Parts Returns Policy
1. Who This Policy Applies To
This policy applies to business customers only — that is, any person or entity purchasing wholly in the course of a trade, business, craft or profession. It does not apply to private individuals purchasing as consumers.
2. Standard Returns
We accept returns of goods subject to the following conditions:
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You must submit a return request within 30 days of the delivery date.
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Goods must be unused, uninstalled, and in their original undamaged packaging with all fixings and documentation included.
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You must obtain a Returns Authorisation Number (“RAN”) from us before sending any goods back. Returns received without a valid RAN will not be accepted or processed.
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You are responsible for the cost of return carriage.
Returns will not be accepted outside these conditions. Return requests must be submitted, and goods received back at our premises, within 45 days of the date of delivery. Requests made or goods received after this date will be refused.
Title and risk in the goods remain with you at all times until the goods are physically received back at our premises and your return has been accepted by us in writing. You are responsible for ensuring goods are adequately and securely packaged for return transit. We accept no liability for goods lost or damaged whilst in transit to us. We recommend using a tracked and insured service.
To request a RAN, email us at admin@maxi-low.com quoting your order number and reason for return, or call us on 01509 275 999 during business hours (Mon–Fri 09:00–17:00).
3. Faulty or Incorrectly Supplied Goods
If goods arrive faulty, damaged in transit, or do not match your order:
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You must notify us within 7 days of delivery by email to admin@maxi-low.com.
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Please include your order number, a clear description of the issue, and photographs evidencing the fault or damage.
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We will arrange collection of the goods at our cost and, at our discretion, issue a replacement or a credit note to the value of the original invoice.
Returns of faulty or incorrectly supplied goods will not be accepted outside these conditions. You must notify us within 7 days of delivery and ensure goods are available for collection within 45 days of the date of delivery. Claims made or goods not made available for collection after these dates may be refused.
Title and risk in the goods remain with you until they are collected by our nominated carrier. You are responsible for ensuring the goods are adequately packaged and made available for collection at the agreed time. Once collected by our nominated carrier, risk passes to us.
4. Non-Returnable Items
The following items cannot be returned unless they are faulty or incorrectly supplied:
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Bespoke, personalised, or custom-made items or special-order items not held in standard stock.
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Sealed items that cannot be returned for safety or hygiene reasons once opened, including fluids, sealants, and lubricants.
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Any part that has been installed, used, modified, or shows any evidence of fitting.
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Items returned without a valid RAN.
5. Credits and Refunds
Approved returns will be resolved by way of a credit note applied to your account or, where agreed with us in writing, a refund to your original payment method.
Credits and refunds will be processed within 14 days of our receipt and satisfactory inspection of the returned goods. Refund timescales may vary depending on your bank or payment provider.
6. Contact
Returns email address
Telephone number
01509 275 999 Mon–Fri 09:00–17:00
Returns address
Maxi-Low (UK) Limited, 1 Messenger Close, Loughborough, Leicestershire, LE11 5SR