Clear guidance on returning a product, cancelling an order and receiving a refund.
We want ordering from Rival Performance to be simple and straightforward. This page explains how to cancel an eligible order, return a product and receive a refund.
Please check compatibility, specifications and estimated lead times before ordering. If you are unsure whether a product is suitable for your vehicle or intended use, contact us before purchasing and our team will be happy to help.
Different procedures apply to faulty, damaged or incorrectly supplied products. These are covered on our Warranty & Faulty Products page.
This policy is issued by Rival Ltd trading as Rival Performance. The consumer rights described here apply to qualifying consumer purchases. Use our website contact form to cancel or discuss a return.
The 14-day change-of-mind policy applies to new purchases made under these terms. If an earlier order included a longer agreed return period or warranty, that existing promise remains applicable to that order.
You may inspect eligible goods as you reasonably could in a shop. Keep components, instructions and packaging where possible. Handling beyond what is necessary to establish the goods’ nature, characteristics and functioning may lead to a lawful deduction for the resulting reduction in value. Opening packaging does not by itself remove the statutory cancellation right.
Contact us
Use our website contact form to tell us you wish to cancel within 14 calendar days of receiving eligible goods. Include your order number and product details where available.
Return it safely
After telling us you are cancelling, send eligible goods back within a further 14 calendar days. Pack them securely and keep evidence of sending them.
Receive your refund
For a statutory cancellation, we refund without undue delay and within 14 days after receiving the goods back or evidence that you sent them back, whichever is earlier. Where we have offered to collect the goods, the deadline runs from your cancellation notice.
How do I request a return?
Use our website contact form and tell us clearly that you wish to cancel within 14 calendar days after receiving eligible goods. For a single order delivered in separate consignments, the period normally runs from receipt of the last item. You can cancel before delivery too. No reason is required.
Include your order number and the goods concerned so we can identify the purchase. We will tell you the appropriate return address. A return reference helps us process the parcel but does not make your statutory cancellation dependent on our approval. Send the goods back within 14 days after notifying us. You may also cancel by another clear statement, including by email to support@rivalperformance.co.uk.
Can I cancel before dispatch?
Contact us as soon as possible. We will try to stop dispatch, but a parcel already being prepared or carried may still arrive. Processing, supplier ordering or dispatch does not by itself remove a statutory cancellation right. If eligible goods arrive, follow the return instructions.
Different rules apply to goods genuinely made to your individual specification or clearly personalised, as explained below.
What condition must returned products be in?
You may inspect eligible goods as you reasonably could in a shop. Keep all components, instructions and packaging where possible and take reasonable care of the goods.
We may make a lawful deduction for an actual reduction in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. Installation, use, contamination or damage can reduce value. Opening packaging does not by itself remove your statutory cancellation right. Faulty or misdescribed goods are dealt with under separate consumer rights.
Who pays for return delivery?
For a change-of-mind return of correctly supplied goods, you pay the direct return cost where this was disclosed before purchase. Pack the goods securely and retain proof of sending. We recommend a tracked service and appropriate cover for valuable items; these recommendations do not replace your statutory rights.
For items that cannot normally be returned by post, any required information about return costs must be provided before purchase. For faulty, damaged or incorrectly supplied goods, contact us to arrange the appropriate return.
Which products cannot be returned for change of mind?
The statutory change-of-mind cancellation right does not normally apply to goods genuinely made to your individual specification or clearly personalised. Merely ordering a standard part from a supplier, making a standard product after an order, or describing an item as a special order does not automatically make it exempt.
Use or contamination of oils and other consumables can reduce their value; it is not treated as a blanket exception for every opened product. Any applicable legal exception must be explained before purchase. Rights relating to faulty or misdescribed goods remain.
How are refunds processed?
For an eligible statutory cancellation, we refund without undue delay and no later than 14 days after receiving the goods back or evidence that you sent them back, whichever is earlier. If we have offered to collect the goods, the deadline runs from notification of cancellation.
Refunds use the original payment method unless you expressly agree otherwise, without a fee for reimbursement. When you cancel the whole order, we also refund the cost of our least expensive standard delivery option. The extra cost of an upgraded delivery service and a correctly disclosed change-of-mind return cost are not refunded.
We do not deduct restocking, administration or payment-processing fees from a statutory cancellation refund. A lawful deduction for diminished value may apply as explained above. Your bank or payment provider may take time to show an issued refund.
Can I return something after the return period?
No. Rival Performance does not accept discretionary change-of-mind returns after the applicable return period has expired.
Please inspect your order promptly and contact us within the stated timeframe. Changes to your vehicle, build plans or personal circumstances do not extend the return period. This does not affect separate rights relating to faulty, damaged, incorrectly supplied or misdescribed goods.
What if the product is faulty, damaged or incorrect?
Do not use the standard change-of-mind return process if the wrong product was supplied, the parcel arrived damaged, components are missing, the product appears faulty or it does not match its description.
Visit our Warranty & Faulty Products page and contact us with your order number, photographs and any supporting information. We will review the issue and explain the next steps.
Custom-made and personalised products
Examples of potentially bespoke goods include parts fabricated to unique measurements, customer-specific machining or another genuinely individual specification. We will identify an applicable cancellation exception before the order is placed.
An ordinary catalogue choice or a supplier-ordered standard part is not automatically bespoke. The exception does not remove rights where goods are faulty, not as described, not made to the agreed specification or subject to another legal cancellation right.