I run Better Car Lighting entirely on my own. When you order from me, I try very hard to give you my full attention and as much advice as you need to establish what will do the job you have in mind best. I also go to some lengths to ensure that I do not hold you up by making sure that where possible, orders get sent out the same day if received early enough. Your order will take priority over my admin tasks, housekeeping, stock ordering, tech support and all of the many other things that need to be done to keep operating.

If you have to return items, either for exchange or a refund, I cannot deal with those with the same priority as orders, some of which are urgently needed for trade customers who need to stick to a diary schedule and depend on timely deliveries.

Also, if items are returned without enough information for me to know what I have to do with them, they will go to the back of the queue. Some people optimistically expect me to remember details of one telephone conversation amongst dozens, days or even weeks later. Sorry, but that does not work. I need to know 

1. who sent the items, 
2. why? 
• Are they faulty? 
• If yes, is it intermittent?
• Is it the wrong part? 
• If so, what would be the correct part? 
3. Do you want to exchange it or get a refund?

If items are to be refunded, I have to jump through certain hoops. I cannot refund for items which were supplied in perfect condition and which are now unsaleable, and I cannot put any items back into stock without being satisfied that they are still in perfect condition. When they are, I am legally required to raise a credit note, get that to you and get back confirmation that can be filed (not a telephone call) that it is correct and you agree with it. Then I can refund you via the same method of payment that you used to pay originally. If that was card or bank transfer, I will need to get the details from you again, as it would not be good practice for me to store them.

Unless parts are faulty or wrong, I am not legally obliged to refund for returned items after 14 days, but in over 20 years, I have never let that stop me. I want to be helpful, but sometimes I need a little patience from you.