REFUND AND RETURNS POLICY
Last updated: 26 August 2026
This Refund and Returns Policy applies to purchases made through projectcogroup.com, operated by:
PROJECT CO GROUP LTD
Company Number: 17421408
Website: projectcogroup.com
Email: contact@projectcogroup.com
Telephone: +44 7902 060679
Nothing in this Policy excludes, restricts or replaces your statutory rights under applicable UK consumer law.
1. CANCELLING AN ONLINE ORDER
If you are a Consumer purchasing eligible goods online, you generally have the right to cancel your order within 14 days after receiving the goods, without having to provide a reason.
The cancellation period normally begins on the day after you, or a person nominated by you, receives the goods.
If an order contains multiple goods delivered separately, the cancellation period may run from receipt of the final item where applicable.
To exercise your right to cancel, you must clearly notify us within the applicable cancellation period.
Please contact:
Please include:
your full name;
order number;
email address used for the order;
the product or products you wish to return;
a clear statement that you wish to cancel the purchase.
After notifying us that you wish to cancel, you generally have a further 14 days to return the goods, unless we have agreed to collect them.
Certain exceptions apply, particularly to personalised and custom-made products, as explained below.
2. RETURN CONDITIONS
If you are returning an eligible item because you have changed your mind, you are responsible for taking reasonable care of the product while it is in your possession.
You may inspect and handle the product only to the extent reasonably necessary to determine its nature, characteristics and functionality, similar to how you would reasonably inspect a product in a physical shop.
Where reasonably possible, returned products should include:
the product itself;
all supplied components;
accessories;
manuals or documentation;
original packaging.
Original packaging is recommended where available but the absence of original packaging does not automatically remove your statutory rights.
We may make a deduction from the refund where legally permitted if the value of the product has been reduced because it has been handled beyond what was reasonably necessary to inspect it.
Customers are responsible for packaging returned products appropriately to help prevent damage during return transportation.
3. PERSONALISED AND CUSTOM-MADE PRODUCTS
Certain products sold by PROJECT CO GROUP LTD may be:
personalised;
custom-made;
made to order;
manufactured according to customer specifications;
produced using customer-supplied photographs, artwork, designs or information.
The statutory change-of-mind cancellation right may not apply to products made specifically to your requirements or clearly personalised for you.
Examples may include products manufactured using:
photographs supplied by you;
vehicle-specific designs;
custom artwork;
personalised text;
custom colours or specifications;
individual design requirements approved by you.
Where a product is personalised or custom-made, this will normally be indicated on the relevant product page, quotation, order information or correspondence.
Approval of custom products
Where we provide you with a design proof, preview or specification for approval, you are responsible for checking it carefully before approving production.
This may include checking:
spelling;
names;
vehicle details;
colours;
photographs;
design positioning;
dimensions;
other custom specifications.
Once a custom or personalised product has entered production, we may no longer be able to modify or cancel the order.
The personalised-product exception does not affect your statutory rights where a product is:
faulty;
damaged;
not as described;
incorrectly manufactured;
materially different from the specification agreed with us.
4. NON-RETURNABLE PRODUCTS
Subject always to your statutory rights, certain products may not qualify for change-of-mind returns where an applicable legal exception exists.
These may include:
personalised products;
custom-made products;
products manufactured specifically to customer requirements;
perishable goods;
sealed products that are not suitable for return for health or hygiene reasons once unsealed;
digital products where supply or downloading has begun and the applicable legal requirements have been met;
other products excluded from cancellation rights by applicable law.
Nothing in this section limits your rights where a product is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract.
5. FAULTY, DAMAGED OR INCORRECT ITEMS
Products supplied by PROJECT CO GROUP LTD must comply with applicable consumer law.
Among other requirements, goods must generally be:
as described;
of satisfactory quality;
fit for purpose where applicable.
If you receive an item that is:
faulty;
damaged;
defective;
incorrect;
materially different from its description;
materially different from an approved custom specification;
please contact us as soon as reasonably possible at:
Please provide:
your full name;
order number;
description of the problem;
photographs or video showing the issue where reasonably possible;
photographs of the packaging where the item arrived damaged.
