Refund & Returns Policy

Last updated: 6 May 2026

This policy sets out your rights when buying goods from STR Performance Ltd ("we", "us", "STR Performance"). Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Off-the-shelf parts (stocked items)

If you bought a stocked, non-customised part from us (filters, brake pads, fluids, OEM/aftermarket items we hold or order in unmodified form), you have the following rights.

1.1 14-day right to cancel

Under the Consumer Contracts Regulations 2013, if you bought online or by phone you may cancel for any reason within 14 days of receiving the goods. To cancel, email us at info@str-performance.com with your order number.

• Return the goods within 14 days of telling us you're cancelling.
• Goods must be unused, unfitted, and in their original packaging.
• Return postage is your responsibility unless the item is faulty or we sent the wrong item.
• We will refund the price of the goods and the cheapest standard delivery option we offered, within 14 days of receiving the returned goods.

1.2 Faulty or wrong items (Consumer Rights Act 2015)

If a part is faulty, not as described, or not fit for purpose:

• Within 30 days: full refund.
• 30 days to 6 months: repair or replacement (you can request a refund if repair/replacement isn't possible).
• After 6 months: repair, replacement, or partial refund where the fault was present at the time of delivery.

Email info@str-performance.com with your order number, photos of the issue, and a brief description.

2. Custom, bespoke and made-to-order items (e.g. custom exhausts)

Custom-built exhaust systems, bespoke fabrication work, modified parts and any item made or altered to your specification are excluded from the 14-day cancellation right under regulation 28(1)(b) of the Consumer Contracts Regulations 2013 ("goods made to the consumer's specifications or clearly personalised").

• Before fabrication starts: you may cancel and receive a full refund of any deposit, less any third-party costs we have already incurred (e.g. raw material already cut to your spec).
• Once fabrication has started: the deposit is non-refundable. If the order is cancelled mid-build, the balance owing will reflect work and materials already used.
• Once delivered or fitted: custom items cannot be returned for a change of mind.

Your statutory rights for faulty workmanship or materials still apply — see section 1.2.

3. Items damaged in transit

Inspect goods on arrival. If a parcel arrives damaged, take photos before opening if possible, and email info@str-performance.com within 48 hours of delivery. We'll arrange a replacement or refund.

4. How refunds are issued

Refunds are made to the original payment method within 14 days of us receiving the returned goods or agreeing the refund, whichever is sooner. Card refunds may take 3–5 working days to appear in your account after we issue them.

5. Items we cannot accept back (other than for fault)

• Custom or bespoke exhaust systems and other made-to-order items (see section 2).
• Electrical components once fitted or installed.
• Items returned without original packaging or showing signs of fitment / use, where the loss of value is more than minimal handling.
• Fluids, lubricants, paint and consumables once opened.

6. Contact

STR Performance Ltd
Email: info@str-performance.com
Company No. SC799599 (registered in Scotland)
VAT No. GB 461 5413 09

If you are not satisfied with how we handle a refund or return, you can refer the matter to Citizens Advice (citizensadvice.org.uk) or, for credit-card payments, your card issuer under section 75 of the Consumer Credit Act 1974.