The purchase of products from this web site is governed by the following terms and conditions. By accessing the site you agree to be bound by these terms and conditions. Contained in our terms and conditions are details of current regulations governing online shopping. Please read them carefully as they contain important information. If you intend to purchase from our site we recommend that you print a copy of these terms and conditions. We reserve the right to change, modify, substitute or remove, without notice, any information on this site as necessary.
Terms and Conditions
1. Definitions
1. “The Company” refers to Pay Later Parts Ltd.
1.1 “The Buyer” refers to the person, partnership, Limited Company, or other legal entity, who agrees to services being provided by Pay Later Parts Ltd.
1.2 “The Conditions” refers to the terms and conditions of Pay Later Parts Ltd.’s operations, set out in this document and any special terms and conditions agreed in writing by a Director, Company Secretary, or other member of this company’s management team, acting for and on behalf of Pay Later Parts Ltd.
2. Conditions
2.1 These Conditions shall apply to all contracts for any service provided by the Company to the Buyer, to the exclusion of all other non-PLP terms and conditions, including any terms and conditions the Buyer may purport to apply under any purchase order, confirmation of order, or similar document.
2.2 These conditions supersede the conditions of the Company suppliers however certain conditions pertaining to suppliers products apply in addition to these conditions e.g. a supplier requires returned goods in a particular manner the specific detail of which is not within our conditions.
2.2 The buyer accepts all these conditions when ticking the associated box at checkout prior to payment and are legally bound on successful clearance of payment.
3. Fitting
3.1 Purchasing an agreement of any fitting of parts to be carried out by Pay Later Parts Ltd shall be deemed conclusive evidence of the Buyer’s acceptance of these Conditions.
3.2 Any work carried out by the Company at the request of the Buyer will be at the Buyer’s risk from the point of completion of work to the Buyer’s satisfaction despite delivery. Title of any parts fitted shall not pass from the Company to Buyer until all relevant and outstanding invoices and VAT have been paid in full and at such a time that no other sums whatsoever are due from the Buyer to the Company.
3.3 The Buyer is responsible for ensuring their vehicle is presented to the Company in a mechanically fit state with no underlying mechanical or electrical faults that would otherwise delay the fitment within the recommended timeframe. The Buyer will be liable for additional labour charges at the fitment centres' standard hourly rate should such delays occur.
3.4 The Buyer will be liable for labour charges for any work undertaken up to the point where the fitment centres' workshop manager deems the vehicle unsuitable for fitment due to any undiscovered electrical of mechanical faults.
3.5 ECU Remapping, plug & play map equipment and Dyno Testing includes an element of risk; the Buyer is responsible for ensuring their vehicle is presented to the Company in a mechanically fit state with no underlying mechanical or electrical faults. The Company wholly rejects all claims of liability or consequential loss cause by a mechanical or electrical failure following ECU Remapping, plug and play map equipment or Dyno Testing.
3.6 Where the Buyer provides used and/or second hard parts to the Company, the Buyer does so at their own risk. The Company is under no obligation to provide any advice or guidance as to the suitability of used and/or second-hand parts, any such advice or guidance provided will serve as an opinion only. The Company will work under the assumption that such parts have been provided to the Company by the Buyer in a fit and fully functional state. The Company shall not provide any warranty for used or second-hand parts supplied by the Buyer, furthermore the Company wholly rejects all claims of liability or consequential loss caused by a mechanical or electrical failure where the Buyer has supplied their own new, used and/or second-hand parts.
4. Workshop Bookings & Repair Time Estimates
4.1 The Company’s affiliate fitting centres use an electronic booking system for all Workshop repairs and services, at the time of making a booking, Buyers will be asked to provide the registration number of their vehicle, their name & address including postcode, their telephone number (preferably mobile) and where applicable, an active email address. Data provided to the Company shall be handled according the to the Company's Privacy Policy.
4.2 Fitting times purchased are estimates provided to the Buyer by the Company typically based on time estimates provided by Autodata, where repair times are not available from AutoData, estimates will be provided based on the professional experience of the Company. Repair time estimates may be extended by the Company where additional parts are required (that may or may not have extended lead times) or the Company identifies the requirement for additional works or repairs to complete fitment, the Buyer shall be informed should such a delay arise, the Company shall not be liable for any additional costs or consequential loss where is a repair time estimate is extended. Should the Buyer refuse to accept extended fitment times they will be liable for all fitment labour charges up to that point.