Photographs and other supporting information can help us investigate the issue more quickly, but providing photographs does not remove any statutory rights you may have.
Depending on the circumstances, you may be entitled to:
a refund;
repair;
replacement;
price reduction;
another remedy provided by applicable law.
6. 30-DAY RIGHT TO REJECT FAULTY GOODS
Where applicable under the Consumer Rights Act 2015, Consumers generally have a short-term right to reject goods that do not conform to the contract within the applicable 30-day period.
This may apply where goods are:
faulty;
not of satisfactory quality;
not as described;
not fit for purpose where applicable.
Where the statutory requirements are satisfied, you may be entitled to reject the product and receive a refund.
After the short-term right to reject period has expired, you may still have other statutory rights, including rights relating to repair or replacement.
Nothing in this Policy is intended to restrict these rights.
7. HOW TO REQUEST A RETURN
Before returning any product, please contact us at:
Please provide:
your full name;
order number;
email address used for the purchase;
product you wish to return;
reason for the return where relevant.
For faulty, damaged or incorrect products, please also provide reasonable details of the issue.
We will provide the appropriate return instructions and, where necessary, the relevant return address.
Please do not return products to an address found elsewhere or send products directly to a manufacturer unless we specifically instruct you to do so.
8. REFUNDS
Once your returned product has been received, we may inspect it to confirm the circumstances of the return.
Where a valid statutory cancellation right has been exercised, we will process your refund in accordance with applicable consumer law.
Where applicable, the refund will include:
the price paid for the returned goods; and
the cost of our standard delivery option originally paid for the relevant order.
If you selected a more expensive shipping service, such as express or expedited delivery, we are generally not required to refund the additional amount paid above the cost of our standard delivery service.
Refunds will normally be issued using the same payment method used for the original purchase, unless another method has been expressly agreed.
Where legally applicable, we may wait until:
we have received the returned goods; or
you provide reasonable evidence that the goods have been returned,
before issuing the refund.
Eligible refunds will be processed without undue delay and within the time periods required by applicable law.
Once we issue a refund, additional processing time may be required by:
your bank;
card issuer;
PayPal;
another payment provider.
These processing periods are outside our direct control.
9. LATE OR MISSING REFUNDS
If we have confirmed that a refund has been processed but it has not appeared in your account:
Check your bank, card or payment account again.
Allow the normal processing period advised by your payment provider.
Contact your card issuer or payment provider.
Contact your bank if necessary.
If you have completed these steps and the refund is still missing, please contact:
Please provide your order number so that we can investigate.
10. SALE AND DISCOUNTED ITEMS
Products purchased during a:
sale;
promotion;
promotional campaign;
discount;
coupon promotion
are subject to the same statutory consumer rights as full-price products.
A discounted price does not remove your rights where a product is:
faulty;
damaged;
not as described;
incorrectly supplied;
otherwise non-compliant with applicable consumer law.
However, where a product was specifically discounted because of a defect that was clearly disclosed to you before purchase, your rights in relation to that particular disclosed defect may differ.
11. EXCHANGES
Where appropriate, we may offer a replacement or exchange where a product is:
faulty;
damaged;
defective;
incorrectly supplied.
To request an exchange, contact:
Please provide your order number and information regarding the issue.
For ordinary change-of-mind returns, we may handle the process by refunding the eligible returned product and asking you to place a new order for the replacement product.
Availability of replacement products cannot always be guaranteed.
12. RETURN SHIPPING
Change-of-mind returns
Where you exercise an eligible cancellation right because you have changed your mind, you will normally be responsible for the direct cost of returning the goods, provided you have been informed of this requirement.
We recommend using an appropriate shipping service for the value of the product.
For higher-value products, we strongly recommend:
tracked shipping;
proof of postage;
appropriate insurance where necessary.
You are responsible for ensuring that the returned item is packaged appropriately.
