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Returns & Refunds Policy
Read our policy carefully before returning any items
Last updated: February 2026
This Returns & Refunds Policy applies to all purchases made directly through www.duelautocare.co.uk and should be read in conjunction with our Terms & Conditions.
1. Contact Before Returning
In the unlikely event that you experience an issue with a Duel Autocare product, you must contact us before returning any item.
Please contact us via:
- • Email: support@duelautocare.zendesk.com
- • Or via our Contact Us page
Returns sent without prior authorisation will not be accepted.
2. Eligibility for Returns
To be eligible for a return, all of the following conditions must be met:
It is the customer's responsibility to ensure returned items are packaged securely and returned safely.
- • The return request is made within 30 days of purchase
- • The item is unused, in the same condition as received
- • The item is in original, unopened packaging
- • Proof of purchase is provided
3. Return Process
Once a return has been approved by our team:
- • You must include a written explanation of the reason for return
- • The original invoice or proof of purchase must be enclosed
- • Items must be returned using a tracked or recorded delivery service
Return shipping costs are non-refundable, unless the return is due to our error.
4. Faulty, Damaged, or Incorrect Items
All issues relating to faulty, damaged, or incorrect items must be reported within the following timeframes:
- • Damaged items: within 48 hours of delivery
- • Missing items: within 10 days of delivery
Photographic evidence is mandatory in all cases and must be provided before a return is authorised.
Where a fault or error is confirmed:
- • We may offer a replacement or refund at our discretion
- • Any agreed return shipping costs will be reimbursed
5. Inspection & Processing
You will receive email confirmation once your return has been completed.
Once your return is received:
- • Items will be inspected within 3 working days
- • Approved refunds will be issued to the original payment method
- • Banks may take 3–5 working days to reflect the refund
6. Warranty
All Duel Autocare products and packaging are covered by a 3-month warranty from the date of purchase against manufacturing defects.
Normal deterioration through use does not constitute a fault.
This warranty excludes consumable items:
- • Microfibre towels
- • Wash mitts
- • Brushes
- • Pads
- • Any items subject to wear and tear through intended use
7. Consumer Right to Cancel (Distance Selling)
If you are a UK consumer, you have the legal right to cancel your order within 14 days of receiving your goods.
Refunds will be processed once returned items are received and inspected.
To exercise this right:
- • You must notify us in writing within the 14-day period
- • Items must be returned unused, unopened, and in original packaging
- • Return postage costs are your responsibility
8. TikTok Shop Orders
Orders placed via TikTok Shop are subject to TikTok's own returns and dispute process.
All TikTok returns must be initiated and approved through the TikTok platform.
Any items received without TikTok authorisation will be refused and returned to sender.
9. Exclusions
We do not accept returns for:
- • Items damaged through misuse, neglect, or failure to follow instructions
- • Normal wear and tear
- • Items returned outside the stated timeframes
- • Items returned without prior authorisation
10. Contact Us
If you have questions about returns or refunds, please contact: