Refunds, Returns & Cancellations

Last updated: August 2026

We want customers to be confident when ordering from GAZ Shocks. This policy explains how cancellations, returns and refunds are handled for products purchased directly from our website.

This policy applies to purchases from Gazz-Matic International Limited. Nothing in this policy affects your statutory rights.

1. Before Placing Your Order

GAZ suspension products are specialist vehicle components and many products are manufactured or assembled to order.

Please check the vehicle application, part number, specification and any selectable options carefully before placing your order.

If you are unsure whether a product is suitable for your vehicle, please contact us before ordering and we will be happy to assist with fitment.

2. Cancelling an Order Before Dispatch

If you wish to cancel or change an order, please contact us as soon as possible.

Where cancellation rights apply, we will process the cancellation in accordance with applicable consumer law.

If manufacture or preparation of a made-to-order product has already begun, please contact us before assuming that the order can be changed. We will advise you of the options available.

Different rules may apply to genuinely bespoke or personalised products, as explained below.

3. Standard Products and Consumer Cancellation Rights

If you are purchasing as a consumer and your order qualifies for statutory cancellation rights, you will normally have the right to cancel your distance contract within 14 days without giving a reason.

For goods, the cancellation period will normally expire 14 days after the day on which you, or a person nominated by you, receives the goods.

To exercise a cancellation right, you must inform us of your decision to cancel by a clear statement before the cancellation period expires.

You may contact us by email, telephone or in writing using the contact details at the bottom of this page.

4. Built-to-Order Products

Many GAZ suspension products are manufactured or assembled after an order is received.

The fact that a standard catalogue product is described as “built to order” does not, by itself, mean that statutory consumer cancellation rights are excluded.

Where statutory cancellation rights apply to a standard product, those rights will be respected.

5. Bespoke, Custom and Personalised Products

Some GAZ products are manufactured, modified or configured specifically to a customer’s individual requirements.

Where goods are made to the consumer’s specifications or are clearly personalised, the statutory change-of-mind cancellation right may not apply.

This may include products manufactured or modified to dimensions, mounting arrangements or other specifications supplied or specifically requested by the customer.

Where an order is genuinely bespoke, we recommend that all dimensions and specifications are checked carefully before the order is confirmed.

This does not affect your rights if bespoke goods are faulty, incorrectly manufactured or do not conform to the agreed specification.

6. Returning Goods Following Cancellation

If you exercise a statutory right to cancel after receiving goods, the goods must normally be returned to us within 14 days of notifying us of the cancellation.

Unless the goods are faulty, damaged or incorrectly supplied, you will normally be responsible for the direct cost of returning the goods.

We recommend using a suitable tracked and insured delivery service, particularly for suspension products of significant value.

Please package returned goods carefully to prevent damage in transit.

7. Condition of Returned Goods

You are entitled to inspect goods in a similar way to how you could reasonably inspect them in a shop.

Where returned goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, we may be entitled to make an appropriate deduction from the refund to reflect any reduction in value, where permitted by law.

Suspension products that have been installed on a vehicle may show evidence of fitting or use. This may affect their value and our ability to resell them as new.

This section does not affect your rights in relation to faulty or incorrectly supplied goods.

8. Refunds

Where a refund is due following a valid consumer cancellation, we will refund payments received from you in accordance with our legal obligations.

Where applicable, this includes the cost of our least expensive standard delivery method offered for the order. Additional delivery costs resulting from your choice of a more expensive delivery method are not normally refundable.

We may withhold reimbursement until we have received the goods back or you have supplied evidence that you have returned them, where permitted by law.

Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed.

9. Faulty, Damaged or Incorrect Goods

If you believe a product is faulty, damaged or has been supplied incorrectly, please contact us as soon as reasonably possible.

We may ask you to provide photographs, measurements, vehicle information or other details to help us identify the issue before arranging a return.

Suspension products reported as faulty may need to be returned to GAZ for inspection and testing before the cause of the problem can be established.

Where goods are confirmed to be faulty or not as described, we will provide the remedy required by applicable consumer law, which may include repair, replacement, price reduction or refund depending on the circumstances.

Nothing in this policy limits your statutory rights in relation to faulty goods.

10. Warranty Inspection

GAZ suspension products may require technical inspection before a warranty claim can be determined.

Where appropriate, returned dampers may be inspected and tested using our workshop and damper-testing equipment.

A product being returned for inspection does not automatically mean that a manufacturing fault is present or that a warranty claim has been accepted.

Damage or faults resulting from incorrect installation, accident damage, misuse, unsuitable modification, incorrect setup or use outside the product’s intended application may not be covered by warranty.

This does not affect statutory rights that cannot legally be excluded.

11. Incorrectly Ordered Products

Please check part numbers, vehicle applications and product options carefully before ordering.

If you believe you have ordered the wrong product, contact us as soon as possible.

Where statutory cancellation rights apply, they are unaffected by this section.

For business purchases, bespoke products or circumstances where statutory cancellation rights do not apply, acceptance of an incorrectly ordered product for return will be at our discretion.

12. Exchanges

If you would like to exchange an eligible product for another product or specification, please contact us before returning anything.

Any difference in product price, delivery charge or other applicable cost will need to be settled before replacement goods are dispatched.

Bespoke or specially manufactured products may not be eligible for exchange unless they are faulty or do not conform to the agreed specification.

13. Business Customers

The statutory consumer cancellation rights described in this policy apply to consumers and do not generally apply to purchases made wholly or mainly for business purposes.

Returns from business customers for correctly supplied, non-faulty goods are subject to our agreement.

This does not affect any contractual or statutory rights that apply to faulty or incorrectly supplied goods.

14. International Returns

If you are returning goods to us from outside the United Kingdom, please contact us before arranging shipment.

The sender is responsible for correctly completing any customs documentation required for returned goods.

Where appropriate, returned goods should be clearly identified as returned merchandise to help avoid unnecessary import charges or customs delays.

GAZ cannot accept responsibility for customs charges resulting from incorrectly completed return documentation where those charges could reasonably have been avoided.

15. How to Request a Cancellation or Return

Before returning a product, please contact us with:

• your name;
• your order number;
• the product or part number;
• the reason for the return or cancellation; and
• details of any suspected fault or damage, where applicable.

We will then advise you of the appropriate next steps and return details.

Please do not send goods back without including sufficient information for us to identify the customer and order.

16. Return Address and Contact Details

Gazz-Matic International Limited
Rayridge House
Swinborne Road
Basildon
Essex
SS13 1EH
United Kingdom

Telephone: 01268 724585
Email: enquiries@gazshocks.com

Please contact us before returning goods so that we can provide any relevant return instructions.