Policies

This page contains an outline of our policies for payments, shipping and returns.

Payments

Payment methods

Our usual method of accepting payment is by credit or debit card, either online through our website, or by telephone. Please note that we cannot accept telephone orders from overseas customers, the order must be completed and successfully authenticated online. We sometimes accept/require payment by bank transfer or cleared cheque, this applies especially to higher value International orders.

Deferred payment

We use a 'deferred' method of card payment authentication via our online payment processor, 'SagePay'. This means that your card will be checked for security and available funds at the time you place your order but will only be charged once we have manually accepted the transaction and confirmed that your order will be despatched that day.

Shipping
 

UK

Shipping costs are usually calculated automatically based on quantity of plugs ordered (i.e. on average plug weight) and added to the cart total during checkout. This doesn't apply for courier delivery which is charged at a 'flat rate'.

We aim to send out all orders the same day if received before 12 Noon, Monday to Friday. Please allow three business days for delivery. Some less commonly requested parts will need to be back ordered - in this case delivery will usually be within five business days.

Non UK VAT rules

Please see our page about Zero rating VAT and exports if you are outside the EU or are a non UK business customer with a registered VAT number.

Channel Islands

Special note regarding the Channel Islands: Orders to the Channel islands can only be sent by recorded or registered post, UK VAT regulations require that we have evidence of despatch to the Channel Islands. As such there may be an additional charge to cover the additional postage service costs. VAT will be manually refunded to Channel Islands customers.

International Shipping

International shipping by Royal Mail airmail is currently available to European destinations at approximate cost price. Payment can only be made in UK £ (pounds sterling). Please ensure that you select the appropriate shipping zone in your shopping cart when placing an order.

International orders will only be sent to the cardholder's billing address. Shipping to an address other than the card holder's registered address is not permitted.

International orders of a high value are always subject to approval and may require special shipping arrangements/terms. Payment by bank wire transfer in UK £ (GBP) may be required.

Countries to which we do not ship include Asia, Africa, Russia, Romania, USA, Canada.

Please see our page about Zero rated VAT and exports if you are outside the EU or are a non UK business customer with a registered VAT number.

Estimated Shipping Times

UK First Class: 1-3 days (Mon-Sat). This also applies to First Class, recorded delivery items.

UK Special Delivery: Next working day (Mon-Fri) before 1PM. Royal Mail do not guarantee special delivery on a Saturday although delivery should always be attempted. Certain parts of Scotland are guaranteed before 5:30 next day and others only guaranteed within two or three working days. Please email if you require more details.

UK Domestic Courier (FedEx): FedEx is only offered as a cost effective 'flat rate' option for heavy orders which would otherwise be uneconomical to send by Royal Mail services (i.e. over 2Kg estimated). For the majority of the UK mainland delivery should be attempted the next working day, for orders received before 2PM, providing stock is readily available. Some remote areas such as the Scottish Highlands may take an extra day or two. Please contact us if you wish to use the FedEx option. FedEx to Northern Ireland is charged at International rather than domestic rate.

International Airmail (Europe): 3-5 working days following the day of posting, dependant on the country of destination.

Returns Policy
 

Damaged Goods

Every possible care is taken to ensure that goods are in perfect condition when despatched. Please contact us for a returns authorisation number immediately upon receipt of goods which appear faulty or damaged in transit. Regrettably we cannot offer refund or exchange for any goods which have been used, regapped or damaged due to abuse/improper fitting procedures. Any returns MUST be made within 30 days of receipt. Please also see 'Returns for any/all reasons' at the bottom of this page.

Incorrect Parts - Our Fault

If you receive parts which you consider to be incorrect for your vehicle please contact us to arrange the return of your order. If the error is ours we will provide a full refund or exchange including standard postage and suitable insurance upon receipt of the parts. It is essential that you do not attempt to fit the parts in this case and that you return them in good condition in original packaging and insured for a suitable value. Any returns must be made within 30 days of receipt. Please also see 'Returns for any/all reasons' below.

Incorrect Parts - Your fault

If you have ordered incorrect parts for your vehicle and wish to make an exchange/part exchange for the correct items please contact us to arrange the return of your order. We will exchange parts at our discretion, with cost adjustment either way, providing we receive them back asap, in perfect condition and in original packaging. In this case the customer will be responsible for all postal charges including adequate insurance. Any returns MUST be made within 30 days of receipt. Please also see 'Returns for any/all reasons' at the bottom of this page.

Goods no longer required

A 15% restock charge will be levied on any order returned to us as 'no longer required'. Some special order parts (e.g. race plugs and industrial plugs) are non returnable. Please contact us to arrange the return of your order. Please also see 'Returns for any/all reasons' at the bottom of this page.

Warranty Claims

Parts which are suspected faulty may be returned to the manufacturer, via Sparkplugs Ltd, for assessment providing that the parts were purchased from us and the claim falls under the acceptable claims category. Please note that we will only replace or refund faulty parts, i.e. we will not replace a set of four plugs if one plug is found to be faulty.

Acceptable Warranty Claims

Examples of acceptable warranty claims are plugs or products which appear damaged upon receipt (before fitting) or plugs which have failed upon correct installation where no other system may be the cause of failure. A failure due to a manufacturing fault is virtually unheard of, due to stringent quality control, therefore please be certain that you have a genuine claim before proceeding.

Unacceptable Warranty Claims

Examples of unacceptable claims are plugs being damaged due to improper installation procedure or carelessness, damage to centre electrodes through careless regapping (particularly Iridium parts), damage due to improper plug type selection (e.g. incorrect heat range or unsuitable tip configuration selected), damage caused to plugs due to failure or incorrect operation of other components (e.g. failed or intermittent injectors). Erosion to insulator material is usually caused by incorrect heat range or excessively projected firing tip configuration, shattering of insulator material is usually caused by faulty or incorrectly set up injectors (thermal shock fracture) or incorrect installation torque affecting thermal transfer rates. Please also see 'Returns for any/all reasons' at the bottom of this page.

Returns for any/all reasons - general guidance

The safe return of goods is your responsibility and as such we recommend that you use a tracked service (recorded delivery or higher if insurance is required for high value goods), the bearer of the cost of return is to be determined by the guidelines above. We cannot take responsibility for goods returned to us which are lost in transit.