Refund and Returns Policy

At The Drivers HQ, we sell specialist car care products, detailing chemicals, accessories, tools and automotive products. Many of these items are liquid chemical products, concentrated formulas, aerosols, sealants, waxes, coatings or products that can no longer be resold once opened, used, contaminated, diluted, damaged or incorrectly stored.

We want every customer to be happy with their order, but we also have to protect the quality, safety and integrity of the products we supply.

This policy applies to purchases made from The Drivers HQ online store and, where relevant, in-store purchases.

Change of Mind Returns

If you have purchased online and wish to return an item because you have changed your mind, please contact us within 14 days of receiving your order.

To be eligible for a change of mind return, the item must be:

• Unused.
• Unopened.
• In its original packaging.
• In a clean, resaleable condition.
• Complete with all caps, seals, triggers, accessories, labels and packaging.
• Returned safely packaged to prevent damage or leaks in transit.
  

Once your return is received and inspected, we will confirm whether the return has been approved.

Please do not return any item without contacting us first.

Liquid Products, Chemicals and Detailing Products

Due to the nature of the products we sell, opened or used liquid products are not returnable simply because the customer does not like the way the product performs, smells, feels, applies, foams, beads, sheets, finishes, dilutes or behaves.

This includes, but is not limited to:

• Shampoos.
• Snow foams.
• Pre-washes.
• Wheel cleaners.
• Fallout removers.
• Tar removers.
• Dressings.
• Interior cleaners.
• Glass cleaners.
• Spray sealants.
• Wax products.
• Ceramic sprays.
• Compounds and polishes.
• Air fresheners.
• Fabric protectors.
• Leather cleaners and conditioners.
• Degreasers.
• Coatings and protection products.
  

Car care products can behave differently depending on application method, dilution ratio, surface condition, weather, temperature, previous protection, wash process and user technique. For this reason, we cannot accept a return because a product was not to personal preference once it has been opened or used.

If you are unsure which product is right for your vehicle, please contact us before ordering. We are always happy to help with product advice.

Non-Returnable Items

The following items cannot be returned unless they are faulty:

• Opened or used liquid products.
• Opened chemicals, aerosols, coatings, solvents or detailing products.
• Products with broken seals.
• Products that have leaked due to incorrect storage or handling after delivery.
• Products that have been diluted, mixed, decanted or transferred into another bottle.
• Products that have been contaminated.
• Used cloths, towels, wash mitts, pads, brushes or applicators.
• Machine polishing pads that have been opened or used.
• Special order items.
• Clearance items, unless faulty.
• Gift cards.
• Any item not in its original condition.
• Any item returned with missing parts, damaged packaging or signs of use.
  

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible at hello@thedrivershq.co.uk.

Please include:

• Your order number.
• A description of the issue.
• Clear photos of the product, packaging and shipping box.
• Photos of any leaks, damage or incorrect items.
  

If the item is confirmed to be faulty, damaged in transit or supplied incorrectly, we will arrange a suitable resolution. This may include a replacement, refund or alternative product depending on the situation.

Please do not dispose of the item or packaging until we have reviewed the issue, as this may be required for courier claims or supplier checks.

Product Performance and User Error

We cannot accept returns or issue refunds where a product has failed due to incorrect use, incorrect dilution, poor preparation, unsuitable application conditions, use on the wrong surface, contamination, poor storage or failure to follow the manufacturer’s instructions.

Examples include:

• Ceramic or spray protection applied to dirty or poorly prepared paintwork.
• Wheel cleaners used on unsuitable finishes.
• Chemicals allowed to dry on the surface.
• Products used in direct sunlight against instructions.
• Incorrect dilution of concentrated products.
• Coatings, sealants or waxes applied too heavily or removed incorrectly.
• Interior products used on unsuitable materials.
• Products stored in extreme heat, frost or direct sunlight.
  

If you are unsure how to use a product, please contact us before use. We would much rather help you get it right than have you waste a product.

Discretionary Returns and Restocking Charges

In some cases, we may choose to accept a return that falls outside our normal return conditions. This is entirely at our discretion.

Where we do accept a discretionary return, a restocking and handling deduction may apply. This will usually be between 30% and 65% of the product value, depending on the condition of the item, packaging, resaleability, admin time and any loss incurred.

This may apply to:

• Items returned outside the normal return period.
• Items with damaged packaging.
• Items that require inspection, cleaning, repacking or relabelling.
• Special order products.
• Trade or business-to-business orders.
• Items we agree to accept even though they cannot be sold again as new.
  

Any discretionary return must be agreed by us in writing before the item is sent back.

Business, Trade and B2B Orders

Orders placed by businesses, trade customers, professional users, garages, valeters, detailers, resellers or any customer purchasing for business use are classed as business-to-business orders.

Business-to-business orders are non-refundable unless the goods are faulty, damaged in transit, incorrectly supplied or otherwise agreed by us in writing.

Change of mind returns, unwanted products, incorrectly ordered items, over-ordered stock, opened products, used products and products that are no longer required are not eligible for refund on business-to-business orders.

Where we agree to accept a business-to-business return at our discretion, the item must be unused, unopened, in original packaging and in resaleable condition. A restocking and handling deduction of 30% to 65% may apply depending on the product type, condition, packaging, resaleability and admin involved.

Special order items, bulk orders, wholesale orders, clearance items and products ordered specifically for a business customer cannot be returned unless faulty or incorrectly supplied.

This does not affect any legal rights that apply to faulty, damaged or incorrectly supplied goods.

Return Shipping

Unless the item is faulty, damaged or incorrect, the customer is responsible for return shipping costs.

Original delivery charges are non-refundable unless the full order is cancelled within the applicable online cancellation period or the item is faulty, damaged or incorrect.

We recommend using a tracked and insured return service. We cannot be responsible for items lost or damaged on the way back to us.

Products must be packaged carefully. Leaking, damaged or poorly packaged returns may be refused or subject to a deduction.

Refunds

Once your return has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be processed back to the original payment method.

Please allow time for your bank, card provider or payment provider to process the refund after it has been issued.

Exchanges

We only offer exchanges where an item is faulty, damaged, incorrect or where we have agreed an exchange in writing.

If you ordered the wrong product, please contact us before opening it. Once a liquid product or chemical product has been opened or used, it cannot normally be exchanged.

In-Store Purchases

For purchases made in-store, change of mind returns are accepted at our discretion only.

Items must be unused, unopened, in original packaging and in resaleable condition.

Opened or used liquid products, chemicals, accessories, towels, pads and applicators cannot be returned unless faulty.

How to Start a Return

To request a return, please email:

hello@thedrivershq.co.uk

Please include:

• Your full name.
• Order number.
• Product name.
• Reason for return.
• Photos if the item is damaged, faulty or incorrect.
  

Please wait for confirmation before sending anything back.

Returns should be sent to:

The Drivers HQ
1A Shipley Court
Manners Industrial Estate
Ilkeston
DE7 8EF

Need Product Advice?

We know car care can be a minefield. If you are unsure which product is right for your paintwork, wheels, interior, ceramic coating, wrap, PPF or detailing process, please contact us before ordering.

We are more than happy to help you choose the correct product before you spend your money.