Return and Refund Policy

Returns and Refund Policy – Precision Remaps UK

At Precision Remaps UK, we are committed to providing high-quality tuning, diagnostics, remapping, recovery, and related automotive services. This Returns and Refund Policy explains how returns, cancellations, refunds, and service issues are handled. By purchasing any product or booking any service with Precision Remaps UK, you agree to this policy together with our Terms and Conditions.

1. General Policy

Due to the nature of the products and services we provide, refunds and returns are handled differently depending on whether the purchase relates to:

• physical goods

• digital goods

• diagnostics

• remapping or tuning services

• bespoke or special-order items

• deposits and bookings

Nothing in this policy affects your statutory rights under applicable consumer law.

2. Physical Products

Physical products purchased from Precision Remaps UK may be returned within 14 calendar days of receipt, provided that all of the following conditions are met:

• the item is unused

• the item is undamaged

• the item is complete

• the item is in its original packaging

• the item remains in a resalable condition

• proof of purchase is provided

Returned items that are used, damaged, incomplete, incorrectly fitted, or not in a resalable condition may be refused or may be subject to a deduction from any refund to reflect the loss in value.

Unless the item is faulty, incorrect, or not as described, return postage costs are the responsibility of the customer.

3. Faulty, Damaged, or Incorrect Products

If you receive a product that is faulty, damaged in transit, incorrect, or not as described, you must notify us in writing within 7 days of delivery.

Where a product is confirmed to be faulty, incorrect, or not as described, we may, at our discretion:

• replace the item

• repair the item

• offer a refund

• offer store credit or an exchange where appropriate

In such cases, Precision Remaps UK will cover reasonable return postage costs or provide a suitable return method.

We may request photographs, serial numbers, fitting evidence, or further information before approving the return.

4. Non-Returnable Items

The following items are non-returnable and non-refundable unless faulty or required by law:

• custom-made or special-order goods

• electrical items that have been fitted, installed, programmed, or used

• opened software products, digital downloads, and tuning files

• bespoke remap files

• any item supplied specifically to the customer’s vehicle registration, VIN, ECU type, or hardware setup

5. Digital Products and Downloads

All digital goods, including but not limited to custom remap files, calibration files, software, downloads, data packages, and electronically supplied tuning content, are non-returnable and non-refundable once delivered, sent, uploaded, released, or made accessible to the customer.

This is because such products are bespoke, immediately consumable, and protected intellectual property.

By ordering digital goods from us, you acknowledge and agree that your right to cancel ends once the digital content has been supplied.

6. Diagnostics Services

Diagnostic services are chargeable professional services covering time, expertise, equipment use, reporting, testing, and fault-finding.

Diagnostic charges are non-refundable once the diagnostic process has begun, regardless of whether:

• the fault is intermittent

• further faults are later discovered

• the customer decides not to proceed with repairs

• the findings are not what the customer expected

A diagnostic service is a paid inspection and assessment process, not a guarantee of repair outcome unless expressly agreed in writing.

7. Remapping, Tuning, ECU and TCU Services

Remapping, tuning, ECU calibration, TCU calibration, coding, and software services are bespoke services supplied specifically for the customer’s vehicle. Once such a service has been performed, completed, uploaded, or installed, it is non-refundable.

This applies whether the service is carried out:

• at the customer’s location

• at a workshop

• by bench, boot, OBD, or direct programming

• using custom or modified files

• in conjunction with diagnostics or hardware work

Because these services are tailored to the individual vehicle, no refund will be issued merely because:

• the customer changes their mind

• the customer expected different results

• the vehicle later develops a mechanical fault

• a pre-existing weakness becomes apparent after tuning

• another garage gives a different opinion

• the customer sells the vehicle

• the customer does not like the way the vehicle drives after modification, where the supplied service matches the agreed specification

However, if a genuine software-related issue arises directly from our service, you must notify us within 7 days of the service date. We will be given a reasonable opportunity to inspect, diagnose, and where appropriate rectify the issue. Rectification may include:

• checking the vehicle

• reviewing data

• revising the file

• reapplying the original file

• making reasonable software adjustments

No refund will be considered unless Precision Remaps UK has first been given a reasonable opportunity to inspect and address the concern.

8. Mechanical Faults and Pre-Existing Issues

Precision Remaps UK does not provide refunds for issues arising from pre-existing faults, weak components, poor maintenance history, excessive mileage, undisclosed modifications, or mechanical wear.

