Refund policy

This policy covers goods bought from CEN-UK LTD as a consumer, online, by phone or in store. If you buy through a CEN trade account, our Trade Returns Policy applies instead. Nothing in this policy affects your statutory rights.

1. CHANGED YOUR MIND? 30-DAY RETURNS

1.1 You can return most items within 30 days of the day you receive them for a refund, even if they are not faulty. This includes your legal 14-day right to cancel an online or phone order under the Consumer Contracts Regulations 2013.

1.2 Let us know you want to return an item within 30 days of delivery, then send it back within 14 days of telling us.

1.3 Please return items complete, with all accessories, manuals and original packaging, and in the condition you received them. You may handle an item as you would in a shop to check it, but if it has been used, fitted or damaged beyond that, we may reduce your refund to reflect the loss in value.

1.4 Sale items and items bought with a discount code are covered in the same way. We refund the amount you actually paid.

2. ITEMS THAT CANNOT BE RETURNED

Unless they are faulty, we cannot accept the return of:

  • sealed audio, video or software that has been unsealed;
  • software, licence or activation codes, digital content, gift cards and vouchers once supplied;
  • items made or personalised to your specification;
  • items that have been fitted to a vehicle or become inseparably mixed with other items after delivery.

3. SPECIAL ORDERS

Special orders are items we do not normally keep in stock and order in from a supplier for you. You can cancel and return a special order within 14 days of delivery under your legal right to cancel, unless it was made or customised to your specification. The extended 30-day period does not apply to special orders.

4. WHAT WE REFUND

4.1 If you cancel within 14 days of delivery, we refund the price you paid for the item and the original standard delivery charge. If you chose a more expensive delivery option, we refund the cost of our standard delivery only.

4.2 For change-of-mind returns made between 15 and 30 days after delivery, we refund the price you paid for the item. Original delivery charges are not refunded.

4.3 You pay the cost of sending items back to us when you change your mind. We recommend a tracked and insured service, as items are your responsibility until they reach us.

4.4 We refund to your original payment method. We aim to refund within 3 to 5 working days of receiving your return, and always within 14 days of receiving the goods back (or proof that you have sent them, if sooner). Your bank may take a few more days to show the credit.

4.5 If you paid with Klarna or another pay-later provider, the refund is made to that provider and your agreement with them is adjusted.

5. FAULTY OR INCORRECT ITEMS

5.1 If an item is faulty, damaged on arrival or not as described, please contact us before sending anything back. We can often help over the phone, for example with setup or installation questions.

5.2 Your rights under the Consumer Rights Act 2015 are:

  • within 30 days of delivery, you can reject a faulty item for a full refund, including the original delivery charge;
  • after 30 days, you can ask for a repair or replacement, and if that is not possible or does not fix the problem, a refund or price reduction;
  • a fault that appears within 6 months of delivery is presumed to have been there at delivery, unless we can show otherwise.

5.3 We will provide a returns label or cover your reasonable cost of returning a faulty or incorrect item.

5.4 Some faults are best handled through the manufacturer's warranty, which is in addition to your legal rights. We will tell you if this applies and help you with it.

5.5 Damage caused by incorrect installation, misuse, accidents, water ingress, unauthorised modification or normal wear and tear is not a fault with the goods.

6. HOW TO RETURN AN ITEM

  1. Request a return from the order in your account, or contact us on 0115 924 0666 or sales@cen.uk with your order number and the reason for the return.
  2. We will confirm your return and send you a returns number by email.
  3. Pack the item securely with all accessories and packaging. Include your order number, name, address and returns number.
  4. Send it to: Returns Department, CEN UK LTD, Unit 25 Technology Drive, Beeston, Nottingham NG9 1LA.

Once your return arrives and has been checked, we will email you to confirm your refund, repair or replacement.

7. ABOUT US

CEN-UK LTD, trading as CEN and CEN Automotive, registered in England and Wales, company number 07254850. Registered office: Unit 25 Technology Drive, Beeston, Nottingham NG9 1LA. Telephone 0115 924 0666, email sales@cen.uk.