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Refund Policy
This Refund Policy explains how UM Cars handles vehicle
cancellations, returns, fault reports, refunds, deposits and related enquiries.
It applies to vehicles purchased directly from UM Cars unless separate written
terms have been agreed for a particular transaction.
This Refund Policy UM Cars page does not limit or remove any
statutory rights you may have under UK consumer law. Your rights can depend on
how the vehicle was purchased, whether it was bought in person or at a distance,
the vehicle condition, the nature of any issue and the terms of the agreement.
Refund Policy UM Cars and Your Statutory Rights
When you buy a vehicle from a motor trader, the vehicle must be of satisfactory
quality, fit for purpose and as described. The standard expected will take account
of the vehicle’s age, mileage, price, condition, known faults and the information
provided before purchase.
Used vehicles may show reasonable signs of age, mileage and normal wear. These
factors do not automatically make a vehicle faulty. However, known faults,
limitations, visible damage or important vehicle information should be made clear
before purchase.
For independent information about problems with a used car, you can visit
Citizens Advice used-car guidance
.
Change of Mind Purchases
If you purchase a vehicle in person at the UM Cars dealership and later change
your mind, find a cheaper vehicle elsewhere or decide the vehicle is no longer
suitable for your personal circumstances, there is not normally an automatic right
to return the vehicle for a refund.
Any goodwill return, vehicle exchange or cancellation requested after an in-person
purchase will be considered individually and is entirely at UM Cars’ discretion.
Any agreed arrangement must be confirmed in writing.
Distance and Off-Premises Vehicle Purchases
If a vehicle purchase contract is concluded entirely at a distance, for example
online, by telephone or by email without face-to-face contact before the contract
is made, cancellation rights may apply under the Consumer Contracts Regulations.
Where applicable, UM Cars will provide the relevant pre-contract information and
cancellation details before the contract is entered into. If you believe your
purchase may be a distance or off-premises contract, contact us as soon as possible
before arranging collection, delivery or use of the vehicle.
Reporting a Fault After Purchase
If you believe there is a fault with a vehicle purchased from UM Cars, please contact
us as soon as possible. Do not ignore warning lights, unusual noises, fluid leaks,
overheating, braking concerns or other safety-related issues.
Please provide the vehicle registration number, purchase date, current mileage,
a clear description of the issue, photographs or videos where available, and any
diagnostic report or invoice you have received.
We may need to inspect the vehicle or arrange a diagnostic assessment before
confirming the appropriate next steps. This allows us to understand the issue,
assess whether it was present at the point of sale and determine the correct
remedy under the circumstances.
Faults Reported Within 30 Days
Where a vehicle does not meet the legal requirements of satisfactory quality,
fitness for purpose or description, a customer may have a short-term right to
reject the vehicle within the first 30 days of purchase.
The right to reject is not automatic in every situation. The circumstances,
reported fault, vehicle condition, information provided before purchase and
applicable consumer law will be considered. UM Cars may reasonably request the
opportunity to inspect the vehicle before confirming the outcome of a claim.
Faults Reported After 30 Days
If a qualifying fault is reported after the first 30 days, a repair or replacement
may be the appropriate remedy. Where consumer law applies, the selling dealer may
have an opportunity to repair or replace the vehicle within a reasonable period
and without causing significant inconvenience.
If a repair or replacement is unsuccessful, cannot be completed within a reasonable
time, or causes significant inconvenience, further remedies may be available. These
can include a price reduction or a final right to reject, depending on the facts of
the case and applicable law.
Faults Reported After Six Months
Customers may still have legal rights after six months. However, the circumstances
of the claim, vehicle age, mileage, condition, service history, maintenance, use
and available technical evidence may all be relevant when assessing responsibility.
In some cases, an independent diagnostic report may help establish whether a fault
was present or developing at the time of sale. Please contact UM Cars before
arranging any non-emergency repairs with a third party.
