Returns and Refunds Policy
Our 14-day money back guarantee
Thank you for choosing Metrocar for your used car purchase. We want to ensure your satisfaction with your vehicle. Please read our Return and Refunds Policy carefully to understand the terms and conditions.
1. Return Period
You may initiate a return or exchange within 14 days from the date of vehicle purchase.
2. Eligibility for Return
To be eligible for a return or exchange, the vehicle must be in the same condition as it was at the time of purchase and free from any damage not caused by normal wear and tear. The vehicle should not have exceeded 100 miles beyond the mileage at the time of purchase.
Remember that if you do return the car, you’re liable for any damage you may have caused to it. If you spot damage before or on collection, confirm this to us immediately and send us pictures if possible.
3. Return Process
To initiate a return, please contact our customer support team at 02045402548 or contact@metrocar.co.uk. We will guide you through the return process and answer any questions you may have.
Upon receipt of your request, we will assess the vehicle's condition and verify its eligibility for return or exchange.
4. If you choose to return the Car under the Guarantee
4.1 if you paid for the Car in full by Visa or Mastercard debit or credit card(s), we will repay to you the Purchase Price of the Car and any admin fees to the same card(s) originally used to pay for the Car and, if you used more than one card, we will repay to each card the amount that you paid from that card (except for any deductions described in section 4.5 below which we may make from any card); or
4.2 if you paid for the Car in full by bank transfer, we will repay to you the Purchase Price of the Car and the Admin Fee to the same bank account originally used to pay for the Car (except for any deductions described in section 4.5 below); or
4.3 if you paid for the Car using a Finance Agreement,
a) we will repay to you the deposit and the Admin Fee which you paid to us:
i. if you paid the deposit and Admin Fee by Visa or Mastercard debit or credit card, we will repay the deposit and Admin Fee to the same card(s) originally used to pay the deposit and the Admin Fee and, if more than one card was used, we will repay each card with the amount originally paid from that card; or
ii. if you paid the deposit and Admin Fee using bank transfer, we will repay to you the deposit and Admin Fee to the same bank account originally used to pay the deposit and Admin Fee.
Please note that if you used a Part Exchange Car to pay for all or some of the deposit then section 4.4 will apply to any repayment we make to you for the deposit. The deposit repaid to you will not include any deposit contribution which we have made towards your deposit); and
b) we will repay the remainder of the Purchase Price (less any deposit contribution made by us) to the finance provider with whom you entered into a Finance Agreement; and/or
4.4 if you have sold a Part Exchange Car to us in part payment of the Car (including as a deposit for a Finance Agreement):
a) we will not be able to return the Part Exchange Car to you;
b) we will include in the amount to be repaid to you an amount equal to the price we paid to you for the Part Exchange Car, and
c) if your Part Exchange Car was in negative equity and you have made a payment to us in respect of the negative equity amount, this amount will be used by us to settle the outstanding finance on the Part Exchange Car and we shall not repay this amount to you; and
4.5 we will deduct from the money to be repaid to you (as described in sections 4.1, 4.2, 4.3 and 4.4 above)
a) any amounts which we are permitted to charge you under section 5 because of the condition in which you returned the Car to us; and
b) £250, which we will hold pending you returning the most recent V5C registration document to us in accordance with section 6. We need the V5C to be returned because the value of the Car will reduce without it; and
4.6 we will repay any money owed to you under this section 4 within 14 days of you informing us that you wish to return the Car. We will repay you using the same means of payment as you used to pay us and we will not charge you any fees in relation to the repayment.
5. You must not use the Car after notifying us that you are cancelling the Agreement and you must keep the Car in good condition from the date of Delivery or Collection. We are entitled to charge you if the value of the Car has reduced as a result of excessive use by you or any damage to the Car. We may charge you:
5.1 if the Car has been driven for more than 100 miles since Delivery or Collection, a fee equal to £1.00 for each mile driven in excess of 100 miles (Excess Mileage Payment); and/or
5.2 if the value of the Car has been reduced because it is not in the condition it was in at Delivery or Collection, our reasonable costs to repair the Car so that it is in the condition it was in at Delivery or Collection (Damage Payment).
