Legacy Bodyworks Returns, Refunds and Cancellations Policy

Legacy Bodyworks Ltd | Lawn Farm, Grange Lane, Malmesbury, SN16 0EP | contact@legacybodyworks.co.uk

This policy forms part of our Terms and Conditions. Nothing in it affects your statutory rights as a consumer.

1. Who this policy applies to

Sections 2 to 6 apply to customers buying as consumers (for purposes wholly or mainly outside their trade, business or profession). Section 7 applies to business customers.

2. Cancelling an order

2.1 Distance and off-premises orders. If you buy online, by phone, by email, or any other way without meeting us at our premises, you may cancel within 14 days. For goods, the 14 days run from the day you (or someone you nominate) receive them. For services, they run from the day the contract is made. You do not need to give a reason. To cancel, tell us clearly in writing (email is fine; you can use the model form in Annex A but need not).

2.2 Goods. You must return goods within 14 days of telling us you are cancelling. Unless we say otherwise in writing, you bear the direct cost of returning the goods. Please keep goods unused and in their original packaging where possible, and take reasonable care of them until we receive them. If goods are returned used, damaged or incomplete, we may deduct from your refund an amount reflecting any loss in their value caused by handling beyond what was needed to inspect them. We may withhold the refund until we receive the goods or you provide proof of postage, whichever is earlier.

2.3 Services. If you ask us to start work during the 14-day period, we need your express request to do so. If you then cancel, you will pay for the work done up to the point you told us you were cancelling, in proportion to the full contract price. If we have fully performed the service before the 14 days end, with your express request to start and your acknowledgement that you lose your right to cancel once the service is complete, you can no longer cancel.

2.4 Exceptions. The 14-day right does not apply to:

  • goods or services made to your specification or clearly personalised (including bespoke parts, custom paint colour-matching, custom fabrication and vehicle-specific restoration work);

  • goods that, by their nature, are inseparably mixed with other items once delivered (for example, paint, lacquer or filler once mixed or applied);

  • sealed goods that cannot be returned for health or hygiene reasons once unsealed;

  • contracts for urgent repairs or maintenance you ask us to carry out;

  • work you instruct us to carry out in person at our premises, or a contract made in person at our premises. In these cases we may still agree to a cancellation (see section 3).

2.5 Refunds. If you validly cancel, we will refund all payments for the cancelled goods or services, including standard outbound delivery costs (but not extra cost for any more expensive delivery you chose), within 14 days of receiving the goods back (or proof of return) or, for services, within 14 days of being told you are cancelling. We will refund to your original payment method.

3. Cancelling work or orders outside the statutory right

For made-to-order work, or any order not covered by section 2, cancellation is by agreement. If we agree to cancel, we may deduct from any refund: (a) the cost of work already done and time spent; (b) the cost of any materials, parts or specialist items ordered, used or not returnable; (c) any third-party charges; and (d) a reasonable amount for our loss of the booked slot, which will be a genuine pre-estimate and not a penalty.

4. Faulty, damaged or incorrect goods

4.1 Your rights. Goods must be of satisfactory quality, fit for purpose, and as described. If they are not:

  • Within 30 days of delivery, you may reject them and get a full refund.

  • Within 6 months, you are entitled to a repair or replacement. If that fails or is not possible, you may keep the goods and claim a price reduction, or reject them for a refund (we may make a deduction for use in some cases).

  • After 6 months, you must show that the fault was present at delivery.

4.2 What to do. Please contact us promptly at contact@legacybodyworks.co.uk with your order number, a description, and photos. Please also keep the goods and packaging for inspection. To help us resolve things quickly, we ask that you tell us of transit damage or an incorrect item within 3 days of delivery. This request does not reduce your statutory rights; late reports may simply take longer to investigate.

4.3 Returns for faults. We will pay reasonable return costs for faulty or incorrect goods. We may ask to inspect the goods before confirming a remedy. If we agree that the goods are faulty, we will refund within 14 days of agreeing.

4.4 What is not a fault. Faults do not include: fair wear and tear; damage from misuse, accident, incorrect fitting or storage, or modification by you or a third party; use not in line with our instructions; or defects you were told about before buying.

5. Our services

We will carry out services with reasonable care and skill. If we do not, you may ask us to put things right, or if that is not possible within a reasonable time and without significant inconvenience, you may claim a price reduction up to the full price, depending on the seriousness of the problem. Please tell us as soon as you notice an issue and give us a reasonable opportunity to inspect and, if appropriate, put it right before arranging work elsewhere. If you do not, we may not be liable for the extra cost of a third party doing the work, to the extent the law allows.

We do not offer a separate workmanship guarantee. This does not affect your legal rights.

We are not responsible for pre-existing conditions of a vehicle (including rust, previous repairs, hidden corrosion or defects that only become visible once work starts), or for issues arising from work or parts supplied by others.

6. Deposits, payments and charges

Deposits are part of the price and are treated in accordance with section 3 if you cancel. Refunds are made to the original payment method, and we do not charge a fee for processing them.

7. Business customers

If you buy for business purposes, you are not entitled to the cancellation rights above or the CRA rights. All sales are final, except that: (a) goods that are damaged on delivery or incorrect must be reported to us in writing within 3 days of delivery; and (b) goods or services that do not match our written description or are defective will, at our option, be repaired, replaced or refunded. Our liability to business customers is limited to the price paid for the relevant goods or services, and we are not liable for loss of profit, business or goodwill, or indirect loss. Nothing limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited.

8. Complaints and disputes

Please contact us in the first instance and we will do our best to resolve it. We do not use an ADR (alternative dispute resolution) provider and are not obliged to. You can still bring a claim in the courts of England and Wales.

9. Your legal rights

Nothing in this policy excludes or limits your statutory rights, including under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. For advice on your rights, you can contact Citizens Advice.

Annex A: Model cancellation form

To Legacy Bodyworks Ltd, Lawn Farm, Grange Lane, Malmesbury, SN16 0EP, contact@legacybodyworks.co.uk: I/We hereby give notice that I/We cancel my/our contract for the following goods/services: [details]. Ordered/received on: [date]. Name: [ ]. Address: [ ]. Signature (if on paper): [ ]. Date: [ ].