How returns work

1. Contact ONAGONE by using the form below or emailing car@onagone.co.uk with your order number.
2. Tell us whether you are cancelling an unwanted order or reporting a faulty, damaged or incorrect item.
3. We will provide practical packing, courier or collection instructions and an appropriate return address.
4. We process eligible refunds within the statutory deadlines. A return authorisation number helps us track the parcel but is not required to exercise a legal cancellation or rejection right.

Do not send items to our registered office in London; it is not a warehouse or returns depot. We will supply the correct return destination for your order. You can notify us of cancellation by email even before return instructions are issued.

Return carriage and refunds

For a change-of-mind cancellation, you may be responsible for the direct cost of returning goods only where we provided the legally required information before you ordered. For unusually large goods, including car transporter trailers and bulky ramps, we must disclose the cost or a reasonable estimate of return transport in advance. If goods are faulty, misdescribed or wrongly supplied, ONAGONE remains responsible for the reasonable return costs required by consumer law. A supplier's own restocking charge does not automatically become a charge to you.

For eligible cancellations we refund the purchase price and the standard outward delivery charge, subject to lawful deductions for handling beyond what is needed to inspect the goods. The standard statutory refund deadline is generally 14 days after we receive the goods back or receive evidence that they were sent back, whichever is earlier. Faulty-goods rights are separate from the cancellation rules.

Complete trailers and made-to-order equipment

A standard trailer ordered online does not lose consumer cancellation rights just because it is large or ordered from a supplier. Goods genuinely made to your individual specification or clearly personalised may be exempt from the standard change-of-mind cancellation right. This does not affect rights where goods are faulty or not as described. We'll set out any applicable exception, the approved return method, and the return transport cost before you accept a specialist equipment quotation.

ONAGONE is operated by VIN SHIELD UK LTD (company number 16882412). This guidance does not replace your rights under the Consumer Rights Act 2015 or applicable consumer cancellation regulations. Consumer sales and business-to-business terms may differ.