Refund policy

Returns, Refunds & Shipping Policy

At My Omoda, we want every customer to purchase with confidence. This Returns, Refunds & Shipping Policy explains how we handle shipping, cancellations, returns, exchanges, refunds, damaged goods, faulty products and incorrect orders purchased through our website.

Our aim is to provide a fair, transparent and straightforward process while protecting both our customers and our business.

Nothing contained within this Policy limits or excludes any rights you are entitled to under applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

If you have any questions regarding this Policy, please contact us before placing an order

Email: hello@myomoda.uk

1. Shipping & Delivery

We aim to dispatch all orders as quickly as possible. Delivery times displayed on our website, during checkout or within your order confirmation are estimates only and are provided for guidance. Whilst most orders arrive within the estimated timeframe, delivery dates cannot be guaranteed.

Orders may be delivered using Royal Mail or another courier selected by us depending on the size, weight, destination or nature of the products ordered.

Tracking details will normally be provided once your order has been dispatched. It is your responsibility to monitor the tracking information provided and to notify us promptly if you believe there may be an issue with your delivery.

Certain products may be fulfilled from our international warehouse, supplier network or third-party distribution partners. Where this applies, estimated delivery times may be longer than products dispatched from within the United Kingdom. Delivery times may also be affected by factors outside our reasonable control, including customs clearance, courier delays, supplier processing times, adverse weather conditions, transport disruption, public holidays or other unforeseen circumstances.

Where a parcel is significantly delayed, we may first be required to complete the courier's investigation process before a replacement or refund can be issued. In most circumstances, parcels delayed for more than 21 days from the expected delivery date may be treated as lost, although this may vary depending on the courier's investigation requirements.

2. Delivery Information

You are responsible for ensuring that all delivery information provided at checkout is complete, accurate and up to date, including:

Recipient name
Delivery address
Postcode
Contact telephone number
Email address

We will rely upon the information supplied when arranging delivery.

We cannot accept responsibility for delayed, failed or misdirected deliveries resulting from incorrect or incomplete delivery information supplied by you.

Where a parcel is returned to us because incorrect delivery details were provided, refused by the recipient without prior agreement, or remains uncollected from the delivery provider, we reserve the right to recover any reasonable redelivery, return shipping or handling costs before the order is re-dispatched or refunded where permitted by applicable law.

If you instruct the courier to leave your parcel in a designated safe place, with a neighbour or at another alternative delivery location, delivery will be deemed complete once the courier has delivered the parcel in accordance with those instructions. Responsibility for the parcel passes to you at that point.

3. Contact Us Before Returning Any Product

Please contact us before returning any product.

Returns sent without prior authorisation may be delayed whilst we identify the order and confirm the reason for return.

Unless we specifically instruct otherwise, products should not be returned to the address shown on the parcel, shipping label or original packaging. Certain products are fulfilled from different warehouses or distribution partners and returning a product to an unauthorised address may result in delays or the parcel being lost.

To request a return, please email:

hello@myomoda.uk

Please include:

Your full name
Your order number
The product you wish to return
The reason for the return
Photographs where the item is faulty, damaged, incorrect or not as described
Photographs of the product packaging where transport damage is being reported

Once we have reviewed your request, we will provide the appropriate return instructions.

Please do not return any product until those instructions have been provided.

4. Cancelling an Order Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

Whilst we will always try to stop an order before it enters the fulfilment process, we cannot guarantee that cancellation will be possible once processing has commenced, particularly where products are fulfilled through our supplier network or international warehouse.

Where an order has already been dispatched, your cancellation request will normally be treated as a return under the relevant provisions of this Policy and your statutory rights.

5. Your Right to Cancel (Change of Mind)

If you are purchasing as a consumer within the United Kingdom, you will normally have the legal right to cancel your online purchase within 14 days of receiving your order without providing a reason.

Where an order consists of multiple deliveries, the cancellation period normally begins on the day you receive the final item.

