Terms of service

Warranty

We offer a comprehensive warranty on all Probite products.

Certain products, such as safety or chemical items, may have conditions that apply uniquely to them and therefore not all conditions can be deemed to apply universally to every product we sell. For clarification on any warranty issue, please contact us.

All customers are requested to activate their warranty following receipt of their purchase by providing their order number, current vehicle registration number and mileage. This information will then be linked to your purchase and used to validate any future claims.

Our warranty covers the replacement of a defective or faulty product with a similar product or refund of purchase value only, excluding all labour and ancillary charges such as vehicle towing, fitting, inconvenience, purchasing of other manufacturers' products and all other tertiary or additional elements that were not wholly part of the originally dispatched and purchased order.

The Probite warranty is valid for a period of twelve months from the date of purchase or up to a usage limit of 10,000 miles, whichever is the sooner, of typical and legal road use as expected for your type of vehicle and the purchased part.

All aspects of this warranty are considered invalid if the product is used for racing, rallying, drifting, track day experience driving, or any other form of competition or illegal activity. We do not offer a product warranty for items used under any conditions other than regular and legal road driving on paved and officially recognised highways in the UK.

Our warranty is not offered on any products found to be incorrectly installed, subject to abuse or misuse, modified in any way or partnered with any unadvised or incorrect components and ancillary products.

In the event of any warranty claim, the customer accepts responsibility for returning the products to us at their own cost. Goods that go missing in transit remain the responsibility of the customer until Probite confirms receipt. We, therefore, advise that an insured and signed-for delivery service is used.

Under a warranty claim, the customer agrees to contact us before returning any products. This contact must be in writing via email, outlining the original order number, customer details, product details and the nature of the fault. The customer must quote their invoice number or warranty claim ID on all subsequent correspondence.

Once we have received your initial information we will supply a warranty or returns ID and confirm the full procedure specific to your claim and confirmation that you can now send the items back to us for review.
When we receive the items, we will confirm receipt if requested and will then complete a thorough inspection which will take between two and four weeks. All warranty claims are individually tested and verified and additional proof or information on the nature of the fault must be provided upon request, as per the terms of the applicable and active warranty.

After confirmation of your claim, we will either refund your payment, or arrange for a replacement item to be shipped to you. If replacement parts are required urgently a new payment transaction must be taken before we can send the new parts. Once the original faulty goods are back and have been inspected and have proven to be faulty a refund will be made via the original payment method.

Fraud

Any fraudulent claims against the Probite warranty will be reported to the relevant authorities. We will always assist any legal or governing bodies to investigate fraudulent or misleading claims.

Returns

We provide a 14-day returns and exchange policy on all standard and non-hazardous products, as per the legally required UK distance selling regulations. Unwanted products should be returned in their original condition and original packaging. All returned products must be unopened and uninstalled and will be subject to inspection once we receive them. The customer accepts responsibility for the cost of returning unwanted items and we advise that an insured and signed-for delivery service is used.

We reserve the right to apply, where appropriate, a restocking and handling charge of up to 20% of the value of the goods.

Any products returned without sufficient packaging or protection and found to be damaged upon arrival to us, will not be accepted and will remain the customer’s property. These goods can be shipped back to the customer at their additional cost or can be made available for collection from our goods warehouse. 

Some of our products are classed as tailor-made and/or personalised goods in that they are made directly as a result of the placed order and for the exact vehicle specifications as confirmed by the customer. These product categories include all performance brake discs. These products are exempt from the standard Distance Selling Regulations and Consumer Contracts Regulations and can only be returned due to a warranty claim.

Damage during shipping

If the customer finds that the goods appear to have been damaged during shipping, the customer must notify Probite in writing within five days of delivery.

No shipping damage claims will be accepted after five days of the goods being delivered.

The customer must quote the order reference number on all correspondence, along with name, address, contact details and a description of the damage and to which items ordered.

Once we have received this written confirmation, we will advise on whether the items can be collected or returned and, following successful inspection, will arrange for replacement items or a monetary refund to be offered.

Missing or incorrect items

All discrepancies regarding quantity or specific item type must be notified to us in writing via email within five working days. The customer must quote their order number, name, address and contact details along with a summary of the error.

All requests will be investigated, both internally and with the courier service.

Customers will be notified of the outcome within 2 - 5 working days of receiving notice. If the report of missing of incorrectly shipped items is correct, we will always seek to provide the appropriate items to complete your order or to offer a refund where applicable.

Refunds

All refunds will only be made back to the original payment method from the original or corresponding order. In the event of certain claims/conditions, Probite reserves the right to offer a replacement and suitable product of equal or higher value to fulfil its obligations. Statutory rights are not affected.