5. Payment Assist
5.1 Payment Assist is a payment plan and not a credit agreement therefore there is no cooling-off period. Should you wish to cancel any order made with Payment Assist once the initial deposit has been taken then a 10% administrative fee will be deducted from your refunded balance.
5.2 For all purchases a credit check is undertaken by Payment Assist as part of the automated function.
5.3 By accpeting the Terms & Conditions at checkout the Customer agrees to a credit check being conducted on them by Payment Assist.
5.4 Once you have successfully applied for Payment Assist, Pay Later Parts Ltd does not receive the full balance for at least 5 working days and Payment Assist may contact you for further information prior to approving the funds to us. We will only arrange for the dispatch of your order once we have received the cleared funds from Payment Assist. This is a risk-based approach to protect all parties concerned and is non-negotiable. The customer accepts that any order placed utilising Payment Assist will be subject to a minimum 5 working day delay prior to their goods being ordered from the supplier.
5.5 There may be circumstances, in particular when ordering made to order goods (see specialist non-stock items), that the customer makes several payments before the item is delivered. This is due to us having to ensure guarantee of payment before placing the order with suppliers and where the lead time can exceed one month therefore meaning more than one payment is made. Although this is relatively unusual it does occur and the customer accepts this as part of the terms of ordering from Pay Later Parts.
6. Klarna
6.1 Klarna is a finance company that provides credit to its members to purchase goods and services online and pay back through monthly instalments.
6.2 Klarna is a 3rd party finance provider of which Pay Later Parts is an authorised agent.
6.3 By purchasing using Klarna you agree to their terms and conditions, these are comprehensive and you are strongly advised to read them prior to purchase.
6.4 Shop now, pay with Klarna details, additional information and customer support may be found here.
7. CONSUMER RIGHTS – RIGHT TO CANCEL
Clause 7 only applies if you are a Consumer AND purchasing Goods and/or Services by mail order or from our website (www.paylaterparts.co.uk).
7.1 In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel the Contract (subject to clause 7.8 below) for any item bought on the Website for a full refund within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last Good(s).
7.2 To exercise the right to cancel email customer services on sales@paylaterparts.co.uk to inform us of your decision to cancel your order by a clear statement (setting out your name, geographical address, order number and, where available, your telephone number and an e-mail address). To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
7.3 If you cancel the Contract under this clause 7, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us or those covered in clause 11.6). Please take reasonable care of the goods as we are entitled to deduct an amount from the refund to reflect any loss in value of the goods supplied, if the loss is the result of unnecessary handling of the goods by you.
7.4 We will make the reimbursement without undue delay, and not later than:
7.4.1 14 days after the day we receive back from you any Goods supplied, or
7.4.2 (if earlier) 14 days after the day you provide evidence that you have returned the Goods, or
7.4.3 if there were no Goods supplied, 14 days after the day on which we are informed about your decision to cancel the Contract.
7.5 We will make the reimbursement using the same means of payment as you used for the initial transaction, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the Goods back or you have supplied evidence of having sent back the Goods, whichever is the earliest.
7.6 You shall send back the Goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from the Contract to us. The deadline is met if you send back the Goods before the period of 14 days has expired. You will have to bear the direct cost of returning the Goods.
7.7 If you are responsible for the costs of return and we are collecting the Goods from you, we will charge you the direct cost to us of collection. We charge a flat fee of £24.99 for collection.
7.8 The right to cancel does not apply to the following kind of contracts:
7.8.1 Contracts for the supply of Goods that are made to the Consumer's specifications or are clearly personalised. This includes all exhaust systems, suspension parts, coilover kits, induction kits, brake kits and any other parts that are classed as non-stock or specialised.
7.8.2 Contracts for the supply of Performance Goods as further detailed at Clause 8 and or "Specialist Orders" and "non-stock" orders as further detailed at clause 11.7
7.8.3 Contracts for the supply of Goods which are liable to deteriorate or expire rapidly.
7.8.4 Contracts for the supply of sealed Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
7.8.5 Contracts for the supply of goods which are, after delivery, according to their nature, inseparably mixed with other items (such as paint).
7.8.6 Contracts for the supply of sealed audio or sealed video recordings or sealed computer software which were unsealed after delivery; and
7.8.7 Contracts for the supply of a newspaper, periodical or magazine with the exception of subscription contracts for the supply of such publications.
