Delivery and returns

1. Delivery

We dispatch orders within 2 working days, and standard postage is a 48-hour tracked Royal Mail service - so you get a tracking number and can see where it is.

If you need something by a particular date, say so when you order or ask us first. Small team, quick question - and far easier to sort before the parcel leaves than after.

Shipping outside the UK

We do ship abroad, including to Ireland and the rest of Europe. Orders outside the UK go as international shipping, so cost and delivery time are worked out at the checkout rather than the 48-hour service above.

Anything going outside the UK may attract import duty or local taxes on arrival. The destination country sets those and they are yours to pay - we cannot collect or refund them. Want the cost confirmed before you commit? Ask us and we will price it.

2. The 30-day window

You have 30 days from the day your order arrives to tell us you would like to return it. That covers changing your mind - no reason needed, and nothing to justify to us.

To be returnable, the item must be:

• unused, and
• in a condition we could sell again - complete, undamaged, and with its original packaging.

Control panels and modules are electronics that go into a vehicle, so “resellable” is doing real work there: a unit that has been wired in, drilled for, mounted, or had its adhesive backing removed is no longer something we can sell to somebody else.

If you are not sure whether something counts, ask us before you fit it. We would far rather answer that question than turn a return down.

3. How to start one - and the return reference

Email info@savvyvan.com and tell us your order number and what you would like to send back.

⚠️ Every parcel that comes back to us needs a return reference, and that includes repairs. We will give you one when we agree the return or the repair. Write it on the outside of the parcel and put it on the paperwork inside.

Please do not post anything before you have one. A parcel with no reference cannot be matched to an order or to a person: we do not know whose it is, what is wrong with it, or where to send it back. Unreferenced parcels are refused at the door or returned to sender, and we cannot process, repair or refund anything we cannot identify.

None of that is us being awkward, and none of it takes a legal right away from you - see section 7. If you have already sent something without a reference, tell us and we will do our best to find it.

Once we have agreed the return we will send you instructions and, where it applies, a returns label. Returns come to:

SavvyVan LTD
1st Floor, 76 Town Street
Horsforth, Leeds
LS18 4AP

Postage, and who carries the risk

⚠️ A parcel is your responsibility until it reaches us, so please send it tracked and insured for what it is worth. We cannot refund or repair something that never arrives, and we are not able to cover a parcel lost or damaged on its way to us by a carrier you chose. Keep the proof of postage - it is what a claim against the carrier rests on.

Who pays depends on why it is coming back, and this is the part the law is specific about:

• Changed your mind. You cover the postage back to us, and the parcel is your responsibility until it arrives.
• Faulty, damaged in transit, or not what you ordered. We cover the cost of getting it back to us. Ask us before you post it and we will either send a label or tell you what to book, and then it is on us rather than on you.
• A warranty repair. In the UK we cover both ways for the first six months; after that, you cover the postage to us and we cover it back. Outside the UK, the postage to us is always yours. The warranty has the detail.

4. If it arrived damaged, faulty or wrong

This is a different thing from changing your mind, and the 30-day condition above does not apply to it.

Check your order when it arrives and contact us straight away if anything is defective, damaged in transit, or not what you ordered. Tell us what has happened and we will put it right.

Faults that appear later are covered by the warranty - 12 months as standard, and on a SavvyVan3 panel a further 12 months free if you register it inside the first year.

5. Exchanges

The quickest route to the thing you actually want is to return what you have and order the replacement separately, rather than waiting for one to turn into the other. Order the new item whenever suits; the refund follows once the old one is back with us.

6. Refunds

We will let you know once your return has arrived and been checked, and whether the refund has been approved.

Approved refunds go back to the original payment method within 10 working days. Your bank or card issuer may then take a few days more to show it, which is out of our hands.

If more than 15 working days have passed since we told you a refund was approved and you still cannot see it, email info@savvyvan.com and we will chase it.

7. Your statutory rights

Nothing on this page takes away a right the law gives you.

If you bought as a consumer at a distance - online, by phone, or anywhere other than face to face - you have a statutory right to cancel within 14 days of receiving the goods, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Our 30-day window above is longer than that and offered on top of it, not instead of it.

You also have rights under the Consumer Rights Act 2015 if goods are faulty, not as described, or not fit for purpose. The consumer terms cover those, and the complaints procedure is there if you are unhappy with how we have handled something.

If you are buying as a business rather than as a consumer, the trade terms apply instead and the statutory consumer rights above do not.

About the return reference and the postage. The reference is how we identify a parcel, not a condition on your rights: if you have a statutory claim we will honour it, and asking for a reference first is us making sure the right box reaches the right person. Where the law puts the cost of return on us - faulty goods, goods not as described, or goods rejected under the Consumer Rights Act 2015 - we pay it, and you should ask us for a label rather than being out of pocket.

8. Questions

Any question at all about a return - before or after you have bought something - email info@savvyvan.com or use the contact form. There are seven of us and somebody will answer properly.