When you make a big purchase, you will often have something called a ‘cooling off period’. This is where you have a certain amount of time to change your mind about your purchase. This doesn’t have to be a purchase, though it is most seen when making a purchase, but can also be a service that you have arranged.
We get asked about cooling off periods from time to time, and the main question we get asked at OSV is ‘do I have a cooling off period before I can receive my vehicle?’. Cooling off period and your rights as a customer can be quite complicated, so we thought it best to write our answer down.
In this article, we explore whether you have a cooling off period, what the cooling off period means and your rights as a customer.
What is a cooling off period?
A cooling off period, in a wider context, is a period of time in which you can cancel an order you have made either online, over the phone or via mail order.
In the context of car leasing, it can be slightly different.
If you are a ‘regulated’ customer, then you will have a 14 day cooling off period. This means that you have 14 days after you sign your order to cancel completely without penalty. Once those 14 days have passed, you cannot cancel without penalty. You do, however, have the option to change your finance option, but you are still committed to the vehicle.
For example; if you have ordered a car on personal contract hire but you’ve decided you might like to own it at the end, then you can change your finance agreement to personal contract purchase after that 14 day cooling off period at no extra charge to you. If you are an ‘unregulated’ customer, then you will not have this cooling off period. Your order will stand as it was at the point of order, and you cannot change it.
Am I a regulated customer?
You are a regulated customer if you are;
- A private individual
- A sole trader
- In a partnership with less than 4 partners
This is according to the Financial Conduct Authority (FCA).
You are unregulated if;
- You are a Ltd. Business
- In a partnership with 4 or more partners
If you choose to cancel at any point as an unregulated customer then you will likely incur cancellation charges.
So if you are a regulated customer, then yes you do get a cooling off period. This means that you have 14 days to cancel your order at no extra cost to you. After that 14 days is up, you do not have the chance to cancel without penalty. After that 14 days, you can change your finance agreement, but you still have to remain committed to the vehicle. If you are an unregulated customer, then you do not have this cooling off period. This isn’t a company policy, by the way, it’s FCA regulations.
What happens if I want to change something after the cooling off period?
It depends what you want to change.
If you want to change your finance agreement then you can do so at no extra cost to you, as long as it is before you have taken delivery of the car. That said, you will get a new quotation which could mean that the finance package costs more because the finance options may vary in price. But in terms of additional fees such as administration fees, you should not be charged. If you want to change the car then this is different. If you change your car before it has been ordered from the dealership then you can do so. In regards to our process here at OSV, this can be done at no extra charge to you as long as you are ordering another vehicle. However, if you want to change your car choice after it has been ordered from the dealership, then you may face charges from the dealer. Say you have ordered a Toyota but now you want a Hyundai, the Toyota dealership now has a spare car without an owner. In which case, you may face charges.
What happens if I want to change something after my car has been delivered?
Again, it depends what you want to change.
If you want to change your finance agreement, then whether you can change your agreement depends on the finance house. Be cautious though, the options available to you are very limited, so always check with your vehicle broker to see if this will be an option for you.
If you have a Personal Contract Hire and you love the car so much you want to buy it at the end then this is what you can do;
- Contact the finance house and ask them for a purchase price (not all finance houses will do this but most of them do)
However, it can be complicated, so we would really recommend you contact an experienced broker who will be able to help you through this process.
If you want to change your car, then you will have to cancel your agreement.
Can I cancel my lease agreement?
You can cancel your lease agreement, yes. However, you may incur charges.
How much will it cost to cancel my lease agreement?
It varies in terms of how far into the agreement you are. We can’t tell you how much you will have to pay in cancellation costs, but we can tell you what contributes to cancellation costs, including;
- How easy the car is to re-sell
- How unique the car is
- If the car has a confirmed build slot
- If the car is in stock
- How much your monthly payments will be
- Sometimes the fee is based on monthly payments, so it could be 3 monthly payments
- How far along the line your order is
- If pricing has been secured
How do I cancel my Contract Hire agreement?
