1. Introduction to These Terms
1.1 Scope of These Terms
These terms and conditions outline the basis on which we provide goods, services, or digital content to you.
1.2 Importance of Reading
Please review these terms carefully before placing an order. They explain who we are, how we deliver goods or services, how either party may alter or cancel the agreement, what to do in case of issues, and other essential details. If you believe there’s an error in these terms, please get in touch to discuss it.
1.3 Consumer or Business Customer?
Certain rights may vary depending on whether you’re purchasing as a business or a consumer. You’re considered a consumer if:
- 1.3.1 You are an individual, and
- 1.3.2 You’re purchasing primarily for personal use, not in relation to a trade, business, or profession.
1.4 Entire Agreement for Business Customers
If you’re a business customer, these terms represent the full agreement between us. You confirm that you have not relied on any statements, representations, or warranties not explicitly included in these terms.
2. About ECU Repairs and How to Contact Us
2.1 Who We Are
We are ECU Repairs, operating from:
Unit 102 Heaver House, 12 East Street, Epsom, Surrey, KT17 1HX, United Kingdom
Phone: 0208 853 5000
2.2 How to Contact Us
You can reach our customer service team at the above phone number or via email at support@ecurepairs.com.
2.3 How We’ll Contact You
We may contact you via phone, email, or post using the details you provided with your order.
2.4 Definition of “Writing”
Any reference to “writing” or “written” includes emails.
3. Our Agreement With You
3.1 Order Acceptance
Your order becomes binding when we confirm acceptance by phone, email, or in writing.
3.2 If We Cannot Accept Your Order
Should we be unable to fulfil your order, we will notify you and will not charge you. Possible reasons include stock shortages, resource limitations, pricing errors, or unachievable delivery schedules.
3.3 Order Number
Once your order is accepted, we’ll provide an order number. Please reference this number in any communications about your order.
4. Products and Services
4.1 Fulfilment of Orders
We will deliver goods or services in accordance with the details provided in your order.
4.2 Product Representation
Images on our website or brochure are for illustrative purposes only. While we aim for accuracy, colour or design may vary slightly.
4.3 Packaging
Product packaging may differ from what is shown online or in printed materials.
5. Making Changes to Your Order
If you’d like to modify your order, contact us. We’ll let you know if it’s possible and how it might affect pricing, timelines, or other details. If changes aren’t possible or unacceptable to you, you may opt to cancel the order (see Section 8). Special order items cannot be cancelled and are non-refundable. We will always make you aware when your order is subject to special order.
6. Changes We May Make
6.1 Minor Changes
We may make minor adjustments to:
- 6.1.1 Comply with legal or regulatory updates.
- 6.1.2 Implement technical improvements, such as security enhancements.
These updates won’t significantly impact your use of our products or services.
6.2 Major Changes
For more significant changes to the terms or services, we will inform you. You can cancel the contract before these changes take effect and receive a refund for any goods or services paid for but not received.
7. Delivery and Fulfilment
7.1 Delivery Charges
Delivery costs will be clearly stated during the order process—whether communicated by phone, in our brochure, via email, or on our website.
7.2 Timing of Fulfilment
- 7.2.1 Goods: We aim to dispatch your order promptly and no later than 30 days after acceptance.
- 7.2.2 Services: Services will begin as agreed during the ordering process, with an estimated completion time shared at that point.
7.3 Delays Outside Our Control
We’ll inform you of delays and do our best to minimise impact. You may cancel your order and receive a refund if there is a significant delay.
7.4 Collection
We currently do not facilitate collections. All orders are sent/received by postal/courier services.
7.5 Failed Delivery
If you’re unavailable for delivery, the courier will leave a notice for re-delivery or depot collection.
7.6 Non-delivery
Failure to re-arrange delivery may lead to storage charges. If attempts to contact you fail, we may cancel the order (see clause 12.2).
7.7 Access for Services
If we are unable to provide services due to denied access and you do not provide a valid reason, we may charge extra costs or cancel the agreement.
7.8 Responsibility for Goods
Responsibility for the goods transfers to you upon delivery.
7.9 Ownership of Goods
You become the legal owner once we receive full payment.
7.10 Missing Information
If we need information from you to provide services and you fail to supply it, we may charge for delays or cancel the order.
7.11 Reasons for Suspending Services
We may suspend services or delivery to:
- 7.11.1 Resolve technical issues
- 7.11.2 Comply with legal changes
- 7.11.3 Reflect your requested or notified changes
7.12 Non-payment
Failure to pay within 7 days after a reminder may result in service suspension. We won’t charge you during this period, but we may charge interest on overdue payments.
