Refund policy

Our policy lasts 14 days from the delivery date, which means you have 14 days after receiving your item to request a return.

Carbon Accents does not accept unauthorised returns.

If 14 days have gone by since your purchase, we cannot offer you a refund or exchange.

To be eligible for a return, your item must be unused, uninstalled/unfitted, undamaged and in original packaging.

All our products are thoroughly checked before leaving our warehouse. Please thoroughly inspect your item within 24 hours of delivery in case of any damage. Please report this to us immediately within 24 hours of delivery otherwise your refund may be rejected. See the section ‘Damaged/Defective Items’ below.

In the event you return an item that has been used, installed and/or damaged your return and refund will be rejected. We may be able to ship the item back to you upon request at a reasonable fee.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Please use a trackable shipping service with adequate insurance. We do not bear any responsibility for loss or damage during return shipping.

Certain items, such as Maxton products, are non-refundable if the protective film has been opened or removed, in accordance with Maxton's Return Policy. If the protective film remains unopened, returns may be accepted under the following conditions:

The return request is made within 30 days from the delivery date. However, the return will be subject to a 15% restocking fee.
There will be no restocking fee if the return request falls within our company's 14-day return period.
Please note that shipping costs are non-refundable. Refunds will be processed once the item has been received and inspected by Maxton.

To initiate a return, please fill in our ‘Contact us’ form or email us at support@carbonaccents.co.uk (the 'Contact us' form will lead to a faster response time).

Damaged/Defective Items

It's important you inform us of any damaged goods within 24 hours of the product arriving as failure to do so could result in an invalid claim with couriers. To give us the best chance of reclaiming the damage caused by the courier, we will need the following evidence:

At least 3 images of damage to item(s)
At least 2 images of packaging externally (i.e how the parcel arrived)
At least 2 images of packaging internally (i.e how the item was packed)
At least 1 image of the shipping label

If you're unable to provide the above within 24 hours, it could invalidate your claim and we will not be able to reimburse you for the damage.

Please do not attempt to install your products as this will invalidate any claim.

Evidence should be sent to us by filling in our 'Contact us' form or by emailing us at support@carbonaccents.co.uk along with your order number and any other information that you feel may be relevant.

Please note, courier claims can last up to 4 weeks or more. Kindly bear with us while we investigate the matter with the courier. A refund will only be processed once the claim has been successfully concluded in your favour. In the meantime, please keep the item in a safe and secure area.

Lost Parcel(s)

Before contacting us about a potential lost order, we would strongly advise checking with neighbours and your surrounding property to see if the courier had delivered your order elsewhere. After this, please contact us and we will open an investigation case with the courier.

Refunds (if applicable)

To be eligible for a full refund, your return must fall within 14 days of receiving the goods.

However, as a small business, returns have a significant impact on our finances. There may be instances, at our discretion, where we can accept a return outside of the return period. As a result, if your return falls outside the return period, depending on the reason for your return, a restocking fee of 20% will be deducted from your refund. Please note that return shipping costs are non-refundable.

For some items, the following specific restocking fees apply:

Conversion kits - £60
Alloys - £30
Headlights/Tail Lights - £15

Maxton Design Returns

Please note that Maxton Design products are subject to a different returns policy due to their specific handling and shipping requirements. By purchasing a Maxton item, you agree to the following terms:

15% Restocking Fee: All accepted returns will incur a 15% restocking fee.
Delivery Charges Are Non-Refundable.
Condition of Return: Items must be returned in original condition and packaging, with the protective film and holographic verification sticker attached. If these are missing or damaged, the return will be rejected.
Fitting Kit & Manual: Most items come with a fitting kit and manual. Failure to return these will incur a £10 charge.
30-Day Return Window: Returns must be requested and received within 30 days of delivery. Returns received after this period will not be accepted. If sent regardless, the customer must arrange collection within 7 days or the item will be discarded.
Refund Processing Time: Refunds may take up to 10 working days after the item has been received and inspected.
Clearance Items: Final sale – clearance items are non-returnable.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

International orders

Orders shipped outside of the United Kingdom will not be eligible for a return or refund under any circumstances.

If your order is returned back to the sender with valid proof of tracking, any fees from the courier including the shipping cost will be deducted from your refund.

Alloy Wheels - Made to Order

All alloy wheels are made to order and customised to your specifications. As such, they are non-refundable and non-cancellable once an order is placed, in line with UK consumer law for bespoke goods.

This does not affect your rights if the product is faulty, damaged, or not as described.

Return Shipping Postage Policy

For returns due to change of mind and incorrect purchases, the customer is solely responsible for covering return shipping costs. These returns must also meet our general return eligibility criteria, such as being in unused, in original packaging and returned within our 14-day return period.

In the event that a customer reports receiving a damaged or defective item, and we authorize and cover the return shipping costs, the item will undergo a thorough inspection upon return.

If the item is verified to be damaged or faulty, a full refund will be issued.
If the item is found to be in satisfactory condition and not as claimed, the return postage will be deducted from the total refund amount.

Additional Information

We provide clear pictures and measurements where possible. Please check the listed picture and 'Fitment' to make sure the item fits your vehicle. If you are unsure, please contact us and we will be happy to check for you. The buyer is responsible for ensuring the item is compatible with the vehicle. We do not bear any responsibility or liability for incorrect or mistaken purchases.