7.8.8 Contracts for the supply of any goods where the consumer was notified that they were out of stock, the consumer accepted this and a non-stock order was placed specifically for that order.
7.8.9 Contracts for the supply of goods is usually via the main manufacturer or their approved subsidiary. Where a product is unavailable from either PLP will attempt to source from any other supplier or retailer to ensure no delay to the buyer. This may lead to products being delivered from alternative suppliers however the item and pricing will be the same.
7.8.10 Right under the Consumer Contracts Regulations 2013: 14-day period to change your mind.
7.9 We shall have no liability for incorrect Goods purchased by you online and in such cases would not refund any shipping costs. To minimise the purchase of any incorrect Goods we advise that customers send an email to sales@paylaterparts.co.uk, who will offer guidance to customers in respect of the suitability of any Goods prior to purchase however utlimately it is the customers' responsbility to ensure compatibility of whatever they purchase. In instances where correct goods have been shipped from us or direct from a supplier the customer is liable for a re-stocking fee amounting to a minimum of 20% of the sale value excluding any discounts. These fees vary depending on the supplier but shall not exceed 30% of the sale value excluding any discounts. Re-stocking fees and original shipping costs will be deducted from any refund to the original payment source.
7.10 You may also cancel an order for Services within 14 days after the day we email you to confirm we accept your order. However, once we have completed the Services you cannot change your mind, even if the period is still running. If you cancel after we have started the services, you must pay us for the Services provided up until the time you tell us that you have changed your mind including any shipping charges.
7.11 Nothing in this clause affects your statutory rights.
8. PERFORMANCE GOODS
8.1 Performance goods are supplied for specialist use and are all goods that alter the vehicle from manufacturers' specification. They can be subject to extreme use when compared to the usual goods that we supply ("Performance Goods"). The life expectancy and durability of Performance Goods can differ to standard goods depending on the item, and therefore you should note that a claim for failure or wear of the Performance Goods shall not be entertained by us. Any warranty claims sought in relation to Performance Goods shall be strictly subject to the manufacturers' warranty terms for such items. It is also important that you know if an item falls into the category of Performance goods, for example exhausts/suspension/air filters/performance brake parts/electrical items. If you are unsure it is your responsibility to seek advice.
8.2 No liability shall be accepted by us where you attempt to modify or install Performance Goods where it is known or ought reasonably to be known by you that the Performance Goods have been incorrectly supplied or otherwise not in accordance with your order. Further, due to the stress that is placed on connected parts to which the Performance Goods are supplied, we strongly recommend that specialist advice from our experts is sought prior to purchase to ensure the Performance Goods are satisfactory for your vehicle. It is also recommended that you gain advice from a specialist garage to ensure the item purchased is suitable for your vehicle or planned use.
8.3 In the event that you purchase any Performance Goods, you must ensure that you are aware of the following:
8.3.1 Performance Goods and any modifications to your vehicle may render your motor vehicle insurance to be invalid, and may also invalidate any vehicle warranty cover you may have. We bear no responsibility on any failure by you to advise your insurers or warranty providers, or for the invalidity of such policies;
8.3.2 Some Performance Goods are designed solely for track and race use, and it is your responsibility to ensure any alterations made to your vehicle are compliant and in accordance with legal and regulatory requirements in the UK or the country in which you use such vehicle;
8.3.3 Performance Goods and any modifications to your vehicle may adjust the emission output of your vehicle, and it is your responsibility to ensure that any alterations made to your vehicle are compliant with the legal and regulatory requirements for emission in the UK or the country in which you use such vehicle; and
8.3.4 it is your responsibility to ensure that any Performance Goods applied to vehicles or any modified vehicles on public roads are legal, safe and compliant with UK regulatory requirements for use on public roads.
8.4 As Performance Goods are not standard equipment, parts fitted, electrical parts or parts supplied specifically for a performance or modified vehicle cannot be returned unless deemed as faulty under the manufacturers' warranty. Therefore, Performance Goods shall only be subject to the warranty provisions of the manufacturer.
8.5 Performance Goods must be fitted by a qualified technician in a VAT registered automotive premises, preferably registered with a recognised trade body. Fitting of Performance Goods outside of this requirement will release The Company from any claims.
8.6 Manufacturers terms & conditions are in addition to Pay Later Parts terms & conditions and are available on most manufacturer's website or from The Company on request. It is the buyers responsibility to assess all terms & conditions prior to purchase.
