Refund policy

Last updated: 21 October 2026

We want you to receive the right parts in the right condition. This policy explains how to cancel an order, return a product or report a problem. It also sets out your rights when buying from TMP Global as a consumer.

For assistance, email support@tmpglobal.store. Please include your order number so we can find your purchase.

1. Cancelling an online order

If you are buying as a consumer, you normally have a legal right to cancel an online order for goods without giving a reason. This right generally lasts for 14 days beginning the day after you, or someone you nominate, receives the goods. If your order is delivered in separate installments, the period normally runs from the day after you receive the last item.

You can also contact us to cancel before the goods have been delivered. Please do so as early as possible. If your order has already been dispatched, we will explain the return arrangements.

To exercise your right to cancel, send us a clear statement by email at support@tmpglobal.store or by post to TMP Global Ltd, 4 Glendale Avenue, Ferndown, Dorset, BH22 9LF, United Kingdom. You can use the optional cancellation form at the end of this page, but you do not have to.

You do not need our permission to exercise a valid statutory right to cancel. We may ask for your order details so that we can identify the goods and arrange their return.

2. Sending goods back after cancellation

When you cancel under the statutory cooling-off rules, you must return or hand back the goods without undue delay and normally within 14 days of telling us you are cancelling. You meet this deadline if you send the goods before the 14 days have passed.

Please contact us for the appropriate return address and packing instructions. Do not send parcels to our registered office unless we have specifically instructed you to do so. The return location can depend on the product and supplier.

For a change-of-mind cancellation, you are normally responsible for the direct cost of returning the goods, unless we agree otherwise. If an item is bulky, heavy or cannot reasonably be returned by ordinary post, please contact us before ordering for information about likely return arrangements and charges.

You may inspect goods to establish their nature, characteristics and operation, as you would reasonably be allowed to do in a shop. If their value has been reduced by handling beyond what is necessary for this purpose, we may make a lawful deduction from the refund. Opening packaging or checking a part does not automatically remove your right to cancel.

3. Refunds following a statutory cancellation

Where you cancel under the statutory cooling-off rules, we will refund the price paid for the returned goods and the cost of the least expensive standard delivery option we offered for the order, where applicable. We do not have to refund the extra cost of an upgraded delivery service you chose.

We will make the refund without undue delay and within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier. Where there are no goods to return, the applicable refund deadline is normally 14 days after you tell us you are cancelling.

Refunds are normally made to the original payment method, unless you expressly agree otherwise and this does not result in a fee to you. If you paid through Klarna or PayPal Pay Later, the payment provider will update your repayment arrangement once the refund has been processed.

We do not charge a restocking or cancellation fee for a valid statutory consumer cancellation. Any permissible deduction for excessive handling is separate from a restocking fee and will be assessed fairly.

4. When the cooling-off right does not apply

The statutory right to cancel has limited exceptions. These can include goods made to your specifications or clearly personalised, and certain sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed. Other specific legal exceptions may apply depending on the product.

A standard catalogue product does not become non-returnable simply because we source it specially for your order or import it from a supplier. We will explain any genuine cancellation exception before purchase where relevant.

These exceptions do not take away your rights if an item is faulty, misdescribed or otherwise does not meet the legal requirements for goods.

5. Faulty, damaged or incorrect goods

If an item arrives damaged, is not what you ordered or develops a fault, please contact us with your order number, a description of the problem and photographs where useful. Let us know as soon as reasonably possible so we can investigate, but reporting a problem later does not automatically remove your legal rights.

Under the Consumer Rights Act 2015, goods sold to consumers must be of satisfactory quality, fit for their intended purpose where applicable, and as described. Depending on the circumstances, you may be entitled to reject goods within the statutory short-term rejection period, or to a repair, replacement, price reduction or refund.

We'll assess the issue and arrange an appropriate remedy in accordance with your rights. Where the law requires us to bear reasonable return costs for faulty or incorrect goods, we will do so. We may need to inspect or test a part, but we won't make manufacturer approval a condition of your statutory rights against us.

For parts already installed or used, please provide details of the engine or equipment, the installation and the fault where relevant. We may request further information to help identify the cause, but installation alone does not automatically invalidate a claim about a fault present when supplied.

6. Manufacturer warranties

Some products carry a manufacturer's warranty with its own duration and conditions. Warranty cover varies by product and manufacturer. A manufacturer's warranty is in addition to any statutory consumer rights you have against TMP Global.

7. Exchanges and other returns

If you've ordered the wrong part or would prefer an alternative, contact us. Where the statutory cancellation right applies, you can use it as described above. In other cases, any voluntary exchange or return outside your legal rights will depend on the product and what we agree with you.

We may ask you to return an item before sending a replacement. Any price difference or additional delivery charge will be explained before you agree to an exchange.

8. Business and trade purchases

The statutory cooling-off rights described above are for consumers and do not generally apply to purchases made wholly or mainly for business purposes. Returns for trade customers are governed by the applicable written trade terms or individual agreement. Business buyers should contact us before returning any goods.

9. How to contact us about a return

Email support@tmpglobal.store with your order number, the item concerned and whether you want to cancel, return or report a fault. We will provide the relevant return address and instructions. You can also reach us through our Contact Us page.

10. Optional cancellation form

You can copy and send the following information if you wish to cancel an eligible consumer order. An email or any other clear statement is equally acceptable.

To: TMP Global Ltd, 4 Glendale Avenue, Ferndown, Dorset, BH22 9LF, United Kingdom
Email: support@tmpglobal.store
Notice: I hereby give notice that I cancel my contract of sale for the following goods:
Goods: [Describe goods]
Order number: [Order number]
Ordered on / received on: [Dates]
Customer name and address: [Your details]
Date: [Date of notice]
Signature: [Only required if sending this form on paper]

Nothing in this policy affects your statutory rights.

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