Goods Return within Fourteen (14) Days (UK & EU)
Customers in the United Kingdom and European Union who purchase online have the right to return items within 14 days of receipt under the UK Consumer Contracts Regulations 2013 and EU Distance Selling Regulations.
- If the return is due to a change of mind, a £10 restocking fee will be deducted from the refund to cover postage, packaging and payment process costs.
- If the return is due to faulty, damaged, or incorrect goods, no restocking fee will apply.
Returns Procedure
To initiate a return, please notify us by phone at 0203 633 7882 or via email at info@carbonfactory.co.uk. We reserve the right to approve items eligible for return.
- Securely package the item(s) and include your order number.
- Returns must be received within 14 days from the date of delivery.
- Incomplete, damaged, worn, or altered items will not be accepted.
Return Address:
Carbon Factory Limited
Unit 16 Chapel Farm, Hanslope Road
Hartwell, Northamptonshire, NN7 2EU, UK
For your protection, we recommend using a tracked and insured delivery service (e.g., Royal Mail Special Delivery) to prevent loss or damage during transit.
Please note that customers are responsible for return shipping costs.
Custom Orders
Custom-made and special-order items cannot be returned or refunded unless authorized by Carbon Factory’s management. Customers bear all risks associated with return shipping, and Carbon Factory is not liable for lost, damaged, or misdirected shipments.
For assistance, please contact us at 0203 633 7882 or info@carbonfactory.co.uk.
Damaged, Defective, or Faulty Goods
If you receive damaged, defective, or incorrect goods, please notify us immediately and return them within 2 days of receipt by phone at 0203 633 7882 or email info@carbonfactory.co.uk.
- Securely package the item(s) and include your order number.
- Upon receipt, we will inspect the returned item(s) before processing a refund.
- This process may take 3–5 days, and we will notify you once your refund is initiated.
Carbon Factory will refund return shipping costs up to the original dispatch charge. Please contact us for details. Replacement items will not be sent until the original items are returned.
Refunds will be issued to the original payment method.
If the product is damaged or the return is initiated after 14 days, the refund request will not be accepted.
Installation & Fitment Issues
Some products may require minor to significant modifications for installation. Test fitting is required before final installation. Due to the nature of production materials, slight variations may occur.
If you experience fitment issues, contact our Technical Specialist for assistance. If you decide to return the item, email info@carbonfactory.co.uk with:
- Order Number
- Reason for Return
- Photos of the issue
Carbon Factory reserves the right to modify or override replacement or refund requests.
No replacements or refunds will be provided if:
- The item has been misused, neglected, or improperly installed.
- The item has been modified or altered from its original condition.
Clearance Items
All clearance items sold on an "as is" basis are not eligible for return, exchange, or refund. Customers are responsible for inspecting clearance items before purchase.