 7234, quoting your order number starting with prefix ‘JCC:’.

If you wish to cancel your order after it has been received, please send us an email to detailing@justcarcare.co.uk 

Once your request is received, we’ll follow up with full instructions for returning your item(s). 

Please do not return your items without first speaking to us. Depending on the item or nature of the return, the item may need to be returned to a different address or direct to a manufacturer, our process is designed to allow us to process your return or exchange efficiently. 

In the event an item is returned without first contacting us, this may in some cases delay the process, however this does not affect your statutory rights. 

After notifying us of your cancellation, return or exchange, you have a further 14 days to return the goods.



Return Conditions

 

To qualify for a refund:

  • Items should be returned unused and in the same condition as received.

  • Products should be returned in their original packaging with all accessories, manuals and components included where applicable.

  • You may inspect the goods upon delivery as you would in a shop. However, if they have been handled more than is necessary to establish their nature, characteristics or function and have resulted in any damage or degradation, we may make a deduction from your refund to reflect any reduction in the value of the goods.



Return Shipping

 

To help keep our prices as competitive as possible, we do not currently offer free returns for unwanted items.

Unless the goods are faulty, damaged, not as described or supplied incorrectly, you will be responsible for the cost of returning your order.

We strongly recommend using a tracked delivery service and retaining proof of postage, particularly for items valued over £25, as we cannot guarantee or be held liable for the returned goods whilst they are in return transit.

Our return address (unless otherwise instructed):

Just Car Care Ltd
20 Harvey Close 
Crowther Industrial Estate
Washington
Tyne & Wear
NE38 0AB
United Kingdom



Damaged, Faulty or Incorrect Items

 

We take great care when packing every order, but if your parcel arrives damaged, faulty or incorrect, we’re here to put things right.

Please contact us as soon as possible and, where possible, provide photographs of:

  • The outer packaging

  • The courier label

  • Any internal packaging

  • The damaged product(s)

These images help us process your return or exchange quickly and allow us to resolve your issue as fast as possible.

Please do not dispose of damaged items until you have contacted us in case we require further images or information relating to the damages.

Where an item is confirmed to be faulty, damaged or incorrectly supplied, we will arrange an appropriate replacement, repair or refund in line with your statutory rights. 

Where an item is not deemed to be faulty, it will be returned back to you and delivery charges may apply.

In some cases we will give you the option of either a replacement or a refund depending on the item. 

In the event that an item has become out of stock, we may provide a refund without replacement if the item is not expected to be restocked in what we deem to be a reasonable time period.  



Refunds

 

Once your returned goods have been received and inspected, we’ll email you to confirm that we’ve received your return and let you know the outcome of your return, replacement or refund the same working day where possible.

If approved, your refund will be processed back to your original payment method.

Refunds are normally processed within 2–5 working days, although your bank or card provider may take a little longer for the funds to appear in your account.

Where applicable, we’ll also refund the delivery charge paid on your original order. We cannot currently refund delivery charges for unwanted items and this cost must be covered by you. 

If a promotional item has been received in your order, when wishing to cancel your order / return for a refund, these items must also be returned. This may include free products, gifts or air fresheners. If not returned, the promotional item price may be deducted from any outstanding refund. 



Late or Missing Refunds

 

If you’ve received confirmation that your refund has been processed but it hasn’t yet appeared within 2-5 working days: 

  • Check your bank account

  • Contact your card provider, as refunds can sometimes take several working days to appear.

  • Contact your bank, as they may still be processing the transaction.

If you’ve done all of the above and your refund still hasn’t arrived, please contact us at detailing@justcarcare.co.uk and we’ll be happy to look into this further.



Exchanges

 

Looking to swap out for a different item?

Send us an email to detailing@justcarcare.co.uk and we’ll be happy to arrange an exchange, subject to stock availability.

To help keep our prices as competitive as possible, we do not currently offer free returns for unwanted item exchanges. 

We recommend using a tracked delivery service and retaining proof of postage, particularly for items valued over £25.



Gifts

 

If your order was purchased as a genuine gift and shipped directly to you, we’ll be happy to discuss the most appropriate refund or exchange option.



Exceptions

 

The following items cannot be returned unless they are faulty:

  • Gift cards cannot be returned for cash value or exchanged for a different purpose.

  • Products made to your specification or personalised for you, e.g. Number Plates.

  • Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed (where applicable).



Your Statutory Rights

 

Nothing in this Returns & Refunds Policy affects your statutory rights under UK consumer law.

If goods are faulty, damaged, not as described or unfit for purpose, you have additional rights under the Consumer Rights Act 2015. These rights apply regardless of anything contained within this policy.



Need Help?

 

If you have any questions about returning an item, our team is always happy to help.

Email: detailing@justcarcare.co.uk

We aim to respond to all returns enquiries as quickly as possible and will guide you through the process with instructions to help resolve your enquiry as efficiently as possible.


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