Order Issue

Order Issue - FAQs

1. My order is not complete

   Your assistance in double-checking all the packaging received is crucial, as the missing item might be concealed there.

   It is imperative that you thoroughly inspect all the packaging received. The missing item could be concealed in there, and we cannot overlook that possibility. Please can you double-check the packaging.

   If not, kindly send us a picture showing everything you received and any label you can see on the box so we can establish what is missing and sort this out for you.

2. Wrong product received

   Important - Several Manufacturers can share a vehicle body or chassis. This means that an item could be labelled with the model no you purchased; this is common in the industry; please offer the item to your vehicle to be sure it's not correct before considering it as the wrong item received. Item can label can indicate something other than you purchased but still be correct. Otherwise, please see below.

   Please send a picture of what you have received and any numbers you can see on the outer box/documents inside (the label starting with "BRA") so we can identify what you have received. Please also send a picture to show the issue clearly.

   Can you please also send a picture of the vehicle you are fitting this to? This will allow us to deal with your query as quickly as possible. Please also include a picture of the purchased item offered to the vehicle to show precisely where you are having an issue.

   For warranty and insurance purposes, items need to be fitted by a qualified Mechanic / Fitter.

3. What do I do if my item is damaged?

   Our aim is to resolve this issue for you as soon as possible. We will require the items below to process a claim with our courier.

   Please respond to this email as soon as possible with –

   • Clear Image(s) of the outer box the product was packed in on receipt of delivery.
   • Clear Image(s) of the damage to the product itself.

   Can you also confirm if you signed for the package as received in good condition or unchecked?

   Important: Carriers won't accept damage claims if you sign for the package as undamaged or if you don't report the issue at the time of delivery. If goods are damaged in transit this must be recorded in writing at the time of receipt.

   We cannot accept responsibility for damaged goods if the carrier’s proof of delivery, has been signed for as received in good condition.

   If there is any sign of damage to the goods, it is advisable to refuse delivery. Please check carefully on delivery!

4. My Order is Faulty or Defective

   We Our items are generally easy to fit, but please consider the following points.

   This is very unusual; we have sold many of these items without any such issues. Please send a picture of what you have received and any numbers you can see on the outer box/documents inside (the label starting with "BRA") so we can identify what you have received. Please also send a picture to show the issue clearly.

   Please also include pictures of the purchased item clearly showing the issue. This will allow us to deal with your question as quickly as possible. 

   For your safety and to ensure the warranty and insurance remain valid, these items need to be fitted by a qualified Mechanic / Fitter. We value your safety and want to ensure the best service for you.

5. Cancel My Order

   We can cancel your order to improve our service; please let us know what the problem is., we may be able to help.

   If you are sure you have ordered incorrectly, please let us know, and we will edit the order accordingly; if you have purchased incorrectly on eBay or Amazon, to conform with their policies, you will need to cancel on their website and re-order there. 

6. I can’t fit my item

   Installation

   • Instructions: Necessary fitting instructions detailing the installation process will be emailed upon order dispatch (1/2 days). Please check your spam folder if not received; items that are self-explanatory and may not have a fitting guide as it is not deemed necessary. If drilling is needed, the listing will also indicate.
   • Mechanical Knowledge: Fitting these items usually requires good basic mechanical knowledge.
   • Second Opinion: If you're unsure about fitting a product, consult a qualified mechanic for a second opinion.
   • Contact Us: If you have any questions after reviewing the instructions (Or guide not received), please reply to this email to reach us. Include clear pictures of:
     • The item you received
     • Any ID labels (especially those starting with "BRA") on the box or included documents
     • Your vehicle (show the intended installation location)

   Important Information

   • Fitting Brackets: Most products include all necessary fitting brackets and components for installation. Exceptions will be clearly stated in the product description; if drilling is needed, the listing will also indicate.
   • Sold as Sets: Our products are typically sold as complete sets, usually in pairs (x2) or threes (indicated in the listing).
   • Label on Parcel: Many items we offer cross-fit onto several vehicles and vehicle generations; the label can indicate another model/version, but the item will still be applicable for your vehicle.

   Double-Check Compatibility

   • Before buying, carefully check the product listing description and measurements against your vehicle's dimensions using your vehicle logbook. This ensures a proper fit.

   For warranty and insurance purposes, the product will need to be fitted by a qualified Mechanic / Fitter.