At a glance
| What | When / how much |
|---|---|
| Cancel before dispatch or collection | Full refund |
| Change of mind on distance sales (bought online or by phone) | 14 days from delivery |
| Eligible change-of-mind returns — restocking fee | 15% of the returned goods' purchase price (exceptions below) |
| Faulty goods — short-term right to reject | 30 days from delivery |
| Faulty goods — repair, replacement or refund | Up to 6 years (statutory) |
| Transit damage reported | Within 48 hours |
| Refund paid | Within 14 days of return / cancellation |
Nothing in this policy affects your statutory rights as a consumer. If you buy as a business, your rights are set out in our Terms & Conditions.
Cancelling before dispatch
You can cancel any order for a full refund, including any deposit, at any time before the unit has been dispatched to you or collected. Email orders@boldonauto.com with your order number.
Units built, imported or specified to your order (for example a caravan with factory options, a modified container or a trailer in a non-stock colour) are made to your personal specification. If you cancel once production or import has been confirmed in writing, we may retain a deposit to cover costs we cannot recover. We will always tell you the amount before you order.
Your 14-day right to cancel (distance sales)
If you are a consumer and bought without visiting us in person — online, by phone or by email — the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from the day you receive the goods to cancel without giving a reason.
- Tell us clearly within the 14 days, by email or in writing.
- Return the goods within a further 14 days. The goods must not have been used beyond what is needed to inspect them, as you would in a showroom.
- Unless the goods are faulty, you pay the direct cost of returning them. For caravans, trailers and containers that cannot go by post, we'll give you an estimate of this cost before you order.
- We may reduce your refund to reflect any loss in value caused by handling beyond inspection (for example a caravan that has been towed away on holiday, or a container that has been modified).
The right to cancel does not apply to:
- Goods made to your specifications or clearly personalised
- Units bought after viewing and signing for them in person at our premises
- Items that have been fitted, cut, drilled or modified after delivery
15% restocking fee
Approved change-of-mind returns after delivery or collection are subject to a 15% restocking fee, where permitted by applicable law. We calculate the fee on the price you paid for the returned goods after discounts, excluding VAT, and deduct it from your refund.
No restocking fee applies to goods returned because they are faulty, damaged in transit, incorrect or not as described; returns caused by our error; or cancellations before dispatch or collection. We do not deduct a restocking fee where it would reduce a refund required by law. Your statutory rights take priority over this fee.
Original delivery to UK mainland addresses is free. We do not deduct an outbound shipping charge from your refund. Any return transport costs are explained in the return terms above. Contact us before returning goods so we can confirm eligibility and the refund breakdown.
Faulty or not as described
Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. For a used caravan, trailer or container, “satisfactory quality” takes into account its age, price and the condition we described.
- Within 30 days of delivery you can reject faulty goods for a full refund.
- After 30 days we are entitled to one attempt at repair or replacement. If that fails, you can ask for a refund or a price reduction.
- Within 6 months a fault is presumed to have been present at delivery unless we can show otherwise.
To report a fault, email support@boldonauto.com with your order number, a description and photos. We'll arrange inspection, collection or repair at our cost. Manufacturer warranties on new caravans and trailers are in addition to these rights.
Damage in transit
Please inspect the unit on delivery and note any visible damage on the delivery note before signing. Email photos to orders@boldonauto.com within 48 hours. Reporting quickly helps us claim from the carrier; it does not limit your rights if hidden damage appears later.
How refunds are paid
Refunds, less any applicable 15% restocking fee, are made to the original payment method in the currency of the original payment, within 14 days of us receiving the returned goods (or evidence you have sent them), or of an agreed cancellation before dispatch. For bank transfers we refund to the account the payment came from. Your bank may take a few further working days to show the credit.
Questions? Contact orders@boldonauto.com or call +44 7438 918877. If we cannot resolve a complaint, you can contact Citizens Advice for free, impartial guidance.