Welcome to our customer service portal. Here you will find some additional information about several aspects of your order with us! If you are still in need of help, you can get in touch with us at any time.
- About Us
- Shipping & Delivery
- Terms & Conditions
- Privacy & Security
- Returning Your Order
- Placing your Order
- Placing a Back Order
- Tax, VAT And Importing
- Contacting Us
- Opening Times / Our Hours Of Work
- Loyalty Points & Refer A Friend
- Bulk Buying & Trade Accounts
- Product Reviews
- 3 for 2 deal
We would love for you to hear more about us - please visit our about us page.
Shipping & Delivery
Due to the amount of countries we supply and the vast amount of services we offer due to restructions on Hazadous goods we have created a SHIPPING TABLE for you to check to see a full list of options, rates and services. Please click here to check the rates.
Getting your order to you correctly and on time is a top priority for us.
All orders made before 3PM UK TIME Monday - Friday will be dispatched same day, most days we ship orders upto 4PM but cant guarantee orders after 3PM. if you have an urgent order placed after 3PM please get in touch with our team.
All shipping costs will be calculated for you at checkout - price depends on the method chosen, location, order value and if your order contains and hazadous items (such as batteries)
UK Next Working Day Delivery:
For Next Working Day Delivery we use Fedex, DPD, Royal Mail and DX, all services are only guaranteed for next working day delivery, meaning that delivery shouldn't be expected on a Saturday, Sunday or Bank Holiday.
If you require a guaranteed Saturday service, please ensure this is selected at the checkout
Change of Shipping Method:
Sometimes, at our discretion, we may upgrade your delivery if we believe it is a more suitable service for you.
Shipping Orders Containing Batteries:
If your order contains a battery, you will only be presented with the shipping methods that are able to carry batteries. Please view HERE to see battery shipping information.
Terms & Conditions
For the boring bits we have a dedicated page; please see our Terms & Conditions page.
Privacy & Security
A copy of our privacy statement can be found here.
Returning Your Order
If you wish to return your order to us for a full refund, you can do so within 30 days of purchase. Items must be returned in the same condition they were received in, complete with packaging with no signs of installation or use. We highly recommend packaging the item well and using a tracked service, as we are not responsible for any loss or damage in transit.
Please contact us prior to returning items; please don't simply post the item back, always include your details, order number or proof of purchase to help us track where it's come from. We usually process return the day they arrive in but this can take 1-2 days for us to process the return, excluding weekends and Bank Holidays. Returns that come back to us without the correct information can be rejected at our discretion and returned to the sender.
Although faults are rare, they do unfortunately happen from time to time. In the event that you believe you have a defective part, please get in touch with us, we will help troubleshoot any problems with you. If the part is defective, we will discuss options for replacement, we usually require items back, if a return is required we will provide a paid return label.
All of our products come with a warranty. The warranty length is stated on the product's description and starts on the day you take delivery of your goods.
All warranties offered unless otherwise stated, are warrantied and handled by The Replace Base Ltd on the behalf of the manufacturer or distributor. When returning items under warranty (after the initial 30 days), you are responsible for the cost of safe return to us and to ensure we receive the item in reasonable condition.
Once we receive your goods, we will carry out any necessary testing and checks and will replace the part for you. In the event that the part has been discontinued or no longer available, we will offer a suitable replacement or refund.
Our warranty does not cover damage to the part caused by fitting or removal of the part. If a part is returned to us with damage, this will unfortunately not be covered under warranty.
Placing Your Order
You can place your order with us directly on our website. We accept credit/debit card, PayPal Express as well as Amazon Pay, Google Pay and Apple Pay. Once you have completed your order, we will send you a confirmation email to the address provided and will send you a further email to notify you when your order has been shipped.
Orders can be tracked by logging into your account at the top of the page and clicking login - if you have any questions or are having trouble logging in, please contact us, if you didnt create an account we will still keep you updated by email.
Cancelling and order amendments:
We process several hundred, sometimes thousands of orders every day, once your order has been completed its very hard for us to locate the orders as they are amongst sevaral very simular looking packages, once your order has been pacakged and completed for shipment we are unable to add to the order, amend the order and in some cases cancel the order.
Payment, Pricing & Promotions:
Although we endeavour to ensure that all pricing information on the website is accurate, occasionally an error may occur and goods may be priced incorrectly. If we discover a pricing error we will, at our discretion, either: contact you and ask you whether you wish to cancel your order or continue with the order at the correct price; or notify you that we have cancelled your order. We will not be obliged to supply goods at the incorrect price.
Orders can be viewed by logging into your account at the top of the page and clicking login. If you didn't create an account with us at the time of order (using Guest checkout), you can email us at any time and we will be happy to provide copy documentation.
Updating Account Information:
Account information can be changed by logging into your account at the top of the page and clicking login.
Placing a Backorder
We now offer the ability to place some out of stock items on back order, please note the following when making a back order
- If a product is out of stock, the website will notify you on the product page and basket, along with an estimated time of arrival with us (ETA) if one is available and confirmation of back order items on the checkout page.
- If your order contains multiple items including some that are "in stock" then your order will ship in a single consignment when your back ordered items have arrived, if you require the "in stock" items to be dispatched sooner please either create a new order for these items or contact us to arrange payment for the additional shipping fees
- Your return window and warranty will start the day your order arrived with you, not the time of order, for example if an item is on back order for 6 days before arriving, the return window will be 36 days from the original order being placed.
