The Statutory Right of Withdrawal

This is a mandatory legal right granted to every consumer in the European Union under Directive 2011/83/EU. It lets you cancel your purchase within 14 calendar days of receiving your goods, for any reason or no reason at all, without needing to justify your decision. It is not a goodwill gesture from Carplaylux — it exists whether or not we choose to offer it, and we cannot reduce it below the statutory minimum. Sections 2 through 8 below explain how it works.

The Legal Guarantee of Conformity

This is a separate statutory guarantee that a product must work correctly and match its description for a minimum of two years from delivery (three years in Portugal and Spain), regardless of whether the 14-day withdrawal window has passed. If a product develops a fault after installation, or after the 14 days have elapsed, this is the right that protects you — not the withdrawal right described on this page. Section 10 below explains exactly how the two interact.

Day of Receipt

The 14-day clock starts the day the goods physically arrive with you, not the day you place the order or the day payment is taken.

Unconditional Right

You are never required to explain why you are withdrawing. A simple, timely notice to us is all the law requires.

Notify Us, Then Return

You only need to send us your withdrawal notice within the 14 days. You then have a further 14 days from that notice to physically send the goods back.

Extended Protection

If a trader fails to properly inform a consumer of the withdrawal right, EU law extends the period by up to 12 months. We have written this policy specifically to avoid that failure.

Send a Clear Statement

Email info@carplaylux.com with your order number, your name, and a plain statement that you wish to withdraw from your contract. You may also post a written statement to our registered address (Section 7 of our Legal Notice). Using the model form in Section 4 is optional, not required.

We Confirm Receipt

We acknowledge every withdrawal notice by email, usually within 1 business day, and confirm the return address and any packaging guidance relevant to your specific product.

Send the Goods Back

You then have 14 calendar days from the date you sent us your withdrawal notice to physically dispatch the goods back to us, using a trackable courier service.

We Refund You

Once we receive the goods, or you provide evidence you have dispatched them (whichever is earlier), we refund you within 14 days via your original payment method. See Section 7 for full detail.

EU law entitles you to unpack, examine, and test your product during the 14-day period in the same way you would be allowed to handle it in a physical shop before buying it. This means opening the box, checking the item for damage, examining the fit and finish, and confirming it looks like what was described — all without losing your right to a full refund.

What the law does not permit is using the goods beyond what is necessary to establish their nature, characteristics, and function. Concretely, for the products we sell, this means:

• You may unbox, inspect, and dry-fit a headlight, rear light, or infotainment unit to check it against your vehicle before committing to install it.
• Permanently wiring an infotainment unit into your vehicle's harness, cutting or trimming any cable, or bonding/adhering a lighting assembly to bodywork goes beyond mere inspection and may reduce the value of the goods.
• Where handling beyond simple inspection has diminished the value of the goods, we may deduct an amount reflecting that diminished value from your refund, as EU law permits — we will always explain the calculation to you in writing before doing so.

Standard Withdrawal Returns

For a withdrawal not caused by any fault of ours, you are responsible for the direct cost of returning the goods to Dordrecht, the Netherlands. Because many of our products are physically large (lighting assemblies, infotainment head units, digital clusters), we recommend obtaining a courier quote before dispatch, and we will always tell you our estimated return cost when you notify us of your withdrawal, where this is possible to estimate in advance.

Our Fault, or a Defective Item

If you are returning goods because we sent the wrong item, the item does not match its listing, or the item arrived damaged or defective, we bear the full return shipping cost. We will provide a prepaid return label or reimburse your reasonable return postage in full — see Section 9 for the process.

Timing. We refund you within 14 calendar days of whichever happens first: the day we receive the returned goods, or the day you provide us with evidence that you have sent the goods back (such as a courier tracking number or proof-of-postage receipt). We are legally entitled to withhold the refund until one of those two events occurs, but we will never delay beyond the 14-day window once it does.

Method. Refunds are issued using the same payment method you used for the original order — the same card, PayPal account, Klarna arrangement, or other payment method — unless you explicitly agree with us to a different method. You will not incur any fee as a result of the refund.

What Is Refunded. We refund the full price you paid for the returned goods, including the standard delivery cost you originally paid to receive them. If you chose an upgraded or express delivery option more expensive than our standard option, we only need to refund the equivalent of standard delivery, as permitted under Directive 2011/83/EU Article 13(2). As explained in Section 5, a deduction for diminished value may apply where goods were handled beyond normal inspection.

What Is Genuinely Exempt

• Any item we manufacture, cut, machine, or reconfigure specifically to a bespoke measurement or specification that you personally provide to us, and that would not be resaleable to another customer as a standard catalogue item.
• Any product that we clearly label as "made to order" or "custom-built" at the point of sale, where the listing explicitly states that the withdrawal right does not apply for this reason.

As of the effective date of this policy, we do not currently list any bespoke or made-to-order products of this kind in our catalogue. If this changes, the relevant product listing will state so explicitly and individually — this Section 8 will never be applied as a blanket exclusion.

What Is Not Exempt

• Standard-SKU wireless CarPlay and Android Auto units, even where a specific listing is matched to your dashboard shape.
• Standard LED headlight kits, LED rear light kits, and Dragon Scale-style rear light assemblies sold as stocked catalogue items.
• Genuine used OEM parts and OEM-style replacement parts sold from existing stock, described in Section 7 of our Legal Notice.
• Automotive electronics, digital clusters, and interior or exterior accessories sold as standard catalogue items.

2-Year Standard Guarantee

New goods carry a minimum statutory conformity guarantee of two years from delivery in every one of the thirteen countries we serve, extended to three years in Portugal and Spain under their respective national laws.

1-Year Reduced Guarantee

For genuine pre-owned OEM parts, the guarantee is reduced to a minimum of one year from delivery, as permitted under Directive 2019/771/EU Article 10(6), and is disclosed on each relevant product listing.

Contact Us, Any Time

If a product stops working correctly, or turns out not to match its description, at any point during the applicable guarantee period, email info@carplaylux.com with your order number and a description of the fault. Full detail on this statutory guarantee is set out in Section 4 of our Legal Notice.

As explained in our Shipping Policy, many of our products are sourced against your order only once we have verified your vehicle's VIN, make, model, and year. Because of this, cancelling an order before it is processed is quick, free, and always available to you — you do not need to invoke the formal withdrawal procedure at all if you act before dispatch.

If, during vehicle compatibility verification, we determine that the estimated delivery time is longer than you are willing to wait, you may cancel at that point and receive a full refund with no deduction of any kind, before your order is processed for fulfilment.

Once an order has been dispatched, cancellation is no longer available in this simplified form — from that point, the 14-day statutory withdrawal right described in Sections 2 through 7 applies instead.