8. Cancelling the Contract
8.1 Your Right to Cancel
You can cancel your contract under the following conditions:
- 8.1.1 The product is faulty or misdescribed (see clause 14 for consumers or clause 15 for businesses)
- 8.1.2 You’re cancelling due to our actions (see 8.2)
- 8.1.3 As a consumer, you’ve changed your mind within the 14-day period (see 8.3)
- 8.1.4 In other scenarios, see clause 8.6
8.2 Cancelling Due to Our Actions
You may cancel immediately and receive a full refund if:
- 8.2.1 You don’t agree with a change to terms or products
- 8.2.2 There’s a pricing or description error
- 8.2.3 There are long-term delays you were not made aware of
- 8.2.4 We suspend services for over 3 months
- 8.2.5 We breach the agreement
8.3 Changing Your Mind (Consumers Only)
Under the Consumer Contracts Regulations 2013, you have 14 days to cancel most remote purchases for a full refund. Some conditions apply.
8.4 Exceptions to Right of Withdrawal
You cannot cancel for:
- 8.4.1 Custom or personalised goods
- 8.4.2 Completed services
- 8.4.3 Goods inseparably mixed with others after delivery
8.5 Cancellation Timeframe
- 8.5.1 Services: You have 14 days from our acceptance email. Once services are complete, cancellation isn’t permitted.
- 8.5.2 Goods: You have 14 days after receiving the goods, or the final part of a split delivery.
8.6 Ending a Contract Without Fault or Right to Cancel
Even if you’re not entitled to cancel by law, you can still end the agreement early by notifying us. You’ll receive a refund for undelivered services or goods, less any reasonable costs incurred.
9. How to Cancel
9.1 Notification
To cancel:
- Phone or Email: Call 0208 853 5000 or email support@ecurepairs.com
- Post: Write to us at ECU Repairs, Unit 102 Heaver House, 12 East Street, Epsom, Surrey, KT17 1HX. Include your name, address, and order details.
10. Return of Goods
10.1 Returning Goods After Ending the Contract
If you decide to cancel the contract after goods have been dispatched or received, you must return them to us. You may either return the goods in person, post them back to us, or (if they are not suitable for posting) allow us to collect them. To arrange a return label or collection, please call us on 0208 853 5000 or email support@ecurepairs.com.
If you are a consumer exercising your right to change your mind, you must return the goods within 14 days of notifying us of your decision to end the contract.
10.2 When We Will Cover Return Costs
We will pay the cost of return if:
- 10.2.1 The goods or services are faulty or not as described;
- 10.2.2 You are ending the contract because of a change to the goods or services, an error in pricing or description, a delay due to factors outside our control, or another legal reason caused by us.
In all other cases—including if you are a consumer changing your mind—you are responsible for return costs.
10.3 Collection Charges
If you’re responsible for return costs and we collect the goods from you, we will charge the direct cost of collection. This charge will match our standard delivery fees, as communicated to you by phone or email.
11. Refunds
11.1 How We Refund You
If you’re entitled to a refund, we will return the amount you paid (less delivery costs) using the original payment method. We may make deductions as outlined below.
11.2 Deductions When You Change Your Mind (Consumers Only)
If you’re a consumer cancelling within the cooling-off period:
- 11.2.1 We may reduce your refund (excluding delivery costs) if the goods have been handled in a way not allowed in a shop setting. If we refund you before inspecting the goods and later find they were mishandled, we may charge you an appropriate amount.
- 11.2.2 If there is a delivery charge refund, the refund for delivery will not exceed the cost of our least expensive delivery option.
- 11.2.3 If the refund is for services, we may deduct an amount reflecting the value of the service already provided up to the point you informed us of cancellation.
11.3 When We Will Issue Your Refund
Refunds will be processed promptly. If you are a consumer exercising your right to change your mind:
- For goods (not collected by us), your refund will be issued within 21 days of receiving the goods back in a resalable condition.
- For all other cases, we will issue your refund within 21 days of your cancellation notice.
12. Our Right to End the Contract
12.1 Grounds for Termination
We may end the contract for goods or services at any time by written notice if:
- 12.1.1 You fail to pay us when due, and do not make payment within 14 days of a reminder;
- 12.1.2 You do not provide necessary information to supply the goods or services;
- 12.1.3 You do not allow us to deliver the goods or services within a reasonable timeframe.
12.2 Compensation for Breach
If we cancel due to your breach of contract (see clause 12.1), we will refund any advance payments for goods or services not provided. However, we may deduct reasonable compensation for the net costs incurred as a result of your breach.
12.3 Withdrawal of Goods or Services
We may cancel the provision of goods or services by notifying you in advance. If this occurs, we will refund any amounts paid for items or services that will no longer be provided.
