Help with damaged deliveries, incorrect products and faults — from reporting an issue to resolving it.
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.
Your claim for goods supplied by Rival is against Rival as the retailer where consumer law applies; you do not have to rely solely on a manufacturer warranty.
Stop using a product if continued use could be unsafe or cause further damage. Where safe and reasonable, contact us before dismantling, repairing or disposing of it so we can investigate. We may request relevant installation records, photographs or diagnostic information that you have. Missing original packaging or a fitting invoice does not automatically defeat a valid consumer claim.
Discuss proposed removal, diagnostic or replacement costs with us first where practicable. This does not prevent urgent reasonable action for safety or to avoid further damage, or remove a legal right to recover reasonable costs.
Tell us what happened
Provide your order number, vehicle details and a clear description of the problem. Include photographs or videos where possible.
Help us investigate
We may request installation information, fault codes, diagnostic evidence, mileage details or further photographs before arranging a return.
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.
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?
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?
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?
We review the information available and may arrange proportionate inspection or testing where needed to establish the issue. We may involve the manufacturer or distributor, but Rival remains responsible for meeting its obligations as retailer. Assessment does not suspend or replace statutory rights or impose an additional burden of proof contrary to consumer law.
How long does a warranty assessment take?
Timing depends on the product and issue. We will explain the next steps and keep you informed. Consumer repairs or replacements must be completed within a reasonable time, without significant inconvenience and at no cost to you. Manufacturer delays do not remove those duties or any applicable refund deadline.
Misuse, installation and modifications
Rival is not responsible for faults, damage or resulting loss caused solely by:
- Misuse, abuse, accidental damage or use outside the stated product specification.
- Incorrect installation, adjustment, wiring or calibration by you or an independent installer you appoint.
- Failure to follow relevant installation, operating or maintenance instructions.
- Unsuitable modifications, incompatible components or software changes made by you or someone else for whom Rival is not responsible.
- Incorrect or incomplete vehicle information supplied by you, including relevant modifications.
These exclusions apply only where the problem was not caused or contributed to by a defect in goods supplied by Rival, an incorrect description, advice or installation for which Rival is responsible, or another breach of our obligations. Simply fitting or modifying a product does not automatically remove your rights for an unrelated fault. Nothing in this section excludes liability that cannot lawfully be excluded.
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?
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?
Contact us so we can agree a suitable return or collection method. Where you have a valid consumer claim for faulty, misdescribed or incorrectly supplied goods, Rival is responsible for reasonable return costs. A manufacturer's separate warranty procedure does not displace those rights.
Are fitting, removal or diagnostic costs covered?
A separate manufacturer warranty may have its own limits on labour and other costs. Those limits do not remove a legal entitlement against Rival. Where Rival is responsible, we meet the remedy and reasonable costs required by law. Discuss third-party work with us first where safe and practicable; urgent reasonable action for safety or to avoid further damage is not automatically excluded.
What happens if the product is confirmed faulty?
For consumer goods that breach the contract, there is normally a short-term right to reject within 30 days of delivery, subject to the rules that apply to the purchase. Later remedies generally begin with repair or replacement, carried out within a reasonable time, without significant inconvenience and at no cost to you.
If repair or replacement is unavailable, unsuccessful or not provided as required, you may be entitled to a price reduction or final rejection and refund. A lawful deduction for use can apply in some circumstances. We will explain the remedy relevant to your case; a credit note will not replace a refund you are legally entitled to unless you agree.
Where a consumer is entitled to reject goods, the refund must be made without undue delay and within 14 days after we agree that the consumer is entitled to it, using the same payment method unless otherwise expressly agreed and without a reimbursement fee.
What happens if no product fault is found?
If evidence shows the issue is caused by misuse, incompatible equipment or another cause for which Rival is not responsible, a consumer or manufacturer-warranty claim may not be justified. We will explain the findings.
Any chargeable diagnosis, testing or return delivery must have an agreed price or charging basis before that work is authorised. We do not charge for providing a remedy that we are legally required to provide without charge.
Does a manufacturer warranty replace my statutory rights?
No. A manufacturer warranty is additional to consumer rights and its expiry does not by itself end those rights. For a repair or replacement claim within six months, a fault is generally presumed to have been present at delivery unless that presumption is incompatible with the goods or fault, or the evidence shows otherwise. After that, evidence of an original fault may be required.
Goods need to be of satisfactory quality, fit for an agreed purpose and as described. Rights depend on the circumstances and are separate from any advertised warranty length.