Returns policy
The short version
- Faulty, wrong, damaged or missing parts are always refunded in full, whoever you buy from.
- From a trade seller, you can also change your mind within 14 days of delivery.
- From a private seller, you can change your mind only if the quote says "returns accepted", and you must tell us within 48 hours.
- Every quote shows the seller type and its return terms before you pay.
Buying from a trade seller
- Change your mind: tell us from your order page within 14 days of delivery, then send the part back within 14 days. This applies to new and used parts.
- You get back: the part price, the standard delivery charge and the service fee.
- Return postage: free if your order has free returns; otherwise you pay it.
- Deductions: the refund can be reduced if the part was fitted or handled more than you'd need to inspect it.
- Faulty, wrong or not as described: report it within 30 days of delivery for a full refund.
Buying from a private seller
- Change your mind: only if the quote says "returns accepted". Tell us within 48 hours of delivery.
- You get back: the part price. Delivery and the service fee aren't refunded.
- Return postage: free if your order has free returns; otherwise you pay it.
- Faulty, wrong or not as described: report it within 48 hours of delivery for a full refund.
Free returns
Standard-size parcels, up to … with the longest side … or less, come with free returns. A small free returns charge is shown at checkout, and it pays for the return label if you change your mind.
Large or heavy items don't have free returns. The quote tells you, with an estimate of the return postage.
Faulty, wrong, damaged or missing parts
You get a full refund (the part, delivery, the service fee and any free returns charge) if a part is faulty, wrong, not as described, arrives damaged, or never arrives. A parcel counts as lost if tracking hasn't moved for 7 days.
Add photos when you report a faulty, wrong, damaged or not-as-described part. The seller pays the return label, and the courier's cover pays for parcels damaged or lost in transit.
Parts you can't return for a change of mind
No part on PartSorted is fully non-refundable: faults are always covered. A seller can only turn off change-of-mind returns in these cases, and the quote says so in plain words:
- Private sellers: can choose "No change-of-mind returns".
- Custom / made to order: parts made or modified to your own specification (the seller gives a reason).
- Sealed fluids: oil, coolant, brake fluid and additives, once the seal is broken. Opened fluids are refunded only if they were the wrong product or provably defective, judged from photos; you won't be asked to post them back.
- Wrong diagnosis: a part that works but doesn't fix the fault, or that you chose for the wrong car, is a change-of-mind return. Check part numbers with your mechanic before ordering.
How a return works
- Open your order and choose "Report a problem". Pick a reason and add photos if the part is faulty, wrong or damaged.
- The seller accepts or refuses. If they accept, a return label is arranged through PartSorted.
- Send the part back within 7 days of getting the label, or the return is cancelled.
- You're refunded once the seller confirms it arrived, or automatically 48 hours after tracking shows it delivered.
If you can't agree
Either of you can raise a dispute from the order page. The other side has 48 hours to respond with evidence, then our team decides on the evidence from both sides. You keep your statutory rights and your right to go to court. The full rules are in Terms §7, §8 and §9.
Service fee
The service fee covers secure payment, buyer protection and, on orders that qualify, returns cover, which pays for the return label if you send a part back for a reason that isn't a fault. It's shown as one line before you pay. The full rules are in Terms §5.
Faulty, wrong or damaged parts: always a full refund.
Trade sellers: 14 days to change your mind.
Private sellers: change of mind only if the quote says so.
This is a summary. The Terms of Service are the full version.
PartSorted is a trading name of DMT Studio Ltd, registered in England and Wales, company no. 17145543. Registered office: Second Floor Flat, 106 Osmaston Road, Derby, DE1 2RD.