These terms explain how you can buy from The Drivers HQ, online and at our Ilkeston store. Please read them before you place an order. They apply together with our Delivery & Shipping policy, our Refund and Returns Policy and our Privacy Policy.
Nothing in these terms affects your legal rights as a consumer.
About Us
The Drivers HQ is the trading name of The Drivers HQ Ltd, a company registered in England and Wales under company number 12514864.
Our registered office and store: 1A Shipley Court, Manners Industrial Estate, Ilkeston, Derbyshire, DE7 8EF.
You can contact us by email at hello@thedrivershq.co.uk or by telephone on 01332 480571.
Who These Terms Apply To
These terms apply to every order placed through thedrivershq.co.uk and, where stated, to purchases made in our store.
If you buy as a consumer, you have the legal rights described in these terms. If you buy for a business, including as a TDHQ Trade member, the sections marked for business customers also apply.
Your Customer Account
You can check out as a guest or with a TDHQ customer account. If you create an account, please keep your email address up to date and do not share access to it. You are responsible for orders placed through your account.
We may suspend an account that is used fraudulently or in breach of these terms.
Products and Product Information
We sell car care products, detailing chemicals, tools, accessories and car lifestyle products made by other brands, as well as our own TDHQ products.
Product images are for illustration. Manufacturers sometimes change packaging, labels or bottle designs without notice, so the item you receive may look slightly different from the picture. The product itself will match its description.
Always read the manufacturer's label and instructions before use. Many products are chemicals: keep them away from children, store them as the label says, test on a small hidden area first and follow any safety information on the product.
Any product advice we give, online, in store, by email or on WhatsApp, is given in good faith to help you choose. The manufacturer's instructions always take priority.
Prices and VAT
All prices are in pounds sterling (GBP) and include VAT at the current rate.
Delivery charges are not included in product prices. They are shown at checkout before you pay.
We work hard to show the right price. If a product is clearly listed at the wrong price, we will contact you before your order is accepted, and you can choose to continue at the correct price or cancel for a full refund.
Placing an Order
When you place an order, you will receive an email confirming that we have received it. This confirmation is not yet our acceptance.
Our contract with you starts when we confirm that your order has been dispatched, or for Click & Collect, when we confirm that your order is ready to collect.
We may decline or cancel an order before that point, for example if a product is out of stock, if there is a pricing error, or if we cannot confirm the payment or delivery details. If we cancel, we will tell you and refund any payment in full.
Payment
Payment is taken securely at checkout. The payment methods available for your order are shown at checkout.
If you choose a pay-later or instalment option, such as Klarna or Clearpay, that provider's own terms also apply to your agreement with them.
We do not see or store your full card details.
Delivery and Click & Collect
Delivery options, charges and timescales are explained on our Delivery & Shipping page. Click & Collect from our Ilkeston store is explained on our Click & Collect page.
The products become your responsibility once they are delivered to your address, or collected, and they belong to you once we have received full payment.
Your Right to Cancel an Online Order
If you are a consumer and bought online, you can cancel your order for any reason within 14 days of the day you receive the products. Tell us by email at hello@thedrivershq.co.uk with your order number. You then have a further 14 days to send the products back.
You may handle a product as you would in a shop to check it, but please do not open sealed chemicals, use products or remove seals. If a product comes back used, opened beyond what was needed to check it, or damaged, we may reduce your refund to reflect the loss in value.
The right to cancel does not apply to goods sealed for health protection or hygiene reasons once unsealed after delivery, goods that have been mixed with other items after delivery, or items made or personalised to your specification.
We will refund the price of the products and the standard delivery charge you paid, within 14 days of receiving the products back or of receiving proof that you sent them, whichever is sooner. Unless the products are faulty or incorrect, you pay the cost of returning them.
The full process, including how to start a return and which items cannot be returned, is set out in our Refund and Returns Policy.
Faulty, Damaged or Incorrect Products
If a product is faulty, damaged in transit or not what you ordered, please contact us as soon as possible at hello@thedrivershq.co.uk with your order number and clear photographs.
As a consumer, you have rights under the Consumer Rights Act 2015. Products must be as described, fit for purpose and of satisfactory quality. If they are not, you are entitled to a repair, replacement or refund depending on the circumstances and how long you have had them.
A product is not faulty because it has been used incorrectly, diluted wrongly, applied in unsuitable conditions or stored against the manufacturer's instructions.
HQ Rewards
HQ Rewards is our loyalty programme. How points are earned and redeemed, and what does not earn points, is explained on the HQ Rewards page. Points have no cash value and cannot be exchanged for money.
Trade and Business Customers
TDHQ Trade Membership is for eligible automotive businesses. Membership benefits and conditions are set out on the TDHQ Trade Membership page.
If you buy for a business, the consumer rights to cancel described above do not apply. Returns are handled under our Refund and Returns Policy.
Reviews and Content You Send Us
When you post a review, photo or video, you confirm it is your own honest experience and that you have the right to share it. You allow us to show it on our website and in our marketing, with your first name or display name.
We do not publish reviews that are offensive, unlawful, unrelated to the product or that contain personal information. We may remove content that breaks these rules.
Our Website Content
The content of this website, including text, photographs, graphics and our TDHQ branding, belongs to us or to the brands we sell. You may not copy or reuse it for commercial purposes without our written permission.
Our Responsibility to You
If we fail to meet these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our failure. We are not responsible for loss or damage that is not foreseeable.
If you are a business customer, we are not liable for loss of profit, loss of business, business interruption or loss of business opportunity.
We do not exclude or limit our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud, and for breach of your legal rights in relation to the products.
Events Outside Our Control
We are not responsible for delays caused by events outside our reasonable control, such as severe weather, courier network disruption or supplier failures. If this happens, we will contact you, and you may cancel an order that has not yet been dispatched for a full refund.
Changes to These Terms
We may update these terms from time to time. The version shown on this page when you place your order is the one that applies to that order.
Law and Disputes
These terms are governed by the law of England and Wales. If you are a consumer, you can bring a claim in the courts of England and Wales, or if you live in Scotland or Northern Ireland, in the courts of the country where you live.
If you have a complaint, please contact us first at hello@thedrivershq.co.uk. We will always try to put things right.
Contact Us
The Drivers HQ Ltd
1A Shipley Court, Manners Industrial Estate, Ilkeston, Derbyshire, DE7 8EF
Email: hello@thedrivershq.co.uk
Telephone: 01332 480571