Returns & Exchanges

1. Overview

This online store is operated by MYDE TECH LTD, a private limited company incorporated in England and Wales (Company Number 17451868), with its registered office at Unit A, 82 James Carter Road, Mildenhall, Bury St Edmunds, United Kingdom, IP28 7DE. In this policy “we”, “us” and “our” mean MYDE TECH LTD, and “you” means the consumer placing the order.

This page explains how to cancel an order, how to return an item, how to exchange it and how to obtain a refund. It supplements our Refund and Returns Policy and our Privacy Policy. All three documents are drafted to comply with the EU Consumer Rights Directive (2011/83/EU), the Sale of Goods Directive (EU) 2019/771, the UK Consumer Contracts Regulations 2013 and the UK Consumer Rights Act 2015.

We sell and deliver to customers in the European Union, the European Economic Area, the United Kingdom and Switzerland only.

2. At a glance

3. How to return an item — step by step

1. Tell us within the returns window. Email [email protected] with your order number, the SKU or item name, the reason for the return, and photographs if the item arrived damaged or faulty. You may also use the model withdrawal form below.
2. Wait for your return authorisation. We reply within two business days with a return authorisation number (RMA) and the exact return address. Please do not send anything back before you receive it — unauthorised parcels may be refused.
3. Pack the goods safely. Use the original packaging where possible, include all accessories, manuals and free gifts, and place a note with your order number and RMA inside the parcel.
4. Label the parcel correctly. Write RETURNED GOODS — RMA [your number] clearly on the customs declaration and on the outside of the box. This is important for parcels travelling from the EU to the United Kingdom.
5. Send it back with tracking. Use a tracked or signed-for service and keep the receipt and tracking number until your refund is complete. The goods remain your responsibility in transit until they reach us.
6. We inspect and refund. Once the parcel arrives we inspect it and confirm approval or rejection by email. Approved refunds are processed within 14 days.

4. Return conditions

To be accepted for return, goods must be:

• unused and not fitted to a vehicle or engine;
• unaltered, undamaged and free from installation marks, grease, oil or coolant residue;
• complete, with all original packaging, labels, seals, brackets, fittings, manuals and accessories;
• accompanied by proof of purchase (order number) and the RMA number.

You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. We recommend checking part numbers against your existing component before ordering, as fitting errors are the most common reason for returns.

5. Where to send your return

Send authorised returns only to the address below — never to the manufacturer or to a distributor:

Returns Department — RMA
MYDE TECH LTD
Unit A, 82 James Carter Road
Mildenhall, Bury St Edmunds
IP28 7DE, United Kingdom

We do not operate a drop-off point. If you return goods to any other address, we cannot guarantee that they will reach us or that a refund can be issued.

6. Who pays for return shipping

• Change of mind, or you ordered the wrong part: you bear the direct cost of returning the goods. The delivery charge you paid is refunded where you withdraw within the statutory 14-day period, as explained in section 12.
• Faulty, damaged in transit, or an item we sent in error: we bear the return cost. We will either send you a prepaid return label or reimburse your reasonable, standard postage costs on production of a receipt, and we refund your original delivery charge in full.

If you use a more expensive service than our standard tracked return, we will reimburse only the equivalent standard cost.

7. Refunds

Refunds are issued to the original payment method used at checkout, in the same currency (euro). We may withhold a refund until we have received the goods back or you have supplied evidence that you have sent them back, whichever is earlier.

Approved refunds are completed within 14 days. Your bank or card issuer may need up to a further 5 business days to post the credit. We do not charge any restocking or administration fee.

8. Exchanges and replacements

We replace goods without charge where they are defective, damaged in transit or not the item you ordered. If you simply prefer a different part, or a different size or specification, please return the original item for a refund and place a new order — this is normally faster than a swap and lets you keep track of both orders.

Made-to-order and customised components cannot be exchanged unless they are faulty.

