Refund policy

Returns Policy - Damaged Items Only

At UK Lubricants Ltd, we take great care in packaging and delivering your orders. We understand that sometimes, despite our best efforts, items may arrive damaged during transit. This policy outlines our procedure for returns and resolutions specifically for items that are damaged upon receipt.

Please note: We only accept returns for items that are damaged upon arrival. We do not accept returns for reasons other than damage (e.g., change of mind, incorrect size/grade of oil if the correct item was shipped, etc.).

1. Eligibility for Return (Damaged Items)

To be eligible for a return due to damage, the following conditions must be met:

  • Damage Upon Arrival: The item must be visibly damaged when you receive it.

  • Notification Period: You must notify us of the damage within 3 calendar days of receiving your order. We recommend inspecting your order immediately upon delivery.

  • Proof of Damage: Clear photographic or video evidence of the damage to both the item and its packaging (if applicable) is required.

  • Original Condition (where possible): The item should be returned in its original packaging, if feasible, along with all accessories, manuals, and free gifts that came with it.

2. How to Initiate a Return for Damaged Items

If your item arrives damaged, please follow these steps:

  1. Contact Us: Send an email to Sales@uklubricants.com within 3 calendar days of receiving your order.

  2. Provide Information: In your email, please include:

    • Your order number.

    • A detailed description of the damage.

    • Clear photographs or a short video showing the damage to the item and, if applicable, the shipping packaging. This is crucial for our assessment and for filing claims with shipping carriers.

  3. Await Instructions: Our customer service team will review your claim and respond with further instructions within 3 business days.

3. Return Process for Damaged Items

Once your claim is approved:

  • Return Shipping: We will provide you with a pre-paid shipping label and instructions on how to return the damaged item. Please do not send the item back without prior authorization and a provided label, as we will not be responsible for unauthorised returns or associated shipping costs.

  • Packaging: Securely package the item to prevent further damage during return transit.

  • Shipping: Drop off the package at the designated shipping carrier location.

4. Resolution Options

Upon receiving and inspecting the damaged item, we will offer one of the following resolutions, based on product availability and your preference:

  • Full Refund: A full refund to your original payment method. Please allow 7 - 10 business days for the refund to appear in your account after processing.

  • Replacement: A direct replacement of the damaged item, subject to availability.

  • Store Credit: Store credit of equal value to the damaged item.

5. Exclusions

This policy does not cover:

  • Damage caused by misuse, accidents, neglect, unauthorised repairs, or alterations.

  • Normal wear and tear.

  • Items not reported as damaged within the specified notification period.

  • Items for which adequate proof of damage (photos/videos) is not provided.

  • Returns for reasons other than damage upon arrival.

6. Contact Us

If you have any questions about our returns policy for damaged items, please contact us at:

Email: sales@uklubricants.com  Phone: 07895 729018 / 07903 808941 Business Hours: 8am - 7pm

UK Lubricants Ltd reserves the right to modify this policy at any time. Any changes will be posted on our website.