9. DELIVERY
9.1 The Goods are delivered to you when agreed by us, is subject to availability and on occasion time for manufacture of non-stock items.
9.2 Time of delivery will not be of the essence and any delivery date is an estimate only. We will use all reasonable endeavours to reduce delivert timescales however we are reliant on our suppliers "drop-shipping" IAW their own Terms & Condition’s and taking into account time to manufacture some non-stock items.
9.3 The quantity of any consignment of Goods as recorded by us upon despatch from our suppliers will be conclusive evidence of the quantity received by you on delivery unless you can provide conclusive evidence proving the contrary.
9.4 Any claim that any Goods have been delivered damaged or do not materially comply with their description will be notified by you to us and (where appropriate, to the carrier) within 1 day of their delivery. Provided that you return such Goods to us in accordance with clause 10, we will at our sole discretion replace such Goods, issue you with a credit note for the price of such Goods or refund the price paid for such Goods. The provisions of this clause set out your sole remedy in such circumstances.
9.9 Any claim that any Goods have not been delivered to you by us or our appointed carriers where we claim we have delivered the same to you, or left the Goods in a safe place or delivered the Goods to your neighbour and/or our appointed carriers have obtained a signature for the delivery of the Goods (from any of the above (where applicable), such claim must be notified by you to us within 1 day of their expected delivery. We shall then liaise with our carrier and/or our driver and we may require copies of two forms of personal identification documents from you to prove signature (such as passport, driving licence, bank card etc.) or any third party. Once we have reviewed all documentary evidence and statements from the relevant drivers and/or the courier has concluded their own investigation we shall then come back to you within a reasonable timescale of our decision (to replace such Goods, issue you with a credit note for the price of such Goods, refund the price paid for such Goods or to not provide any of the aforementioned) which shall be final and binding. The provisions of this clause set out your sole remedy in such circumstances.
9.10 A reasonable timescale for investigation will usually be 14 days however this may be extended based on complexity or the terms and conditions of the courier conducting said investigation, in all cases we shall advise you of timescales.
9.11 We may at our discretion deliver the Goods by instalments in any sequence. Where the Goods are delivered by instalments, no default or failure by us in respect of any one or more instalments will vitiate the Contract in respect of the Goods previously delivered or undelivered Goods.
9.12 If you fail to take delivery of the Goods or accept performance of the Services or any part thereof then we will be entitled to cancel or suspend such delivery and all other outstanding deliveries and to charge you for the reasonable loss suffered. This will be a minimum charge of £24.99.
9.13 If you fail to take delivery of the Goods or accept performance of the Services or any part thereof then we will be entitled to apply a re-stocking fee of no less than 25% total value of the order including shipping costs which will be deducted from any refund. If the value of the order is less than £200 there will be a minimum charge of £24.99.
9.14 Pallet Deliveries:
Most of our suppliers use third party hauliers for pallet deliveries. These deliveries are made to the kerbside or the entrance of your property using a tail-lift offload lorry and manual pump truck. In order for us to make delivery the client must have a level hard-standing area (not grass or loose gravel) for the driver to offload to. The Client must make PLP aware of any obstacles that may prevent this kind of access prior to delivery. Failure to do so may result in a failed delivery attempt and the Client will be liable for any re-delivery charges.
If you do have a large gravel drive boarding the drive prior to delivery can help and the delivery driver may pull the pallets over the boards if this is possible. However the drivers are not obliged or required to do so and doing this for you is not guaranteed.
If during a delivery the delivery vehicle has to move onto a Client’s land PLP is not responsible for any damage that may occur to that Client’s property as a result of the delivery or the products being delivered. The Client accepts full responsibility for any resulting damage or issues caused by a delivery on their property.
Here’s a summary of the main points to remember when receiving a pallet delivery;
- Deliveries are kerbside only and the courier is not obliged to move the pallets onto or into your property.
- You need to provide a level hard standing area for the driver to unload onto. If you don’t have this you need to make us aware before delivery.
- If a delivery attempt fails due to you not providing conditions which enable the driver to unload then you will be liable for redelivery charges.
- Please check your delivery and report any damage to your products within 48 hours of receipt. If damage is reported outside of this window the items may not be insured and replacement will be at additional cost.