To exercise your right to cancel, you must notify us before the 14-day cancellation period expires by emailing:

hello@myomoda.uk

Please include your:

Name
Order number
Products you wish to cancel

Once you have notified us that you wish to cancel, you must normally return the products within a further 14 days.

Certain products are exempt from the statutory right to cancel or may not qualify for return, as explained later in this Policy.

6. Condition of Change of Mind Returns

If you exercise your right to cancel or wish to return a product because you have changed your mind, the product should be returned in a condition that reflects only the handling reasonably necessary to establish its nature, characteristics and compatibility, in the same way that you would inspect a product in a physical retail store.

Before fitting or using any product, we strongly recommend that you carefully inspect it to ensure it is the correct item, suitable for your vehicle and free from any visible defects or transport damage.

To qualify for a full change-of-mind refund, products should be returned:

In an unused and uninstalled condition;
Complete with all supplied accessories, fixings, components, instructions and documentation;
In their original packaging, where reasonably possible;
Securely packaged to prevent damage during return transit; and
Free from unnecessary damage, excessive handling, dirt, grease, adhesive residue, paint, modification or signs of installation.

Please do not fit, install, wire, connect, paint, drill, cut, trim, bond, glue, programme, activate or otherwise permanently alter a product unless you intend to keep it.

Where a product has been installed, modified or handled beyond what is reasonably necessary to inspect it, we may reduce your refund to reflect any loss in value resulting from that handling, where permitted by applicable law. Any such deduction will be assessed after the returned product has been received and inspected and will reflect the actual reduction in value, taking into account factors including the condition of the product, the condition of the packaging, any missing components, and whether the product can be resold as new.

Nothing in this section affects your statutory rights where a product is faulty, damaged on arrival, incorrect or not as described.

7. Products That May Not Be Eligible for Change of Mind Returns

Subject to your statutory rights, we may be unable to accept a change-of-mind return, or may reduce the refund to reflect any loss in value where the product has:

Been fitted or installed;
Been electrically connected, wired or programmed;
Been painted, cut, drilled, bonded, glued or permanently modified;
Had protective films, adhesive backing or security seals removed where this affects resale value;
Been damaged after delivery;
Been used beyond what is reasonably necessary to inspect it;
Been returned with missing parts, fixings, accessories, instructions or packaging;
Been contaminated, excessively dirty or otherwise returned in a condition that prevents resale as new.

These restrictions apply only to discretionary or statutory change-of-mind returns where permitted by law and do not affect your rights where goods are faulty, not as described or otherwise fail to conform to the contract.

8. Return Postage

Unless the return relates to a product that is faulty, damaged on arrival, incorrect or not as described, you are responsible for the direct cost of returning the product to us.

This includes, but is not limited to, returns where:

You have changed your mind;
You ordered the wrong product;
You selected the wrong vehicle model, model year, trim level or variation;
You no longer require the product; or
You did not check the compatibility information provided before placing your order.

We recommend using a tracked and appropriately insured delivery service, particularly for higher-value items. You remain responsible for the returned product until it has been safely delivered to the return address provided by us.

Please retain your proof of postage and tracking information until your return has been received and your refund has been completed.

Unless otherwise required by law, the cost of returning a change-of-mind purchase will not be reimbursed.

9. Refunds Following Cancellation

Where you validly cancel your purchase under your statutory cancellation rights, we will refund:

The purchase price paid for the returned product; and
The cost of our least expensive standard delivery option where an outbound delivery charge was paid.

If you selected a premium, express or enhanced delivery service, we are not required to refund any additional amount paid above the cost of our standard delivery service.

We may withhold your refund until:

We have received the returned product; or
You provide satisfactory evidence that the product has been returned,

whichever occurs first.

Approved refunds will normally be processed within 5–7 working days of the returned product being received and inspected. Depending on your bank or payment provider, it may take additional time for the refunded amount to appear in your account.

