BMW CUSTOMZ LTD

RETURNS & REFUND POLICY

This Returns & Refund Policy applies to goods and services purchased from BMW Customz Ltd (“BMW Customz”, “we”, “us” or “our”), including purchases made online, remotely or in person.

This Policy should be read together with our Terms & Conditions of Business.

Nothing in this Policy affects your statutory rights.

1. ONLINE & DISTANCE-SALE CANCELLATION RIGHTS

Where you purchase ordinary physical goods online, by telephone or through another distance-selling method, you will normally have the right to cancel the contract within 14 days after receiving the goods, without giving a reason.

After notifying us of cancellation, you must normally return the goods within a further 14 days.

Unless we have agreed otherwise, you are responsible for the direct cost of returning unwanted goods.

Where applicable, returned goods should be:

• Complete;
• In their original condition so far as reasonably possible;
• In their original packaging where available;
• Free from damage caused after delivery; and
• Accompanied by all accessories, documentation and components supplied.

You may inspect goods as you reasonably would in a shop. Where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functionality, we may make a lawful deduction for any reduction in value.

Refunds will normally be made to the original payment method.

Where statutory cancellation rights apply, BMW Customz Ltd will provide the refund required by law, including any standard outbound delivery charge where applicable.

Payment-processing or transaction fees will only be deducted where legally permitted. We will not deduct such fees where consumer law requires the relevant amount to be refunded in full.

2. ORDERS CANCELLED BEFORE PROCESSING

For ordinary website orders which have not yet been processed, dispatched, specially ordered, programmed, personalised, VIN-allocated or otherwise committed for fulfilment, BMW Customz Ltd will normally permit cancellation.

Where no statutory right requires a full refund, any non-recoverable transaction or payment-processing charge may be deducted where lawful and reasonable.

This section applies to ordinary website/shop orders and does not override the separate deposit provisions applicable to workshop bookings, quotations and invoices under our Terms & Conditions of Business.

3. GOODS EXCLUDED FROM CHANGE-OF-MIND CANCELLATION

Certain goods and services may be excluded from statutory change-of-mind cancellation rights or may have restricted cancellation rights.

These may include:

• Goods made to the Customer's specification;
• VIN-specific components;
• Personalised goods;
• Specially programmed components;
• Custom-configured control units;
• Goods specially modified for a particular Vehicle;
• Digital content where the Customer has expressly agreed to immediate supply and acknowledged the applicable loss of cancellation rights; and
• Services which have been fully performed after the Customer expressly requested performance to begin, where the applicable legal requirements have been met.

These exclusions do not remove your rights where goods or services are faulty, misdescribed or otherwise fail to meet statutory requirements.

4. CODING, PROGRAMMING, SOFTWARE & DIGITAL SERVICES

Coding, programming, software activation, FSC services, CarPlay activation, firmware/software upgrades, remote programming and similar services are not refundable merely because the Customer changes their mind after the service has been properly performed.

Where a digital service or digital content is supplied immediately, we may require the Customer's express consent to begin performance during any applicable cancellation period and acknowledgement of any resulting effect on cancellation rights.

This may include services such as:

• Apple CarPlay activation;
• FSC coding;
• ID software upgrades;
• Feature activation;
• Video in Motion;
• Remote coding/programming;
• ECU/module programming;
• Software flashing; and
• Digital licences or activation codes.

Nothing in this section affects statutory remedies where the service or digital content is defective or has not been supplied with reasonable care and skill.

5. WORKSHOP LABOUR & INSTALLATION SERVICES

Labour and installation charges are not refundable merely because the Customer changes their mind after properly authorised work has been completed.

Where a Customer has authorised work to begin and subsequently cancels before completion, BMW Customz Ltd may charge for work properly performed and reasonable costs already incurred, subject to applicable consumer law.

Where installation workmanship is defective, the Customer retains the remedies provided by law, including the right to require repeat performance where appropriate. Consumer services must be carried out with reasonable care and skill.

6. INSTALLED PRODUCTS

The fact that an item has been fitted or installed does not remove statutory rights if the item is faulty.

However, where a Customer simply changes their mind and no statutory cancellation right applies:

• Labour already properly performed is not refundable;
• Removal labour may be chargeable;
• The Customer may be responsible for returning the product in an acceptable condition; and
• Any reduction in value caused by installation, use, damage or handling may affect any discretionary refund we agree to provide.

Where BMW Customz Ltd supplied and installed faulty goods, any remedy will be dealt with in accordance with applicable consumer law.

7. FAULTY, MISDESCRIBED OR UNSATISFACTORY GOODS

If you believe goods supplied by BMW Customz Ltd are faulty, not as described or otherwise do not meet your statutory rights, please contact us promptly.

We may ask you to provide:

• Proof of purchase;
• Details of the fault;
• Photographs or video where appropriate;
• Diagnostic information where relevant; and
• Reasonable access to inspect or test the product.

Where goods are faulty, statutory remedies may include rejection and refund, repair, replacement or price reduction depending upon the circumstances and timing of the claim.

Consumers generally have a short-term right to reject faulty goods within 30 days, subject to the requirements of the Consumer Rights Act 2015. After that period, repair or replacement will often be the initial remedy before a final right to reject or price reduction arises.

BMW Customz Ltd will not use this Policy to remove or restrict those statutory rights.

8. TESTING OF RETURNED GOODS

Returned products may be inspected and tested to determine the reported fault.