Installation instructions may be supplied with your item. Please note instructions are for guidance only. Professional installation is required for all items.

We do not bear any responsibility or liability for any incident after the item has been shipped.

12-Month Warranty

We stand behind the quality of our products. Carbon Accents own-brand items are covered by a 12-Month Warranty against defects in materials and workmanship under normal use, running for 12 months from the date your order is delivered.

What's covered

Manufacturing defects in the product as supplied
Mounting hardware supplied by us (clips, brackets, adhesive pads) that fails through no fault of installation

What's NOT covered

This warranty does not apply to, including but not limited to:

Clear coat or lacquer finish — washing methods, polishes, waxes, ceramic coatings, sealants and chemical exposure can affect the finish and are outside our control
Damage caused by improper installation, including by anyone other than a qualified fitter where professional installation is recommended
Accidental damage, impact, scratches or scuffs from normal use
Damage from automatic car washes, abrasive polishes, clay bars, or chemical exposure (including solvents, fuels, brake fluid, harsh detergents)
Use on track, in racing, or any motorsport application
Modification of the product after purchase (cutting, drilling, re-painting, re-coating)
Cosmetic variation within accepted manufacturing tolerances
Wear, fading or dulling over time
Products no longer owned by the original purchaser — this warranty is not transferable

Products from other brands

Some items on our store are manufactured by third-party brands (e.g. Maxton, Cobra, BIMECC, Eibach, Prosport etc). These are covered by their own manufacturer warranty, not by our 12-Month Warranty. Contact us and we'll help facilitate the claim with the manufacturer where we can.

How to claim

Email support@carbonaccents.co.uk with your order number, vehicle details, clear photos and a short description. We aim to respond within 2 working days.

Remedy

If a claim is approved, Carbon Accents will at its sole discretion either repair, replace, or refund the product.

Repairs are carried out at our workshop:

Carbon Accents workshop, Hitchin, SG4 7PQ

Postage to and from our workshop for an approved repair will be covered by us.

Additional costs

Carbon Accents will not be liable for any further costs, losses or inconvenience you incur, including but not limited to: fitter, garage or detailer fees; removal or refitment costs by third parties; travel, fuel, time off work, or vehicle hire; loss of use of the vehicle; or any consequential or indirect damages.

Your statutory rights

This warranty is offered in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015.

Contact

support@carbonaccents.co.uk

Fitment Guarantee

Every Carbon Accents listing tells you exactly which vehicles a product is designed for. If a product is listed as fitting your car and it genuinely doesn't, our Fitment Guarantee has you covered.

A note we need to be upfront about:

Aftermarket parts do not fit identically to factory OEM parts. Minor differences in panel gaps, alignment, hole positions and surface curvature within accepted aftermarket tolerances are normal and are not a fitment failure. This guarantee covers products that genuinely will not fit the listed vehicle — not minor cosmetic alignment differences within those tolerances.

What it covers

The Fitment Guarantee applies to Carbon Accents own-brand products when:

Your vehicle (make, model, chassis code, year, and trim where applicable) is listed in the product's fitment table on the day of purchase, and
The product physically cannot be fitted within accepted aftermarket tolerances, and
You report the issue within 14 days of delivery

What it doesn't cover

The guarantee does not apply to, including but not limited to:

Differences in fit within accepted aftermarket tolerances
Vehicles modified from factory specification (aftermarket bumpers, body kits, replacement panels, non-OEM trim, lowered or raised ride heights, etc.)
Vehicles where your specific variant or chassis code is not listed — please confirm with us before ordering
Damage caused during attempted fitment (scratches, cracks, broken clips, bonding errors)
Products modified, cut, drilled, painted or re-coated by the customer or any third party
Installations carried out by anyone other than a qualified fitter where the listing recommends professional installation
Clear coat or lacquer finish (see our 12-Month Warranty exclusions)

How to claim

Email support@carbonaccents.co.uk within 14 days of delivery with your order number, vehicle details (make, model, year, chassis code, registration), clear photos and a short video showing the fitment issue, and any relevant measurements.

We may require the product or the vehicle to be brought in to our workshop for inspection or trial fitment by our trained technicians before a decision is made:

Carbon Accents workshop, Hitchin, SG4 7PQ

Remedy

If we confirm the product genuinely does not fit your listed vehicle, Carbon Accents will at its sole discretion offer one of:

Re-fitment at our workshop
Exchange for a different product confirmed to fit
Refund of the original purchase price

Carbon Accents reserves the right to determine which remedy applies, based on the cause and severity of the issue and the condition of the returned product.

Return shipping

Where we confirm the fitment failure is the product's fault, we cover return shipping.
Where, following inspection, we determine the issue falls within accepted aftermarket tolerances or relates to vehicle modification, customer installation, or any other cause outside this guarantee, return shipping is the customer's responsibility and the product will be returned to you at your cost.

Additional costs

Your statutory rights

This guarantee is offered in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015.

Contact

support@carbonaccents.co.uk — and if you're unsure your vehicle is supported, email us before ordering with your reg and we'll confirm. This is the easiest way to avoid any fitment issue.

Last updated: 8^th July 2023