Your repair. Your rights. The details, in plain English.
Blackstone Auto Electronics Limited, company number 16919269, registered in England and Wales. Registered office: Suite RA01, 195–197 Wood Street, London, E17 3NU.
Our registered office is for correspondence only. Do not send units to that address. Use the repair address on the postage label or instructions we provide.
These terms apply to our repair services. We repair your own unit; we do not offer an exchange service. Contact us at [email protected].
If you buy mainly for personal purposes, you are a consumer. If you buy for your business, you are a business customer. Having a trade account does not, by itself, remove consumer rights from a genuinely personal purchase.
The service description and agreed quotation define the unit and faults covered by your booking. Check the unit details before ordering and ask us if you are unsure. Payment is taken through the options available at checkout, including WooPayments and PayPal.
We take payment in advance. Your contract is formed when we confirm acceptance of your booking by email. If we cannot accept it, we will tell you and refund your payment. Keep your confirmation and the terms supplied with it.
Prices are in pounds sterling. We are not VAT registered and do not charge VAT. Any additional work must be explained and priced for your approval before we carry it out. We will not treat your silence as agreement to extra charges.
If we cannot repair your unit, you receive a full refund and free return postage.
There are no testing, diagnostic or handling fees.
If testing shows that the fault is outside the service you booked, we will explain our findings and any available options. We will not carry out chargeable additional work without your agreement. If we cannot provide the repair and you do not agree to an alternative, our no-repair-no-fee promise applies.
For cancellation of a repair in progress, see the cancellation section below.
Free tracked postage both ways covers England, Wales, Scotland (including the Highlands and islands), Northern Ireland, the Isle of Man and the Channel Islands. We use Royal Mail services, normally Account Tracked 24; the available service and delivery times may vary by destination.
We normally email your prepaid label and QR code within 30 minutes of booking. Follow the instructions sent with them and contact us if they do not arrive. Keep proof of posting and pack the unit securely, with suitable cushioning and protection from leaks or impact.
Most repairs are completed and dispatched within two working days of arrival. This is an estimate, not a guaranteed deadline, and excludes delivery time, weekends and bank holidays. Complex faults, parts availability, an agreed delayed start or the need for your instructions can take longer. We will tell you about material delays and discuss your options.
Tracked 24 is a delivery service, not a guarantee that every parcel arrives the next day. If a parcel is delayed, lost or damaged, contact us so we can investigate with the carrier. Courier compensation limits do not automatically limit your legal rights against us. If you arrange your own carrier, contact us first for the correct repair address.
Tell us promptly about any address errors. We will discuss any genuinely necessary additional delivery costs with you before incurring them. Nothing here excludes responsibility for loss or damage caused by our failure to exercise reasonable care and skill.
Every repair includes a two-year warranty, starting on the date the unit is delivered back after the original repair. It covers the fault we repaired and defects in components we supplied as part of that repair.
If the same covered fault returns, you choose a free repair or a full refund of the repair price paid. We may need to inspect the unit to establish the cause. We do not charge testing, diagnostic or handling fees. We arrange free postage for covered warranty returns and re-delivery.
The warranty does not cover a new, unrelated fault or damage caused by incorrect fitting, vehicle wiring or power-supply problems, water ingress, impact, subsequent alterations or ordinary wear. An exclusion applies only where that circumstance caused the fault being claimed for; third-party work does not automatically cancel every part of your warranty.
Contact us with the repair reference and a description of the problem before sending the unit. We will provide return instructions. This procedure does not prevent you exercising statutory rights. Where a refund is due under our warranty or no-repair-no-fee promise, we will issue it without undue delay and within 14 days of confirming that entitlement. This does not extend any shorter legal deadline.
A garage can pass the warranty to its customer, and it can transfer to a new owner when the vehicle is sold. The original expiry date stays the same. Provide the repair reference and reasonable evidence connecting the unit and vehicle to the claim.
We will not disclose a previous customer's address, contact details or payment information to a later owner. Any refund is made to the original payer using the original payment method where possible.
This warranty is additional to statutory rights and does not replace them. A warranty repair does not shorten the original warranty or restrict any rights arising from that further work.
If you book online as a consumer, you normally have 14 days to cancel, starting the day after the contract is made. You can cancel by sending a clear statement to [email protected] or writing to our correspondence address. A clear statement is sufficient; you do not have to use a particular form.
We normally begin work as soon as your unit arrives. If you need to cancel, contact us as soon as possible so we can check the progress of your repair and arrange the next steps.
If you cancel during the statutory cancellation period, any charge for work already supplied will be proportionate and made only where the law permits it, including where you expressly requested work to begin during that period and received the required information. There are no separate testing, diagnostic or handling fees.
Starting work does not automatically end your cancellation right. It ends on full completion within the cancellation period only where you expressly requested performance and acknowledged in advance that completion would end that right. Your rights concerning faulty or unsuccessful work remain.
For a valid statutory cancellation, we refund the amount due without undue delay and within 14 days after we are told of your decision, using the original payment method unless you expressly agree otherwise, without a refund fee. Contact us to arrange the return of a unit already with us. We will not deduct an undisclosed return-postage charge from your refund.
Business purchases do not receive this statutory consumer cooling-off right. Business customers should contact us promptly if they need to cancel; any agreed cancellation arrangement must be confirmed with them.
Approved trade accounts receive Standard (5%), Silver (10%) or Gold (15%) discounts on eligible repairs. Silver is reached at five completed orders and Gold at ten completed orders. The price and discount shown at checkout apply to that booking.
Referral rewards are account credit for eligible future orders, not cash. Where the referral offer provides £10 in points, it is earned after the referred new customer's first qualifying repair is completed. The offer shown when the referral is made explains eligibility.
Unused points expire after 12 consecutive months without a purchase on the account. A purchase resets this period; a login does not. Points expiry does not affect your warranty or statutory rights.
Changes to future offers do not retrospectively change completed contracts. Any restrictions on a reward must be clearly stated when it is offered.
We must provide consumer services with reasonable care and skill. Information about the service that you rely on can form part of the contract. Where we fail to meet our obligations, you may be entitled to repeat performance, a price reduction or other remedies provided by law.
We are responsible for foreseeable loss or damage caused by our breach of contract or failure to use reasonable care and skill. We do not exclude liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability the law does not allow us to exclude.
Our warranty concerns the unit and the repair supplied, rather than guaranteeing that every fault elsewhere in the vehicle will be resolved. This does not exclude a claim for loss for which we are legally responsible. Please contact us before incurring avoidable additional costs so we can discuss a practical remedy.
For business customers, liability remains subject to the law and any separately agreed, lawful written business terms. Nothing in those terms limits liability that cannot lawfully be limited.
Contact [email protected] with your order reference, what happened and the outcome you would like. We will investigate and respond within a reasonable time. If we cannot resolve a consumer complaint, we will provide information about an appropriate alternative dispute resolution body and whether we are willing or required to use it.
These terms are governed by the law of England and Wales, without depriving consumers of mandatory protections or court rights applicable where they live. Nothing here requires consumers to give up a right to bring proceedings in their home jurisdiction.
The terms agreed when you booked apply to that booking. Later website updates do not retrospectively change your contract. Our privacy notice explains how we use personal information.