Last updated: 27 September 2026

This Refund & Returns Policy explains how returns, cancellations, refunds and warranty-related financial remedies are handled by Remanx Ltd ("Remanx", "we", "us" or "our").

Remanx Ltd
Company number: 14974299
Unit 12, Northpoint Business Estate, Enterprise Close,
Medway City Estate, Rochester, Kent, ME2 4LX, United Kingdom
Telephone: 01227 314773

This policy should be read together with our Terms of Service, Shipping Policy, Warranty Policy and the product or service information shown at the time of order.

Nothing in this policy excludes, restricts or replaces any statutory rights or remedies that cannot lawfully be excluded. Consumer statutory rights apply independently of any additional return period or commercial warranty offered by Remanx.

1. Different types of return or refund

The rules that apply depend on why you are returning or cancelling an order. A return may involve:

• a voluntary Remanx 30-day return of an eligible exchange or replacement unit;
• a statutory cancellation of an online or other distance purchase;
• rejection of faulty, misdescribed or non-conforming goods;
• a remedy for a repair or other service that has not been performed with reasonable care and skill;
• a claim under a Remanx commercial warranty; or
• a return agreed with a Business Customer under separate trade terms.

These are different rights and should not be treated as the same thing. The conditions of our voluntary return policy do not reduce any statutory rights that apply independently.

2. Remanx 30-day return policy for eligible exchange and replacement units

In addition to any statutory rights, Remanx offers a voluntary 30-day return period on eligible exchange or replacement units unless the relevant product, quotation or order clearly states otherwise.

You should contact us within 30 days of receiving the unit if you wish to use this voluntary return policy.

For a return made under this additional voluntary policy, rather than because the goods are faulty or because you are exercising a statutory cancellation right, the unit must normally:

• be unused and unfitted;
• be in substantially the same condition as when supplied;
• include any accessories or items supplied with it;
• be securely packaged for return; and
• not have been damaged, modified, opened or incorrectly installed.

Original packaging should be used where reasonably available, but lack of original packaging does not remove any statutory right that applies independently.

This voluntary 30-day policy is an additional Remanx benefit. Conditions such as "unused" or "unfitted" do not override a Consumer's separate rights in relation to faulty goods or any applicable statutory distance-selling cancellation right.

3. Programmed, coded or personalised units

Some exchange or replacement units are specifically programmed, coded, configured or otherwise prepared for an individual customer or vehicle.

Goods that are genuinely made to a Consumer's specifications or clearly personalised may be excluded from the statutory change-of-mind cancellation right for distance sales.

We do not treat every programmed or exchange unit as automatically exempt. The exception will only be relied upon where the particular goods have genuinely been made to your specifications or clearly personalised within the meaning of applicable law.

Personalised or programmed items may also be excluded from the voluntary 30-day return policy where this is made clear before purchase.

This does not affect rights where personalised goods are faulty, misdescribed or otherwise fail to conform to the contract.

4. Consumer cancellation rights for goods bought online, by telephone or at a distance

If you are a Consumer and you purchase qualifying goods online, by telephone or through another distance contract, you normally have a statutory right to cancel without giving a reason.

The normal cancellation period ends 14 days after the day on which you, or a person you nominate, receives the goods.

If you cancel within that period, you normally have a further 14 days to send the goods back, unless we have agreed to collect them.

To cancel, you must make a clear statement that you wish to cancel. You can do this through our Contact page, by telephone, or by using the model cancellation form contained in our Terms of Service. You do not have to use the model form.

Handling goods during the cancellation period

You may examine goods to establish their nature, characteristics and functioning in a similar way to what would reasonably be permitted in a shop.

If handling goes beyond what is reasonably necessary and reduces the value of the goods, we may make a deduction from the refund where the law permits us to do so.

Fitting, programming, damaging or materially using an automotive electronic unit may in some circumstances go beyond the handling reasonably necessary to inspect it. This does not create an automatic blanket ban on cancellation; any deduction will depend on the circumstances and applicable law.

