Returns and exchanges
A large part of this catalogue is built to order for one specific car. Stocked items can come back within fourteen days if they remain as new, but made-to-order kits cannot be returned once production starts.
Stocked items can come back within 14 days if they are unused, uninstalled and in the original undamaged packaging. Made to order brake kits cannot. Contact us for a returns form before you post anything.
Made to order kits cannot be returned
This is the paragraph that catches people out, so it goes first rather than last.
Big brake kits and braking components are custom hand made to order. They are therefore non returnable, due to the specialist nature of the products. Payment is what starts that build.
Wheel clearance is the single most common reason a kit turns out to be wrong. Send us a photograph of the wheel face and the back of the spokes, with the size, and we will confirm what clears before you commit. Ring 0115 9893488. It takes two minutes and it is free.
None of this is designed as a trap. It is simply what happens when a caliper bracket is machined for one hub carrier and one wheel. We would far rather spend five minutes on the phone with you first than have the conversation afterwards, when neither of us has a good option.
What we can and cannot take back
We can accept back
- Stocked items returned within 14 days of delivery
- Goods in as new condition, in the original undamaged packaging
- Items opened only to inspect them, under the Distance Selling Regulations
- Anything that arrived damaged in transit, reported within 5 days
- Faulty items, once we have investigated and found no other solution
We cannot accept back
- Big brake kits and braking components made to order
- Special order items and anything made to your specification
- Products that have been used, installed or bolted to a surface
- Anything damaged or marked while in your possession
- Any product returned without proof of purchase
- Orders where a service has already begun, such as an airfreighted item from a USA supplier
The 14 day window
If you change your mind after delivery we are happy to refund or exchange, as long as the product is unopened and in its original packaging. That option is open for 14 days from delivery.
Under the Distance Selling Regulations we will also take stocked items back where you have opened the goods to inspect them. You are entitled to a refund provided the goods are returned within 14 working days from the day of delivery. They must be in an as new condition, in the original undamaged packaging, and must not have been used or installed.
While the goods are with you, you are asked to take reasonable care of them and not to use them.
The refund covers the cost of the product less the delivery charge paid on stocked items. We keep the right to retain any charge paid for services that have already begun or been completed.
The goods become unsealed after delivery, or are used, installed, damaged or marked. Every order is inspected and photographed when it is signed back into our showroom, so its condition on arrival is a matter of record rather than opinion.
Damaged or faulty on arrival
It arrived damaged in transit
5 daysTo report it- Contact us straight away, and by email so it is in writing
- Do not use the product, for your own safety
- We arrange a free of charge collection
- You choose a refund or a replacement
- Reported after 5 days from delivery, we cannot process the claim
It is faulty
No time limit statedContact us as soon as you can- We investigate and try to find a solution first
- If there is no solution, we replace the item free of charge
- Photographs and a description of the fault speed this up
- No discount or compensation is offered alongside a replacement
We will not be liable for any loss or damage suffered through a delay in delivery. GSM Performance is also not responsible for any labour charges incurred during fitment or removal of allegedly faulty or incorrectly supplied parts. Further detail is in our terms and conditions.
Special orders and back orders
Special order and back order items fall under section one of our terms and conditions, which imposes a 15% handling charge plus postage and packaging.
That covers what it costs us to bring in something specifically for you and then unwind it. It applies to items ordered in on your behalf rather than to anything held in stock.
How to send it back
Do not post anything before you have spoken to us and have a form.
Contact us first
Ring 0115 9893488 or email Sales@GSMPerformance.co.uk. We will confirm whether the item is returnable and issue the returns and exchange form with the address to use. Parcels that arrive without a form take much longer to deal with.
Fill the form in completely
Every section, then read the terms and tick “I understand and agree to the terms and conditions”. We cannot process a claim on a part completed form. Put the form in the parcel with the item.
Pack it properly, in the original box
Items must be securely packaged to avoid damage on the way back, in the original box. If an item is returned without sufficient packaging, or unboxed, and is damaged in transit, the return is rejected and any claim with the courier is void.
Send it insured
Insure it for what it is worth. Brake components are heavy and the boxes take a beating. When it arrives it is inspected and photographed as it is signed back into the showroom.
Cancelling before delivery
If you want to cancel before delivery, ring us immediately rather than emailing. On a made to order kit there is a window before the manufacturer starts the build, and it is measured in hours rather than days.
On the call we will go through whether you would rather have a different product sent instead or a refund, and whether the order has already reached the point where a handling charge applies.
Common questions about returns
Can I return a big brake kit?▾
Not if it was made to order, which most are. Big brake kits and braking components are custom hand made to order for a specific vehicle, so they cannot go back on a shelf. This is why we push so hard on confirming fitment before you buy.
What can I return?▾
Stocked items, within 14 days of delivery, provided they are unused, uninstalled and in the original undamaged packaging. Under the Distance Selling Regulations we will take stocked items back even where you have opened them to inspect them.
How long does a refund take?▾
Three to five working days to reach your payment card once the return has been signed back in and inspected. The refund covers the product cost less the delivery charge paid on stocked items.
My kit arrived damaged.▾
Tell us within five days of delivery, do not use the product, and email us so it is in writing. We arrange a free of charge collection and then either replace it or refund it. Photographs of the damage and the outer packaging help a great deal.
What is the 15% handling charge?▾
It applies to special order and back order items, which fall under section one of our terms and conditions. It is 15% of the item value plus postage and packaging, and it exists because those items were bought in specifically for you.
My brakes are faulty.▾
Contact us as soon as you can so we can investigate and try to find a solution. If no solution is available we replace the item free of charge. We do not offer a replacement with any additional discount or compensation.
Will you cover my garage’s labour?▾
No. We are not responsible for labour charges incurred during fitment or removal of allegedly faulty or incorrectly supplied parts, and we are not liable for loss caused by a delay in delivery. Further detail is in our terms and conditions.
Can I cancel before delivery?▾
Ring us immediately rather than emailing. On a made to order kit there is a window before the build starts, and it is measured in hours rather than days. We will talk through whether an alternative product or a refund suits better.
Ask before you post it back
A two minute call tells you whether the item is returnable and gets the form out to you the same day. It also stops parcels arriving here that we then have to send straight back.
Call 0115 9893488Message usRead the full terms