If you want to cancel your Contract Hire agreement, then this is what you need to do;
You will speak to the finance house about early termination. There will be an early termination fee. Your terms and conditions will outline the penalties and any cancellation fees. If you accept the fee, then they will pick the car up and you will pay the fee. It’s that simple.
You will still be subject to condition charges, and the car must be in a condition that is in line with the BVRLA Fair Wear and Tear standard. If the car isn’t, then you will incur condition charges. You can read more about Fair Wear and Tear here.
How do I cancel a Personal Contract Purchase?
If you want to cancel a Personal Contract Purchase then it depends how far along your contract you are.
If you have paid 50% of the total amount payable then you can end your contract without charges. However, you will speak to your finance house because fair wear and tear will still apply.
Where can I find my cancellation rights?
You will find your cancellation rights in your terms and conditions of your finance agreement.. It is vital that you read your terms and conditions carefully. They will include your early termination terms and conditions as well as the cause for these actions. This includes;
- Late payments
- Breaching your agreement
- The vehicle being lost or stolen whilst in your possession
If your broker does not talk to you about the cancellation terms before you sign anything, then ask what their cancellation terms are. While you might not think that you will ever need them, you don’t know what’s round the corner and it’s always good to be prepared.
Am I protected if I want to cancel my lease?
You are protected by the FCA and the treating customers fairly principles if you are a regulated customer.
You can also ensure that you are protected before you order your car. This can be done by choosing a vehicle broker that is a member of the BVRLA and are also regulated by the FCA. You can read more about what accreditations you should look for in a vehicle broker here.
One of the best things to do to stop you changing your mind or cancelling your order is to avoid the situation before it happens. This means ensuring that you have done all your research and that you are with a trustworthy broker who can make sure that you are making the right decision for your situation. You can read more about whether leasing is right for you here.
In conclusion, if you are a regulated customer you do have a 14 day cooling off period. This means that you can cancel your order completely. This will be at no extra charge to you. If you are an unregulated customer then you will not have a cooling off period. This is in accordance with FCA regulations. If you want to cancel your lease contract after the cooling off period then you can do so, but it can be complicated and you can incur charges. This is not something we recommend as a viable option, and the best thing to do is to prevent this from being an option in the first place. You can do that by making sure that you choose a trustworthy vehicle broker who gives you all the information you need to make the right decision.
Hi, I would like to clarify something with you if possible.
I bought a car last weekend, finance agreement has been accepted and I already received the paperwork. The thing is, I was checking around other finances agreement and APR and I realized will be cheaper if I do car finance from my bank.
As I still have the 14 days cooling off-period, can I cancel or withdraw the agreement? But what will happen with the car? Can I still keep it and pay with other finance company or have to hand back to the dealer?
Regards
C.P
Hi Catrina,
Thank you for your question. You can indeed cancel the finance agreement but you would have to keep the car and pay the on the road price to the dealer. I hope that this helps.
Hi, we bought a car on Finance , we got the car on the Saturday & decided we didn’t like it & returned it on the Sunday, as it was too big for me, we are now being told that we cannot return the car, & they can refuse to take the car back, even tho the dealership has got the car for sale on auto trader. Do we legally have a 14 day cooling off period inorder to return the car ,
Hi Delyse,
I have checked with the finance advisor in our office and have been told that the 14 day cooling off is on the finance not the car, so unless there is something wrong with the car or it is not as described then you are committed to it in law.
Our recommendation would be to work with the dealer in order to find a suitable resolution and discuss purchasing a different car from them. I hope that you find this advice helpful.
Hi, I understand the ‘cooling off period’ allows me thinking time after signing my agreements and I have 14 days in which I can decide that I do not want to proceed. Does this then affect my rights under Distance Selling if I purchased a car through an on line broker? I haven’t met with anyone face-to-face – all email and phone call – and although I am more than happy with what I have agreed to purchase should it arrive and I am not happy even though my cooling off period has passed do I have 14 days to return the product under online & distance selling?
