Returns, Refunds & Cancellation Policy
Twenty Two Tuning Ltd — Return & Refund Policy
We want you to love your purchase. This policy governs all purchases made through Twenty Two Tuning Ltd and is written in accordance with the laws of England and Wales. By placing an order, you confirm that you have read, understood, and agreed to these terms. This policy forms part of our Terms of Sale.
Twenty Two Tuning specialises in high-performance carbon fibre aerodynamic parts and styling upgrades for premium vehicles including Audi, BMW, Mercedes-Benz, Porsche, Volkswagen, and more. We partner with leading manufacturers including BRABUS, Future Design, PSM Dynamic, SOOQOO, EXL, and TXCP — each of which may carry specific return conditions detailed below.
🛡️ North Shipping Protection
North Shipping Protection is our shipping protection service, handled directly by Twenty Two Tuning. When you add it at checkout, any transit damage or loss claim is resolved by our own team — fast, and without waiting on a third party.
What North Shipping Protection covers:
- → Items that arrive damaged — claim within 30 days of the confirmed delivery date through our Return Centre
- → Items lost in transit — claimable once your tracking has shown no movement for 15 days
- → Your choice of a replacement product or a refund on approved claims
- → Protected claims are processed within 24–48 hours of submission
Claims are submitted through our Return Centre, which guides you through the photo evidence we need step by step. The North Shipping Protection fee is non-refundable once your order has shipped.
Orders placed without North Shipping Protection can still report damage or loss through the same Return Centre process — however, those claims are resolved through the shipping carrier: our team submits the claim with the shipping provider on your behalf and updates you with the next steps within 24–48 hours. Carrier investigations can take considerably longer to conclude, and the outcome depends on the carrier's decision.
North Shipping Protection is a service provided by Twenty Two Tuning Ltd. It is not a regulated financial product. Your statutory rights are unaffected.
🏷️ Brand-Specific Return Policies
Certain brands carried by Twenty Two Tuning are subject to manufacturer-imposed return restrictions. These apply in addition to the general policy below and take precedence where there is any conflict.
BRABUS Restricted Returns
All BRABUS products are non-returnable. A 50% restocking fee applies to all cancellations and returns regardless of reason, including change of mind. BRABUS items are ordered directly from the manufacturer and cannot be returned to them once dispatched.
Future Design Restricted Returns
Standard return policy applies for damaged, incorrect, or faulty items. However, returns for "no longer required" or change of mind are subject to a 50% restocking fee as these items are non-returnable to the manufacturer.
PSM Dynamic Restricted Returns
Standard return policy applies for damaged, incorrect, or faulty items. However, returns for "no longer required" or change of mind are subject to a 50% restocking fee as these items are non-returnable to the manufacturer.
EXL Standard Policy
Standard return policy applies in full. See general return scenarios below.
SOOQOO Standard Policy
Standard return policy applies in full. See general return scenarios below.
TXCP Standard Policy
Standard return policy applies in full. See general return scenarios below.
📋 Return Scenarios
🚫 I Need To Cancel My Order
We understand plans change. Cancellation requests must be submitted through our Return Centre, or in writing to Support@xxiituning.com.
Cancellation Before Shipping
- Cancellation requests must be received at least 48 hours before the scheduled shipment date
- A 5% non-refundable processing fee will be deducted if payment has already been captured
- Cancellation is not guaranteed until confirmed in writing by our team
Cancellation After Shipping
- Once an order has shipped, it cannot be cancelled in transit
- You must receive, inspect, and then return the item to us
- A 15% restocking fee applies, plus return shipping at your expense
- Refund issued only after we receive and inspect the returned item in original condition
Custom & Made-to-Order Cancellation
💭 I've Changed My Mind
You may return items within 30 days of the delivery date if you have changed your mind, subject to the following conditions. Please note: brand-specific restrictions (see above) may apply in addition to these terms.