10. Faulty, Damaged, Incorrect or Misdescribed Products

We take pride in supplying high-quality products. If you believe that a product is faulty, damaged on arrival, incorrect or not as described, please contact us as soon as reasonably possible.

Please email:

hello@myomoda.uk

Please include:

Your order number;
A clear description of the issue;
Clear photographs or videos showing the problem;
Photographs of the packaging where transport damage is suspected.

Please do not dispose of, modify, install, repair or return the product until we have had the opportunity to review the issue and provide appropriate instructions.

Depending on the circumstances and your statutory rights, we may offer one or more of the following remedies:

A replacement product;
Replacement components or parts;
A repair;
A full refund;
A partial refund where appropriate; or
Another suitable remedy agreed between us.

Where we confirm that a product is faulty, damaged upon delivery, incorrect or not as described, we will also explain how reasonable return costs will be handled.

Nothing in this Policy affects your statutory rights in relation to faulty goods.

11. Products Damaged During Delivery

Please inspect your order as soon as reasonably possible after delivery.

If the parcel or any product appears damaged during transit, please contact us promptly and provide photographs showing:

The outer packaging;
The courier label;
Any internal packaging;
The damaged product; and
The complete contents of the parcel.

Please retain both the product and all packaging materials whilst we investigate the matter, as our courier or fulfilment provider may require these as part of their claims process.

Products should not be installed, modified or used where transport damage is suspected until the matter has been investigated.

Prompt reporting of transport damage enables us to investigate the issue more effectively and arrange an appropriate resolution as quickly as possible.

12. Vehicle Compatibility

We make every reasonable effort to provide accurate compatibility information within our product listings. However, it remains your responsibility to ensure that the product is suitable for your specific vehicle before placing an order and before installation.

Before purchasing, you should carefully check:

Your exact vehicle model;
Model year;
Trim level;
Vehicle specification;
Steering position (where applicable);
Product dimensions and measurements;
Connection type or fitting method;
Any compatibility notes contained within the product listing.

Vehicle specifications may vary between production years, trim levels, markets and individual vehicle configurations. Products that appear visually similar may not always be interchangeable.

If you are unsure whether a product is compatible with your vehicle, please contact us before placing your order.

Where a product is ordered incorrectly because compatibility information, measurements or product specifications were not checked before purchase, the return will normally be treated as a change-of-mind return. This does not affect your statutory rights where the compatibility information supplied by us was inaccurate or misleading.

13. Installation and Product Use

Customers are strongly advised to inspect every product carefully before fitting, connecting, wiring, modifying or otherwise installing it.

Please ensure that:

The correct product has been supplied;
The product is suitable for your vehicle;
The product is free from visible defects or transport damage; and
All supplied components are present before installation begins.

Unless expressly stated otherwise, we recommend that products requiring installation are fitted by a suitably qualified or competent person.

We are not responsible for faults, damage or issues arising from:

Incorrect installation or removal;
Failure to follow supplied instructions;
Incorrect wiring or electrical connection;
Improper handling or misuse;
Modification or alteration of the product;
Use with an incompatible vehicle or component;
The use of unsuitable tools or installation methods;
Failure to inspect the product before installation; or
Normal wear and tear occurring after installation.

Where you believe a product may be faulty, incorrect or incompatible, please contact us before arranging installation, removal, repair or replacement wherever reasonably possible.

Except where required by applicable law, we are not responsible for labour charges, installation costs, garage fees, diagnostic charges, removal costs, reinstallation costs, vehicle recovery charges, travel expenses, vehicle hire costs, loss of earnings or any other associated costs incurred in connection with the fitting, removal or replacement of a product.

14. Electrical Products

Certain products sold by My Omoda, including but not limited to dash cameras, vehicle chargers, V2L adaptors, lighting products and other electrical accessories, should be carefully checked for compatibility before installation or connection.

Where appropriate, electrical products should be installed by a suitably qualified or competent person.