Return costs for change-of-mind cancellations

Unless Remanx has agreed to collect the goods or pay the return cost, the Consumer is normally responsible for the direct cost of returning goods following a change-of-mind distance cancellation where the law permits and the required information was provided.

We recommend using a tracked service and packaging the unit appropriately. Our Shipping Policy contains packaging guidance.

Original delivery charge

Where required by law, a valid statutory distance cancellation includes a refund of the cost of the least expensive standard delivery method we offered.

If you chose a more expensive or enhanced delivery service, we are not required to refund the additional amount above the cost of our standard delivery service.

5. Cancellation of repair and other service contracts

If you are a Consumer and enter into a qualifying repair or other service contract online, by telephone or at a distance, the normal statutory cancellation period ends 14 days after the day on which the service contract is entered into.

Starting a repair during the 14-day cancellation period

Because Remanx normally aims to begin and complete repairs quickly, you may expressly request that we begin the service before the 14-day cancellation period has ended.

If you make a valid request for us to start during that period and then cancel before the service is fully completed, you must pay a reasonable proportionate amount for the service supplied up to the time you cancel, in accordance with applicable law.

If:

• you expressly requested that we begin the service during the cancellation period; and
• you acknowledged before performance began that you would lose the statutory cancellation right once the service had been fully performed,

then the statutory change-of-mind cancellation right in respect of that service ends once the service has been fully performed.

This means a completed repair is not automatically refundable simply because the Consumer changes their mind within 14 days where the required early-start request and acknowledgement were correctly obtained.

This section concerns change-of-mind cancellation only. It does not reduce your rights if the repair itself has not been carried out with reasonable care and skill.

6. Faulty, damaged, misdescribed or incorrect goods

If goods supplied by Remanx are faulty, not as described, not fit for a particular purpose made known to us where the law requires that standard, or otherwise fail to conform to the contract, Consumers have statutory remedies under the Consumer Rights Act 2015.

Depending on the circumstances, these rights can include:

• the short-term right to reject qualifying non-conforming goods;
• repair or replacement;
• a price reduction; or
• the final right to reject and receive a refund.

First 30 days

For qualifying faulty goods, the Consumer Rights Act 2015 normally provides a 30-day short-term right to reject, beginning in accordance with the statutory rules.

If you ask for or agree to a repair or replacement during that period, the operation of the 30-day period is affected in the way provided by law.

After the short-term rejection period

Where the short-term right to reject no longer applies, the normal statutory remedy may be repair or replacement before a price reduction or final rejection becomes available, depending on the circumstances.

Where goods have already undergone a statutory repair or replacement and still fail to conform, or where repair or replacement is impossible or is not provided within a reasonable time and without significant inconvenience, further statutory remedies may become available.

We will not require a Consumer to surrender statutory rights merely because a product also carries a Remanx commercial warranty.

7. Incorrect installation, misuse and customer-caused damage

We strongly recommend appropriate professional installation where specialist knowledge, coding, calibration or diagnosis is required.

If a unit is damaged by incorrect installation, reverse polarity, an external vehicle fault, physical damage, misuse, unauthorised modification or another cause for which Remanx is not responsible, that damage is not treated as a defect in goods supplied by Remanx merely because it occurred after purchase.

For a voluntary change-of-mind return, we may refuse the return or reduce the amount refunded where the unit has been materially damaged or altered outside the conditions of that voluntary policy.

For a statutory claim, we may inspect the unit to establish the nature and cause of the reported problem. A customer-caused issue does not remove statutory rights in relation to a separate defect for which Remanx remains responsible.

8. Goods damaged in delivery or the wrong item supplied

Please contact us as soon as reasonably possible if:

• the parcel arrives visibly damaged;
• the supplied item is damaged;
• you receive the wrong item; or
• items are missing from the order.

For transit damage, please retain the outer box, internal packaging and the unit and take clear photographs where possible. This helps us investigate the shipment with the carrier.

Carrier investigations and cover are explained in our Shipping Policy. Nothing in that policy removes responsibility Remanx has under applicable consumer law for goods where risk remained with Remanx during delivery.