10. WARRANTY
10.1 Each of the Goods are supplied with the benefit of a warranty given by the Goods' manufacturers (details of which will be provided to you with the Goods or otherwise on request ("the Warranty")) provided that you comply with the conditions set out in clause 10.2 as well as any provided with the Warranty ("Warranty Conditions").
10.2 If Goods become faulty during the period of the Warranty for reasons unconnected with your acts, omissions or misuse of the Goods or are qualifying Goods as per clause 10.2.2, the following two options may be applicable to you (subject to clause 10.6):
10.2.1 notify us in writing and/or by completing a warranty claim form (including a description of the fault) and return such Goods to us or the supplier. Such Goods shall be returned to the manufacturer for review and testing. Based on the manufacturers' opinion and further subject to clause
10.2.2 we or the manufacturer will repair, (or at our sole option) replace such Goods with the same or superior Goods, without charge or not provide any of the aforementioned. The manufacturer's opinion shall be final and binding and we shall have no further liability to you. If Goods become faulty after expiry of the Warranty, and you request that we replace or repair such Goods, then we shall charge our then standard list price for such repair or replacement; or
10.3 Your sole remedy in respect of a failure of the Goods to comply with the Warranty is as set out in the Warranty Conditions.
10.4 We will be afforded reasonable opportunity and facilities to investigate any claims made under the Warranty and you will if so requested in writing by us promptly return any Goods the subject of any claim and any packing materials securely packed and carriage paid to us for examination.
10.5 We will have no liability with regard to any claim in respect of which you have not complied with the claims procedures in the Warranty Conditions or breached the manufacturer's terms & conditions.
10.6 The above warranty is given by us subject to us having no liability in respect of any defect arising from wear and tear, wilful damage, negligence, tampering of the Goods, incorrect fitting of the Goods by you and/or a third party, abnormal working conditions, failure to follow our and/or the Goods' manufacturers' instructions (whether oral or in writing), misuse or alteration or repair of the Goods without our approval.
11. REFUNDS & RETURNS POLICY
11.1 If you are exercising your right to change your mind in accordance with Clause 7 or returning goods faulty or misdescribed:
11.1.1 We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the Goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the Goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
11.1.2 The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost or free but you choose to have the Goods delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
11.2 Where the product is a service, we may deduct from any refund an amount for the supply of the Service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, 14 days of you telling us you have changed your mind, subject to the following:
11.2.1 When you return Goods to us:
11.2.2 which are outside the terms of Clause 7 and are returned in-store, via the Website or otherwise and are incorrectly supplied or the Goods have been misdescribed to you, provided the Goods are returned as new in their original packaging, these items shall be refunded, exchanged or replaced if they are returned within 14 days in comparison with the full coverage of the contract.
11.3 We will make any refunds due to your original payment method as soon as possible. If you are exercising your right to change your mind then:
11.3.1 If the products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the Goods back from you or, if earlier, the day on which you provide us with evidence that you have sent the Goods back to us. For information about how to return Goods to us, see clause 7.
11.4 In all other cases, your refund will be made within:
11.4.1 14 days of date of purchase of the Goods and proof of purchase is supplied; and
11.4.2 for any other reason (outside the terms of Clause 7), we will examine the returned Goods and will either notify you in-store (if the Goods were bought from one of our branches and returned to our branch only), in writing or via e-mail within a reasonable time of the refund (if any at all) to which you are entitled. We will usually process the refund due to you as soon as possible thereafter. For any entitlement of a refund to be due to you, the returned Goods must be in the same condition in which you received them with the original packaging and the product documentation. The Goods must not have been used (such as any smell of without limitation fuel, toxins or rubber shall invalidate any refund due to you) and, where applicable, must not have been removed from the sealed clear packaging. This includes electrical items, which are supplied in sealed clear packaging. Goods returned to us because they fail to comply with the Warranty will be refunded in accordance with the provisions of the Warranty Conditions
11.5 We will pay reasonable costs of return:
11.5.1 if the Goods are faulty or misdescribed;
11.5.2 if you are ending the Contract because we have told you of an upcoming change to the Goods or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something, we have done wrong; or
11.5.3 on occasions, in accordance with Clause 7.
