Returns, Cancellations & Refunds Policy

Last updated: 9 October 2026

Eco Tuning Ltd, trading as Mobile Eco Tuning

This policy applies to purchases from Eco Tuning Ltd, trading as Mobile Eco Tuning. Nothing in this policy limits any statutory rights that apply to you.

1. Consumer and Business Purchases

A consumer is an individual purchasing wholly or mainly for purposes outside their trade, business, craft or profession.

Purchases made wholly or mainly for commercial, trade or professional purposes are business purchases. This normally includes orders placed for a garage, workshop, company, partnership or other commercial organisation.

Different return and cancellation rules apply to consumer and business purchases.

2. Consumer Cancellations

A consumer purchasing goods online or by telephone may normally cancel without giving a reason.

• You must notify us within 14 days after the day on which you, or a person nominated by you, receives the goods.
• If goods from one order are delivered separately, the period ends 14 days after the final item is received.
• You must return the goods within 14 days after notifying us of your cancellation.

This right is subject to the exclusions and conditions set out below.

3. Requesting and Returning an Order

To cancel or request a return, send a clear statement to [email protected] or write to the address below.

Please include your name, contact details, order number and the product concerned. You do not have to give a reason for a qualifying consumer cancellation. If goods are faulty, damaged or incorrectly supplied, please provide details and photographs where reasonably possible so that we can investigate.

We may issue an RMA number to identify and process the return. This is an administrative reference and does not affect your statutory rights or make a valid cancellation dependent upon receiving an RMA number.

Unless we arrange collection or provide another address, returns should be sent to:

You are normally responsible for the direct cost of returning goods following a consumer change-of-mind cancellation. Goods must be packaged securely, using an appropriately tracked and insured service. Please retain proof of posting.

For goods that cannot normally be returned by post, the applicable estimated return or collection cost will be provided with the relevant product, quotation or ordering information before purchase.

If goods are faulty, damaged in transit, misdescribed or incorrectly supplied, contact us before returning them. We will confirm the appropriate arrangements and, where required, cover reasonable return costs.

4. Returned Goods and Refunds

You may handle goods only to the extent reasonably necessary to establish their nature, characteristics and functioning.

We may inspect and test returned goods and verify their condition, serial number, activation status, supplied accessories and account or licence registration.

Where permitted by law, we may reduce a refund to reflect the actual loss in value caused by handling beyond what was reasonably necessary. This may include loss resulting from use, installation, activation, registration, damage, contamination, alteration, incomplete packaging or missing parts and accessories.

For a qualifying cancellation, we will refund the price paid and the cost of our least expensive standard delivery service where the complete order is cancelled. Additional costs for enhanced, timed, weekend or premium delivery are not refundable beyond the standard delivery amount.

Refunds will normally be made using the original payment method. For returned goods, the refund will be issued within 14 days after we receive the goods or you provide evidence that they were returned, whichever occurs first.

Your bank or payment provider may require additional time to show the refund in your account.

5. Faulty, Damaged or Incorrect Goods

If goods are faulty, damaged, misdescribed, incorrectly supplied or otherwise fail to meet applicable legal requirements, contact us as soon as reasonably possible.

We may request proof of purchase and information reasonably needed to inspect, test or diagnose the reported issue. Depending on the circumstances and applicable law, the remedy may include repair, replacement, refund or price reduction.

Damage caused by misuse, unsuitable installation, unauthorised alteration, unsuitable power supplies, failure to follow operating instructions or attempted repair by an unauthorised person may not constitute an inherent product fault.

A manufacturer’s warranty or guarantee is additional to, and does not replace, applicable statutory rights.

6. Digital, Activated and Bespoke Products

Digital products include software, downloads, updates, licence keys, activation files, subscriptions, online access and files supplied electronically.

Digital supply will not normally begin during a consumer cancellation period unless you expressly request immediate supply and acknowledge that your cancellation right will be lost when supply begins.

Once digital content has been supplied, downloaded, activated or made available following the required consent and acknowledgement, the change-of-mind cancellation right may be lost.

Physical equipment may be registered to a user, business, serial number, email address, supplier account or non-transferable licence. Do not register or activate equipment until you have decided to keep it. Registration or activation may reduce its resale value, and any lawful deduction will reflect the actual resulting loss in value.

The right to cancel may not apply to goods made to your specifications or clearly personalised for you. Any applicable restriction will be identified before purchase.

These provisions do not remove applicable rights where a product is faulty, misdescribed or incorrectly supplied.

7. Services

Consumers normally have 14 days from entering a distance service contract in which to cancel.

If you expressly request that a service begins during that period, you may be required to pay a proportionate amount for work completed before cancellation.

If a service is fully performed during the cancellation period following your express request and acknowledgement, the right to cancel may be lost.

This may apply to file services, software configuration, registration, installation, training, diagnostics, technical work and custom programming.

8. Remapping & Tuning Satisfaction Guarantee

Mobile Eco Tuning offers a voluntary 14-day satisfaction guarantee on qualifying remapping services.

If you are not satisfied, we will return your vehicle as closely as reasonably possible to its software state immediately before the remap and refund the purchase price, less an £85 charge for technician time and operational costs.

• The request must be made within 14 days after completion of the remapping service.
• You must provide the receipt or other proof of purchase.
• You must take the vehicle to your nearest participating Mobile Eco Tuning technician at your cost.
• If you ask a technician to travel to you, an additional call-out charge may apply and will be confirmed beforehand.

This voluntary guarantee does not limit your statutory rights. The £85 charge will not apply where you have a statutory right to a full refund because the service was not provided with reasonable care and skill or otherwise as agreed.

9. Business and Trade Returns

Consumer change-of-mind cancellation rights do not apply to purchases made wholly or mainly for business purposes.

Non-faulty business purchases may only be returned with our prior written agreement. Where we agree to accept such a return, we may apply a reasonable restocking charge reflecting inspection, testing, administration, repackaging and any reduction in resale value. The applicable charge will be confirmed before the return is authorised.

Business customers must inspect deliveries promptly and notify us as soon as reasonably possible of visible damage, shortages or incorrect products.

10. Deposits, Pre-Orders, Finance and International Returns

Cancellation and refund arrangements for deposits and pre-orders depend on the type of purchase, whether work has begun and whether the product is standard, bespoke or specially manufactured. Any applicable restriction or lawful charge will be explained before the order is confirmed.

If an order is funded through a finance provider, cancellation may also affect the connected finance agreement. You should contact Mobile Eco Tuning and the finance provider promptly.

International customers must contact us before returning goods. Unless goods are faulty or we agree otherwise, the customer is responsible for return carriage, suitable insurance, customs documentation, duties, taxes and associated handling charges.

Returned goods must be correctly identified as returned merchandise. Additional mandatory consumer protections may apply according to the customer’s country.

11. Model Cancellation Form

You may use this form to cancel a qualifying consumer contract. Use of the form is optional. Any other clear statement communicating your decision to cancel is acceptable.

12. Contact and Policy Updates

We may update this policy to reflect changes to our products, services, processes or applicable law. The policy in force when an order was placed will normally apply to that order.

For return, cancellation and refund enquiries, contact:

• Telephone: +44 1934 644427
• Email: [email protected]

Need to arrange a return?

Contact us with your order number before sending goods.

+44 1934 644427

[email protected]