Hi Lisa,
Thank you for your question. Essentially there are three options when it comes to Distance Selling:
1. This is covered by the FCA (Financial Conduct Authority) under CONC 11.1 – you can cancel a distance contract within 14 days without penalty or having to give a reason
2. The CCA (Consumer Credit Association) Section 66a states – you can withdraw from a credit agreement within 14 days after execution. This is only withdrawing from the Credit Agreement, not the contract to acquire the vehicle and means that the credit must be repaid by other means.
3. The CRA (Consumer Rights Act) 2015 states that a vehicle can be rejected if it is found to have fault after delivery, or if expectations haven’t been met within 30 days of delivery.
I hope that this helps you.
I have purchased a car via PCP however it is faulty, do I have a 14 cooling period as it’s faulty or can I change the car with them. Simon
Hi Simon,
Thank you for your question. I have checked with our experts and under the Consumer Rights Act 2015 you have the right to reject, repair and replace. You have a short term right to reject the vehicle (within 30 days of vehicle delivery) if a fault exists. After 30 days you can demand that the trader (dealer) repairs or replaces the vehicle (within first 6 months of owning the car). The trader has just 1 shot at repairing the vehicle, and this must be actioned at no cost to you (the consumer) within a reasonable time and without causing you, as the consumer, significant inconvenience.
I hope that the above helps you to resolve your issue.
Hello, I went to my local Volkswagen dealership 4 days ago enquiring about a second hand car, they had none in stock but they said somebody is part exchanging the car currently and asked if I was interested, they gave me all the details of the car and told me a price, we then ran through some finance options etc and I found one that was most suited to me, I left a £250 deposit, they said they will contact me when the part exchange has gone through for me to go and see the vehicle, I haven’t yet seen it but I have left a £250 deposit, I have had a chat with my partner and mum, and have decided the monthly payments are going to be hard to stick to as they cover nearly half my monthly wages, where do I stand? Thank you, Sam
Also I have not signed anything yet
Hi Sam,
I have spoken with one of our experts about this and his advice is that you phone the dealer and say that you can’t proceed as you can’t afford it and request a refund. As no paperwork has been signed you are not tied to anything.
However, if you are still looking for a car, and are working a monthly budget, get in touch with Amanda on 01903 223391 and she will be able to put you in touch with one of our vehicle specialists who will be able to help you with a new vehicle.
Hi
My son’s girlfriend bought a car on pcp finance 4 days ago. She is waiting for the car to be delivered to her. She was declined for finance on the car so the dealer said that her boyfriend can apply to finance the car in his name as they live at the same address. So the car is owned by girlfriend but my son is paying for it. My sons girlfriend is moving back to London in a month so the car will go to London with his girlfriend but he will still be paying for it in his name, although she will give him the money to cover the monthly payment. Then she plans to give back the car in 12 months and get another car by trying for finance again. So my son plans to cancel the pcp in 12 months and give the car back to the dealers. I have told them it’s not as straight forward as this. The car is now registered to his girlfriend on v5 and she has insured it. From what I researched this can be classed as fraud as car finance should be in the name of the person that owns the car. Can you give me some advice please
Kindest regards
Emma
Hi Emma,
In the trade this is called an “Accommodation Deal” which finance houses do not approve of, however, it’s common for a husband to finance a wives car (or the other way around) or common law partners to do the same. The finance company owns the vehicle until the last payment is made not the son or girlfriend, they would not be able to “just hand it back” in 12 months unless they have paid 50% of the total payable, if this is not the case they would need to get a settlement figure and sell the vehicle to clear the debt. Reference the car being registered to the girlfriend a log book is not proof of ownership and she should advise the insurance company that the finance is in your sons name, as you need a “financial interest” in something to insure it. He is also legally responsible for this vehicle, so if they were to part company then he would be 100% liable for any debt.
