Returns & Refund Policy

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

By placing an order, you agree to this policy.

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1. Your Right to Cancel (Distance Sales)

Under the Consumer Contracts Regulations 2013, you may cancel your order for physical goods within 14 days of receiving your item.

To qualify:

• The item must be unused
• In original condition
• In original packaging
• Not fitted, installed, programmed or activated
• Not VIN-specific or special order

You are responsible for return shipping costs.

Refunds are issued to the original payment method only.

Transaction processing fees (card, PayPal, Klarna, Stripe etc.) are non-refundable.

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2. Non-Returnable & Non-Refundable Items

The following are strictly non-refundable:

• Coding services
• Software activations (CarPlay, FSC codes, ID6 upgrades, Video in Motion etc.)
• Remote programming services
• Downloadable software
• VIN-specific or special order parts
• Custom programmed or configured units
• Labour or installation services
• Sale, discounted or promotional items
• Multi-buy discounted orders (if partially cancelled, full retail pricing applies)

Once coding, activation or programming has been completed, the service is final and non-reversible.

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3. Installed Products

If a product has been fitted or installed:

• Labour fees are non-refundable
• If you change your mind, the unit must be professionally removed at your own cost before being returned
• The item must meet the standard return conditions above

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4. Faulty Items

If you believe your item is faulty:

1. You must notify us in writing
2. Provide proof of purchase
3. Provide clear evidence of the issue

All returned products are subject to inspection and bench testing.

If a returned item is found to be fully functional:

• No refund will be issued
• Testing/handling fees may apply
• Return shipping costs may be charged

We reserve the right to repair or replace a faulty item before issuing a refund.

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5. Return Procedure

To request a return:

Email: returns@bmwcustomz.co.uk

You must obtain:

• Written return authorisation
• Return address confirmation
• RMA number

Items returned without prior approval will not be accepted.

Please allow up to 14 working days for inspection and processing once received.

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6. Refund Processing

If approved:

• Refunds are issued to the original payment method
• Processing times depend on your bank or card provider
• We are not responsible for delays caused by financial institutions

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7. Incorrect Orders

It is the customer’s responsibility to ensure compatibility before purchase.

Refunds will not be issued for:

• Incorrectly ordered parts
• Compatibility misunderstandings
• Dealer software wipes
• Vehicle electrical faults unrelated to the product

If you are unsure about compatibility, you must contact us before purchasing.