Eligibility Requirements
- Item must be completely unused, uninstalled, and unmodified
- Item must be in its original packaging with all accessories, hardware, and protective materials included
- Items that have been dry-fitted, test-fitted, or partially installed do not qualify as unused
- Return request must be submitted through our Return Centre within 30 days of delivery
- Items returned without prior approval will be refused
Returning for a Refund
- Return shipping costs are your responsibility — we do not provide prepaid labels for change of mind returns
- A 15% administration fee will be deducted from your refund to cover initial outbound shipping and handling
- Shipping protection fees (North Shipping Protection, or legacy Route) are non-refundable
- Refund is processed only after the item has been received and inspected at our facility
Exchanging Your Item
- No administration fee for exchanges — only return shipping at your cost
- We can arrange return shipping and invoice you before dispatching the replacement
- Any price difference between items will be invoiced or refunded after inspection
📦 My Item Arrived Damaged
Damage claims are submitted through our Return Centre, which walks you through everything step by step. Claims must be submitted within 30 days of the confirmed delivery date — late claims can still be submitted and will be reviewed case by case.
Required Evidence
The Return Centre collects all of the following photo groups — your claim cannot be submitted without them:
- Close-up images of the damaged area(s) — multiple angles help
- Images of the full product showing overall condition
- All four sides of the shipping box — front, back, left and right — plus the packaging used around the product
- A separate, readable close-up of the postage label on the box
You then choose a replacement product or a refund, and your claim is opened.
📸 Photo Tips: Ensure all images are clear, well-lit, and taken before any attempt to install or modify the item. Missing or unclear photos are the main cause of slow claims.
🛡️ With North Shipping Protection: your claim is handled directly by our team and processed within 24–48 hours, after which we issue your refund or replacement order.
❌ This Isn't What I Ordered
If you received an incorrect item, we will arrange a free exchange or full refund at our discretion.
Conditions
- Report within 31 days of delivery with photos of the item received, the packaging, and the shipping label
- The item must be unused, uninstalled, and in original condition
- To qualify for free return shipping, items must be returned in their original packaging. If returned in different packaging, the shipping cost difference will be deducted from your refund
🔧 I Have A Fitment Issue
All parts must be installed by a qualified professional. We cover return and replacement shipping for genuine fitment issues (excluding import duties and taxes).
Required Information
To qualify for a fitment claim, you must provide all of the following:
- Clear, detailed images of the fitment issue from multiple angles
- Images of the vehicle the part is being fitted to, showing the chassis/model
- Evidence that the correct installation method was used
- Name, contact number, and address of the professional installation shop
- → Aftermarket carbon fibre parts may require minor adjustment during fitting — slight variances from OEM tolerances are normal and do not constitute a defect
- → Professional installation is mandatory — we may request proof before offering any resolution
- → Fitment issues must be reported within 31 days of delivery
- → Items not professionally installed are subject to a 15% restocking fee and return shipping at your cost
- → Self-installation, bodging, forced fitting, or trimming voids any fitment claim
📭 My Item Hasn't Arrived Yet
We estimate delivery times of 10–15 business days for most products (excluding sea freight and custom/made-to-order items). Delivery estimates are not guarantees.
Item Not Received Claims
If your tracking has stopped moving, you can open a claim through our Return Centre. The Centre checks your tracking automatically:
- With North Shipping Protection: claimable once tracking has shown no movement for 15 days
- Without shipping protection: claimable once tracking has shown no movement for 15 days — the claim is resolved through the shipping carrier, which can take longer
- Once eligible, you simply choose a replacement or a refund — no photos or paperwork needed, as we verify the tracking on our side
- If your tracking shows delivered but you don't have the parcel, contact Support@xxiituning.com so we can investigate with the carrier
Maximum Delivery Windows
- Standard Air Shipping: Up to 60 days from the shipping date
- Sea Freight Shipping: Up to 120 days from the shipping date
Sea Freight: For sea freight shipments, we require a 30-day period of no tracking movement at port before a loss claim can be filed with the carrier.
🛃 Import Clearance & Customs Failures
International orders may be subject to import duties, taxes, and customs clearance procedures in the destination country. These charges are your responsibility and are not included in the product price or shipping cost. As the receiver, you are the importer of record for the clearance of items into your destination country.
