Refund and Returns Policy

At Auto Car Play Limited, we take great pride in the quality of our products and the service we provide. We are equally committed to ensuring that our customers have a positive and reassuring experience with every purchase.

While we strive to meet the highest standards in product performance and customer satisfaction, we recognise that there may be rare occasions when a product does not fully meet your expectations or requirements. In such cases, please be assured that we are here to assist you.

Our returns and refunds policy is designed to be fair, transparent, and easy to understand—providing you with the confidence to shop with us knowing that any concerns will be addressed promptly, courteously, and with professionalism.

Should you require any assistance, our team is always available to guide you through the process.

30-Day Return Guarantee

We are pleased to offer our customers a 30-day return period, commencing from the date on which the order is delivered.

If you change your mind or are not entirely satisfied with your purchase for any reason, you are welcome to return the item to us within this timeframe for a refund or exchange, subject to the terms outlined below.

Please kindly note:

  • Returns requested after 30 calendar days from the date of delivery will not be eligible for a refund or exchange.
  • We strongly encourage customers to inspect all items carefully upon delivery and to notify us of any issues or concerns at the earliest opportunity.

Our team is available to assist you throughout the returns process and ensure it is handled smoothly and professionally.

Conditions for Returns

To ensure the item is eligible for a return, the following conditions must be met:

  • The product must be unused, uninstalled, and in a resalable condition.
  • It must be returned with all original packaging, including protective wrapping, manuals, cables, and accessories.
  • No damage should be present to the item or its components.
  • The return must be accompanied by proof of purchase, such as your order confirmation email, receipt, or invoice number.

Please note:

  • Items that have been installed, damaged, or are missing components or original packaging may be subject to a restocking fee or may not be eligible for a full refund.
  • Items returned in a condition that prevents resale as new will not be accepted.

Return Shipping Responsibilities

In most circumstances, the cost and arrangement of return shipping will be the full responsibility of the customer. This applies to all returns where the reason is based on change of mind, incorrect ordering, or other non-fault-related reasons.

However, we will cover the full cost of return shipping in the following cases:

  • The product received is faulty or malfunctioning
  • The item was damaged in transit
  • An incorrect item was dispatched in error

In such situations, please notify us as soon as possible, and we will provide a pre-paid return label or arrange courier collection at our discretion. It is essential that the item is repackaged securely to avoid further damage in transit.

Refund Process

Once your return has been received, it will undergo a comprehensive inspection by our technical and quality assurance team. We will notify you by email of the outcome of this inspection and confirm whether your return has been approved or declined in accordance with the conditions outlined in our policy.

If your return is approved, a refund will be issued to your original method of payment within 5 to 7 business days. Please note that the exact processing time may vary depending on your payment provider or financial institution.

Important Information:

  • Shipping charges from your original order are non-refundable, except in cases where the return is due to an error or fault on the part of Auto Car Play Limited.
  • In certain cases, partial refunds may be issued if the returned item is not in its original condition, shows signs of use, or is missing components.

We appreciate your understanding and cooperation in ensuring all returns are handled fairly and efficiently.

⚠️ Items Received Damaged, Faulty, or Incorrect

If you receive an item that is defective, damaged, or not as ordered, we sincerely apologise for the inconvenience. Please follow the steps below so that we can resolve the issue efficiently:

  1. Take a clear unboxing video at the time of opening the package, showing the condition of the item and any visible issues.
  2. Capture high-quality photos of the product, packaging, and any damage or fault observed.
  3. Contact our support team within 48 hours of delivery, providing the video and images along with your order reference.

Once verified, we will offer you the choice of a replacement unit at no additional cost, or a full refund, according to your preference. This ensures your rights as a customer are fully protected, and also allows us to prevent similar issues in the future.

Please do not attempt to install or modify the product before contacting us, as this may affect your eligibility for a refund or replacement.

Need Assistance?

If you are unsure whether your product qualifies for a return or if you require help at any stage of the process, our friendly and knowledgeable support team is here to help.

We are available to assist you with:

  • Return eligibility and process guidance
  • Shipping or refund status updates
  • Technical issues or installation advice
  • Replacements and warranty claims

You may reach us via our Contact Us page, and we aim to respond to all enquiries within 24 business hours.

Final Notes

Auto Car Play Limited reserves the right to amend this Returns and Refunds Policy at any time, without prior notice. Any changes will apply solely to orders placed after the date of revision and will not affect previous purchases.

By placing an order with us, you acknowledge and agree to the terms outlined in this policy.

We sincerely thank you for choosing Auto Car Play Limited and remain committed to delivering the highest standards of service and support throughout your experience with us.