For safety reasons, please ensure that the correct voltage, connection type and vehicle compatibility have been confirmed before use.

Products must not be modified, rewired or used in a manner inconsistent with the manufacturer's instructions.

If an issue is reported with an electrical product, we may request additional information regarding:

The installation process;
The vehicle concerned;
Any fault codes or diagnostic information;
Photographs or videos;
Whether installation was carried out by a suitably qualified person.

Electrical products do not automatically lose their statutory rights because they have been connected or installed.

However, where an electrical product has been connected, programmed or installed and a return is requested because you have changed your mind, we may reduce any refund to reflect any loss in value where permitted by applicable law.

Returns may also be refused where damage has resulted from incorrect installation, incorrect wiring, unsuitable voltage, modification, misuse or accidental damage after delivery.

15. International Warehouse Orders

To offer a wider range of products whilst maintaining competitive pricing, certain products may be fulfilled directly from our international warehouse, supplier network or third-party distribution partners.

Where applicable, estimated delivery times are displayed on the relevant product page or during checkout. These delivery times are estimates only and may occasionally be affected by circumstances outside our reasonable control, including:

Supplier processing times;
Customs clearance;
Courier delays;
Public holidays;
Adverse weather conditions;
Transport disruption;
Security inspections; or
Other unforeseen circumstances.

The location from which a product is dispatched does not affect your contract with My Omoda or your statutory consumer rights.

Unless we specifically instruct otherwise, products must not be returned directly to a supplier, international warehouse or the address shown on the original parcel. We will provide the appropriate return address once your return has been authorised.

16. Exchanges

Where practical, we may be able to arrange an exchange instead of a refund.

Exchanges are subject to:

The requested replacement product being available;
The original product being eligible for return;
The exchange being practical within our fulfilment network.

In some circumstances, it may be quicker to process a refund and ask you to place a new order for the replacement item.

Where there is a price difference between products, any additional payment or refund will be explained before the exchange is completed.

17. Refund Processing

Refunds will normally be issued to the original payment method used when placing the order.

Unless otherwise required by law, we cannot normally refund a different payment card, bank account or payment provider.

Once a refund has been processed by us, your bank or payment provider may require additional time before the funds appear in your account.

Where permitted by law, any refund may be reduced to reflect any loss in value resulting from handling beyond what is reasonably necessary to establish the nature, characteristics and compatibility of the product.

No deduction will be made where you are exercising your statutory rights because goods are faulty, not as described or otherwise fail to conform to the contract.

18. Late or Missing Refunds

If we have confirmed that your refund has been processed but it has not yet appeared in your account, please:

Check the original payment method used for the purchase;
Contact your bank, card issuer or payment provider; and
Allow sufficient time for their normal processing procedures.

If your refund is still not visible after a reasonable period, please contact us at:

hello@myomoda.uk

Please include your order number so that we can investigate the matter.

19. Refund Abuse and Fraudulent Claims

We reserve the right to investigate any return, refund or replacement request where there is reasonable evidence of:

Fraud;
Deliberate product damage;
Product substitution;
False or misleading claims;
Missing components;
Manipulated photographs or other evidence;
Abuse of our goodwill policies;
Repeated unreasonable refund or replacement requests; or
Any other conduct intended to obtain products or refunds dishonestly.

Where permitted by applicable law, we reserve the right to refuse or reduce a refund where our investigation reasonably concludes that a claim is fraudulent, misleading or otherwise inconsistent with this Policy.

Nothing in this section affects the rights of genuine customers exercising their statutory consumer rights.

20. Statutory Rights

Nothing contained within this Returns, Refunds & Shipping Policy limits, excludes or otherwise affects any rights or remedies available to you under applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Where goods fail to meet the standards required by law, including where they are faulty, not as described or not fit for their intended purpose, you remain entitled to any remedies available under applicable legislation.

This Policy is intended to supplement, and not replace, your statutory rights.