Returns & Refunds Policy

This policy covers products you buy from EC Performance, whether posted to you from our online shop, bought over the counter, or supplied and fitted at our Ammanford workshop, and the mail-in services we offer for airbag modules, ECUs and hybrid battery modules. Nothing here takes away your statutory rights as a consumer.

At a glance

1. Changed your mind: 14 days on unused products

If you bought a product from us by post, phone or through the website, you have 14 days from the day you receive it to tell us you want to return it, and a further 14 days to send it back. This is your right under the Consumer Contracts Regulations 2013. We extend the same 14 days to products bought over the counter as a goodwill gesture.

This applies to the unfitted product only. Once we have installed something in your vehicle it is covered by the fitted-product rules in sections 3 to 6 below, not by this 14-day return. To qualify the product must be unused, unregistered, unfitted and complete, in its original packaging with all cables, keys, tags, manuals and accessories. We may reduce the refund if the product comes back damaged, marked or incomplete. You pay the return postage unless the product is faulty or we sent the wrong item, and we recommend a tracked service because the product is your responsibility until it reaches us.

We refund to the original payment method within 14 days of receiving the product back, including the basic outbound delivery charge if there was one.

2. Tuning tools

This covers every tuning tool we sell, including Kess V3, Magic Motorsport Flex V2, Autotuner and ECP One, together with their licences, protocols and subscriptions.

A tuning tool can be returned for a refund within 14 days only while it is unregistered, unactivated and unused. Once a tool has been registered and activated with the manufacturer it cannot be returned for a refund. Activation ties the licence to you and the manufacturer will not release it, so the tool cannot be resold as new. If a registered tool develops a fault it is repaired or replaced under the manufacturer’s warranty; it is not refunded.

Software licences, protocol packs, credits and subscriptions are non-refundable once activated or issued.

3. Vehicle trackers

This covers Meta Trak, SmarTrack and any other tracker we supply or fit.

An unfitted tracker in its original packaging can be returned within 14 days. Once a tracker has been installed it cannot be returned for a refund. The unit has been fitted to your vehicle and registered with the monitoring provider in your name, so it cannot be resold. If an installed tracker is faulty it is replaced under warranty and refitted at no charge to you.

The monitoring subscription is a separate agreement between you and the tracker provider and is governed by their terms, not ours.

4. Immobilisers and alarms

This covers Pandora, CAN-Phantom and the other immobilisers and alarm systems we supply and fit.

An unfitted immobiliser or alarm in its original packaging can be returned within 14 days. Once an immobiliser or alarm has been fitted to your vehicle it cannot be returned for a refund. The unit has been installed, programmed to your vehicle and registered in your name, and the fitting work has been carried out. If a fitted unit is faulty we replace it under the manufacturer’s warranty and refit it at no charge to you.

5. Dash cameras

Thinkware and other dash cameras follow the same rule: an unfitted camera in its original packaging can be returned within 14 days, but once a camera has been hardwired into your vehicle it cannot be returned for a refund. A faulty camera is replaced under warranty and refitted free.

6. Van locks

Hykee, L4V and Van Guard locks are fitted permanently to the van’s bodywork. Once a lock has been fitted it cannot be returned for a refund. Unfitted locks in their original packaging can be returned within 14 days. A faulty lock is replaced under the manufacturer’s warranty and refitted free.

7. Mail-in services: airbag modules, ECUs and hybrid battery modules

Crash data resets, ECU and TCU cloning and hybrid battery module work are services rather than goods. You pay online before posting the unit to us. If we cannot complete the work, for example because the module is physically damaged or the ECU cannot be read, we refund your payment in full and post the unit back to you at no charge. Once the work has been completed and the unit returned, the service has been provided and is not refundable.

All mail-in work is covered by our workmanship guarantee: if a unit we have reset or cloned does not work in the vehicle it was ordered for, send it back and we put it right free of charge, or refund you if we cannot.

8. Workshop bookings and deposits

Bookings made online are secured with a deposit (£50, or £25 for airbag module workshop bookings) that comes off your final bill. Cancel or rearrange with at least 48 hours’ notice and the deposit is moved to a new date or refunded in full. Late cancellations and no-shows forfeit the deposit. Full details are in section 7 of our Terms & Conditions.

Remapping and coding work is covered by our lifetime software warranty, described in section 4 of the Terms. Software work is not refundable once carried out, but if you are unhappy with a remap we will always revisit it, adjust it or return the vehicle to standard.

9. Faulty products

If something we sold you develops a fault, contact us first so we can diagnose it. Most faults on fitted equipment are wiring or configuration issues we can fix at the workshop without replacing anything. Genuine hardware faults are handled under the manufacturer’s warranty: the product is repaired or replaced, and where we fitted it we refit the replacement at no charge. Where this policy says a product is replacement only, that reflects the product being registered, activated or fitted to your vehicle. Your statutory rights under the Consumer Rights Act 2015 are not affected by anything in this policy.

10. How to return something

Email customerservice@ecperformance.wales or call 01792 732 062 within the 14 days, telling us what you bought, when, and why you are returning it. We will confirm whether it qualifies and give you a returns reference. Then either bring it to the workshop or post it, well packed and tracked, to:

Refunds go back to the card or account you paid with, within 14 days of us receiving the product. If you paid a deposit and the balance in the workshop, both parts are refunded the same way they were paid.