Failed Import Clearance
- Failure to complete customs clearance, pay import duties, or collect your parcel from customs will result in the item being returned to our facility or destroyed by the carrier
- Items returned due to clearance failure will incur a return shipping fee determined by the carrier, which will be deducted from any refund
- Items destroyed by the carrier due to clearance failure are not eligible for any refund
- Twenty Two Tuning is not liable for delays, seizures, or losses caused by customs authorities in the destination country
🚨 I Didn't Make This Order
Account Security: You are responsible for maintaining the confidentiality of your account credentials. Any purchases made using your account details are deemed authorised unless reported to us immediately.
If you believe your account was accessed without your permission, contact us immediately at Support@xxiituning.com. We will work with you to recover the item and issue a refund where possible.
We reserve the right to deny refund requests where there is evidence of policy abuse, fraudulent activity, or where account credentials were willingly shared with a third party.
🔄 I Want To Exchange My Item
Exchange Policy
- Exchanges must be requested within 30 days of delivery
- The original outbound shipping fee is non-refundable
- We cover return shipping for damaged or incorrect items only
- For all other exchanges, return shipping is your responsibility
- A 15% restocking fee applies if we paid for the initial outbound shipping
- Orders rejected at delivery or returned due to an incorrect address provided by you will incur a 15% fee plus all return shipping costs
- Any price difference between the original and replacement item will be invoiced or refunded after inspection
How to Request an Exchange
Timeframe: Exchange requests must be submitted within 30 days of receipt. Items must be unused, uninstalled, and in original packaging.
Steps:
- Visit our Return Centre
- Pack the item securely in its original packaging
- Submit your exchange request and wait for written approval
- Ship the item back using a fully tracked shipping service
- Replacement dispatched after inspection and approval
📌 General Return Conditions
The following conditions apply to all returns, exchanges, and refund requests unless explicitly stated otherwise:
- → All returns must be pre-approved through our Return Centre — unauthorised returns will be refused
- → Items must be returned using a fully tracked shipping service — we are not responsible for items lost in return transit
- → Refunds are processed to the original payment method only — no cash, store credit, or alternative payment refunds
- → Refund processing takes up to 10 business days from the date the return is inspected and approved
- → Discount codes, promotional credits, and loyalty points used on the original order are non-refundable and non-reissuable
🚫 When We May Deny Your Request
We reserve the right to deny any return, exchange, or refund request in the following circumstances:
- → Damage, defects, or issues not reported within the timeframes set out in this policy
- → Item has been used, installed, dry-fitted, modified, painted, wrapped, or damaged after receipt
- → Change of mind after the item has been unpacked and is no longer in original, resaleable condition
- → Item ordered in error but used, enjoyed, or installed before requesting a return
- → Known defect at time of purchase that was not reported to us before use
- → Damage resulting from attempted self-repair, forced installation, or unauthorised modification
- → Change of preference (colour, size, style, vehicle) after installation or use
- → Return requested outside the 30-day return window
- → Items returned without prior written approval from our team
- → Excessive, suspicious, or serial return behaviour suggesting policy abuse
💳 Chargebacks & Payment Disputes
Twenty Two Tuning takes payment disputes seriously. We maintain comprehensive records of all transactions, communications, tracking data, and delivery confirmations.
If a chargeback or payment dispute is filed:
- → We will provide all available evidence to the payment provider, including order details, tracking information, delivery confirmation, signed communications, and photographic evidence where applicable
- → Any pending refund request will be suspended until the dispute is resolved
- → Customers who file chargebacks for orders that have been delivered as described may be blocked from future purchases
- → Fraudulent chargebacks may be reported to the relevant authorities
We strongly encourage all customers to contact us directly at Support@xxiituning.com before initiating any payment dispute. We are committed to resolving issues fairly and promptly.
⚖️ Our Rights & Protections
In accordance with the laws of England and Wales, Twenty Two Tuning Ltd reserves the right to:
- → Define, limit, refuse, or reject orders, refunds, and exchanges at any time and at our sole discretion
- → Refuse service where there is evidence of fraudulent, abusive, or criminal activity
- → Cancel orders affected by pricing errors, website malfunctions, or system failures
- → Deny requests from customers with irregular, excessive, or abusive return history
- → Amend this policy at any time — the version in effect at the time of your order applies to that transaction
💬 Need Help? Contact our customer service team at Support@xxiituning.com for assistance with your return or exchange.
Twenty Two Tuning Ltd · Registered in England & Wales · Last updated: September 2026