11.6 We will not pay the costs of return:
11.6.1 if you exercise your right to change your mind
11.6.2 if you are not a consumer, examples being a business, sole trader, representatives of the same
11.7 "Specialist Order" and "non-stock" order, (includes Performance Goods, non-stock and any electonic peoducts), means any Goods that are not held in stock by us (a non-stock item) and are therefore ordered and/or manufactured specifically as per your request. Payment in full is required for such orders at the time the order is placed with us. Special and non-stock orders are items that are manufactured or ordered specifically as per your request and are non-refundable, returnable or exchangeable except at our sole discretion. In such instances only we reserve the right to apply a restocking fee of 25% of the total shipped price of the order, which shall be deducted from any refund due to you.
11.8 Products which have internal software and/or associated licences may only be returned unused, sealed and in original packaging under Right to Cancel. Any product of this nature that has been opened, activated, connected or used in any way cannot be returned unless the manufacturer agrees it is faulty and in such instances a replacement may be offered.
11.9 We are reliant on our suppliers informing us of changes to their products including but not limited to, pricing, options, availability & images. On occasion this can occur and our listings may become dated until we are notified of changes either by the supplier or by the customer upon receipt of goods. In such cases we will seek to resolve any concerns with the customer by way of offering either the right to cancel and return in accordance with Clause 7, a partial refund, a discount on future purchase, provision of items no longer included in a package at a reduced price or a combination of any of these solutions.
11.10 Listing errors can occur which may lead to an incorrect or incomplete item being dispatched. Whilst this is extremely rare should such an occasion occur once it is reported to us, we will suspend the listing to prevent further sales and investigate the matter usually offering the same opportunities described in Clause 11.8 as resolution.
11.11 We will normally refund any money received from you using the same method originally used by you to pay for your purchase. If this was a pay later option it may take several weeks to receive such a refund.
11.12 You agree to return goods, in original packaging, protectively packaged using a suitably insured carrier with sufficeint cover to encompass the original purchase price of the item/s. Pay Later Parts will not be held responsible for returned goods' loss or damage in transit whereby you will be required to claim said damage/loss from the carrier.
11.13 If we are accepting of a return of goods that were supplied in accordance with the lisiting from which they were purchased, the original cost of postage to you will be deducted from any refund.
11.14 Any attempt to mislead us in order to obtain cancellation, refund, return or any other matter immediately invokes our right to sole discretion, and we may refuse any requests based on deception. We shall also involve law enforcement if criminal behaviour through use of our services is suspected.
12. Complaints
12.1 Any complaints must be made in writing to sales@paylaterparts.co.uk within the timeframes listed in the clauses above.
12.2 Pay later Parts considers and responds to all complaints and issues, no matter what they refer to. Some issues and complaints we can resolve immediately or within a 3-working day timeframe and are referred to as informal complaints. Such instances are where an investigation is not required because the nature of the complaint is clear, and a resolution can be obtained without further review of the facts. Where an informal complaint is received, it is acceptable for the point of contact or addressed employee to attempt to resolve the issue without involving a company Director.
12.3 Where an official complaint has been received or the informal complaint was unable to be resolved at the frontline point of contact, a written acknowledgement is sent to the customer within 3 working days, this will be known as a formal complaint.
12.4 A company Director will be assigned the role of investigating formal complaints and will gather all necessary documents, recordings and information to make an independent review of the incident. All investigations must take place with 6-weeks of the initial complaint being received so that a final response (decision letter) can be sent to the customer within our designated 8-week period.
12.5 Complaints will only be accepted from the original purchaser of the goods.
12.6 It can be stressful to make a complaint, but we won’t accept poor treatment while dealing with your complaint, including:
- aggressive behaviour no matter how received
- abusive language or swearing no matter how received
- unreasonable demands – like demanding that someone talks to you immediately
If you’re seriously or repeatedly abusive we might refuse to deal with your complaint.
12.7 If your complaint leads to us identifying any fraudulent actions on your part we will refer the matter to the Police without notifying you.
12.8 The publication of any inaccurate, slanderous or malicious communications included but not limited to reviews on social media and other platforms will constitute an immediate breach and termination of any contract with The Company and may render you liable to prosecution or civil action for recovery of damages.
13. Payl8r
13.1 Payl8r is a finance company that provides credit to its members to purchase goods and services online and pay back through monthly instalments.
13.2 Payl8r is a 3rd party finance provider of which Pay Later Parts was an authorised agent although we no longer offer the service.
13.3 By purchasing using Payl8r you agreed to their terms of use. A list of Payl8r FAQs may be found here.
13.4 For any Payl8r queries please email suppport@payl8r.com.