Clear Returns, Fair Support
Auto House Shop wants you to buy with confidence. This page explains how cancellations, returns, exchanges, faulty items, damaged goods and refunds are handled.
Auto House Shop is the seller and your point of contact for order support, returns, exchanges and after-sales help. If you need to return something, please contact us before sending anything back.
Last updated: June 2026
30-Day Returns Window
Auto House Shop offers a 30-day returns window from the date your order is delivered for eligible items that are new, unused and unfitted.
Items must be returned in suitable resaleable condition, with original packaging and all parts, fittings, instructions and accessories included.
30-Day Returns & Statutory Cancellation Rights
Auto House Shop offers a 30-day returns window from the date your order is delivered for eligible items that are new, unused and unfitted. Your statutory cancellation rights also apply. For most online orders, you have the right to tell us within 14 days of receiving your goods that you wish to cancel, then a further 14 days to return the goods after notifying us.
30-Day Returns Window
Eligible new, unused and unfitted items can be returned within 30 days of delivery, provided they meet the return condition requirements set out on this page.
Statutory Cancellation Rights
For most online orders, you have the right to tell us within 14 days of delivery that you wish to cancel. You then have a further 14 days to return the goods.
Refunds or Exchanges
Approved returns may be refunded to the original payment method or exchanged for a suitable alternative item where available.
Return Process
Please do not send items back without contacting us first. This helps us identify your return and provide the correct return instructions. For change-of-mind returns, the customer is responsible for arranging and paying for return postage.
Contact Us
Email support@auto-house.shop with your order number and reason for return.
Wait for Instructions
We will confirm the next steps and where the item should be returned. For change-of-mind returns, the customer is responsible for arranging return postage.
Package Carefully
Return the item securely with all packaging, fittings and accessories included. Any required return postage label should be arranged and attached by the customer unless we confirm otherwise.
Inspection & Outcome
Once received and inspected, we will process the appropriate refund, exchange or replacement.
Eligible Change-of-Mind Returns
To be eligible for a change-of-mind return, items must be returned in new, unused, unfitted and resaleable condition unless your statutory rights apply.
- Items must be new, unused and unfitted.
- Mechanical parts must not have been installed, bolted on, marked or damaged.
- Original packaging, hardware, instructions and accessories must be included.
- Oils, additives, cleaners and fluids must be unopened and sealed.
- Items must be safely packaged for return shipping.
Items That May Not Be Returnable
Some items may not be eligible for a change-of-mind return, depending on the product and its condition.
- Goods made to your specification or clearly personalised.
- Items that have been fitted, installed, used, marked or damaged after delivery.
- Opened oils, fluids, additives, sprays or cleaning products.
- Items returned incomplete, damaged or without necessary packaging or hardware.
If an item is custom-made, personalised, or made to a specific customer specification, this will be made clear where applicable.
If Something Is Wrong
If your item arrives faulty, damaged in transit, incorrect or not as described, contact us as soon as possible with your order number, a description of the issue and clear photos where relevant.
Faulty Goods
If an item is faulty, we will review the issue and provide the appropriate remedy in line with your statutory rights.
Damaged in Transit
If your order arrives damaged, please contact us promptly with photos of the item, packaging and shipping label where possible.
Incorrect Item Sent
If we send the wrong item, Auto House Shop will cover the return shipping where a return is required and arrange a replacement, exchange or refund.
Who Pays for Return Shipping?
- For change-of-mind returns, the customer is responsible for arranging and paying for return postage.
- Auto House Shop does not provide prepaid return labels for change-of-mind returns.
- The customer is responsible for printing, attaching or presenting any return postage label required by their chosen courier or postal service.
- Where available, we may provide return instructions or a courier QR code for convenience, but this does not mean return postage is prepaid by Auto House Shop unless we confirm this in writing.
- For faulty, damaged, incorrect or not-as-described items, please contact us first. If a return is required, we will confirm the appropriate next step and cover return costs where required by law.
- We recommend using a tracked and insured return service for higher-value items.
- Do not return items without contacting us first, so we can confirm the correct return details.
When Refunds Are Processed
Once your return has been received and inspected, we will process any approved refund to the original payment method.
Approved refunds are normally processed within 14 days of us receiving the returned item, or within 14 days of you providing proof that you have returned it where applicable.
Your bank or payment provider may take additional time to show the refund in your account after it has been processed.
If an item has been used, fitted, damaged, returned incomplete or handled beyond what is necessary to inspect it, a deduction may be made where legally permitted.
Please Check Before Fitting
Automotive parts should always be checked before fitting. If you are unsure whether a part is correct for your vehicle, contact us before installation.
Check Before Installation
Compare the item with the old part, check part numbers where possible and confirm compatibility before fitting.
Buyer-Ordered Incorrect Parts
If you order the wrong part and it is still new, unused and unfitted, it may be eligible for return or exchange within the returns window. Return shipping is the customer’s responsibility.
Fitment Help
If you need help before ordering, send your registration, vehicle details, engine code or VIN where relevant and we will help check where possible.
Returns FAQ
How long do I have to return an item?
Auto House Shop offers a 30-day returns window from the date your order is delivered for eligible items that are new, unused and unfitted. Your statutory cancellation rights also apply, including the right to tell us within 14 days of delivery that you wish to cancel most online orders.
Do you offer exchanges?
Yes. Where suitable and subject to availability, we can help arrange an exchange for an alternative item. The returned item must meet the return condition requirements unless your statutory rights apply.
Can I return a part after fitting it?
Change-of-mind returns cannot usually be accepted once a part has been fitted, installed, marked, used or damaged. This does not affect your statutory rights if the item is faulty.
Can I return opened oil, additives or cleaners?
Opened oils, additives, fluids, sprays and cleaners cannot usually be returned for change-of-mind reasons. Products must be unopened and sealed unless your statutory rights apply.
Do I need to contact you before sending something back?
Yes. Please contact us before returning any item so we can provide the correct instructions and make sure your return is identified correctly.
Refund FAQ
How will I receive my refund?
Approved refunds are processed back to the original payment method used at checkout.
How long does a refund take?
Approved refunds are normally processed within 14 days of us receiving the returned item, or within 14 days of you providing proof that you have returned it where applicable. Your bank or payment provider may take additional time to show the refund in your account.
Who pays for return postage?
For change-of-mind returns, the customer is responsible for arranging and paying for return postage. Auto House Shop does not provide prepaid return labels for change-of-mind returns. The customer is responsible for printing, attaching or presenting any return postage label required by their chosen courier or postal service. Where available, we may provide return instructions or a courier QR code for convenience, but this does not mean return postage is prepaid by Auto House Shop unless we confirm this in writing. If the item is faulty, damaged, incorrect or not as described, contact us first and we will confirm the appropriate next step.
What if my item is faulty?
Contact us as soon as possible with your order number, description of the fault and photos where relevant. We will review the issue and provide the appropriate remedy.
Will my bank statement show Auto House Shop?
Payments may appear as Auto House Shop, AUTOHOUSESHOP, or a closely related payment descriptor depending on the payment provider used at checkout.
Before Sending Anything Back
Please contact Auto House Shop before returning any item. This allows us to confirm the correct return process and make sure your return is linked to your order.
Phone / WhatsApp
Address
Auto House Shop
Roxbury,
Penybont
Llandrindod Wells,
Powys
LD1 5UA
United Kingdom
Need to Start a Return or Exchange?
Contact us with your order number, product details and reason for return before sending anything back. We will confirm the next steps.