Returns, Warranty & Complaints Procedure

(Compliant with the Consumer Rights Act 2015)

1. Purpose

This policy ensures that all customers of Class Cars Direct Ltd receive fair, transparent, and professional service regarding vehicle returns, repairs, and complaints. It complies with the Consumer Rights Act 2015, Consumer Protection from Unfair Trading Regulations 2008, and includes our own 3-Month In-House Warranty for additional reassurance and after-sales support.

2. Customer Rights Under the Consumer Rights Act 2015

Customers purchasing a vehicle from Class Cars Direct Ltd are entitled to the following statutory rights:

• 30-Day Right to Reject:
  If a fault occurs within 30 days of purchase that was present at the time of sale, the customer is entitled to a full refund.
  The vehicle must be returned, and the refund will be processed within 14 days of acceptance of the return.
• Right to Repair or Replacement (after 30 days):
  If a fault develops after 30 days but within six months, we will inspect the vehicle and, where appropriate, offer a repair or replacement at no cost to the customer.
  If the fault cannot be repaired, the customer may request a partial refund (reflecting fair use).
• 6-Month Presumption:
  Any fault occurring within six months of purchase is presumed to have been present at the time of sale unless we can prove otherwise.
• After 6 Months:
  Customers must show that the fault existed at the time of sale. Repairs or goodwill assistance may still be offered at our discretion.

3. 3-Month In-House Warranty

In addition to statutory rights, Class Cars Direct Ltd provides a 3-Month In-House Warranty covering major mechanical and electrical components.

Coverage Includes:

• Engine and gearbox (internal components)
• Drive shafts, clutch, and differential
• Steering and suspension (excluding wear-and-tear items)
• Braking system (hydraulic/mechanical components)
• Cooling system (radiator, water pump, thermostat)
• Electrical components (starter motor, alternator, ignition system)

Exclusions:

• Routine maintenance items (e.g. tyres, brakes, exhausts, bulbs, filters, fluids)
• Wear-and-tear or consumable parts
• Damage caused by misuse, neglect, or continued use after a fault occurs
• Modifications or unauthorised repairs carried out without prior approval

Claims Procedure:

1. Report the issue immediately by phone or email.
2. Bring the vehicle to our premises for inspection or an approved garage if agreed.
3. We will assess and confirm if the repair is covered under warranty.
4. Approved repairs will be completed at no cost to the customer.

This in-house warranty runs for three months from the date of purchase or up to 3,000 miles, whichever comes first.

4. Returns Procedure

1. Contact Us:
   Customers should contact us as soon as possible to report any issue.
   • Email: classcarsdirect@yahoo.com
   • Phone: 07593960127
   • Address: Unit 2, Old Brick Works Lane, Chesterfield, S41 7JD
2. Provide Details:
   Include the vehicle registration, date of purchase, and a description of the issue with any supporting evidence (e.g. photos or mechanic report).
3. Inspection:
   We will arrange an inspection at our premises or by an approved independent assessor. No third-party work should be carried out without our written consent.
4. Resolution:
   Depending on the outcome, we will offer a repair, replacement, or refund in line with the Consumer Rights Act 2015 and our warranty terms.
   Customers will receive confirmation in writing within 5 working days of the inspection.

5. Complaints Procedure

1. Submit a Complaint:
   • Email: classcarsdirect@yahoo.com
   • Post: Unit 2, Old Brick Works Lane, Chesterfield, S41 7JD
2. Acknowledgement:
   We will acknowledge all complaints within 3 working days.
3. Investigation:
   The complaint will be reviewed by management and any relevant staff or technicians.
4. Response:
   A written response will be provided within 10 working days.
   If more time is required, we’ll inform you of the reason and new timeframe.
5. If You’re Not Satisfied:
   You may escalate the matter to an Alternative Dispute Resolution (ADR) service such as:
   • The Motor Ombudsman — www.themotorombudsman.org
   • Or contact Citizens Advice Consumer Service on 0808 223 1133.

6. General Notes

• Applies to retail customers only (not trade sales).
• Refunds are issued via the original payment method.
• Vehicles must be returned in the same condition as sold, allowing for fair wear and tear.
• All vehicles are supplied with a valid MOT, pre-delivery inspection, and valet.

7. Policy Review

This policy is reviewed annually or when legislation changes.

Last reviewed: 14/11/2025