Hi, I arranged to buy a car last week for £23,500. I left a deposit of £500 and agreed to pay £10,000 on collection and take out finance for the balance of £13,000.
I could have paid cash for the entire car but was persuaded to take out some finance as I would get a further 2 years warranty on top of the remaining 18 months left
The salesman said I could pay off £11,000 a week after collection and just pay off the balance of £2,000 over 10 months. This, he explained would cost me £300:maximum interest but would be worth it for the extra warranty.
I’m having my doubts as this would tie me in to having my car serviced at the main agent which would be very expensive.
I haven’t received any paperwork detailing payments or the length of the contract yet .
As this was only a few days ago can I cancel this agreement under the cooling off period.
Thanks
Hi Paul,
Thank you for your comment, I hope that we are able to offer you some advice.
If the finance agreement is a regulated agreement, you have 14 days from when both parties have signed to use what is called your ‘Cooling off period’. At which point you can phone the finance house and say that you’ve changed your mind and clear the entire finance amount off in one go. You would be charged interest for the period you have borrowed the money for. We have not experienced any instance where this has had a negative affect on a credit file.
Regarding the warranty, we are assuming that you are buying a used car. If so, most warranties are not underwritten by the dealer, but by a warranty insurance company and they generally require you to get the vehicle serviced at a VAT-registered service centre, but you should make your own enquiries with the warranty company about this.
Again, I hope that this is of help to you.
HI
I was planning to buy a car from Mercedes. I have paid £1000 to secure the car. I have changed my mind. so in this situation will they give my money back? I am not sure if this securing amount|(£1000)comes under cooling off period. Advice needed please.
Mani,
Thank you for your question. The cooling off period only applies to items purchased via distance selling (e.g. online). So, if you went into the dealership, legally they would not need to provide you with a refund unless you can prove that the vehicle was not as described. However, if you have a genuine reason for needing to cancel, then normally dealers will refund any deposits as a gesture of goodwill and reputation rather than for any legal reasons. However, if you are still looking around, can we help? We have a team who would be happy to find you your ideal vehicle.
Hi I have signed for finance on a new car but changed my mind within 2 days and haven’t taken the car into my possession as I don’t want the car will I be able to cancel the finance without any problems
Hi,
The answer is, it depends. If you went into the dealership and ordered the car then you don’t have a 14 day cooling off period for the purchase itself (e.g. the car), unless it’s not as described. However, you do have a cooling off period on how you fund it (e.g. the finance agreement). So you can cancel the finance agreement and pay for the car another way. If, however, you ordered the vehicle from a distance (on the phone, or online) then you do have 14 days to cancel the vehicle and get a full refund without any consequence. To be able to give further advice, we would need to know how much deposit you paid and whether you went into the dealership or conducted the transaction completely over the phone? Hopefully this has been helpful.
Hi,I will try & Make this short,,
My son got turned down for finance on a car,so the garage suggested I get the finance in my name for him,so I did,but as the garage used the same finance company they’ve put 2+2 together & realised I’m financing the car for my son,but the finance company won’t release the money to the car dealer until we show them proof of insurance which covers us both fully comprehensive to drive the vehicle,,they want the total excess on the policy to be under £550,but due to my sons age this is not possible,,so,,so far we’ve paid no deposit to the car dealer,I’ve e-signed online for the finance,but no funds have been released to the dealer,so can this can Finance agreement be cancelled,I signed 3 days ago,
many thanks
Hi James,
Regarding the finance agreement, we are assuming you a regulated (individual, sole trader, partnership with 3 or less partners) customer, you have what is called the ‘Right to Withdraw’ which means you have 14 days from when both parties have signed the agreement, to phone the finance house and say that you wish to cancel the agreement.
As the dealership has not been paid out, it could well be the case that the finance agreement is not active at this stage. But we would advise you to contact the finance house to say you don’t wish to proceed with the car purchase.
Regarding the dealership, finance houses generally frown when they discover someone else is financing a car for another individual, it’s called an ‘Accommodation deal’. So, if you don’t wish to proceed with the car, I would advise the dealership in writing that you aren’t proceeding due to the conditions of the payout, and that should be enough to cancel it.
If you are looking for a reliable new car for your son, and would like sound advice on how to proceed, then please feel free to call Amanda on 01903 223391 and she will arrange a time for one of our specialists to talk through your options with you.
I bought a car from a well known dealership and when I collected and paid they told me they only have one key and the other is on order. This was 14 days ago.
Now the key has arrived they said I need to bring the car in mon-fri for 3 hours.
I cannot make this time as I work full time and my work is 40 miles away from my home. I would need to take a day off unpaid to make an appointment during this time.
What rights do I have regarding this?
Hi Greig,
Thank you for your question. There are several options for you when it comes to the issues you are currently experiencing with your vehicle, however, no matter the route you decide to take, any repairs that the dealership make have to be done WITHOUT causing any disruption to you as the customer. Your options are:
1: Repair or replacement – if there is a fault within the first 6 months then you, as the consumer, can demand that the trader repairs or replaces the vehicle. Your dealership has ‘one shot’ at carrying out this repair and must be actioned “at no cost to the consumer, within a reasonable time and without causing the consumer significant inconvenience”.
2: Reject the vehicle under the CRA (Consumer Rights Act) 2015.
We would recommend that you contact the dealer by phone and suggest that they come and collect the car, take it back to the dealership to fix the issues (the key) and then bring the car back to you (the consumer). OR request some financial compensation for salary loss and fuel if you are required to deliver the vehicle for repair and have to take a day off work.
We hope that you find this response helpful.
Thank you Rachel, I’ll let them know this.
The last car I bought they collected and brought back (different company) which was good for me so I could still work.
I was hoping they would offer this option but they didn’t.
Thanks again for the information. Quick call to them tomorrow.
Greig
Hi, I bought a car a week ago from my local dealership and I was wrongfully informed about the money I would need to pay monthly to the financial company. Now I would like to return the car and cancel the deal. Is this possible?
Hi Sarah,
You should have had a finance agreement to sign with pre-contract information which should clearly outline what you are signing. If you were not provided with this then you should immediately advise the Finance House and commence with the complaints procedure at the dealership you purchased the car from. Alternatively, if you love the car you can use your “Right to Withdraw” with the Finance House and utilise other funds to pay for the vehicle, assuming you are a regulated client (sole trader, private individual, partnership with three or less partners).
I hope that this helps.
Hi there – great web-site by the way! I took out a personal car leasing agreement and paid the £199 processing fee. During the two week cooling off period I changed my mind about the car I had ordered and tried to change the order to a different model. I was then told I’d have to wait 5 months for delivery. I found another company who had the same care in stock so went back to the original company, within the 14 days, and told them I wanted to cancel the order. I was prepared to write off the £199 processing fee. They told me I would have to pay 3% of the P11D value of the car, in this case £650! Are they allowed to do this? I am a regulated customer (ie, private individual ordering on line).
Hi Nick,
Thank you for your email. We appreciate that terms and conditions can be quite complex at times. We understand that you need your new car quickly. When it comes to the rules and regulations, a dealer/broker can charge if it is clearly stated on their order form that there is a charge for cancelling the order, you would have signed this order form with the dealer when you agreed to go ahead with the dealer. If you are unsure of anything in the contract we would recommend you contact an unbiased legal advisor (e.g. Citizen’s Advice).
Hi
I have used PCP to get a new Audi Q5 last Friday and as soon as I arrived at home, we found the exterior mirror can only fold manually. Not auto or electric. The sales person said he explain that, however we can’t remember about this. Now I want to return this. Can we do this? Is this in cooling off period or what? I have signed all the documents. Please advise.
