Our Warranty Terms
Sandown Coachworks guarantee repairs to the vehicle for the owner of the vehicle whilst that person retains ownership for up to 3 years.
The guarantee is a formulation and application guarantee: that the finish will not degrade due to the paint, primer, filler or lacquer being improperly mixed or applied by Sandown Coachworks. This 3 year warranty does not include parts, new parts and panel warranty is as per the stated manufacturer terms.
For all complaints, warranty claims and rectification to be accepted the customer must bring the vehicle to Sandown Coachworks to run through any issues in person, photos will not be accepted. In the event of a successful claim it is the customers responsibility to drop of the vehicle to Sandown Coachworks for a check in inspection and confirm extent of warranty work to be carried out as agreed prior to booking. It is also the customers responsibility to collect the vehicle after the warranty work has been completed, inspect and sign a satisfaction note.
No guarantee of any sort is offered against damage or deterioration to the finish in the following ways:
- By any corrosion or rust (whether or not it was evident before the repair was carried out). All localised rust repairs are NOT covered by our warranty. The only exception to this is if the whole panel was changed / replaced, then the new panel will be covered by the manufacturers guarantee for their agreed warranty period.
- Failure of the surface to which the repair or paint is applied (i.e. as the result of a previous aftermarket repair);
- Further accident or impact (including but not limited to stone chipping);
- Inappropriate aftercare, contrary to instructions supplied by request upon completion of the Repair(s) , including but not limited to washing the vehicle within three days of completion of work, the use of corrosive cleaning agents (used by many hand car wash facilities) , i.e. acidic alloy wheel cleansers, truck wash etc.
- Corrosion due to bird droppings or any corrosive material / substance that has made contact with the paintwork.
- Additional work carried out to the repair area by another accident repair centre, body shop etc.
Any refund or liability shall be limited to the maximum of the value indicated for the repair on the Invoice subject to an independent engineer confirming it is not a commercially acceptable repair / paint finish.
The warranty / guarantee is NOT transferable.
Claims made under the Sandown Coachworks guarantee shall be referred to the body shop manager that oversaw the Repair(s),who has the right to repeat performance: to carry out the service, repair or rectification again. In the unlikely it this is not possible for Sandown Coachworks to do this, the right to a price reduction (which may be the full amount of the price for the unsatisfactory repair area, not necessarily the full invoice value) will be considered by Sandown Coachworks.
Sandown Coachworks will NOT cover any costs incurred by inspection, rectification or repairs from other garages, body shops, main dealers or accident repair centres unless agreed before any such repair, inspection or rectification has taken place and agreed exact costs in writing by a company director of Sandown Coachworks (Hersham) Ltd. Before this could be agreed by a company director, the customer must have first bought the vehicle back to Sandown Coachworks to inspect then given Sandown Coachworks the opportunity to rectify or repair.
If Sandown Coachworks for any reason cannot carry out the service again and are unable to reach an agreement for a price reduction, the claim should then be referred to a director of Sandown Coachworks.
Any such claim will then be considered by the Director of Sandown Coachworks, as above, upon the provision of appropriate paperwork (including copy invoice(s) and/or proof of payment (i.e. copy bank statement or evidence of payment by cheque), photographs, engineers report, V5 (proof of ownership) and all correspondence with Sandown Coachworks regarding the complaint).
The Repair(s) will be subject to an inspection by an alternative independent engineer / specialist before a resolution is agreed, if the complaint is upheld. Any refund or liability shall be limited to the maximum of the value indicated for the Service(s)/ Repairs on the Invoice.
If the claim remains unresolved, the Customer may refer their complaint to the VBRA for their consideration under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, at www.vbra.co.uk.
Sandown Coachworks (Hersham) Limited will not be obliged to participate in the ADR process if:
- the claim has been settled; or
- the claim does not fall within the rules of the VBRA procedure; or
- the Customer has not submitted the complaint within six months of receiving a final decision from Sandown Coachworks (Hersham) Limited regarding the dispute; or
- the claim is vexatious or frivolous.
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