If testing demonstrates that the product is not faulty and the issue has been caused by matters such as:

• Incorrect installation by another party;
• Vehicle wiring faults;
• Incompatible third-party equipment;
• Incorrect coding by another party;
• Vehicle software issues;
• Pre-existing faults; or
• Misuse or damage,

BMW Customz Ltd may decline a fault-based refund where legally entitled to do so.

Any diagnostic, testing, handling or return-delivery fee will only be charged where it has been properly disclosed, is reasonable and is legally recoverable.

9. REPAIR, REPLACEMENT & REFUND

Where goods are faulty, the appropriate remedy will depend on the circumstances and applicable statutory rights.

BMW Customz Ltd may offer or provide:

• Repair;
• Replacement;
• Repeat performance;
• Price reduction; or
• Refund,

where appropriate.

We do not reserve an unconditional right to insist on repair or replacement in every circumstance. For example, the Consumer Rights Act gives consumers a short-term right to reject qualifying faulty goods within the applicable period.

Where repair or replacement is the applicable remedy, it will be provided within a reasonable time and without significant inconvenience, as required by law.

10. CUSTOMER-SUPPLIED & THIRD-PARTY COMPONENTS

BMW Customz Ltd does not provide a product warranty for goods which we did not supply.

Where we have fitted a Customer-supplied product, our responsibility for our installation workmanship remains separate from responsibility for the product itself.

Labour required to diagnose, remove or reinstall a faulty Customer-supplied product may be chargeable.

11. INCORRECTLY ORDERED OR INCOMPATIBLE GOODS

Customers should provide accurate Vehicle and compatibility information when ordering.

Where a product was incorrectly ordered by the Customer and no statutory cancellation right applies, any return is subject to BMW Customz Ltd's agreement and the condition of the product.

This may include situations involving:

• Incorrect vehicle specification supplied by the Customer;
• Incorrectly ordered parts;
• Components ordered without checking required vehicle options; or
• Products purchased for a Vehicle with undisclosed modifications.

However, this clause does not apply where BMW Customz Ltd supplied goods which were incorrectly described, unsuitable because of incorrect advice provided by us, or otherwise fail to comply with statutory requirements.

12. DEALER SOFTWARE, CODING & THIRD-PARTY INTERFERENCE

BMW Customz Ltd is not responsible for loss of coding, functionality or configuration caused by subsequent:

• BMW/dealer programming;
• Manufacturer software updates;
• Third-party coding;
• Third-party repairs;
• Control-unit replacement; or
• Other external intervention.

Where coding or functionality supplied by BMW Customz Ltd is subsequently removed or overwritten by another party or software update, reinstatement may be chargeable.

This does not apply where the loss of functionality was caused by defective goods or services supplied by BMW Customz Ltd.

13. SALE, DISCOUNTED & PROMOTIONAL ITEMS

Sale, discounted and promotional goods have the same statutory rights regarding faults and misdescription as full-price goods.

A promotional price does not remove statutory consumer rights.

Where a Customer simply changes their mind, any return rights will depend upon:

• Whether the transaction was made at distance;
• Whether statutory cancellation rights apply;
• Whether the item falls within an exemption;
• Whether the item has been used or altered; and
• Any additional voluntary return rights offered by BMW Customz Ltd.

For multi-buy or package discounts, where BMW Customz Ltd voluntarily accepts a partial return outside statutory rights, any retained items may be recalculated at their applicable standalone price where this was clearly part of the original promotional offer.

14. RETURN AUTHORISATION PROCEDURE

To arrange a return, please contact:

Email: returns@bmwcustomz.co.uk

Please provide:

• Your name;
• Order or invoice number;
• Vehicle registration/VIN where relevant;
• Details of the item;
• Reason for return; and
• Details/evidence of any alleged fault.

Where applicable, we will provide return instructions and an RMA/reference number.

Customers should follow the return instructions provided to ensure returns are correctly identified and processed.

A failure to obtain an RMA number will not remove a statutory right to return goods, but may delay identification and processing of the return.

15. RETURN DELIVERY

Where a Customer exercises a change-of-mind cancellation right and we have properly informed them that return postage is their responsibility, the Customer will normally bear the direct cost of return.

Where goods are faulty and BMW Customz Ltd is legally responsible for the return costs, we will deal with those costs in accordance with consumer law.

Customers are advised to use an appropriate tracked and insured delivery service when returning valuable products.

16. REFUND PROCESSING

Approved refunds will normally be issued to the original payment method, unless an alternative is expressly agreed.

Statutory refunds will be processed within the timeframe required by law.

For distance-sale cancellations involving returned goods, we may be entitled to wait until the goods have been received back or evidence of return has been provided before issuing the refund, where permitted by law.

Once a refund has been issued by BMW Customz Ltd, the time taken for the funds to appear may depend upon the bank, card issuer or payment provider.

17. WORKSHOP, QUOTATION & INVOICE DEPOSITS

Deposits paid through our quotation system, invoice system, booking system or directly in connection with workshop services are governed by the deposit and cancellation provisions in our Terms & Conditions of Business.

They are treated as non-refundable booking/contract commitments, subject always to statutory rights and the requirement that any amount retained is lawful and proportionate to the costs or losses arising from cancellation.

Consumer contract terms and cancellation charges must be fair, and cancellation charges should reflect genuine losses rather than operate as an excessive penalty.

18. STATUTORY RIGHTS

Nothing in this Returns & Refund Policy excludes or restricts any rights or remedies which cannot lawfully be excluded.

Consumer rights may arise under legislation including:

• Consumer Rights Act 2015; and
• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where there is any conflict between this Policy and a mandatory statutory right, the statutory right will apply.