9. Repair services that do not meet statutory standards

Where you are a Consumer, Remanx is required to perform services with reasonable care and skill.

If a repair or other service does not conform to the contract, statutory remedies may include:

• repeat performance – carrying out the service again to the extent necessary to bring it into conformity with the contract, within a reasonable time and without significant inconvenience; or
• an appropriate price reduction – where repeat performance is impossible or is not provided within a reasonable time and without significant inconvenience.

A statutory price reduction can, where appropriate, be up to the full price.

These statutory remedies are separate from the additional Remanx commercial warranty.

10. Remanx commercial warranty claims

Many Remanx repairs, exchange units and replacement units include an additional commercial warranty. Commercial warranty claims are governed by our Warranty Policy and any product-specific warranty information supplied at the time of purchase.

The Remanx Lifetime Warranty is primarily lifetime repair support for covered faults. It is not an unlimited lifetime money-back guarantee or an unlimited entitlement to free replacement units.

Where a covered warranty failure occurs, Remanx will normally first assess whether the unit can be reliably repaired. Depending on the applicable warranty and circumstances, we may repair the unit, provide an appropriate exchange or replacement solution, or provide a financial remedy where the applicable Warranty Policy provides for one.

Lifetime repair-service financial remedies

Under the current Lifetime Warranty framework for qualifying repair services, if a covered unit becomes beyond reliable repair and no suitable warranty remedy can be provided:

• up to the first anniversary of dispatch, the maximum commercial-warranty refund can be up to 100% of the eligible original repair charge;
• between the first and third anniversaries, that maximum reduces gradually and proportionately from 100% to 0%; and
• from the third anniversary onwards, there is no automatic monetary refund under the additional Lifetime Warranty, although Lifetime assessment and repair support continues for covered faults where reliable repair remains reasonably possible.

Lifetime exchange-unit financial remedies

Under the current Lifetime Warranty framework for qualifying complete exchange units:

• during the first 24 months, Remanx will normally repair or replace a confirmed covered failure and, where neither can reasonably be provided, a commercial-warranty refund may be available up to the eligible original exchange price;
• between the second and fifth anniversaries, Lifetime repair support continues and the maximum commercial-warranty refund, where no suitable repair or replacement can reasonably be provided, reduces gradually and proportionately from 100% to 0%; and
• from the fifth anniversary onwards, Lifetime assessment and repair support continues for covered faults where reliable repair remains reasonably possible, but there is no automatic entitlement to a monetary refund or free replacement unit under the commercial warranty.

2-Year Warranty financial remedies

For qualifying repair services carrying a 2-Year Warranty, the current commercial-warranty framework provides a maximum refund of up to 100% during the first 12 months where a covered failure becomes beyond reliable repair and no suitable remedy can be provided, reducing gradually and proportionately to 0% at the second anniversary.

For a qualifying complete exchange unit carrying a 2-Year Warranty, Remanx will normally repair or replace a confirmed covered failure throughout the warranty period. If neither remedy can reasonably be provided, the commercial-warranty refund may be up to the eligible original exchange price during that warranty period.

The full Warranty Policy, including warranty eligibility, exclusions, remedy calculations and product-specific scope, takes precedence over this summary if a difference arises.

Commercial-warranty refund schedules do not reduce or replace any statutory remedy available independently under law.

11. Warranty inspection and no-fault-found returns

You do not need to prove the cause of a suspected covered fault before asking Remanx to inspect a unit under warranty.

If a unit is returned under a genuine warranty claim and testing does not reproduce the reported fault, no normal testing fee is charged merely because the warranty return passes testing or the reported fault cannot be confirmed.

Where the same unit is repeatedly returned for substantially the same unconfirmed complaint after previous no-fault-found assessments, we may request additional diagnostic evidence or agree a reasonable testing or handling charge in advance. We will not apply such a charge retrospectively without agreement.

Non-warranty diagnostic or no-fault-found services may be subject to a separately disclosed testing fee where that fee formed part of the service terms.

