Delivery and Returns
Normally, orders placed on a business working day before 14:00 (UK time) will be processed on that day. Orders placed after 14:00 (UK time) may be processed the following business working day. Any orders processed outside of normal business opening hours will be processed on the next business working day.
PLEASE NOTE:
UK :
ALL DELIVERIES WILL TAKE PLACE DURING NORMAL BUSINESS WORKING DAYS, MONDAY TO FRIDAY 9AM to 6PM.
INTERNATIONAL:
ALL DELIVERIES WILL TAKE PLACE DURING NORMAL BUSINESS WORKING DAYS, MONDAY TO FRIDAY 9AM to 6PM.
UK mainland deliveries, once you have placed your order and goods are in stock, you can expect delivery within the next two to three working days. For overseas orders, the estimated delivery time will be dependant on your location and chosen delivery method. This is providing that your preferred payment method has cleared the necessary funds at time of order.
Where goods are not in stock, customers will be notified in the first instance via email, with an estimated date of delivery. If this estimated delivery date is acceptable to you, your order will be processed as normal once we have your items ready for shipping. If you have paid by a card for multiple items, and the estimated delivery date is not acceptable for one of the items, your card will be credited with the difference of the item that is not in stock. If you have paid by cheque for one item, and that estimated delivery date is not acceptable, your cheque will be returned to you. If you have paid by cheque for multiple items, and the estimated delivery date is not acceptable for one of the items, your cheque will be deposited into our bank. A cheque made payable to you, will refund any difference, and will be posted to you once your cheque has cleared.
Delivery Charges
This table is a guide to the shipping options that you can choose from.
Click here to view the Delivery Pricing Tables
Returns
EBC Brakes Direct Ltd are committed to offering you, the customer, the best possible service we can. However, if something does go wrong, we aim to rectify any problems as soon as we physically can. All returns will be processed within 14 days of receipt of the returned goods.
Important - Return of Brake Kits
If you have an issue with a brake kit or any of its components, you must return the entire brake kit for a refund or exchange. Individual components from a kit will not be accepted as a return and will not be credited until we receive the full kit components.
Cancelling An Order
Should you wish to cancel your order with us, you can do so by sending an email to cancel.order@ebcbrakesdirect.com.
You must quote your order reference number on ALL correspondence, you also need to include your name, home address, delivery address of the goods if different to home address, contact details and a description of the items to be cancelled or state whole order. It would also be helpful to us, if you could indicate why you are cancelling. As long as your order has not been shipped, there will be no cost to you. If your order has already been despatched, you can still return it, but under the guidelines given in "EU Distance Selling Law".
Shipping Damage
EACH item you order is already in EBC Brakes' packaging and then placed inside another form of packaging.
If you find that the goods appear to have been damaged during shipping, you must notify us in writing within 5 days of delivery.
No shipping damage claims will be accepted after 5 days of the goods being delivered. This can be via email, letter posted to our address or by fax. You must quote your order reference number on ALL correspondence, you also need to include your name, home address, delivery address of the goods if different to home address, contact details and a description of the damage to which items ordered.
Once we have received this written confirmation, we will arrange a mutually convenient date to collect the goods. Once the goods have been delivered to us, we will complete an inspection. After confirmation of your claim, we will either refund your payment, or arrange for a replacement item to be shipped to you. Subject to sufficient shipping insurance cover.
It is most unlikely that the goods will be damaged in transit, although it is possible.
Delivery Insurance
Where it has been proven that the courier company is responsible for the loss or damage to your goods, they will only be responsible up to the level of insurance you have specified at the time of order. EBC Brakes Direct Limited will not be liable for any difference between your chosen insured value and the value of the goods ordered.
By default, when the order total exceeds the standard included insurance for the chosen shipping method, additional insurance is applied to the order.
Standard insurance is £8.33 per kilo or £60, whichever is greater. Additional insurance for larger orders can be purchased at £3.95.
Incorrect Item Ordered
If you have ordered the wrong item for your car, bike, kart or mountain bike, we will exchange the goods for the correct ones or provide a refund. This will be subject to a restocking fee of 15% of the goods value. Sealed product boxes that have been opened cannot be re-sold. You will also be responsible for shipping the goods back to us and for the shipping costs of the correct goods back to you. If there is a difference in price for the correct goods you will be charged or credited, depending on the prices.
