Refund Policy

A legal disclaimer

The explanations and information provided on

At The Prime Drive Motors, customer satisfaction is important to us. We are committed to ensuring that every vehicle purchased from us meets the standards we promise. This Refund Policy sets out the circumstances under which refunds may be offered.

Vehicles Purchased On-Site (In Person)

All vehicles are sold as seen, inspected, and test-driven by the customer prior to purchase.
Once a vehicle has been purchased, ownership is transferred, and refunds are not typically offered unless required by law.
Customers are encouraged to carry out their own checks and are welcome to have an independent inspection completed before purchase.

Vehicles Purchased at a Distance (Online or Over the Phone)

If you purchase a vehicle without visiting our site in person, you may be entitled to a refund under the Consumer Contracts Regulations 2013.
In such cases, you have the right to cancel within 14 calendar days from the day the vehicle is delivered or collected.
The vehicle must be returned in the same condition it was supplied, with no additional mileage beyond a reasonable test.
Any delivery or collection costs incurred will be the responsibility of the customer unless otherwise agreed.

Faults and Consumer Rights

All vehicles sold come with the statutory rights under the Consumer Rights Act 2015.
If a vehicle is found to have a serious fault within 30 days of purchase, you may be entitled to a full refund.
After 30 days but within 6 months, we may offer a repair, replacement, or partial refund depending on the circumstances.
Wear and tear items (such as tyres, brakes, wipers, bulbs, etc.) are not covered by refunds unless faulty at the point of sale.

Non-Refundable Items

Refunds will not be issued in the following cases:

Change of mind after inspection and test drive.
Damage caused by the customer after purchase.
Modifications made by the customer after purchase.

Process for Requesting a Refund

To request a refund, please contact us in writing at info@theprimedrivemotors.com within the applicable timeframe.
Provide your purchase details, the reason for your request, and any supporting evidence (e.g., photographs or inspection reports).
We will review all refund requests fairly and in line with UK consumer protection laws.

Returns Procedure

1.1. Vehicles Purchased at a Distance (Online or Over the Phone)

Customers have up to 14 days from the date of delivery/collection to notify us of their wish to cancel under the Consumer Contracts Regulations 2013.
The vehicle must be returned in the same condition it was supplied, with minimal mileage (other than a short test).
Customers are responsible for return costs unless otherwise agreed.

1.2. Vehicles Purchased On-Site (In Person)

Vehicles purchased in person are sold as seen, inspected, and test-driven. Refunds or returns are not normally accepted unless the vehicle is found to be faulty under the Consumer Rights Act 2015.

1.3. Faulty Vehicles

If a vehicle develops a serious fault within 30 days, customers may be entitled to a full refund.
Between 30 days and 6 months, we will assess the issue and may offer a repair, replacement, or partial refund depending on the circumstances.
Beyond 6 months, issues will be assessed on a case-by-case basis in line with statutory rights.

Complaints Procedure

2.1. How to Make a Complaint

Complaints should be made in writing by email to info@theprimedrivemotors.com, including:
- Full name and contact details.
- Vehicle details (make, model, registration, date of purchase).
- A clear description of the issue or concern.
- Any supporting evidence (photos, reports, correspondence).

2.2. Acknowledgement

We will acknowledge receipt of your complaint within 5 working days.

2.3. Investigation

A full review will be carried out by management.
We may request further information or arrange for an independent inspection if required.

2.4. Resolution

We aim to resolve all complaints within 14 working days where possible.
If a resolution cannot be reached immediately, we will provide regular updates until the matter is concluded.

Escalation

If you are not satisfied with the outcome of your complaint, you may:

Request that your complaint is reviewed by senior management.
Seek advice from The Motor Ombudsman or your local Trading Standards office.

Contact

The Prime Drive Motors
Main contact: support@theprimedrivemotors.com

Escalations (formal/legal): admin@theprimedrivemotors.com

Phone: 07394 477531