I haven’t received my log book from the DVLA, can I still return the car?

Yes! Just send it to us via recorded mail, or bring it to the same store you returned the car to, once you receive it. Because we can’t sell the car without the log book, we’ll reserve £99 from your refund until we receive it from you.

I part exchanged a car to pay for the car I’m returning, do I still get a full refund?

Absolutely – you’ll still get a full refund of the purchase price. Please be aware that we won’t be able to give you your part exchanged car back.

How long does it take to get a refund once I’ve returned a car?

When you return the car, our associates will do some quick checks and make sure that you’ve stuck to our Fair Use policy. If it’s all done and dusted before 2pm, we’ll process the refund the same day. Otherwise the refund will be processed the next working day. Depending on who you bank with, it could take up to 5 working days for the funds to appear in your account.

I’m waiting for my refund and can’t see it in my account. What do I do?

First things first, please do double check with your bank. Sometimes large payments can be subject to extra security checks by your bank which might be causing the delay. If your bank can’t see the payment yet, get in touch with one of our associates and we’ll have a look into it for you.

I bought my car using finance obtained via Car Store, can I still return it?

Absolutely! We’ll simply refund the amount to your finance provider instead of your bank account and get it all settled for you.

I bought my car using finance obtained elsewhere, can I still return it?

Yep – we’ll just refund the purchase price of the car to your bank account as normal. You’ll need to arrange to settle the finance with your provider, so be sure to get in touch with them to let them know you’re returning the car as soon as possible. It’s always best to do this within the cooling off period for your finance.

Do I need to return the car with the same amount of fuel?

Please make sure the tank isn’t empty by the time it reaches our store since we’ll need to run some checks before we can issue a refund. Don’t worry if the fuel level is lower than it was when you picked it up. For electric cars, please make sure there’s enough charge to get to our store +10 miles.

What happens if I’ve caused damage to the car during the 14-day period?

We’ll need to charge you for the cost to repair the car. If that damage is extreme and we wouldn’t be able to sell the car (for example, because it’s been in a crash), we won’t be able to return it under the 14-day money back guarantee and you’ll need to claim on your insurance instead.

Terms applicable to Home Delivery

If the vehicle is purchased at a distance within the meaning of The Consumer Contracts (Information Cancellation and Additional Charges) Regulations 2013, the customer may within 14 working days of delivery cancel the contract and require the seller to refund the purchase price. In this instance, the customer must keep the goods in a reasonable condition and return the goods or make them available for collection, pay the company’s reasonable costs of collection, where the vehicle odometer records more than 250 miles travelled from the odometer reading at delivery (as shown on the invoice) the sum of £1 per mile over 250 miles, and the reasonable costs of any rectification works for damage caused to the vehicle whilst in the customer's possession.

Delivery and collection

1.1 Delivery of the vehicle shall be deemed to have been made when the company supplies to the customer the vehicle and the vehicle invoice;

1.2 Delivery shall be made at a time and date agreed between the company and the customer within dealership opening hours and specified in the order confirmation. Any dates quoted for delivery and collection for the goods are approximate only and the company shall not be liable for any delay in delivery of the goods. Times for delivery and collection shall not be of the essence unless previously agreed by the company in writing. The goods may be delivered by the company in advance of the quoted delivery date.

1.3 If the company fails to deliver the goods for any reason other than any cause beyond the company’s reasonable control or the customer’s fault, the company shall not be liable to the customer, beyond reimbursement of the purchase price paid by the customer as set out on the vehicle invoice.

1.4 If the customer fails to take delivery of the goods or fails to give the company adequate delivery instructions at the time stated for delivery (otherwise than by reason of any cause beyond the customer’s reasonable control or by reason of the company’s fault) then, without prejudice to any other right or remedy available to the company, the company may:

1.4.1 store the goods until actual delivery and charge the customer for the reasonable costs (including insurance) of storage; or

1.4.2 terminate the contract