This page is the practical part: what to write, where to send it, how long it takes. The rights it rests on are on two other pages — Right of withdrawal and Legal guarantee of conformity — and here you will find how to exercise them without wasting time.
1. First of all: which of the three reasons is it?
A parcel comes back to us for three different reasons, and the deadlines, the costs and what you are entitled to all change. Identifying the right reason is the step that saves both of us the most time.
| I changed my mind | It is faulty or not as described | It arrived broken, or it is the wrong item | |
|---|---|---|---|
| Which right | Withdrawal (consumers only) | Legal guarantee of conformity | Our failure to perform |
| By when | 14 days from delivery | 24 months from delivery | Tell us as soon as you notice |
| Who pays the return shipping | You | We do | We do |
| What you get | Refund of the price and of standard delivery | Repair or replacement; if neither is possible, a price reduction or termination | The correct item or a full refund |
| Do you need a reason? | No | Yes: describe the fault | Yes: photographs |
2. The procedure, in four steps
- Write to [email protected] quoting the order number (
MT-year-number), which items are involved and which of the three reasons applies. If it is a fault, describe what it does and what it should do, and attach photographs or a short video: a precise description saves two rounds of email and sometimes saves the return altogether. - Wait for our reply. We confirm the case and give you the exact address to send it to. If it is a fault or our mistake, we also tell you how we arrange collection.
- Send it. Careful packing, all accessories inside, a trackable service, the order number visible on the consignment note. No cash on delivery and no carriage forward: such shipments are refused.
- We check and close. As soon as the parcel arrives we check the contents and write to you with the outcome. From there the days for the refund or the replacement begin.
Do not ship before writing. A parcel arriving with no case open stays put until we work out whose it is, and those days are lost to you.
3. How long it takes
- Reply to your email: normally within one working day.
- Refund on withdrawal: within 14 days of your notice, with the option of waiting for the goods to come back or for proof that they were sent.
- Repair or replacement under guarantee: within a reasonable time for the type of product and at no cost to you. If it depends on the manufacturer, we tell you the times they give us and keep you informed.
- The bank's time is not ours. A card refund appears on the statement after a few working days, sometimes up to ten: that delay is down to the card scheme, not to us. If ten working days after our confirmation you still see nothing, write to us and we will send you the refund reference to show your bank.
4. How we refund
Always to the same means you paid with: card to card, PayPal to PayPal, bank transfer to the IBAN you give us. We do not issue vouchers instead of a refund, unless you prefer one and say so.
The refund covers the price of the item and, in the case of withdrawal, the standard delivery charge you paid. We withhold nothing for «handling fees».
5. If the parcel arrives damaged
This is the case in which what you do in the first five minutes matters more than everything else.
- If the packaging is visibly crushed, opened or wet, accept the goods with a written reservation on the courier's document: write by hand «accepted subject to reservation, packaging damaged» before signing. A clean signature on a broken parcel closes the door to any claim against the carrier.
- Photograph it before opening: the box from the outside, the label, and then the contents.
- Write to us at once, attaching the photographs. We handle the claim with the courier: you are entitled to receive the goods intact, and the relationship with the carrier is ours.
6. What cannot be returned
This is not a list copied from a template: these are the cases that actually arise with this catalogue.
- Software licences already activated, codes and subscriptions already used: once activated they do not become available again.
- Remapping services already performed and files already delivered: there is nothing to send back. If the result does not match what was agreed, we work on the file; there is no object to return.
- Items fitted and used, where no fault is involved: a speaker installed under the car and then removed has not been «tried», it has been used, and the same goes for an add-on module already wired to the engine sensors. Here a return is still possible, but the diminished value is withheld from the refund.
The Rapid add-on modules, by contrast, can be returned. They are calibrated for the engine you tell us about, and for a while this page described them as non-returnable: that was wrong. Withdrawal applies to them too, as it does on the Dimsport shop that makes them. What matters is that they come back complete and not installed.
Even where a return is not possible, everything the law gives you in respect of faults remains: the legal guarantee explains it.
7. If we disagree
It can happen that our assessment and yours do not coincide: on the extent of a diminished value, for instance, or on whether a fault comes from the product or from the installation. In that case we write to you with the reasons and the calculation, and we remain willing to discuss it. If we cannot reach a point of agreement, the ways of resolving the dispute — ADR bodies, mediation, the competent court — are listed in section 13 of the Terms and conditions of sale.
8. Related pages
- Right of withdrawal — the 14 days, the form and the exceptions.
- Legal guarantee of conformity — the 24 months.
- Terms and conditions of sale — delivery, prices, payment, jurisdiction.
Last updated: 1 October 2026.