For the purposes of section 5, we will record the mileage on the Car at Delivery or Collection and this mileage will be conclusive in determining whether you have driven the Car more than 100 miles since Delivery or Collection.
6. You must send us the most recent V5C registration document showing you as the registered keeper within 14 days of you informing us that you wish to return the Car. V5C registration document (which includes your name and address and is an official DVLA document) will remain linked with the Car until it is sold and re-registered by a new registered keeper or scrapped. Please note that before being re-registered by a new keeper, the Car may be sold to one or more motor traders who will not be obliged to register as the new keeper of the Car and remove your name and address from the V5C registration document. We do not accept any liability in respect of your personal information contained on the V5C registration document.
7. Subject to the V5C being received within 14 days of you informing us that you wish to return the Car, we will repay you the £250 we retained as described in section 4.5(b) within 14 days of us receiving the V5C. If you fail to return the V5C registration document, we may charge you a fee of £250 as the value of the Car will reduce without the V5C registration document (V5C Fee) and we will retain the £250 referred to in section 4.5(b) as payment by you to us for the V5C Fee.
8. If the total of the Excess Mileage Payment, the Damage Payment and/or the V5C Fee is more than the amount payable to you in section 12.4 then we will tell you how much you owe us (Outstanding Amount) and you must pay the Outstanding Amount to us within 30 days of us notifying you of the Outstanding Amount.
9. If you paid for the Car in full by Visa or Mastercard debit or credit card or using bank transfer you confirm to us that, on collection/delivery, the Car:
9.1 is free from all charges or claims from any third party including a finance provider;
9.2 is owned by you;
9.3 is in the same condition as on Delivery or Collection except for any reasonable wear and tear; and
9.4 has not been involved in an accident since Delivery or Collection.
10 If you use the Guarantee we will collect/receive the Car from you on the date agreed with you. You must also give to us:
10.1 all copies of the Car's keys;
10.2 the Car's service history (if any);
10.3 the Car's MOT certificate (if any);
10.4 the Car's user manuals (if any);
10.5 any accessories there may be such as a locking wheel nut, radio fascia or remote controls, SD card and/or charging cables (if you have a plug-in car); and
10.6 any other documents or items which we gave to you at Delivery or Collection in relation to the Car.
You are responsible for the removal of your personal belongings or the deletion of personal data from the Car prior to collection/reception in the same manner as for a Part Exchange Car.
11. If you need to rearrange the date and time of your return, you must contact the customer service team before 12pm on the day before your agreed to return the car. If you rearrange your return day more than once or you ask to change the date and time of your return after 12pm on the day before your agreed return date, we may charge you a fee of £150. You must return the car as soon as possible and at the latest within 14 days of you giving notice to cancel.
12. You remain responsible for the Car until we have collected or received it from you. You must ensure that the Car is insured with a fully comprehensive insurance policy until you return the vehicle.
13. If you have paid for the Car using a Finance Agreement, you may return the Car to us using the Guarantee provided that the Car meets the following conditions:
13.1 the Car is not driven for more than 100 miles since Delivery or Collection;
13.2 no alterations or modifications whatsoever have been made to the Car;
13.3 the Car is in the same condition as it was at Delivery or Collection (except fair wear and tear); and
13.4 the Car is free from all charges or claims from any third party including a finance provider
14 If you have paid for the Car using a Finance Agreement and the Car does not meet the Return Conditions then we may, in our absolute discretion, allow you to use the Guarantee. If you meet the Return Conditions or we allow you to use the Guarantee, then sections 4 to 14 will apply. You must also tell the finance provider that you wish to withdraw from your Finance Agreement. We will not notify the finance provider for you.
15 If you return the Car using the Guarantee:
we will notify the Warranty Provider. The warranty or any other service contract arranged through us, will be automatically terminated.
16. Extended Warranties
Extended warranties may affect the return process. Please consult with our customer support team for details on how warranties impact returns.
17. Summary of your legal rights.
We are under a legal duty to supply cars that are in conformity with this Agreement. Nothing in this Agreement will affect your legal rights. If you would like more information on your rights you should contact your local Citizens Advice Bureau.
18. Contact Us
If you have any questions or need assistance with the return process, please contact our customer support team at 02045402548 or contact@metrocar.co.uk.