13. If There Is a Problem With the Goods or Services
13.1 How to Contact Us
If you have questions or complaints about our goods or services, please contact us:
- Phone: 0208 853 5000
- Email: support@ecurepairs.com
- Post: ECU Repairs, Unit 102 Heaver House, 12 East Street, Epsom, Surrey, KT17 1HX
14. Your Rights in Respect of Defective Goods or Services (Consumers Only)
14.1 Summary of Your Legal Rights
As a consumer, we are legally obligated to supply goods and services that comply with the contract. Below is a summary of your key legal rights, which are not affected by these terms:
- You are entitled to goods that are as described, fit for purpose, and of satisfactory quality.
- Services must be carried out with reasonable care and skill.
- You may be entitled to a repair, replacement, or refund if your goods or services do not meet legal standards.
Summary of Your Key Legal Rights
This is a summary of your key legal rights under the Consumer Rights Act 2015.
For Goods, The law states that goods must be as described, fit for purpose, and of satisfactory quality. Depending on how long you’ve owned the goods, you may have the following rights:
- Up to 30 days – If your goods are faulty, you can claim an immediate refund.
- Up to six months – If the goods can’t be repaired or replaced, in most cases, you’re entitled to a full refund.
- Up to 12 months – If the goods do not last a reasonable length of time, you may be entitled to some money back.
See also clause 8.3.
For Services
Under the Consumer Rights Act 2015:
- You can ask us to repeat or fix a service if it is not carried out with reasonable care and skill, or you can get some money back if we cannot fix it.
- If no price was agreed beforehand, the price must be reasonable.
- If no time was agreed beforehand, the service must be carried out within a reasonable time.
See also clause 8.3.
14.2 Your Obligation to Return Rejected Services or Goods
If you wish to exercise your legal rights to reject goods or services, you must return them to us. To arrange this, please contact customer services by calling 0208 853 5000, emailing support@ecurepairs.com, or writing to us at ECU Repairs, Unit 102 Heaver House, 12 East Street, Epsom, Surrey, KT17 1HX.
15. Your Rights in Respect of Defective Services or Goods if You Are a Business
15.1 Warranty for Business Customers
If you are a business customer, we warrant that on delivery and for the duration of the warranty, any goods or services provided shall:
- 15.1.1 Conform in all material respects with their description and any relevant specification;
- 15.1.2 Be free from material defects in design, material, and workmanship;
- 15.1.3 Be of satisfactory quality (within the meaning of the Sale of Goods Act 1979); and
- 15.1.4 Be fit for any purpose we have stated.
15.2 Remedies for Breach of Warranty
Subject to clause 15.3, if:
- 15.2.1 You notify us in writing during the warranty period, within a reasonable time of discovering that goods or services do not comply with clause 15.1;
- 15.2.2 We are given a reasonable opportunity to examine the goods or services; and
- 15.2.3 You return the goods to us;
Then we will, at our discretion, either repair or replace the defective goods, re-perform the services, or refund the full price of the defective goods or services.
15.3 Exceptions to Warranty
We will not be liable under the warranty in clause 15.1 if:
- 15.3.1 You continue to use the goods or services after notifying us of an issue;
- 15.3.2 The defect arises from your failure to follow our instructions (oral or written) regarding storage, installation, commissioning, use, or maintenance—or, in their absence, from failure to follow good trade practice;
- 15.3.3 The defect arises from any design, drawing, or specification you supplied;
- 15.3.4 You alter or repair the goods or services without our written consent; or
- 15.3.5 The defect results from fair wear and tear, wilful damage, negligence, other faults on the vehicle or abnormal working conditions.
15.4 Limitation of Liability for Warranty
Except as provided in this clause 15, we shall have no liability to you for any failure of goods or services to meet the warranty set out in clause 15.1.
15.5 Applicability of Terms to Repaired or Replaced Goods
These terms apply to any repaired or replacement goods or re-performed services provided under clause 15.2.
16. Lifetime Warranty
16.1 Additional Warranty Coverage
In addition to your statutory rights and the rights outlined in these terms, we may, at our sole discretion, offer a lifetime warranty above the standard 12 months warranty, for the goods we supply. Details of this warranty are available upon request.
17. Price and Payment
17.1 Price Information
The price of our goods or services (inclusive of VAT) will be as communicated via telephone, email, brochure, or displayed on our order pages. We take reasonable care to ensure prices are correct, but see clause 17.3 for what happens if we discover an error.
17.2 VAT Adjustments
If the VAT rate changes between the order date and the supply date, we will adjust the VAT amount unless you have already paid in full before the change takes effect.