This includes, but is not limited to:

• clutch slip or clutch failure

• dual mass flywheel issues

• turbocharger failure

• injector or fuel system faults

• boost leaks

• gearbox or drivetrain faults

• DPF, EGR, AdBlue, or sensor-related faults

• engine wear or poor compression

Tuning and calibration work can expose existing weaknesses in mechanical or drivetrain components. This does not in itself mean that the tuning service caused the fault.

For this reason, no refund is due where a vehicle has pre-existing or underlying issues that affect performance, reliability, drivability, or component life.

9. Deposits and Booking Fees

Deposits and booking fees are non-refundable unless we cancel the booking and are unable to offer a reasonable alternative appointment.

Deposits are taken to reserve time, staff, workshop capacity, travel allocation, and preparation work.

If a customer cancels, postpones, fails to attend, fails to provide access, fails to provide the correct vehicle, or is not ready at the agreed appointment time, the deposit may be retained to cover lost time and costs.

10. Cancellation Rights

For non-bespoke physical goods purchased remotely, customers may have cancellation rights under consumer law, subject to the exclusions in this policy.

For bespoke services, vehicle-specific software, tuning files, diagnostics, workshop time, and appointments, cancellation rights may be lost once work has begun, parts have been ordered, travel has commenced, or digital content has been supplied.

Where a customer asks us to begin work within the cancellation period, they agree that:

• work may begin immediately

• cancellation rights may be reduced or lost once performance has started

• reasonable charges may still apply for work carried out up to the point of cancellation

11. How to Raise a Return or Refund Request

To request a return or raise a concern, you must contact us in writing with:

• your full name

• vehicle registration if applicable

• order number or invoice number

• date of purchase or service

• description of the issue

• supporting photographs or evidence where relevant

Contact email: admin@precisionremapsuk.com

Items must not be returned without prior written authorisation.

Unauthorised returns may be refused.

12. Inspection and Verification

All returned items and all refund requests are subject to inspection and verification.

We reserve the right to:

• test returned parts

• confirm fitting status

• inspect for misuse or damage

• request diagnostic evidence

• review communication history, invoices, logs, and file records

• obtain supplier or manufacturer input where necessary

A refund will not be issued where a claim is found to arise from misuse, incorrect fitting, third-party interference, accidental damage, unauthorised modification, or vehicle-related issues unrelated to the supplied product or service.

13. Refund Processing

Approved refunds will be processed to the original payment method wherever possible.

Please allow 7 to 10 business days from the date of approval for the refund to be processed, although banking providers may take longer to clear funds.

We reserve the right to deduct:

• fitting or labour costs already incurred

• diagnostic time already used

• travel costs already incurred

• payment processing fees where legally permitted

• any reduction in value caused by handling beyond what is necessary to inspect goods

14. Chargebacks and Payment Disputes

Customers must contact Precision Remaps UK first before initiating a chargeback or payment dispute with their bank, card provider, or finance provider.

Where a chargeback is raised without first giving us a reasonable opportunity to resolve the matter, we reserve the right to contest the claim fully and rely on all available evidence, including:

• invoices

• booking confirmations

• signed approvals

• messages

• diagnostic records

• ECU or software logs

• GPS or attendance evidence

• photographs and videos

Where a chargeback is unsuccessful or found to be unjustified, we reserve the right to recover the outstanding balance, administrative costs, and any associated legal or recovery costs.

15. Goodwill Gestures

Any refund, discount, contribution, free adjustment, recovery assistance, labour contribution, or other assistance provided by Precision Remaps UK as a gesture of goodwill is offered strictly without admission of liability.

A goodwill gesture does not create any ongoing obligation and does not set a precedent for future claims.

16. Limitation of This Policy

This policy applies only to products and services supplied directly by Precision Remaps UK.

We are not responsible for:

• third-party parts warranties

• third-party workshop labour

• third-party courier delays

• manufacturer warranty decisions

• insurance outcomes

• dealer software overwrites

• mechanical failures unrelated to our direct workmanship

17. Contact Details

If you have any questions or need assistance regarding a return, refund request, or service concern, please contact:

Precision Remaps UK
Email: admin@precisionremapsuk.com

We aim to handle all concerns fairly, transparently, and professionally, and we ask customers to give us a reasonable opportunity to review and respond before escalating a dispute publicly or through a payment provider.