9. Damaged, defective or incorrect items

Please inspect your delivery as soon as it arrives. Report any damage, shortage or wrong item within 48 hours of delivery, with photographs of the goods and of the outer packaging. Report a latent defect within two months of discovering it. We will arrange a replacement, a repair or a full refund, at your choice, and we cover all shipping costs in these cases.

10. Legal guarantee of conformity

Under the Sale of Goods Directive (EU) 2019/771, goods must be as described, fit for purpose and of satisfactory quality. As the seller we are liable for any lack of conformity that becomes apparent within 2 years from delivery (this period is 3 years in several Member States where national law extends it — for example Ireland, and 10 years for certain national implementations). Your remedy is, in order of priority, repair or replacement, then a price reduction, and finally termination of the contract with a full refund where repair or replacement is impossible or disproportionate.

Under the UK Consumer Rights Act 2015 you have a 30-day short-term right to reject faulty goods for a full refund, followed by a right to repair or replacement, and then a final right to reject. These rights are additional to our voluntary 30-day returns window and cannot be excluded.

11. Items that cannot be returned

• Made-to-order and customised components (for example parts manufactured to your specification, modified items and personalised fittings).
• Goods that have been fitted, used, installed, painted, drilled or otherwise altered.
• Goods returned without their original packaging, accessories or documentation.
• Hygiene-sealed products once the seal has been broken.
• Gift cards and downloadable or digital products once supplied.
• Sealed consumables and fluids (including oils, lubricants and coolants) once the seal has been broken.

This does not affect your statutory rights where goods are faulty, damaged or not as described.

12. Your statutory right of withdrawal — EU/EEA and UK

You have the right to withdraw from the contract within 14 days without giving any reason. The withdrawal period runs from the day on which you, or a third party nominated by you (other than the carrier), take physical possession of the goods. Where an order is delivered in several lots, the period runs from the day you receive the last item.

To exercise this right you must inform us of your decision by a clear statement — by email to [email protected], or by using the model form below. You may use the form but it is not obligatory.

You must send the goods back, or hand them over to us, within 14 days of telling us that you are withdrawing. We will reimburse every payment we received from you, including the standard delivery charge of €12, without undue delay and in any event within 14 days of the day you informed us of your decision. If you chose a delivery option more expensive than our standard flat-rate service, only the standard charge is refunded. We bear no fee for the reimbursement.

If you are a consumer resident in the United Kingdom, equivalent rights are conferred by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: MYDE TECH LTD, Unit A, 82 James Carter Road, Mildenhall, Bury St Edmunds, IP28 7DE, United Kingdom. Email: [email protected]

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:

Ordered on (*) / received on (*):

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

(*) Delete as appropriate.

13. Returning goods from the EU to the United Kingdom

Our returns address is in the United Kingdom. If you are returning goods from an EU Member State, the parcel is an export from the EU and an import into the UK. To avoid customs charges being raised against you:

• mark the customs declaration clearly as RETURNED GOODS — RMA [your number] and state that the goods are being returned for refund or replacement;
• declare the original commercial value — do not enter a nominal value;
• include a copy of your invoice or order confirmation inside the parcel.

Where a return is due to a defect, an error on our part or your statutory right of withdrawal, we reimburse any import duty or VAT we are able to evidence that you have paid on the returned parcel, on production of the customs receipt. Where you simply change your mind, you remain responsible for any duties, taxes and handling charges applied by the carrier or authority.

14. Delivery & Shipping Charges

Orders are dispatched from our warehouse to addresses within the European Union, the European Economic Area, the United Kingdom and Switzerland. A flat delivery charge of €12 applies to every order, regardless of order value or destination within our delivery area.

We do not deliver outside that area, and we are unable to ship to destinations subject to international trade sanctions or export restrictions. Once your parcel has been handed to the carrier you will receive a tracking reference by email where the carrier provides one.

15. Contact us

Questions about returns, exchanges or refunds? Email [email protected] and we will normally reply within two business days. For data protection questions, please see our Privacy Policy.