12. Shipping costs for faulty goods and warranty claims

Statutory faulty-goods returns

Where a Consumer lawfully rejects faulty goods under the Consumer Rights Act 2015, Remanx will bear the reasonable costs of returning those goods as required by law, other than costs the law permits to remain with the Consumer.

Commercial warranty claims

For a suspected warranty claim within the United Kingdom, Remanx will normally offer its standard collection service and pay standard return delivery after assessment, including where the reported fault cannot be confirmed, in accordance with our Warranty Policy.

Standard warranty carriage is subject to the carrier service and cover described in our Shipping Policy. A customer who requires enhanced transit cover may arrange suitably insured carriage or purchase an available enhanced-cover option where offered.

Change-of-mind returns

Return shipping for a voluntary or statutory change-of-mind return is treated separately and is normally the customer's responsibility where permitted by law and where we have not agreed otherwise.

13. Third-party labour, ancillary costs and separate losses

Our voluntary return policy and additional commercial warranty do not automatically reimburse separate or third-party costs such as:

• vehicle diagnosis or third-party testing;
• removal or refitting labour;
• coding, programming, calibration or adaptation performed elsewhere;
• vehicle recovery, transportation, storage or parking;
• vehicle hire, taxis, public transport or other alternative transport;
• travel or accommodation;
• loss of use, inconvenience or time spent dealing with the vehicle;
• loss of earnings, business interruption, profit, revenue or opportunity;
• replacement parts or units purchased elsewhere without prior agreement from Remanx;
• insurance excesses, diagnostic subscriptions or specialist equipment costs; or
• charges, penalties, compensation or other amounts imposed by a garage, dealer or other third party.

Customers should, where reasonably practicable, give Remanx a reasonable opportunity to investigate and resolve a suspected issue before incurring substantial third-party costs which they intend to seek from Remanx. This does not apply where urgent action is reasonably necessary for safety or to prevent material further damage.

Customers must take reasonable steps to minimise avoidable loss and expense. Unless Remanx expressly agrees otherwise in writing, acceptance of a return, warranty claim or complaint does not authorise third-party expenditure.

A refund, cancellation payment, price reduction, credit, voluntary refund or commercial-warranty payment relates to the purchase price or other eligible amount described in this policy. Such a payment does not automatically include reimbursement of separate expenses or third-party losses.

Issuing a refund, credit, replacement, contribution or goodwill payment does not by itself constitute an admission of negligence, breach of contract or liability for any separate expense or loss.

These limitations describe the scope of our voluntary return policy and commercial warranty. They do not exclude liability or any right to recover losses where applicable law independently requires Remanx to bear them.

14. Exchange units, original cores and returns

Some exchange products require the customer's original or core unit to be returned to Remanx.

If you are considering cancelling or returning an exchange unit after you have already sent your original/core unit to us, please contact us before sending the supplied unit back. The original unit may already have entered our exchange, assessment or remanufacturing process.

We will explain the options available based on the stage of the transaction, the condition and availability of the original unit, and the legal right being exercised.

A core-return requirement, core charge or warranty-activation condition does not remove any statutory right that applies independently.

Where a refund is due, any separately accounted refundable core payment or credit will be handled in accordance with the terms of the relevant exchange product and the circumstances of the return.

15. How to start a return, cancellation or refund request

Please use our Contact page or telephone 01227 314773 and provide, where available:

• your Remanx order or job reference;
• your name and contact details;
• the product or unit being returned;
• the reason for the return or cancellation;
• vehicle registration, VIN or part number where relevant;
• details of the reported fault where applicable; and
• photographs where there is visible damage.

Contacting us before sending a unit helps us identify the return, select the appropriate shipping route and avoid delays.

Where you are exercising a statutory cancellation or rejection right, failure to obtain a Remanx return-authorisation number does not by itself remove that legal right, provided you have validly exercised it and comply with the applicable return requirements.

