Refund policy

REFUND POLICY

 

We recognise that sometimes you may want to return an item to us. If this is the case, please refer to the below information regarding returns.

If you need further information please either call us on +44 1565 872834 or email sales@suspensionsecrets.co.uk and we will do our best to help.

If required, you can download the returns form directly from our website within our returns policy.

Returns Policy

  1. Return Due To Change Of Mind

Suspension Secrets will accept returns due to change of mind as long as a request to return is received by us within 14 days of receipt of the item and is returned to us in original packaging, unused and in re-sellable condition. Return shipping will be paid at the customer's expense and will be required to arrange their own shipping. We unfortunately are not able to refund the value of any original shipping paid.

Please note that any returns due to not paying import or customs fees that you as the recipient are responsible for at the point of import into your domestic country will be charged a 10% restocking fee on all products including Suspension Secrets products, on top of the shipping costs. If you wish for the products to be re-shipped after they have been returned to us then shipping will be charged to the customer. 

Please note that for any orders of KW branded products there is a 10% restocking fee that is imposed on all returns. This cost will be subtracted from your refund. 

Once returns are received, have undergone the relevant quality control checks and approved, refunds will be processed to the original payment method within 3-5 business for the United Kingdom and 5-10 business for other countries. We will notify you once this has been completed via email.

During sales, the sale discounts are only valid for new orders placed during the specified sale period and cannot be retrospectively applied to backorders. 

For all parts sold where custom work was done, for example, Nitron and Moton products, these are sold at the customer's own risk. This means we cannot offer any refunds, returns or exchanges if you change your mind. Due to the nature of custom work, we do not hold stock of them as we order them on a case-by-case basis. For any other queries please get in touch with us directly via email.

 

  1. Warranty Returns

Suspension Secrets will honour any valid warranty claims, please refer to our warranty policy below . Customers will be required to pre-pay the return shipping, however, we will reimburse you upon successful warranty claim. Upon return receipt of items for a warranty claim, we shall endeavour to process your warranty claim within 7 days.

Once the warranty claim is confirmed, have the following options:

(a) Refund to your original payment method (Only available for returns within 30 days of receipt of product)

(b) A replacement item sent to you (covered under our Lifetime Warranty policy)

 

Frequently Asked Questions

  1. How do I return an item?

Simply pack the item well in a taped and secure box, ideally in the same manner as how you received it from us, in its original condition. Fill in the returns form included in your order and insert this into the box as well. Ship your return order back to us within 15 days of receipt in order to receive a full refund excluding original delivery fees.

We aim to process refunds within 14 working days of receiving the item. Please note that the customer is responsible for the cost of returning an unwanted item and returning it to us safely in its original condition. We cannot offer a full refund if the product is damaged during shipping or does not reach us due to unforeseen shipping issues. The amount refundable is determined following the relevant quality control checks, once received by Suspension Secrets.

 

  1. What is the returns address?

    Suspension Secrets, Unit 18, Kell Green Hall Farm, Marthall, Knutsford, WA16 7SL

 

  1. How do I open a warranty claim?

Contact us at sales@suspensionsecrets.co.uk and we will guide you through the process.

  1. When will I receive my refund once I return my order?

Once we receive your order back and if the refund request is approved, it usually takes 1-3 days to be processed and a further 1-2 days after this to appear in your bank account, between countries in the EU and UK. Usually, it is less time than this, however, we cannot guarantee it. This time can vary a lot depending on your bank and other circumstances. It usually takes around 2-5 working days for an international payment to clear, but it can in some cases take longer. Email us at sales@suspensionsecrets.co.uk if you’re concerned and we will do our best to assist you. 

 

WARRANTY POLICY

  

Suspension Secrets Product Warranty

As standard, all Suspension Secrets products listed on our website come with an unrivalled Lifetime Product Warranty, unless otherwise stated in the product description or above. The Lifetime Warranty only applies to the first/initial owner of the products. Our Lifetime Warranty only covers any Suspension Secrets products that were purchased after 01/04/2024 (1st April 2024). Our Lifetime Warranty also includes the bearings within the products which will be replaced should they fail at any time during ownership for the initial buyer.  Please note, in the event of a bearing replacement only the bearings will be supplied as all Suspension Secrets products are fully servicable.

To have a successful warranty claim, please read the following terms below to ensure your warranty claim is valid:

  • The product(s) have been deemed correctly fitted to your car by Suspension Secrets.
  • A manufacture’s defect is present and not an issue caused by the customer.
  • A product that we believe was supplied by us. We cannot assist with a product that was not sold by us or an accredited trader/distributer directly to you.

 

Performance Products Warranty


For performance parts, please see individual listings as different manufacturers will offer their own warranty duration. Refer to the manufacturer website for more detailed information on their terms and conditions. If you are having issues with a part, please contact us first and we will do our best to assist you.
Please note that certain products require a 10% restocking such as KW Suspension products as per their returns policy.

Custom / Made to Order Products

For all parts sold where custom work was done, for example certain coilovers that are made to order, such as Nitron and Moton. This means we cannot offer any refunds, returns, exchanges or credit if you no longer need or want the part. Due to the nature of custom work, we do not hold stock of them as we order them on a case by case basis. For any other queries please get in touch with our customer support team via email.  

Product Fitment Guarantee

We unfortunately cannot claim any responsibility for unforeseeable mishaps resulting from product fitment by our customers.

If you are based in the United Kingdom, we recommend all products to be fitted by us, or one of our approved partners to ensure the products are fitted both correctly and safely. If you choose to take your vehicle to an alternative provider for fitting, this is at the customers risk and we cannot control how our products are installed. We therefore shall not bear any responsibility for errors caused due to a third party fitting products incorrectly purchased from Suspension Secrets.

 Associated Labour Costs 

Should a defect occur with the product during use, please contact our team via email who will advise you of the necessary steps to take. If the fault in the product is found to be due to defective materials or manufacture, we will repair or replace the defective part(s) free of charge. 

This guarantee does not cover any shipping costs or labour fees incurred during the removal and refitting of the product(s), or any loss or damage caused by such defect. We can only replace a defective product(s) but not reimburse you for any labour costs associated with the installation of the original product(s).

Please note any damage caused to the vehicle or other components due to the failure of one of our components is at the owners risk and will not be covered or reimbursed by this policy. 

This guarantee is not transferable and covers only the original purchaser of the product(s).