Returns & Cancellation Policy


At Fox and Faolan Ltd, we are committed to ensuring our customers are satisfied with their purchase. However, please note that once a vehicle has been collected, you do not have an automatic right to return it or cancel the purchase unless there is a proven issue with the vehicle.

 

This is our standard returns policy and does not fall under the same terms as a Distance Selling Policy. Distance Selling regulations apply only to vehicles purchased without viewing, test driving, or collecting in person. As all of our customers have visited our site, viewed/test driven the vehicle, and collected in person, the terms below apply.

 

In line with the Consumer Rights Act 2015, we must be given the opportunity to investigate and repair any faults before a refund is considered. The process is as follows:


Step 1: Investigation

 

  • If you experience an issue, the vehicle must first be inspected by a VAT-registered garage.
  • If the vehicle is covered under the complimentary 6-month warranty or an extended warranty you have purchased, a claim should be raised in line with the warranty provider’s terms.


Step 2: Repair Under Warranty

 

  • If a fault is diagnosed and is covered by your warranty, the vehicle must be repaired under the terms of that cover.
  • Repairs will be carried out at no cost to you (subject to the warranty conditions).
 
Step 3: Further Issues

 

  • If the issue persists after repair, the vehicle must be returned to Fox and Faolan Ltd for further investigation.
  • We are entitled to attempt further repairs and must be given a reasonable opportunity to rectify the issue.
  • If the vehicle cannot be repaired after reasonable attempts, we will look to arrange a refund.


Refunds


If a refund is agreed, the following conditions and deductions may apply:

  • Mileage: Any mileage over 200 miles within the first 14 days will be charged at £2 per mile.
  • Time of Ownership: After 14 days, mileage charges at £2 per mile will apply from the date of collection.
  • Condition: Deductions will also be made for any damage not present at the time of sale (e.g. wheels, paintwork, or interior), which can be confirmed against our pre-sale images and documentation.
  • Paperwork & Keys: Refunds will only be processed once the vehicle has been returned along with all relevant items, including the V5C logbook, service history, and both keys (if the vehicle was supplied with 2 or more).
  • Additional Owners (after 14 days): If the V5C has been updated to include an additional owner and the vehicle is returned after 14 days from the date of collection, this will reduce the vehicle’s retail valuation and will be taken into account when calculating the refund.
  • Timescale: Refunds will be made within 14 days of us receiving the vehicle and all associated paperwork/keys.


Summary

  • Customers cannot return or reject a vehicle unless a genuine fault is present.
  • Fox and Faolan Ltd must be given the opportunity to inspect and repair before any refund is considered.
  • Refunds will only be issued if the vehicle cannot be repaired, and any refund will be subject to mileage, condition, ownership history, and documentation requirements.
  • This is a standard on-site sales policy and does not fall under Distance Selling terms.