Unless we arrange collection or give you a different return address, returns should be sent to:

Remanx Ltd
Unit 12, Northpoint Business Estate, Enterprise Close,
Medway City Estate, Rochester, Kent, ME2 4LX, United Kingdom

Please package all returned units securely and retain proof of postage or collection.

16. Inspection of returned items

We may reasonably inspect and test a returned unit to:

• confirm its identity;
• confirm the reported fault where relevant;
• assess its condition;
• determine whether damage was caused by installation, misuse, an external vehicle fault or another excluded cause; and
• determine the appropriate return, statutory or warranty remedy.

Inspection will not be used to delay a refund beyond a statutory deadline where entitlement to the refund has already been established.

17. Refund amounts and deductions

The amount refunded depends on the legal or contractual basis for the refund.

Possible lawful deductions or exclusions can include:

• diminished value caused by handling beyond what is reasonably necessary in a qualifying distance-sale cancellation;
• the additional cost of an enhanced delivery service above our least expensive standard delivery option where the law permits;
• a proportionate amount for a service already supplied after a valid request to begin work during the cancellation period;
• amounts outside the eligible commercial-warranty price, such as charges expressly excluded by the Warranty Policy; or
• damage caused by the customer where that damage is relevant to a voluntary return or is not a defect for which Remanx is responsible.

We will not impose an arbitrary restocking or administration fee on a Consumer exercising a statutory refund right where such a fee is not permitted by law.

18. When refunds are made

Distance-sale cancellation of goods

Where a Consumer validly cancels a qualifying distance sale and Remanx is not collecting the goods, we will provide the refund within the period required by law, normally no later than 14 days after we receive the goods back or, if earlier where applicable, after you provide evidence that the goods have been sent back.

Statutory rejection of faulty goods

Where a Consumer is entitled to a refund following a statutory rejection of faulty goods, the refund will be made without undue delay and within the statutory period after entitlement has been agreed.

Statutory price reduction for services

Where a Consumer is entitled to a refund as part of a statutory price reduction for a service, the refund will be made without undue delay and within the period required by law.

Voluntary returns and commercial-warranty refunds

Where a refund is provided under our voluntary return policy or commercial warranty rather than a statutory refund right, we aim to process the refund promptly after the return has been received, inspected and approved. We normally aim to process approved refunds within 10 business days.

After we issue a refund, your bank or payment provider may require additional time to make the funds visible in your account.

19. Refund method

Where required by law, refunds are made using the same payment method used for the original transaction unless you expressly agree otherwise.

Where an order was paid by a garage, trade intermediary or another person, any monetary refund is normally made to the original contracting purchaser and, where practicable, to the original payment method.

We will not make duplicate refunds or other monetary remedies for the same loss or transaction. Any refund, replacement, credit, contribution, insurance payment or other monetary remedy already provided in respect of the same loss may be taken into account when determining any further amount due, subject to applicable law.

20. Business Customers

Statutory Consumer cancellation rights do not apply to purchases made wholly or mainly for business purposes.

However, unless a product, quotation or trade agreement states otherwise, eligible exchange or replacement units may still benefit from the voluntary Remanx 30-day return policy described above, subject to its conditions.

Faulty-goods, warranty and other rights for Business Customers are governed by the applicable contract, these policies and relevant law.

21. Orders cancelled by Remanx

If we cannot accept or fulfil an order after payment has been taken, we will refund the amount paid for the goods or services we cannot supply unless an alternative solution is agreed with you.

If only part of an order cannot be supplied, we may fulfil the remainder and refund the unavailable part where appropriate.

22. Changes to this policy

We may update this Refund & Returns Policy from time to time to reflect changes to our services, policies or applicable law.

The rights applying to a particular transaction are determined by the contract, applicable law and the policies or product-specific terms that formed part of that transaction. Publishing a later version of this policy does not retrospectively remove an existing statutory or contractual right.

23. Contact us

For a return, cancellation, refund or warranty query, please use our Contact page or telephone 01227 314773.

For warranty-specific information, please read our Warranty Policy.

For packaging, collection, delivery and transit-cover information, please read our Shipping Policy.