Please contact us in writing (Royal Mail or electronically) providing us with your order number, name and address details and the reason for return. A returns authorisation number will be given to you and once we are in receipt of your unwanted item, providing the above terms are met, a refund will be paid back into your bank account within 30 days. It is the customers responsibility for the cost and risk of loss or damage when returning any item/items therefore we recommend sufficient postal compensation is taken out to cover the items value.

Any correctly supplied item, excluding as mentioned above, will be subject to a 25% re-stocking fee which will be deducted from your refund. Please note that DVLA registration and De-registration fees are non-refundable.

These conditions do not apply for the return of damaged goods.

Where goods are simply unwanted and notification is received after the 7 day cooling off period, we will offer a credit note only to the value of the goods within 28 days of you receiving the goods.

E T James & Sons are not responsible for covering costs of returning goods.

Once the 28 day period has passed we have the right to refuse credits of any unwanted items.

Any issues regarding your order: please contact info@etjames-sons.co.uk or our parts department on +44 1597 810396.

Our opening hours are 9.00 am to 5.00pm Monday to Friday.

Faulty (excluding Motorised vehicles) / Damaged Goods

In the unfortunate event that your goods arrive damaged we require notification within 24 hours of receipt. We ask that if there is any evidence of damage to the parcel or package or if looks as though it has been tampered with, that the parcel is signed for as damaged. Signing to confirm (accepting) that the parcel was received in good condition when there is evidence of damage will hinder any claim for damage in transit and would result in us not being able to offer you compensation. If the item is damaged and there is no sign of damage in transit we will be happy to exchange the item or offer a full refund. Please contact our Customer Service team on +44 1597 810396 or via email at info@etjames-sons.co.uk. Should a replacement not be required please notify us and we will refund the cost of the damaged products. Please note that it may be necessary to provide photographic evidence of the damaged goods or in more severe cases, we may choose to collect the damaged products from you for Quality Review investigation.

Where goods are believed to be faulty, please notify us of your intent to return the goods in writing or by email within 24 hours. All goods believed to be faulty will be required for Quality Review. Once this item(s) have been received, a Quality Review Investigation will take place within 3-5 working days. Correspondence will be made directly with the customer.

E T James & Sons are not responsible for any Labour charges incurred during fitment or removal of suspected faulty parts.

Faulty Motorised Vehicles

All new motorised vehicles (Off road 2 wheel bikes, Quad bikes or Side by side’s) are sold with a manufacturers warranty (length of warranty varies between brands) which covers manufacturing defects.

Terms and Conditions of each individual brands’ warranty will be supplied at the time of purchase. Any faults or warranty queries must be reported as soon as they become apparent and the vehicle must be returned to E T James & Sons for warranty inspection.

E T James & Sons are NOT responsible for any costs involved in returning the vehicle to our workshops for this assessment not for possible loss of earnings or rental of a substitute vehicle.

We can offer a collection service if required however there will be a charge.

Returns Procedure

All returns should be wrapped securely in the same packaging in which the items were originally received, with the returns reference clearly displayed on the exterior. The returns reference will be supplied by our Customer Service team upon notification of the intention to return the goods.

Our return address is:

E T James & Sons, East Street, Rhayader, Powys, LD6 5DS

If the original packaging has been disposed of or is no longer suitable, goods must be wrapped in appropriate packaging to ensure that the goods arrive with us in their original condition. We reserve the right to refuse a credit/exchange for damages caused by insufficient packaging.

We recommend that returns are made via recorded delivery and/or that a proof of delivery of postage is obtained, in the unlikely event that we do not receive the parcel.

Exchanges will be processed within 1-3 working days (where possible) from the date the returned goods are received. Postal charges will be applied for any exchanges; these will be charged at the standard rate.

Where a refund is due, this will be processed onto the credit/debit card with which the purchase was made, within 30 days from the date the returned goods are received.