Repairs and Third-Party Work
If you believe a fault may give rise to a repair, replacement or refund claim,
contact UM Cars before authorising repair work with another garage unless immediate
action is required for safety or to prevent further damage.
This helps us inspect the vehicle, confirm the issue and discuss the most appropriate
remedy. It does not affect your statutory rights, but unauthorised repairs may make
it more difficult to assess the original fault or agree responsibility for costs.
Refunds and Payment Method
Where a refund is agreed or legally due, UM Cars will process it without undue delay
and in accordance with applicable legal timescales. Refunds will normally be made
using the original payment method unless another method is expressly agreed.
The amount of any refund may depend on the legal remedy available and the
circumstances of the transaction. In some cases, including certain final-right-to-
reject claims, a fair deduction for use of the vehicle may be permitted by law.
Deposits and Reservation Payments
If you ask UM Cars to reserve a vehicle, the terms of any deposit or reservation
payment will be explained before payment is accepted. These terms may cover the
reservation period, whether the payment is refundable, the circumstances in which
it may be retained and what happens if the vehicle is not purchased.
Deposit and reservation arrangements do not affect your statutory rights. If you
have paid a deposit and need to discuss cancellation, please contact UM Cars as soon
as possible with your vehicle details and payment information.
Part Exchange Vehicles
If you part exchange a vehicle as part of your purchase, the part-exchange value
and terms will be confirmed during the transaction. If a vehicle purchase is validly
rejected under consumer law, your part-exchange vehicle may need to be returned to
you in its original state or its value dealt with in accordance with the applicable
legal remedy.
Visit our Part Exchange page for more information
about using your current vehicle towards your next car.
Finance Purchases
If you purchased a vehicle using finance, your agreement may involve a separate
finance provider. Please contact both UM Cars and the finance provider if you have
a concern about the vehicle, cancellation, repayment or a finance agreement.
Vehicle-related concerns will be handled in line with applicable consumer law and
the terms of the relevant finance arrangement. Finance is subject to status,
affordability checks and lender approval.
For more information about vehicle finance, visit our
Car Finance page.
Warranty Cover
A warranty may provide additional support for certain mechanical or electrical
issues, subject to the warranty terms, exclusions, claim process and duration.
Warranty cover is separate from and does not replace your statutory consumer rights.
If your vehicle includes a warranty, please read the warranty documents carefully
and contact the relevant warranty provider or UM Cars for guidance on how to make
a claim.
How to Request Help Under This Refund Policy
To discuss a return, cancellation, refund, fault or vehicle concern, please contact
UM Cars as soon as possible using the details below:
Telephone and WhatsApp:
07418 355979
Email:
sales@umcars.co.uk
Address:
UM Cars
50 Warner Drive
Springwood Industrial Estate
Braintree
Essex
CM7 2YW
When contacting us, please include your name, vehicle registration number, purchase
date, current mileage, a description of the issue and any supporting photographs,
videos or diagnostic information. This will help us investigate your enquiry promptly.
Frequently Asked Questions
Can I return a car if I change my mind?
For an in-person dealership purchase, there is not normally an automatic right
to return a vehicle simply because you have changed your mind. Distance or
off-premises purchases may have different cancellation rights.
What should I do if my car develops a fault?
Contact UM Cars as soon as possible with the vehicle registration number,
mileage, purchase date and details of the issue. We may need to inspect or
assess the vehicle before confirming the appropriate next steps.
Will UM Cars refund a faulty vehicle?
Refund rights depend on the nature of the fault, the timing of the report,
vehicle condition, the information provided before purchase and applicable
consumer law. A repair, replacement, price reduction or refund may be appropriate
depending on the circumstances.
Can I get my deposit back?
Deposit and reservation terms are confirmed before payment is accepted. Contact
UM Cars as soon as possible to discuss your specific booking and the terms that apply.
Does a warranty replace my consumer rights?
No. A warranty is additional to your statutory consumer rights and may have its
own terms, exclusions and claim procedure.
Last Updated: 4 July 2026
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