17.3 Pricing Errors
If we identify a pricing error:
- If the correct price is lower than quoted, you will pay the lower amount.
- If it is higher, we will contact you before accepting the order.
- If the pricing error is obvious and you could reasonably have identified it, we may cancel the contract, refund you (excluding delivery charges), and request return of any goods provided.
17.4 When Payment is Due
Your payment timing depends on the type of goods or services:
- 17.4.1 For goods, payment must be made before dispatch.
- 17.4.2 For services, we will invoice you before completion.
17.5 Accepted Payment Methods
We accept payment via cheque and bank transfer.
17.6 Business Customer Set-off Restrictions
If you are a business, you must pay in full without any set-off, counterclaim, deduction, or withholding, except as required by law.
17.7 Disputing Invoices
If you believe an invoice is incorrect, contact us promptly. No interest will accrue while the issue is being resolved. Once resolved, we may charge interest from the original due date for any outstanding amounts.
18. Our Responsibility for Loss or Damage Suffered by You if You Are a Consumer
18.1 Liability for Loss or Damage
Our total liability for losses you suffer under or in connection with this contract, caused by us breaching the contract or failing to use reasonable care and skill, is limited to losses that are a foreseeable result of the breach at the time the contract was formed, and shall not exceed 150% of the total sums paid by you for the goods or services under this contract. We are not responsible for losses that are not foreseeable.
18.2 Legal Liability Limitations
We do not limit or exclude liability where it is unlawful to do so, including for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or breach of your statutory rights under the Consumer Rights Act 2015 as referenced in Clause 14.
18.3 No Liability for Business Losses
We supply goods and services for personal use. If used for business, commercial, or resale purposes, our liability is limited as set out in clause 19.
19. Our Responsibility for Loss or Damage Suffered by You if You Are a Business
19.1 Liability That Cannot Be Excluded
Nothing in these terms excludes our liability for:
- 19.1.1 Death or personal injury caused by our negligence;
- 19.1.2 Fraud or fraudulent misrepresentation;
- 19.1.3 Breach of section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982;
- 19.1.4 Defective goods under the Consumer Protection Act 1987; or
- 19.1.5 Any matter where exclusion of liability is unlawful.
19.2 Exclusion of Implied Terms
Except as stated in clause 15.1, all terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982 are excluded.
19.3 Limitation of Business Liability
Subject to clause 19.1:
- 19.3.1 We shall not be liable for loss of profit, indirect, or consequential loss under or in connection with this contract;
- 19.3.2 Our total liability for all other losses under or in connection with this contract shall be limited to 150% of the total sums paid by you for the goods or services under the contract.
20. How We May Use Your Personal Information
20.1 Use of Your Personal Information
We will only use your personal information as set out in our Privacy Policy. You can find our Privacy Policy on our website at www.ecurepairs.com/privacy-policy.
21. Other Important Terms
21.1 Our Right to Transfer This Agreement
We may transfer our rights and obligations under these terms to another organisation. If this happens, we will notify you in writing and ensure that your rights under the contract are not affected.
21.2 Your Right to Transfer the Contract
You may only transfer your rights or obligations under these terms to another person if we agree to it in writing.
21.3 No Third-Party Rights
This contract is between you and us. No other person shall have any rights to enforce any of its terms.
21.4 Severability
Each paragraph of these terms operates separately. If any court or relevant authority finds any part to be unlawful, the remaining paragraphs will remain in full force and effect.
21.5 Delays in Enforcement
If we delay in enforcing any part of this contract, we can still enforce it later. For example, if you miss a payment and we do not take immediate action but continue to provide the goods or services, we can still require you to make the payment at a later date.
21.6 Governing Law and Jurisdiction for Consumers
If you are a consumer, these terms are governed by English law, and you may bring legal proceedings in the English courts. If you reside in Scotland, you may bring proceedings in either the Scottish or English courts. If you live in Northern Ireland, you may bring proceedings in either the Northern Irish or English courts.
21.7 Alternative Dispute Resolution for Consumers
Alternative dispute resolution (ADR) is a process where an independent body considers a dispute and tries to resolve it without going to court. If you are a consumer and are not satisfied with how we have handled a complaint, you may request details of the ADR provider we use. We will provide this upon request. There is no charge for making a complaint via ADR, and you may still take legal action if you are not satisfied with the outcome. Additionally, disputes may be submitted online for resolution via the European Commission Online Dispute Resolution platform.
21.8 Governing Law and Jurisdiction for Businesses
If you are a business, any dispute or claim arising out of or in connection with this contract (including non-contractual disputes or claims) shall be governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim.