Returns

Cancellation Information
At Wing Mirror Man we aim to get your order delivered to you at superhero speeds, but we understand that sometimes requirements can change.

I have ordered the wrong item. Can I simply amend my existing order?
If you have made an error during the order process, it is best to get in touch with our Dedicated Customer Support Team as soon as possible.

We process orders as quickly as possible, this means it is incredibly difficult to amend an order once submitted to our warehouse.

In most cases, when the order status is still "processing" the order can be amended, however, if the order has already been submitted to our warehouse, a return would be required.
I no longer need my order. Can I just cancel?
Yes, of course. As long as your order hasn't gone past the point of dispatch or been customised (such as painting) then our team should have no problem cancelling and refunding your order. (see exemptions below)

Alternatively, we can put your order on hold for a later date, or for customers with a trade account, we can issue a credit against your next order.
What are the requirements and exemptions?
We will always attempt to accommodate customer requirements, especially when it concerns their orders.

There are however several requirements your order must meet for cancellation to be successfully processed.

Cancellation Requirements
 • Cancellation Request must be placed before 3pm on the ordering date.
 • Order must not have progressed past processing stage E.g. Dispatched/Painting/Ordering.
 • Cancellation must not have previously been refused.

And for exemptions, the most significant example would be orders which have been personalised in our paint shop to meet customers' exact colour requirements. Orders which have already been personalised in this way are unable to be cancelled.

A full list of exemptions is listed below
    1. Orders retailed in a wholesale or discounted manner cannot be cancelled once purchased.
    2. All goods imported at the time of purchase cannot be cancelled once purchased such as goods inclusive of overseas lead times or importation charges.
    3. Goods which have undergone a personalisation service such as painting or altering.
What happens after I have cancelled my order? How quickly will I get a refund?
All refunds are processed within a maximum of 30-Days (Including Weekends).

Our aim is for all transactions to be processed and completed within 10 Business Days; however, this cannot always be insured on occasion.

If you prefer to place your order on hold, or have the order turned into a credit note, then please discuss that with our Dedicated Customer Support Team.

Customer Transaction Information & History can be provided if requested, please contact our Dedicated Customer Support Team | [email protected]
Is there a cancellation charge?
We deduct a charge of 6.4% of the order value up to a maximum of £11.25. This cancellation fee is to cover all the costs included in processing the payment and the necessary steps to process the reversal only.

If you would like some further information regarding the method of calculating the charge rate, please feel free to get in touch with us.

For further information regarding our right to charge a cancellation fee, please visit the .GOV website here: www.gov.uk/government/publications/cancelling-goods-or-services-guide-for-consumers/cancelling-goods-or-services
Consumer Rights (Legal Stuff)
1. Your Right to Cancel is only applicable if you are a Consumer and you have purchased goods and/or services via a website managed by Buy It Online Ltd.

2. Where you purchase goods in-store, your Right to Cancel does not apply and is not covered by the consumer contracts (Information, Cancellation and Additional Charges) Regulations 2013.

3. This clause does not apply to any wholesale purchased goods or goods of special-order nature.
   In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel the Contract (subject to clause 4.8 below) for any item bought on a website managed by Buy It Online Ltd for a full refund (Except for wholesale and special-order goods) within 14 days without giving any reason.
   The cancellation period will expire after 14 days from the day on which you receive, or a third party other than that of the delivery partner receives, physical possession of ordered goods.

4. To exercise your right to cancel, follow our online activated return procedure and select “No Longer Required” as the return reason. You are not required, by law, to provide any additional information.

4. 1. If you cancel the contract using your right to cancel, you will be reimbursed for all payments received from you, excluding the cost of delivery where applicable.

4. 2. You will not be reimbursed additional optional charges such as supplementary costs of delivery where the cheapest delivery option was not chosen. This also includes additional optional services such as the paint service provided or on-site installation of goods.

4. 3. The goods must be returned within the cancellation period of 14 days, further information regarding delivery timeframes can be found within the return guide on our website here: https://www.wingmirrorman.co.uk/services/returns

4. 4. The goods must be returned in it's original condition and not be de-valued.

4. 5. A reimbursement will be issued without undue delay, and no later than 30 days from:
 4. 5.1. The date of receipt of the goods.
 4. 5.2. Earlier, if there were no goods supplied.

4. 6. All reimbursements will be made using the original payment method. If this is not applicable a transaction method will be chosen at our discretion.

4. 7. If you are responsible for the costs of return, these costs may be deducted from any reimbursement amount issued. In some cases, these costs may need to be satisfied in the form of an additional payment prior to reimbursement. Further information regarding possible return costs can be found in the return guide on our website here: https://www.wingmirrorman.co.uk/services/returns

4. 8. The right to cancel agreement does not apply to the following kind of contracts:
 1. The supply of wholesale or discounted goods and/or services.
 2. The supply of a personalised service or personalised goods applicable to painted items.
 3. The supply of goods previously known to be faulty, damaged, altered.
 4. The supply of goods which are liable to deteriorate or expire rapidly.
 5. The supply of goods which cannot be returned in their original unused condition.
 6. The supply of goods considered special-order products or goods specifically imported.

Our published cancellation policy is designed to assist customers in understanding their rights and the procedures we follow when cancelling an order placed via a website managed by Buy It Online Ltd.

If for any reason you still require support regarding our cancellation policy or procedures, the below contact information can be used to request additional clarification:

Legal Responsibility & Compliance | [email protected]
How do I cancel an order?
Please complete the below cancellation request form to request cancellation. Once the form has been submitted, it will be reviewed and a response will be issued via email within 24 working hours. If you require any additional support in the meantime, please feel free to contact our Dedicated Customer Support Team.


Return Information
At Wing Mirror Man we understand things go wrong and sometimes items may need to be returned.

This helpful guide should provide you with all the necessary information to organise return of your item easily and successfully.

Our long-standing relationships with our chosen UK delivery partners mean we can offer simple and inexpensive services to assist you in the return of your item.

For further information regarding our delivery partners, you can check out our delivery Information here.

How does the return process work?
All returns must be pre-authorised, this allows us to pre-arrange any remedies prior to the return of the product, it also allows us to monitor, track and provide status updates as your returned item travels through our network.

Once completed and submitted, a dedicated return case handler will provide you with a unique Return Code (RC) and instructions relevant to your return request.

If you placed your order online, you can request the return of an item via your online account. Further instructions below
Do I really need a return code? Can I not just post it to you with a note?
The short answer is yes, you need to request a return and get a Return Code (RC) before sending us the item(s).

In the unlikely event that you have not followed our online return procedure and have returned the item without the pre-authorised Return Code (RC), your returned item may not be handled upon receipt and may be returned to the sender if the item cannot be accurately attributed to an existing order.

To ensure that there is no delay in the process and handling of your returned item, you must ensure that your return request has been pre-authorised and a Return Code (RC) has been issued.

Non-Authorised returned items may still be handled, however, significant delays will be incurred as pre-authorised returned items will take precedence.
What are the conditions of return?
The following conditions must be met when returning an item to us.

If you do not follow these return conditions, the returned item may not be handled and may be returned to sender.

• All items must be returned in their original manufacture packaging.
• All returned items must be in their original retailed original condition, must be res-saleable and must not be devalued.
• A copy of the original Order Confirmation or VAT Invoice must be provided.
• A valid pre-authorised return code must be present within the return.
• The return must be pre-authorised by completion and submission of the product return form.
Are there any associated return costs?
When returning an item, you may need to be aware of associated costs which you may incur throughout the process of returning your item.

You may not incur any of the charges mentioned.

We reserve the right in accordance with Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, to deduct any administrative incurred costs, these costs may include handling charges or administrative charges that have been incurred during the processing of your order, return or any additional administrative responsibility.
What are the return delivery & postage costs?
We have fantastic relationships with our chosen UK Delivery Partners, as such, we offer quick and simple methods of returning your items including the return postage costs. This service is offered at a cost of £3.95

In conjunction with Royal Mail, we offer a tracked return service at the fraction of the cost of usual postage services.

A tracked return label can be produced online easily and can either be printed at home or at your local post office.

To use this service, your return request must be pre-authorised and a Return Code (RC) must have been issued.

For further information regarding the Tracked Return Service offered, you can visit the Royal Mail website here: Track My Return

This service is offered at a cost of £3.95 and would either be deducted from any reimbursement amount issued OR charged at the point of exchange.

In circumstances when an error has been made in the dispatch or delivery of your item, this cost may be covered.

You are able to utilise an alternative service at your cost if required, however, we are not responsible for the costs incurred and cannot be held liable if the returned item is lost or damaged during transit with a delivery partner of your choice.

All original selected delivery-related costs are non-refundable, this includes optional delivery charges at the time of purchase and our standard pre-set delivery option which is free at the point of use.

The standard delivery option is charged at a rate of £2.75 in the event that the cost is not covered within your return.
Does my item need to be in the original packaging?
We are constantly working hard to reduce our waste and the subsequent effect on the local and global environment.

As such, all items are supplied in their original manufacture packaging. The packaging is usually designed and manufactured to suit that specific item, our manufacture packaging is durable and usually included specific unique internal packaging to keep your item safe and secure during transit.

All items must be returned in their original manufacture packaging.

If an item is not returned in its original retailed packaging, charges may be incurred.

The cost to replace an item's packaging is set at the flat rate of £7.95.

This cost is an average of the costs incurred to replace the external and internal packaging of your item in bulk and cannot be negotiated.

As standard a charge for the use of our non-conditional free delivery service will be deducted in circumstances where liability to return lies with the customer, this charge is a flat rate of £2.75 and enables us to continue offering a non-conditional free delivery service at the point of use.
How long do I have to return my items?
We completely understand that sometimes there is not enough time in the day, especially to manage and handle a return.

We provide all customers with 14 days (including Weekends) from the date of receipt of your item to begin a return with us.

This means that you have 14 days from the day the item was delivered, to complete and submit a product return form.

Once a product return form has been completed and submitted and your return has been pre-authorised, you have a further 14 days (including weekends) to complete the physical return of your item.

If you have received a Return Code (RC) and your return has been pre-authorised, you will be required to return the relevant item within 14 days (including weekends) to complete the physical return of the item, if the item is not returned within this time-frame, the return case status will be changed to closed and you will no longer have return pre-authorisation.
What if my item is under warranty?
Warranty returns are excluded from the above return timeframes.
Can I exchange my item?
Our product range and availability are one of the largest and most inclusive in the UK, if you have received an item which is not quite suitable the chances are, we can offer an alternative for a correct repair.

You can request that a returned item is exchanged upon receipt.

All items must be returned prior to an exchange taking place.

You do not need to pre-notify us of the item required, however, if there is a price difference between the product returned, if you have the product code of the item required available, this can be provided.

A return case handler will usually contact you by the contact number provided within your order to complete the exchange, this includes verifying the order details, confirming the alternative product required and processing any additional payment amount required.

If there is a price difference between the product returned and the alternative exchanged product requested, payment will need to be completed before the exchange is completed.

You may also be responsible for additional packaging costs or postage costs which would have been outlined in the return case.
Will I get a refund or credit note?
In the unfortunate event that an alternative product is not available or if you no longer require the item, a reimbursement can be requested.

All reimbursements are processed upon receipt and review of the returned item.

Once the returned item has been received and physically processed by a return case handler, an “instruction” is flagged to our payment processing team with the relevant information required to process a reimbursement.

All reimbursements are processed as reversals back to the original payment method, we do not store customer payment information, therefore the reimbursement can only be processed back to the original payment method.

After the instruction has been placed with our payment processing team, all transactions will be processed within 10 business days.

For further information regarding the payment information we store or for additional information regarding a pending transaction you can contact Customer Accounts Department | [email protected]

Account Credit

We can offer account credit for customers with rolling credit accounts.

Upon return of the item, the item will be reviewed and processed by a return case handler.

A credit note is generated against the original invoice inclusive of any deductions and supplied to you.

All credit notes are valid for 12 months from the date of issue.
Can I return a personalised or painted item?
We cannot accept return of personalised goods that are no longer required or have been incorrectly purchased and may not be suitable for the vehicle.

This includes the optional paint service we offer on the majority of our items.

This is in full accordance with Sale of Goods and Services Statute which can be viewed in full here: https://www.gov.uk/accepting-returns-and-giving-refunds

We may grant return authorisation if an error has been made during the completion of the paint service, if an item has been incorrectly supplied or retailed, the item has sustained damage in transit, or the item is considered electrically faulty, however, an exchange would only be offered for products in circumstances where an alternative product is available.
My item was a special order. Can I return it?
We cannot accept return of special order components specifically imported at customer request.

All special order components are non-stocked and do include an import lead time before satisfaction, special order components are sourced directly from the manufacturer and can therefore not be returned once purchased.

This is in full accordance with Sale of Goods and Services Statute which can be viewed in full here: https://www.gov.uk/accepting-returns-and-giving-refunds

We may grant return authorisation if an error has been made during the completion of the paint service, if an item has been incorrectly supplied or retailed, the item has sustained damage in transit or the item is considered electrically faulty, however, an exchange would only be offered for products in circumstances where an alternative product is available.
My item has an electrical fault. Does it have a 12-month warranty?
In the unlikely event that an electrical item supplied displays an electrical fault during or within 12 months of installation, your item is covered under the warranty agreement provided by the product manufacturers.

For further information regarding our Warranty Agreement and how to place a warranty claim, visit our website here.
What about third-party charges?
We are not responsible for any costs incurred which may be related to the supply of goods once received.

For further information regarding our responsibility as a distance selling online retailer in the UK, you can visit our Terms & Conditions here.

For further information regarding our liability involving goods considered faulty, please see the warranty agreement provided with your purchase here.
Consumer Rights (Legal Stuff)
In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your contract, subject to eligibility to all clauses, for any item purchased via our website within 14 days in exchange for a full reimbursement.

The above return policy and procedure information does not affect this statutory right.

For further information regarding your Right to Cancel, please visit our Terms and Conditions here.
How do I request a return?
If you placed your order online, then you can cancel or return items via your online account.

Please follow these steps:
1) Make sure you are logged in
2) Go to your My Account Page
3) Click 'Return my order'
4) Follow the instructions on screen

To contact the Customer Accounts Team, please see the contact info below:
Customer Accounts Department (Payment Processing) | [email protected]
Customer Accounts Department (Payment Processing) | [email protected]

To contact the Customer Support Team, please see the contact info below:
Customer Support Team | 0161 763 0800 | [email protected]