Return & Refund Policy

At Falcon Turbos, we pride ourselves on supplying precision-engineered turbochargers, hybrid turbos, and parts. If you need to return an item, cancel an order, or return your old turbocharger core unit for a surcharge refund, please review our terms and step-by-step procedures below.

1. Change-of-Mind Returns (Consumer Contracts Regulations 2013)

Under the UK Consumer Contracts Regulations 2013, retail customers have the legal right to cancel and return their order within specific statutory timeframes:

  • Cancellation Notification: You have 14 calendar days from the date your order is delivered to notify us of your intent to return the item.
  • Return Window: Once you have notified us, you have a further 14 calendar days to ship the goods back to our facility (a total return window of up to 28 days).
  • Condition of Returned Items:
    • Products must be completely unused, unfitted, and in brand-new resaleable condition.
    • Products must remain inside their original packaging, including protective transit caps, gaskets, fittings, oil syringes, and technical documentation.
    • Turbos that have been bolted onto an engine, pre-lubricated, test-fitted, or contaminated with oil/carbon deposits cannot be returned for a change-of-mind refund.

2. Return Postage & Insurance

  • Shipping Responsibility: Customers are responsible for paying their own return delivery costs for change-of-mind cancellations.
  • Transit Insurance: Because turbochargers are precision mechanical units sensitive to transit shock, we strongly recommend using a tracked, insured courier service (e.g., DPD, UPS, Royal Mail Special Delivery).
  • Damage in Transit: Falcon Turbos is not liable for goods damaged or lost during return transit. If an item arrives damaged due to courier mishandling or inadequate customer packaging, we will document the damage and return shipping costs/repair fees may be deducted from the refund, or the claim referred back to your courier.

3. Restocking Fees & Returns Outside the Standard Window

  • Timely Statutory Returns 28 Days (Within 14+14 Days): Standard consumer returns notified and dispatched within the 28-day statutory period are not subject to any restocking fee.
  • Discretionary Late Returns (Beyond 28 Days): Returns requested or received outside the statutory 28-day window are accepted solely at Falcon Turbos’ management discretion. If accepted, they are subject to a restocking and re-inspection fee of up to 40% to cover bench re-balancing, recalibration, dynamic testing, and repackaging.
  • Bespoke / Custom Orders: Bespoke custom hybrid turbos or units specially modified to customer specifications are non-refundable once work has commenced or been completed.

4. Turbo Core Returns & Surcharge Refunds (Exchange Turbos)

If you purchased an exchange unit with a refundable core deposit/surcharge, please follow these instructions:

  • Return Timeframe: Old turbo units must be returned to us within 30 days of receiving your replacement turbo, unless an extension is agreed in writing.
  • Core Unit Condition Criteria:
    • Must be a like-for-like matching part number to the unit supplied.
    • Must be complete with actuator, housings, and core (no missing external components).
    • Casings must not have catastrophic terminal damage (e.g., cracked turbine/compressor housings, stripped exterior mount threads, or signs of fire/heavy impact).
  • Processing Surcharge Refunds: Once our technicians inspect and verify your old unit on our test bench (typically within 3–5 working days of receipt), your core surcharge deposit will be refunded directly to your original payment method.

5. Faulty, Damaged, or Incorrect Items

  • Transit Damage upon Delivery: If your package arrives visibly damaged, please sign for it as “damaged” and notify Falcon Turbos within 48 hours with photos of the outer box, inner packaging, and turbocharger.
  • Statutory Warranty & Defects: In accordance with the Consumer Rights Act 2015, if an item is found to be defective or not as described, Falcon Turbos will cover all return shipping costs and provide a replacement, repair, or full refund.
  • Inspection Protocol: Any turbo suspected of mechanical failure under warranty must undergo diagnostic bench inspection to verify whether failure was caused by manufacturing defect or external installation factors (such as oil starvation, carbon contamination, foreign object damage, or excessive DPF backpressure).

6. How to Initiate a Return

  1. Contact Support: Email us at info@falconturbos.co.uk or call +447932301515 with your Order ID, vehicle registration, and reason for return.
  2. Receive Return Authorisation: Our team will issue packaging and return instructions.
  3. Pack Securely: Package the item securely in its original packaging with ample protective bubble wrap or shock-absorbing material. Clearly write your Order number on an internal packing slip (do not write directly on original packaging boxes).
  4. Ship Your Item: Send the tracked consignment to our inspection workshop:

Falcon Turbos – Returns Department
Unit 23, Nutwood Trading Estate Limestone Cottage Lane
Sheffield
S6 1NJ
United Kingdom

7. Refund Processing Times

  • Refunds are issued within 5 to 7 working days of the returned item reaching our workshop and completing inspection.
  • All refunds are credited directly to the original payment method (Credit/Debit Card, PayPal, or Bank Transfer). Please allow 2–3 business days for your banking provider to display the balance.