Refund policy
Returns & Refund Policy
Last Updated: AUGUST 2026
At SXR, we strive to ensure a transparent, fair, and seamless shopping experience. This policy outlines your legal rights regarding cancellations, returns, and refunds under the UK Consumer Contracts Regulations 2013 and Consumer Rights Act 2015, as well as our voluntary guarantees to ensure full compliance with Google Merchant Center policy requirements.
1. Return Period (Right to Cancel)
Under UK consumer law, you have a legal right to cancel your order within 14 days of receipt. However, to give our customers extra flexibility and meet Google's recommended standards:
We offer a 30-day return window from the date you receive your order.
You have 30 calendar days from the day you (or a designated third party) take physical possession of the items to request a return.
If your order arrives in multiple packages, the 30-day window begins on the date the final package is delivered.
2. Eligibility Requirements for Returns
To qualify for a valid return and full refund, items must fulfill the following criteria:
Must be in their original, unused, unworn, and unwashed condition.
Must be in the original packaging with all original labels, tags, and protective seals attached.
Must include proof of purchase (order number, order confirmation email, or receipt).
4. Return Shipping Costs
Change of Mind / Standard Return: You (the customer) are responsible for paying the shipping costs for returning the item. Outgoing standard shipping fees paid at purchase will be refunded at the standard UK base rate.
Damaged, Defective, or Incorrect Item: If the return is due to an error on our part or a defective product, SXR will cover all return shipping costs (we will provide a prepaid returns label or reimburse return postage).
5. How to Initiate a Return
To start a return, please follow these steps:
Contact our support team at [info@sxrpart.com] with your Order Number and the details of the item(s) you wish to return.
Once verified, we will issue a Return Authorization Code and provide you with our physical return warehouse address.
Pack the item securely with all original packaging and enclose your order details inside the box.
Ship the package using a tracked shipping method (recommended).
Note: Please do not send items back without contacting us first, as unauthorized returns may experience processing delays.
6. Refund Processing Times
Inspection: Once received at our warehouse, items are inspected within 2–3 business days.
Approval & Processing: We will notify you via email regarding the approval or rejection of your refund. If approved, your refund will be processed immediately.
Payout: Refunds will be completed within 14 days of us receiving the returned goods (or proof of postage). All refunds are issued back to the original payment method used during checkout.
7. Damaged, Faulty, or Faulty Goods (Consumer Rights Act 2015)
Please inspect your order upon arrival. If an item arrives damaged, defective, or incorrect:
Contact us immediately at info@sxrparts.com within 30 days of delivery.
Please provide clear photographic or video proof of the defect or damage.
We will arrange a replacement or issue a full refund (including all shipping fees) at no extra cost to you.
8. Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
9. Business Contact Information
To comply with Google Merchant Center policies, our full legal details are listed below:
Trading Name: SXR
Legal Company Name: Schmitz Rotary Engineering LTD
Registered Office Address: 101 Charles Henry Street, Birmingham, B12 0SJ
Customer Support Email: INFO@SXRPARTS.COM
Customer Support Phone: 0121 622 2976
Customer Support Hours: Monday to Friday, 9:00 AM – 4:00 PM (GMT)