Faulty, damaged or incorrect products
Where a product is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, reasonable return arrangements will be handled in accordance with your statutory rights.
Please contact us before returning the product so that we can provide the correct instructions.
13. ORIGINAL DELIVERY COSTS
Where you validly cancel an entire eligible online order under your statutory cancellation rights, we will refund the cost of our standard delivery option where required by law.
If you selected a more expensive delivery service, such as:
expedited delivery;
express shipping;
premium shipping;
we are generally only required to refund an amount equivalent to the cost of our standard delivery option.
The additional premium paid for the upgraded service may therefore not be refundable.
Return delivery costs for a change-of-mind return will normally remain your responsibility where permitted by law and where you have been informed of this requirement.
14. PARTIAL RETURNS
If your order contains multiple products, you may return only certain eligible products rather than cancelling the entire order.
Any refund will be calculated based on the products validly returned.
Where only part of an order is returned, the treatment of the original shipping charge will depend on:
the circumstances of the return;
applicable law;
whether the delivery charge would have been the same for the products retained.
This does not affect your statutory rights.
15. GIFTS
Where a product was purchased as a gift, the legal purchase contract normally remains between PROJECT CO GROUP LTD and the person who originally purchased the product.
Refunds will therefore normally be issued to the original payment method used by the purchaser.
We may offer alternative arrangements at our discretion where appropriate.
This does not affect any applicable statutory rights.
16. PROOF OF PURCHASE
We may request reasonable proof that the product was purchased from PROJECT CO GROUP LTD before processing a:
return;
refund;
replacement;
exchange;
faulty-product claim.
Acceptable proof may include:
order confirmation;
order number;
receipt;
invoice;
bank statement;
card statement;
PayPal transaction;
other reasonable evidence demonstrating that the product was purchased from us.
17. ITEMS DAMAGED DURING RETURN SHIPPING
Where you arrange the return of a change-of-mind item, please ensure that the product is appropriately packaged to protect it during transportation.
We recommend retaining proof of postage until your return and refund have been completed.
Where a product is damaged during return transportation because it was not reasonably packaged, this may affect the amount refundable where permitted by applicable law.
This does not apply where responsibility for organising the return rests with us.
18. REFUSED OR UNCLAIMED DELIVERIES
Please do not refuse a delivery simply because you wish to cancel your order unless we have instructed you to do so.
If you wish to exercise a cancellation right, please contact:
A parcel that is refused, not collected or otherwise returned by the courier may take additional time to reach us.
Additional shipping or handling costs may apply in certain circumstances where legally permitted, particularly where a delivery could not be completed because of:
an incorrect address;
an incomplete address;
failure to collect the parcel;
repeated unsuccessful delivery attempts.
Nothing in this section limits your statutory rights.
19. RETURN ADDRESS
Please do not send a return without contacting us first.
The appropriate return instructions and return address will be provided after your return request has been reviewed.
This is important because the correct return location may vary depending on:
the product;
type of return;
reason for return;
fulfilment arrangements.
To start a return, contact:
20. INTERNATIONAL RETURNS
Customers returning products from outside the United Kingdom should contact us before sending the return.
Where you are responsible for return shipping, you may also be responsible for relevant international return shipping costs.
When completing customs documentation for a returned item, the parcel should be clearly identified as a returned product where appropriate.
PROJECT CO GROUP LTD is not responsible for unnecessary customs charges resulting from incorrectly completed return documentation where this is outside our control.
This does not affect your statutory rights.
21. YOUR STATUTORY RIGHTS
Nothing in this Refund and Returns Policy excludes, restricts or replaces any rights available to Consumers under applicable UK consumer protection legislation, including where applicable:
the Consumer Rights Act 2015;
the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If any provision of this Policy conflicts with a mandatory statutory consumer right, the applicable statutory right will take precedence.
22. CONTACT US
For questions regarding returns, refunds, cancellations, faulty products or your order, please contact:
PROJECT CO GROUP LTD
Company Number: 17421408
Website: projectcogroup.com
Email: contact@projectcogroup.com
Telephone: +44 7902 060679