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Customer Support

Support Form

Delivery Policy

Returns Policy

How to Contact Us

Terms of Warranty



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Delivery / Posting of your order

We want you to be totally satisfied with every purchase you make from VW Direct.

We usually dispatch orders within 1 working day (Except Weekends & Public / Bank Holidays), although at busy periods this maybe upto 3 Working Days for your order to be dispatched.

Once your order has been dispatched, you'll receive a confirmation email from Paypal containing a tracking number which can be tracked via our Tracking Page.

Most orders will be dispatched via DPD, DHL, Parcelforce or Hermes for customers in Rural Areas [Highlands, Islands & NI] or Royal Mail 1st Class Recorded with an average delivery timescale of 2 working days.

Upon request we can dispatch any order via a Next Day Delivery Service such as DPD Next Day, Parcelforce 24 or Royal Mail Special Delivery, a surcharge may apply for this service.



Return or Exchange / Refunds

We want you to be totally satisfied with every purchase you make from VW Direct.

We offer a 14 day cooling off period which starts from the day you receive your order to cancel the contract under the Consumer Rights Directive 2014. This Directive does not apply to Business 2 Business Transactions or Non-EU Customers & for parts arlready installed.

UK Customers; If, for any reason, you are not completely satisfied with your purchase, simply return the item to us [at your expense] for an exchange or refund within 14 days from the date you [the customer] are in receipt of your order.

EU Customers can simply return the item to us [at your expense] for an exchange or refund within 14 days from the date you [the customer] are in receipt of your order.
If your cancelling an order & you refuse the delivery from the courier, the cost of the delivery for the returned order will be deducted from any refund.
Non-EU customer will not be reimbursed the shipping costs & any import duty & handling fee's from not declaring the return correctly will be deducted from any refund.

Please Note; The following are excluded from our Refund: Return Delivery costs, Supplementary Delivery costs [such as Upgrading to a Next Day Delivery service or courier surcharges for Out of Area / Remote locations].

If you decide within 14 days that you would like to return an item purchased from VW Direct, please contact us first [via direct email or via Phone on 01287 555055] to let us know your returning the item & follow the instructions below to return the item.

Please Note: Some products are excluded from the 14-day cooling off period, such as Special Orders [where you specify the part required], Catalysts, Electrical Items & Any items that are found to have been incorrectly installed or damaged by the customer or any part not containing our security markings.

Product installation & services already commenced are also excluded from the 14-day money back guarantee.


Condition of Return

All Returned orders must be in New condition with the original packaging / box & you should exercise reasonable care with the order whilst its in your possession, so that they're able to be returned to stock to be resold and they must be returned to us within a reasonable time (which we define as 14 days) from your notifaction of return, as we only have 45 days from transaction date to cancel the sale via eBay & issue a refund via Paypal.

Please also return the original invoice, so we can identify the transaction.

Full Refunds (excluding Return Delivery costs & Paypal's Fixed Fee [20p]) will only be given when the above conditions have been met or when an exchange is not-applicable or not possible, such as one-off clearance items.
Electrical items will incur a 20% deduction from refunds for inspection.

For DOA (Dead on Arrival) / Damaged in Transit orders, an exchange will be issued for the same item, if this is not possible a full refund will be issued.


Item(s) Undelivered

If for any reason any item(s) are returned to us by the postal company i.e. DPD / Royal Mail & you wish to have the item re-delivered the postage cost will have to be re-payed.


How to Return an item

Please contact us first using the above form to let us know that you wish to return order.

Our Returns Address;

VW Direct [Returns]
Unit 1, B'hive Business Centre
Alum Way
Skelton Ind Est
TS12 2LQ
United Kingdom

UK Customers;

You can use services such as MyHermes, DPD, UPS, Parcelforce or you can take your order to your local Post Office & post via the Royal Mail for order upto 61cm, for larger orders upto 1.5m & 10kg we can supply a Parcelforce label for £9.00 or upto 2.5m & 30kg is £31.50.

When using the Post Office, we recommend that you use a Service such as Royal Mail Signed For or Special Delivery (standard insurance cover of £500) which both offer Online Tracking.


How to Contact Us

By Post & In-Person

VW Direct
Unit 1, Beehive Business Centre
Alum Way
Skelton Ind Est
TS12 2LQ
United Kingdom


[+44] 01287 555055 (Mon-Fri, 10am-5pm)

If no-one answers (when we're busy), please leave a UK Landline Number, Name & brief message & we'll call you back.


Use the above form



Terms & Conditions of Warranty

Volkswagen UK offers a two year warranty against manufacturing defects for VWG original parts.
The warranty on original parts applies when the part is purchased through VW Direct.
A copy of the original invoice must be supplied for a warranty claim to be considered & the part in question returned to us at your own cost.

General exclusions for warranty include but are not limited to:-

  • The part was not fitted according to the instructions of Volkswagen Group, available via ErWin
  • Failure to use all associated parts as required by VWG and/or any relevant manufacturer standards
  • The customer is unable to produce the original (or a copy of) the VW Direct invoice containing the part number and purchase date
  • The defect is caused by modification of the part
  • The customer failed to report the defect as soon as it became apparent or did not allow the required repairs to be carried out as soon as possible
  • The fault was caused by outside influences, such as fire, chemical or vegetation damage, flying gravel etc.
  • Parts have been fitted to vehicles for which they were not specifically intended
  • The customer has failed to follow the regulations for use of the vehicle, such as
    • The vehicle is operated long term in a country for which it has not been specified
    • The vehicle was overburdened or used for purposes for which it was not intended (e.g. racing, off road driving etc.)

Where driving style and external factors can influence the lifetime of the component, items will only be considered under the terms of the warranty for a period of six months or 6,000 miles (whichever comes first). After this limit, any defects must be considered wear and tear and will not be covered by warranty.

Components normally subject to wear and tear include, but are not limited to:

  • Brake linings and disc pads (ceramic excluded)
  • Brake discs (ceramic excluded)
  • Clutch release bearings
  • Clutch pressure plates and centre plates
  • Tyres
  • Wiper blades (wiper rubbers have no warranty owing to their conditions of use)
  • Seat and backrest covers
  • Floor coverings
  • Spark plugs
  • Batteries for key fobs and alarms
  • Light bulbs (Xenon/gas discharge bulbs and LEDís are covered for the full two year parts warranty period)
  • Shock absorbers
  • Turbocharges
  • Wheel hubs & bearings

    VW Direct must be notified of any potential claim within 24 hours of the date of failure.

    In some instances, depending on the suspected defect, the customer may have to attend VW Direct for diagnosis and therefore the vehicle needs to be in a suitable condition to assess whether the fault is a manufacturing defect or as a result of fitment.

    A replacement part will be invoiced and credited once a defect has been confirmed & no claim for labour or other expenses, such as Car hire or Hotel costs will be honored.


Last Updated: 30th Jan 2016



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