We’re here to help when something isn’t right.
We carefully source products from established manufacturers and distributors, but occasionally a product may arrive damaged, be incorrectly supplied or develop a fault.
Please contact our team before removing, returning, repairing or disposing of the product. We will review the information provided and explain the correct next steps.
A manufacturer warranty is additional to your statutory rights and does not replace any rights that apply to your purchase.
A clear three-step process
Providing complete information at the beginning usually allows us to investigate the issue more quickly.
1. Tell us what happened
Provide your order number, vehicle details and a clear description of the problem. Include photographs or videos where possible.
2. Help us investigate
We may request installation information, fault codes, diagnostic evidence, mileage details or further photographs before arranging a return.
3. Assessment and resolution
The product may need to be inspected or tested. Once the cause has been assessed, we will confirm the appropriate next step.
Contact us before carrying out further work.
Please do not dismantle, modify, attempt to repair or dispose of a product before contacting us. Continuing to use a product after an issue becomes apparent may cause further damage and make the original problem more difficult to assess.
Where installation may be relevant, we may request the fitting invoice, installer details, photographs, diagnostic reports or confirmation that the manufacturer’s installation procedure was followed.
Do not arrange replacement labour, recovery or third-party repairs on the assumption that these costs will automatically be reimbursed. Any proposed costs should be discussed and agreed with us in writing before work begins.
Arrived damaged, incomplete or incorrect?
Please contact us promptly and retain the product, outer packaging, courier labels, internal packaging, protective materials and all supplied components.
Send clear photographs of the outer parcel, shipping label, internal packaging and the affected product. Please do not discard packaging or attempt installation until the issue has been reviewed.
Everything you need to know
How do I report a faulty product?
How do I report a faulty product?
Contact us with your order number, vehicle registration or specification, installation date, current mileage and a clear description of the issue.
Include photographs, videos, fault codes or diagnostic information where available. Complete information helps us review the issue more quickly.
Should I return the product immediately?
Should I return the product immediately?
No. Please contact us before returning anything.
Some products require specific evidence, troubleshooting or a particular return route. Products returned without prior contact may be sent to the wrong location or may not include the information required for assessment.
What information may be required?
What information may be required?
Depending on the product and issue, we may request your order number, vehicle details, installation date and mileage, installer details, fitting invoice, photographs, videos, fault codes, diagnostic reports, maintenance history and details of any troubleshooting already completed.
How is a product fault assessed?
How is a product fault assessed?
We will first review the information supplied and may provide troubleshooting steps or request further evidence.
Where the issue cannot be confirmed remotely, the product may need to be returned to Rival Performance, a distributor or the manufacturer for inspection and testing. A warranty claim is not approved solely because a fault has been reported; the cause must first be assessed.
How long does a warranty assessment take?
How long does a warranty assessment take?
Assessment times vary depending on the product, manufacturer and type of issue. Some cases can be resolved from photographs or diagnostic information, while others require the product to be returned and tested.
We will provide updates when meaningful information becomes available, but third-party assessment times cannot always be guaranteed.
What is normally excluded from a manufacturer warranty?
What is normally excluded from a manufacturer warranty?
Manufacturer warranties commonly exclude issues caused by normal wear and tear, incorrect installation, misuse, accidental damage, inadequate maintenance, contamination, unauthorised modification or use outside the product’s intended specification.
Track, competition or motorsport use may also be excluded by some manufacturers. Coverage varies by product and manufacturer, and every claim is considered individually. These exclusions do not remove any statutory rights that apply.
Does installation or modification affect the claim?
Does installation or modification affect the claim?
Installing a product does not automatically prevent a valid claim. However, installation damage, incorrect fitting, incompatible components, unauthorised modification or use outside the intended specification may affect whether the issue is considered a product fault.
Please retain installation records and contact us before altering, dismantling or repairing the product.
Who pays for returning a suspected faulty product?
Who pays for returning a suspected faulty product?
Contact us before arranging return delivery. The correct arrangement will depend on the nature of the issue and the information available.
Where a product is confirmed to breach the rights applicable to the purchase, reasonable return arrangements will be handled accordingly. Please do not arrange an expensive courier service without prior agreement.
Are fitting, removal or diagnostic costs covered?
Are fitting, removal or diagnostic costs covered?
Product warranties do not automatically include removal, fitting, diagnostic, recovery, storage, vehicle-hire or other additional costs.
Do not authorise third-party work on the assumption that these costs will be reimbursed. Any proposed contribution must be agreed with Rival Performance in writing before the work is carried out, except where a separate legal entitlement applies.
What happens if the product is confirmed faulty?
What happens if the product is confirmed faulty?
The appropriate resolution depends on the product, its age, the nature of the issue and the rights or manufacturer-warranty terms that apply.
This may include repair, replacement, refund, price reduction or another suitable resolution. We will explain the available option once the assessment has been completed.
What happens if no product fault is found?
What happens if no product fault is found?
Where testing identifies no product fault, or the issue is found to result from installation, vehicle condition, incompatible components, misuse or another external cause, the claim may be declined.
Reasonable inspection, testing and return-delivery costs may apply where permitted. Where reasonably possible, we will explain any expected charge before additional work is carried out.
Does a manufacturer warranty replace my statutory rights?
Does a manufacturer warranty replace my statutory rights?
No. A manufacturer warranty is additional to your statutory rights and does not replace them.
The rights and remedy available depend on the circumstances, age of the product and nature of the issue. Please contact us so the matter can be reviewed correctly.