How it works
We’re confident in the quality of all our cars thanks to our comprehensive 123-point inspection. However, if you decide it’s just not right for you, you can return it and get your money back within the first fourteen days. There’s no haggle and no hassle, there’s just a few things we ask:
- You haven’t done any more than 250 miles within the first seven days from taking collection
- You return it to the CarStore Centre you originally purchased it from
- You fulfil all your legal responsibilities as the owner of the vehicle including taxes, insurance and paying any fines you incur whilst driving it
- You keep the vehicle in the same condition as it was when you picked it up. Fair wear and tear are expected, but we'll need to charge for any new damage caused whilst the vehicle is in your care
- You return the car with the V5C logbook document, all keys, books (such as manuals and service books) and accessories (like floor mats and SD cards) that were supplied with it
You can use our money back guarantee once per household in any 12-month period commencing with the first claim.
How to return a car
If you're not fully satisfied with your new car, here's how to return it:
- Contact your supplying CarStore Centre through our ‘contact us’ on our location pages. We’ll need your details as well as the registration of the car you are looking to return and your availability to attend an appointment with us within the 14-day period.
- Attend your appointment to return the vehicle at your supplying store, making sure to bring back everything that was supplied to you with the car. You must bring your invoice and driving licence.
- One of our associates will do an appraisal of the car with you. Should there be any deduction of the refund costs for any reasonable costs of rectification work needed, we’ll advise you there and then.
- Provided we have received the correct V5C (vehicle logbook), your refund will be processed by electronic bank transfer and will show within your account within 5 working days, depending on your bank.
What happens if I’ve lost or damaged something that was supplied with the car?
We’ll need to reduce the amount we refund you in line with the cost to us of replacing that item. How much we reduce your refund by depends on the item that’s gone missing or been damaged, along with the make & model of car. We’ll be able to clarify this during the vehicle appraisal.
I haven’t received my V5C log book from the DVLA, can I still return the vehicle?
We unfortunately cannot sell a vehicle without the log book, so a refund will only be available when we have received this, along with the vehicle. Please ensure you post it recorded mail or preferably bring it with you the same day you return the vehicle to store.
I part exchanged a vehicle to pay for the one I’m returning; do I still get a full refund?
Yes. We’ll refund the part exchange as part of the purchase price, unless works have been undertaken to prepare the part exchange for re-sale or we’ve settled any outstanding finance on the part exchange. In such circumstances, we’ll reimburse the amount allowed for the part exchange vehicle as set out on the Vehicle invoice net of the amount of any finance settlement paid by us.
I had the car delivered to my home address - will you collect it back?
Yes, provided you chose a home delivery option when buying, we will collect it from your address. We will require photos to clearly show the condition to appraise the vehicle, our associates will be able to explain this process to you when making a claim.
I had add-on insurance and protection products when I purchased the vehicle, will you refund these?
Yes. Any add-ons will also be refunded and cancelled, along with the vehicle itself.
Can I exchange the vehicle rather than get a refund?
You certainly can. We have plenty of cars to choose from and our associates will be happy to help you find something more suitable for you.
How long does it take to get a refund once I’ve returned a vehicle?
Provided all the necessary documents including the V5C have been returned, it could take up to five working days for the funds to appear in your account, depending on who you bank with.
I bought my vehicle on finance from CarStore, can I still return it?
That's not a problem. We’ll simply contact our finance provider to ensure the agreement is cancelled for you.
Do I need to return the vehicle with the same amount of fuel?
Please make sure the tank isn’t empty by the time it reaches your CarStore Centre since we’ll need to run some checks before we can issue a refund. For electric cars, please make sure there’s enough charge to get to our store +10 miles.
Can I take the car back to another Centre?
The car must be returned to the CarStore Centre you originally purchased it from.
Terms and conditions
Nothing in these terms and conditions will affect or limit the statutory rights of the Customer.
In these terms, unless the context requires otherwise, the following definitions apply:
1.1 Customer is the retail consumer purchaser of the Vehicle named on the Order form.
1.2 Day or Days means any day including a Saturday or Sunday or Bank Holiday.
1.3 Delivery shall mean the day on which the Customer takes physical possession of the Vehicle.
1.4 Price shall mean the price set out for the Vehicle on the invoice for the Vehicle.
1.5 Refund Period shall mean the period of seven Days the first Day being the day of Delivery and ending at 16.00 on the seventh Day.
1.6 Supplying Dealership means the motor vehicle dealership owned and operated by the Pendragon PLC group of companies, from which the Customer purchased the Vehicle.
