Tuesday 20th October: Some deliveries are disrupted
We're open and working hard to keep things running smoothly. Read more

We always want to make your online shopping experience as pleasant and as easy as possible. Inevitably things can and do go wrong on the rare occasion, so when things do not go as you planned we also want to make correcting the issues as easy and straightforward as possible.

In all of the following situations we would like you to contact us as soon as possible to let us know about any issues that you are experiencing.

Parts No longer Required

If you have simply changed your mind about any item ordered from us and you wish to return it, no problem. An order can be cancelled at any time before the goods are delivered to you. Also you have a ​14 day​ cooling off period for online sales transactions. During the cooling off period you can let us know that you would like to return the item. However the item must have it’s original packaging, have not been modified or fitted and be in a re-saleable condition. Once the return has been agreed you will have ​30 days​ to return the item at your expense. Once the item is received and checked you will receive a credit or refund for the item and the original shipping costs which are applicable to that item.

Please note that this policy has some limitations and ​does not​ apply to business customers. We also reserve the right to apply a handling charge in certain situations, for example where we agree to a return but the items are found not to be re-saleable or the original packaging / accessories are damaged or missing.

Parts Damaged in Transit

If any of the items delivered to you were damaged in transit please report this to us within ​3 days​. If the items or packaging are visibly damaged on receipt, we recommend that you record this on the couriers delivery note. You should take photographic evidence of any breakages, so that we can assess the full extent of the damage. Items should be returned in the original packaging where possible and have all parts and accessories included where applicable. If the original packaging is damaged beyond use, then suitable packaging should be used to prevent any further damage.

Once we have received your items back, we will issue a replacement, credit note or full refund to you and reimburse you reasonable return postage costs.

Items Faulty on Arrival

If any of your items are found to be faulty on arrival then we ask you to contact us within ​30 days​ of receipt. You will then have a further ​30 days​ to return the items after the return has been agreed. ​Items should be returned in original packaging where possible and have all parts and accessories included where applicable. Once we have verified the fault ​we will issue a replacement, credit note or full refund and reimburse you reasonable return postage costs if applicable.

Wrong Parts Ordered/Supplied

Vehicle parts can be difficult to identify in some circumstances, so we understand mistakes happen. We ask you to inform us of any incorrectly identified parts within ​30 days​ of receipt. We would also appreciate a photograph of the incorrectly supplied parts. ​Items should be returned in the original packaging where possible and have all parts and accessories included where applicable.​ Once the return has been agreed you will have ​30 days​ to return the item. Once we have identified the correct part we can process your return. We will then provide a suitable alternative, credit note or refund ​and reimburse you reasonable return postage costs if applicable.

Returns Process

In order to process your return as efficiently as possible we use a system where we log details of your item related problem along with your personal details. We will then issue you with an RMA (Return Merchandise Authorisation) number. This number should be clearly visible on the outside of any packaging and included on documentation.

If the RMA number is clearly visible when your package arrives at Bison Parts Ltd. your return will be dealt with more efficiently. Parcels returned without an RMA number could possibly be subjected to delays during the returns process.

Whenever you are contacting us regarding an item to be returned please request the RMA number at the earliest stage you can, then reference that in all further communications to make the returns process go as smoothly as possible.