If you have ordered the wrong item because the data held in our database is incorrect compared to EBC Brakes' catalogue, we will provide a refund or replacement, free of any additional costs. We will also offer you FREE UK shipping (to the same delivery address) on your next order as a gesture of goodwill as this should not happen.
Brake Kits - When ordering a brake kit, please ensure BEFORE FITTING that the items you have ordered are correct for your vehicle. If you have an issue with a brake kit or any of its components, you must return the entire brake kit for a refund or exchange. Individual components from a kit will not be accepted as a return and will not be credited until we receive the full kit components.
Multiple Choices
There are a few circumstances where there could be more than one choice in the make / model / engine / year selection process. This is typically where a manufacturer has changed the specification of a part. We have to cater for both parts for both specifications, but it is up to the customer to check their vehicle technical specifications for the product ordered. Where an incorrect part has been ordered and supplied in these circumstances, it will be the responsibility of the customer to ship the incorrect item back to us for a refund of the goods ordered less 20% restocking fee if a sealed box has been opened. No refund of the original shipping costs will be given. If a replacement part is required, additional shipping costs must be paid by the customer.
Incorrect Goods Shipped
If we have sent you the wrong goods, i.e. the product code that you have ordered does not match the product code of the item that you have received, we will arrange for collection of the goods and replace with the correct item free of any charges. We will also offer you FREE shipping (to the same delivery address) on your next order as a gesture of goodwill, as this should not happen.
EU Distance Selling Laws
Under the "EU Distance Selling" laws, you the consumer have a "right to cancel" the order, within 14 working days. Should you wish to do this, you will be responsible for the item/s to be returned to us in their original UNOPENED packaging. Once the items have been returned to us they will be inspected for any damage. Providing that there is no damage, you will be credited the amount paid including initial delivery costs, in the same way that we received the funds from you. This process will happen within 30 days of us receiving your returned goods.
If you have used the goods in anyway, you have deemed to accept the goods, and the goods cannot be returned under "right to cancel" guidelines above.
If the packaging has been opened, and you wish to return the goods, under the "Right to Cancel", then the goods can still be returned, as outlined above, but will be subject to a 20% restocking fee. Once goods have been opened it is illegal to sell them to another consumer again, unless they have been re-boxed, in new packaging.
Unwanted Goods
Goods purchased from us, which are now no longer required, may only be returned to us within 14 days from the date of delivery. Within this time frame, unwanted items can be returned to us under the “Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013”.
Faulty Goods
Goods sold from EBC Brakes Direct Limited are subject to the original manufacturers warranty terms and conditions. However, should the products arrive, and they are clearly faulty, then you should contact us in writing within 5 days of delivery. We will accept no faulty goods claims, after 5 days of the goods being delivered. This does not affect your warranty with the original manufacturer. This can be via email, letter posted to our address or by fax. You must quote your order reference number on ALL correspondence, you also need to include your name, home address, delivery address of the goods if different to home address, contact details and a description of the faulty item ordered.
Once we have received this written confirmation, we will arrange a mutually convenient date to arrange collection of the goods to us. Once the goods have been delivered to us, we will complete an inspection. After confirmation of your claim, we will either refund your payment, or arrange for a replacement item to be shipped to you.
Incorrect Quantity Delivered
For discrepancies regarding quantity you must notify us in writing, by email or post within five days of delivery. You must quote your order reference number on ALL correspondence, you also need to include your name, home address, delivery address of the goods if different to home address, contact details and which items are missing.
We shall then investigate your claim with the courier company concerned. Providing your claim is of a genuine nature, we shall at your option either refund the cost of the item/s or send the item/s to you at no cost to you.
IMPORTANT NOTE:
ANY CLAIMS, WHICH PROVE TO BE FRAUDULENT, WILL BE REPORTED TO THE RELEVANT AUTHORITIES, IN THE RELEVANT COUNTRY, IMMEDIATELY. WE WILL ASSIST THE INVESTIGATING PARTIES IN EVERY FORM POSSIBLE.