- You can cancel and have a refund on back ordered items at any time, we dont charge restocking or processing fees
- We actively monitor back orders, if your order has been on back order for some time or we no longer think we are able to obtain the stock we may cancel the order and update you
- The postage method you choose for example "Next Working Day" on back order items wont mean that your back order will arrive "Next Working Day" but will be sent using the "Next Working Day" method once its back in stock
Tax, VAT and Importing
We are a UK, VAT registered company and as such we do charge 20% VAT on all UK orders. A VAT invoice will be supplied to you. If you are exempt from paying VAT (for example you live in the Channel Islands or are a VAT registered company outside of the UK, but within Europe), your VAT will be removed at the checkout.
Although we usually start early and finish late, our official working hours are:
|Monday||10AM-5PM||Orders placed before 3PM will be shipped same day*|
|Tuesday||10AM-5PM||Orders placed before 3PM will be shipped same day guaranteed, we do however usually ship upto 4PM|
|Wednesday||10AM-5PM||Orders placed before 3PM will be shipped same day guaranteed, we do however usually ship upto 4PM|
|Thursday||10AM-5PM||Orders placed before 3PM will be shipped same day guaranteed, we do however usually ship upto 4PM|
|Friday||10AM-5PM||Orders placed before 3PM will be shipped same day guaranteed, we do however usually ship upto 4PM|
|Saturday||6AM – 10AM||We start early and finish early on a Saturday, this is to ensure all orders from Friday are shipped on Saturday or prepared for shipping on Monday.|
|Sunday||CLOSED||Although we are technically closed on a Sunday, we may have someone on hand to help with any email queries, this is not guaranteed.|
|UK Bank Holidays||CLOSED||Although we are technically closed on a Bank Holidays we may have someone on hand to help with any email queries, however this is not guaranteed.|
Loyalty Points and Refer A Friend
If you decide to create an account with us (standard or trade) you will earn Loyalty Points.
Current standard rates of loyalty points are:
£1 spend = 1 point, 1 point = £0.01
Points are issued on item value only and does exclude shipping costs.
No minimum spend is required to redeem points, points can be used to purchase the entire order amount and can also be used on shipping fees.
We often allocate points to customers for returns (in place of postage if the customer is happy with this) or as gesture fo goodwills, these points will have no set expirey date.
For points earned though ordering on our website the points will expire in 100 days, you can see what points are set to expire by logging into your account.
Reward points cannot be used to pay for shipping costs, shipping costs must be paid by Paypal, card or Amazon Pay. If the delivery option selected is 'Collect from our warehouse' then your points can be used for the full amount of your order.
Refer a Friend
We have now introduced a refer a friend programme, in your user account you can now create an affiliate link, this link us unique to you and anyone who signs up for an account and places an order using your link will receive a £5 discount and you will receive £5 voucher to spend on future orders.
Usage is unlimited, you can share links on social media, forums and your own website, rewards are unlimited also however we have steps in place to spot fradulent use of the programme and if your found to be creating user accounts to redeem money fraudulently we will remove your account priviledges and may seek to recover costs.
Your rewards and usage can be monitored by logging into your account.
Trade Account And Bulk Buying
Standard trade customers get discounts upto 15% off advertised prices on our website, get parts next day, still earn loyalty points and get dedicated support!
We offer some excellent services for trade customers and organizations; please visit our dedicated trade page .
If your just looking for a bulk order for a project please take a look at our Bulk buying page.
We work very hard to ensure our customers are happy, however we understand sometimes things can go wrong. When they do, we want the chance to put it right for you - please contact us with any complaints or concerns, this will get escalated to the correct person who will get back to you as soon as possible.
We actively encourage our registered users, guests and staff to contribute to the community and help post and answer questions.
We politely ask that all questions are relevant to the products, and the answers are relevant to the question. Any swearing, off topic, racist or malicious comments will be removed
We actively encourage product reviews on our website, however we do moderate these to ensure they are relevant for the product in question and beneficial to customers - reviews will be moderated before publication.
We do publish all reviews that follow our guidelines - when placing a product review, please ensure the following criteria is met:
The review must be in relation to the product you are leaving it for - if you have purchased multiple products please try to keep the relevance on the product in question.
If the review mentions faults, transit damage or any other aspect of the product failing this will not be included as it's not typical of the product - we would encourage that you get in touch with customer service if your item isn’t working as expected.
The review cannot contain any coarse language, derogatory/defamatory comments or any material that could be deemed discriminatory - this includes but is not limited to comments of a racist, sexist or homophobic nature.The review should be in relation only to the item and delivery, not a review of the buying or service experience.
We recommend you are signed into your account when leaving a review - although not a requirement, it does give us your contact details should we need to contact you in regards to the review.
3 for 2 Mix and Match deal
We now offer a 3 for 2 deal on thousands of products across the website, all items in the offer are clearly marked as being within the promotion.When 3 items (or 3 of the same item) within the promotion are added to your basket a discount will automatically be applied to remove 100% of the price of the cheapest item.
This promotion can be used unlimited times for our Trade customers and up to 3 times per transaction for standard users, meaning you can add for example 9 applicable items and receive 3 ‘Free’ items or for Trade customers 90 applicable items and receive 30 ‘Free’ items with a max discount of £100 per transaction.
This offer is valid with other offers and it can be used alongside our Loyalty Points programme.
If you find that you would like to return a single or multiple item on the deal this will effectively ‘break’ the deal and return items to the full cost; for example:
Item 1: £15
Item 2: £10
Item 3: £5 (free item)
- If item 1 was returned for a refund, we would refund £10 (the price of the item 1 minus the cost of the now chargeable (previously free) item.
- If item 2 was returned, we would refund £5 (the price if item 2 minus the cost of the now chargeable (previously free) item.
- If item 3 was returned, we would refund £0 as item 1 and item 2 would be now removed from the deal and charged at full price.
- If item 1 and 2 was returned, we would refund £20 as the previously free item would now be chargeable.