Returns & Refunds

We put the customer at the heart of everything we do, which is why we offer a 14 day money back guarantee on any used vehicle within 14 days of collection or delivery.

If you want to return your used vehicle, please get in touch with our Customer Liaison team.

  • Tel: 0191 298 1425
  • Email: vehiclereturns@lookers.co.uk
  • Post: Customer Liaison Team, Lookers, Unit A1, First Avenue, Tyne Tunnel Trading Estate, North Shields, Tyne & Wear NE29 7SU

Refunds on Reservations

If you decide that you do not wish to go on to purchase from your reservation then a refund may be requested by contacting our Customer Liaison Team.

  • Tel: 0191 298 1425
  • Email: reservationrefunds@lookers.co.uk
  • Post: Customer Liaison Team, Lookers, Unit A1, First Avenue, Tyne Tunnel Trading Estate, North Shields, Tyne & Wear NE29 7SU

The funds will be received into your account subject to your bank’s processing timescales.

Refunds on Used Vehicles

If you’re not completely happy with your used vehicle purchase, you can request a refund within 14 days of collection or delivery.  Note that ‘Used’ is inclusive of pre-registration, demonstrator, or ‘nearly new’ vehicles.

How does the refund process work?

If you’re not completely satisfied with your used vehicle purchase, simply contact our Customer Liaison team

  • Tel: 0191 298 1425
  • Email: vehiclereturns@lookers.co.uk
  • Post: Customer Liaison Team, Lookers, Unit A1, First Avenue, Tyne Tunnel Trading Estate, North Shields, Tyne & Wear NE29 7SU

What is your refund process?

We can begin processing your refund once we have received the vehicle, the V5, and both vehicle keys, any service books and manuals, and all accessories floor mats. Once received, we will complete a dealership check to assess the condition of the vehicle and to ensure it qualifies for a return. Please ensure that any personal belongings are removed from the vehicle. 

Your refund will be processed via your original payment method and will, if required include any deductions for damage, or miles driven beyond agreed limits.

Are there any limitations?

We have some fair use limitations for used vehicle returns:

  • The vehicle must have covered less than, or equal to 230 miles from the date of delivery to the date of return to our dealership.
  • If the vehicle has covered more than 230 miles there will be a charge of £1 per mile for every additional mile covered.
  • If you are unable to return the vehicle due to safety, or mechanical concerns please contact us to discuss collection options.
  • You must have fulfilled all your legal responsibilities including the payment of taxes , insurance and any fines incurred during the course of your ownership of the vehicle.
  • You must return the vehicle in the same condition as you received it subject to fair wear and tear. Should there be any damage to the vehicle, this will be deducted from the refund.

FAQ's

If you picked up your vehicle in person from one of our dealerships you will need to return the vehicle yourself. Alternatively, we can collect the vehicle from your home at a charge of £1 per mile back to the dealership you purchased the vehicle from.

If you return your vehicle you need to request a road tax refund directly from the DVLA:https://www.gov.uk/vehicle-tax-refund

If you part exchanged your vehicle we typically cannot return your old vehicle. If we cannot return your old vehicle, we will pay you the cash equivalent of your part exchange and will do our best to help you find an alternative vehicle.

We limit our refund/return process to one vehicle per household per year.

Refunds on New Vehicles

We are currently unable to extend the Lookers 14 day used vehicle refund to new vehicles. This does not affect your statutory rights.

If you are a consumer, did not purchase the vehicle on finance (other than a finance agreement where you purchase the vehicle directly from us, for example using a bank loan), and entered into your agreement with us at a distance you may have an additional right to cancel this agreement

Please refer to clause 7 of our Terms & Conditions.
To find out how we can address your concerns or requests please reach out to the dealership from which you purchased the vehicle. Alternatively, please reach out to our Customer Liaison team.

  • Tel: 0191 298 1425
  • Email: vehiclecomplaints@lookers.co.uk
  • Post: Customer Liaison Team, Lookers, Unit A1, First Avenue, Tyne Tunnel Trading Estate, North Shields, Tyne & Wear NE29 7SU.

For full terms and conditions for vehicle orders please see our documentation here

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