We want you to be happy with your van. Here is exactly where you stand.

If something is wrong with the van

If your van is faulty, not as described, or not fit for purpose, you have 30 days from the day you receive it to reject it and get a full refund. You do not have to accept a repair instead. This is your short-term right to reject under the Consumer Rights Act 2015.

After those 30 days, and for the first six months, you can ask us to repair or replace the van. If that does not put things right, you can still claim a refund — though with vehicles we are allowed to make a fair deduction for the use you have had.

If you bought without coming to see the van

If you bought at a distance — online, over the phone or by email, without visiting us — you have a further 14 days from the day the van is delivered to change your mind, for any reason at all. The van does not need to be faulty and you do not need to give us a reason. This comes from the Consumer Contracts Regulations 2013.

Tell us within those 14 days, then get the van back to us within 14 days of telling us. You pay the cost of returning the van to us.

We may reduce your refund if the van has been used more than was needed to check it over. In practice, we start to apply that deduction once the van has covered more than about 250 miles since you got it. That is a deduction from the refund only — it does not take away your right to return the van.

If you came to us and drove it away

Your 30-day right to reject a faulty van, above, applies in full. There is no automatic right to change your mind about a van you came and inspected in person, and we do not offer one.

How we refund you

We refund by the same method you paid with, within 14 days.

Business and trade buyers

The rights above are consumer rights. If you are buying as a business — a sole trader, a partnership or a limited company — the Consumer Rights Act 2015 does not apply to you, and there is no 14-day cooling-off period. Business sales are covered by the Sale of Goods Act 1979, which gives much narrower rights, and by our terms of sale.

Starting a return

Call us on 0151 272 0326 or email contact@merseysidevansales.co.uk with your registration number and what the problem is, and we will take it from there.