REFUND AND RETURNS POLICY

Custom-made suspension

Most Thunderlane suspension products are made to the individual customer’s specifications. This may include vehicle configuration, vehicle weight, intended use, tyre choice, spring rates, damper valving, mounting configuration and other customer-specific requirements.

Where a product is made to your individual specifications or clearly personalised for you, the normal change-of-mind cancellation right for online purchases does not apply.

We will clearly identify custom-made products before your order is completed.

Please check all vehicle and specification information carefully before placing your order. You are responsible for ensuring that the information supplied to us is complete and accurate.

Cancelling a custom order

Contact us as soon as possible at info@thunderlane.uk if you need to cancel or change an order.

Where production has not yet begun, we may be able to cancel or amend the order.

Once design, specification, component ordering, assembly or production has begun, cancellation may not be possible. Where we agree to a cancellation, any deduction from the refund will be limited to reasonable costs and losses already incurred that cannot reasonably be recovered.

Standard products

For products that are not custom-made or personalised, you may cancel your order within 14 days of receiving it without giving a reason.

After notifying us, you must return the product within a further 14 days.

Products must be returned complete and, where reasonably possible, in their original condition and packaging. You may inspect the product as you would in a physical shop, but we may reduce the refund if its value has been reduced through unnecessary handling, installation, use or damage.

Unless the product is faulty, damaged or incorrect, you are responsible for the return shipping cost.

Faulty, damaged or incorrect products

Your statutory rights are not affected by this policy.

Contact us promptly if your product:

• arrives damaged;
• is faulty;
• is not as described;
• is not fit for the purpose agreed with us; or
• differs from the specification confirmed in your order.

Please include your order number, a description of the issue and clear photographs or videos where relevant.

We may ask you to stop using the product while the issue is investigated. Depending on the circumstances and your legal rights, we may offer a repair, replacement, price reduction or refund.

Damage caused by incorrect installation, impact, accident damage, misuse, unauthorised modification, incorrect adjustment, operation outside the agreed specification or failure to follow maintenance instructions is not considered a manufacturing fault.

Returns authorisation

Do not return a product without contacting us first.

Email info@thunderlane.uk to obtain return instructions and the correct return address. Products sent to an unauthorised address may be delayed or refused.

Refunds

Approved refunds will be issued to the original payment method.

For eligible change-of-mind returns, we will also refund the cost of our standard delivery option. Any additional cost paid for an enhanced or expedited delivery service will not normally be refunded.

We aim to process refunds promptly after the returned product has been received and inspected.