1.7 Vehicle is a used passenger car or van purchased from the Supplying Dealership.
2. Terms and Conditions
2.1 These are the terms and conditions that apply to the exclusion of all others (including any verbal statement or representation) in respect of the 14 Day Money Back Guarantee.
2.2 If the Vehicle is purchased at a distance within the meaning of The Consumer Contracts (Information Cancellation and Additional Charges) Regulations 2013, the Customer may within 14 days of Delivery cancel the contract and require the Supplying Dealership to refund the purchase Price subject to the terms and conditions set out here https://www.carstore.com/home-delivery/
2.3 To be eligible for the 14 Day Money Back Guarantee, the Vehicle must:
2.3.1 be returned to the Supplying Dealership within the Refund Period. For the purposes of this clause, the first day is the day the Customer takes Delivery of the Vehicle;
2.3.2 not have covered a distance of more than 250 miles during the Refund Period. For the purposes of this clause the miles covered shall be calculated from the odometer reading at the point of Delivery;
2.3.3 be returned to the Supplying Dealership with all keys, vehicle records and documents including the V5C;
2.3.4 have been insured for the entire period the Vehicle was in the Customers possession; and
2.3.5 be in the same condition as at Delivery, fair wear and tear excepted.
2.3.6 be free from any financial lien, charge or encumbrance save for any created via the Supplying Dealership at the point of sale to the Customer.
2.4 To claim under the 14 Day Money Back Guarantee, within the Refund Period the Customer must:
2.4.1 notify the Supplying Dealership by email to providing their name, address, and Vehicle registration number; and
2.4.2 make and attend an appointment to return the Vehicle to the Supplying Dealership.
2.5 Upon return to the Supplying Dealership, the Vehicle will be inspected and the condition report agreed with the Customer. The Supplying Dealership shall be entitled to deduct from the refund of the Price, the reasonable costs of rectification of any damage caused to the Vehicle whilst the Vehicle was in the possession of the Customer and that the Supplying Dealership reasonably believes are required to restore the Vehicle to the retail standards applicable to the Vehicle.
2.6 The Supplying Dealership shall refund the Price, less any sums required to settle any financial lien, charge or encumbrance or repair costs under Clause 2.5, to the Customer within seven days of the Customer returning the Vehicle and those items listed in Clause 2.3.3 to the Supplying Dealership. The refund shall be paid in £ pounds sterling via an electronic transfer to the Customers designated bank account or payment card from which the Price was paid. No repayment shall be made until the V5C has been returned to the Supplying Dealership if the V5C was not provided in accordance with clause 2.3.3.
2.7 Where part payment of the Price was made by way of part exchange vehicle, the Supplying Dealer shall return the part exchange vehicle as part of the refund of the Price unless works have been undertaken to the part exchange vehicle in preparation for its sale or the Supplying Dealer has settled any finance agreement applicable to that part exchange vehicle. In such circumstances, the Supplying Dealership shall reimburse the amount allowed for the part exchange vehicle as set out on the Vehicle invoice net of the amount of any finance settlement paid by the Supplying Dealership.
2.8 A Customer, or any customer using the same address as the Customer, may only claim under this 14 Day Money Back Guarantee once in a 12-month period commencing with the first claim.
2.9 The 14 Day Money Back Guarantee is only available to retail consumers where the Price of the Vehicle is less than £75,000.
2.10 The 14 Day Money Back Guarantee is not available for Vehicles that the Supplying Dealer offered for sale on behalf of a third party under a Sale or Return agreement.
2.11 The 14 Day Money Back Guarantee is not available for Vehicles where a part exchange vehicle provided as part payment of the purchase Price of the Vehicle was subject to outstanding finance greater than the Supplying Dealerships valuation of that part exchange vehicle.
2.12 The Company reserves the right to vary the terms and conditions of 14 Day Money Back Guarantee at any time. In the event of any dispute as to the interpretation of these terms and conditions, the application of the same or otherwise, the decision of the Supplying Dealership shall be final.
2.13 Save for the Price, the Supplying Dealership shall not be liable for any claims, demands, damages, expenses or costs (including, without limitation, legal costs) incurred or made against it howsoever arising, whether directly or indirectly from the 14 Day Money Back Guarantee.
2.14 In the event of any conflict between these terms and conditions and those contained on the Order, the terms and conditions on the Order shall prevail.
2.15 A person who is not a party to the 14 Day Money Back Guarantee shall not have any rights under or in connection with it and the provisions of the Contracts (Rights of Third Parties) Act 1999 are expressly excluded.
2.16 The 14 Day Money Back Guarantee is governed by the laws of England and Wales.