Terms & Conditions.

All repairs and exchange services are covered by a 2-year warranty beginning on the date your unit is delivered back to you. The warranty covers:

• Faults directly related to the repair work we carried out
• Defects in components we supplied as part of your repair or exchange service

The warranty covers the specific fault repaired. New or unrelated faults that develop over time fall outside its scope.

Should the original fault reoccur within the 2-year period and be confirmed as related to our work, you may choose:

• A further repair, carried out free of charge
• A full refund

The choice is entirely yours. In the rare event that neither option is technically possible, we will discuss a fair resolution with you directly.

Exchange units are professionally tested and reconditioned before dispatch. Where a valid warranty claim is accepted, we will — at your preference — repair, replace, or refund. Any refund may be reduced to reflect reasonable use already received.

Our warranty covers the unit we repaired, not the vehicle as a whole. If a unit is returned, tested, and confirmed to be functioning correctly but the vehicle continues to show the same symptoms, this indicates the fault may lie elsewhere. We will explain our findings clearly and help guide your next steps. A diagnostic fee may apply in line with our payments policy.

The warranty does not apply to faults or damage caused by:

• Incorrect fitting, removal, or installation
• Vehicle wiring faults, low voltage, battery issues, or jump starting
• Water ingress, corrosion, or physical impact damage
• Coding, programming, or configuration issues outside the scope of the original service
• Repairs or modifications carried out by a third party after our work
• Normal wear and tear or age-related deterioration
• New or unrelated faults not previously repaired

• Contact us before returning your unit — we'll guide you through the process
• Have your ticket number ready
• Follow the return instructions we provide

For approved claims, we provide a prepaid shipping label and QR code for both return and re-delivery at no cost to you. Unauthorised returns may be declined. All warranty claims are subject to inspection and testing.

This warranty applies equally to trade and consumer customers. We do not accept liability for labour costs, vehicle downtime, recovery charges, loss of earnings, or other consequential losses.

• This warranty is non-transferable and applies to the original purchaser only
• Coverage applies to services supplied and used within the United Kingdom only

We accept payment via WooPayments and PayPal. Available methods may include debit and credit cards, Apple Pay, Google Pay, and PayPal depending on your selection at checkout. All payments are processed securely. Full payment is required at checkout — orders are not confirmed and no work will begin until payment has been successfully received.

Prices shown cover only the specific faults listed for the purchased service. If additional faults are identified after inspection, we will contact you with a quotation before proceeding. No additional work will be carried out without your approval.

For exchange services, the original unit must be returned within 14 days. If not returned within this period, a £50 core surcharge becomes payable, invoiced or issued via a secure payment link and payable within 5 working days.

Orders will not be processed where payment fails, is reversed, or is subject to a chargeback. We reserve the right to suspend services until any payment issue is resolved.

Blackstone Auto Electronics Limited is not currently VAT registered. VAT is not charged on any orders.

Trade and business customers use the same checkout process as private customers. By placing an order as a trade customer, you confirm the purchase is made in the course of business.

We accept orders and payments from UK customers only. International payments are not accepted.

For all website orders, we provide a free Royal Mail Tracked 24 shipping label and QR code, sent automatically by email after checkout — typically within 30 minutes. You can print the label yourself, show the QR code at a Post Office for the label to be printed, or use a Royal Mail Parcel Locker. A free Royal Mail collection is also available if you contact us to book it; using collection adds one extra working day to the overall turnaround. You must use the label or QR code provided. Items sent via alternative methods are sent entirely at your own risk.

You are responsible for securely packaging items when sending them to us. We are not liable for damage caused by inadequate or unsuitable packaging.

Repairs are completed and dispatched within 48 hours of receipt at our workshop, excluding weekends and bank holidays. Standard return delivery is via Royal Mail Tracked 24, insured up to £75.

Exchange units are dispatched on the next working day following order confirmation. A prepaid return label for the original unit is included in the box. If your return label is missing, contact us and one will be provided free of charge.

• We are not responsible for loss or delay where our provided shipping labels are not used
• We are not liable for delays caused by Royal Mail or other factors outside our control
• You are responsible for ensuring delivery details are correct at checkout
• Additional costs arising from incorrect addresses or missed deliveries may be passed on where reasonably incurred

We provide shipping services to the UK mainland only. International shipping is not available.

Under the Consumer Contracts Regulations 2013, you normally have the right to cancel within 14 days of placing an order. For repair and diagnostic services, this right ends once work has begun with your consent. By placing an order, you acknowledge that processing and preparation may begin immediately.

Repair and diagnostic services are non-returnable once work has started. Refunds will only be issued where we are unable to carry out the purchased service, or where the service is cancelled before any diagnostic or repair work has begun.

Exchange units may only be returned where the unit remains unused and unfitted, and the tamper seal and protective packaging are intact. If packaging seals have been broken or the unit has been opened, a deduction of up to £50 may be applied. Used or fitted exchange units are not eligible for return.

If an exchange unit is found to be faulty or incorrectly supplied, we will — where appropriate — repair, replace, or issue a refund. This does not affect your statutory rights.

The core must be returned within 14 days. If a refund is requested and the core has not been returned, the £50 core surcharge will be deducted from any refund issued.

Refunds may be refused or reduced where returned items are damaged, incomplete, or show signs of fitting, use, or modification.

• Covered by us where an item is faulty or incorrectly supplied
• The responsibility of the customer in all other circumstances

Approved refunds are issued to the original payment method and processed within 10 working days of return inspection or refund approval.

We take all complaints seriously and aim to resolve them promptly. If you are unhappy with any aspect of our service, please contact us in the first instance by email. We will acknowledge your complaint and provide a resolution within a reasonable timeframe.

If we are unable to resolve your complaint, you may be entitled to refer the matter to an alternative dispute resolution (ADR) scheme or seek redress through the courts. Your statutory rights are not affected.

Nothing in these terms limits or excludes your rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable UK consumer legislation.

For independent advice, contact Citizens Advice or the Citizens Advice consumer helpline.

Our privacy policy, available on our website, explains how we collect, use, and protect your personal data in accordance with UK GDPR.