Thanks
James
Hi James,
Thank you for your comment. Unfortunately, unless the you have something in writing stating that the vehicle has electric or auto exterior mirrors, we are not aware of any way that you can return the vehicle.
However, if you specifically told the salesperson that you required electric or auto wing mirrors for a reason (e.g. garage size etc) it may be argued that the vehicle isn’t fit for purpose, however, you would need to prove your case.
Although this may not be of help now, it may be of help when you purchase your next car; we record all our calls and have a detailed document trail, so in many cases distance selling offers you protection and we would love to work with you in the future.
Hi, I just want to ask because I signed the contract last July 09 for a new car and told them to deliver it after a month. Is it fine to cancel the contract because I found a better deal to the different dealership.
Thank you for you help.
Hi MJ,
We see that you’re in Canada. Unfortunately, the laws regarding selling are different in different countries. We would recommend that you contact an independent legal advisor to determine what your rights are with regard the cancellation of your vehicle.
Good luck in resolving the issue.
i purchased a brand new vehicle in 2016 that is now part of a recall and the part will now be available for about 3 months. This is my only means of transportation therefore i need to obtain other means of transportation. what are my options for voluntarily returning my vehicle?
Hi Pamela,
Thank you for your comment. The rules on the cooling off period vary depending on country. As you are based in the US we would recommend you contact an advisory service to get independent advice on your situation.
We wish you luck.
Hi, my father took delivery of a new lease hire car on Saturday 3rd August, it had 40 miles on the clock upon delivery* and he had done around 40 miles in it when it broke down on Tuesday 6th August and has had to be taken by transporter to a dealership for repair. As he has not paid the initial deposit for this which is due in about 1 week’s time and the car is obviously not fit for purpose, plus the Instructions for Cancellation advises that “The cancellation period will expire after 14 days from the day of the conclusion of the contract.” is it true that the contract hasn’t been concluded in this instance? and can he refuse to accept the car and back out of the finance agreement?
Hi Steve,
Thank you for your question. There are different ways that you can reject a car depending on how it was purchased (main dealership or distance selling). The first thing you will need to do is check the smallprint on the Finance documentation. If it has passed the 14 day cooling off period then you can potentially go down the fit for purpose route, however you will need to give the dealership one opportunity to fix the vehicle before this can happen.
We would recommend you seek independent legal advice if you are in doubt.
I bought a car on finance yesterday 13 august i drove it home and it dosent feel right its an Automatic and its feels it doesnt have the power hoing up hills.
Whats my rights if i want to return it today and choose another type of car.
Hi Jennie,
We would recommend that you go back to the dealership where you purchased the vehicle to discuss this with them. However, if you feel that there is a mechanical fault then absolutely they will need to look at it. If it’s just the driving style that you are not happy with then it will make things more difficult and you will need to look at the small print on your Finance Agreement for clarification of your rights.
Hi. I applied for finance on Saturday 24th August and am waiting for a response still. I’ve changed my mind about this vehicle and would like to continue to looking around. Am I able to cancel this entirely?
Hi Lala,
Thank you for your comment.
In theory, you could cancel the application. However, it depends on whether you have signed any other paperwork, including a contract. If you would like to speak with one of our vehicle experts, please contact Amanda on 01903 223391.
I just bought a certified car at a dealership and I signed the papers and such, but I have not yet paid any down payment. After I came home with the car, I was going over the documents and I realized that the certified car was supposed to have 7 years/ 100k miles warranty, but the paper work only show 6k miles warranty on it. I am going to go back to the dealership and return the car since they lied about the power terrain warranty. Since it’s within that 14 days of contract agreement time frame, I can go ahead and cancel the contract and return the vehicle without any penalties, correct?
Hi Abi,
Thank you for your comment. Though we are unable to comment accurately on your situation as we do not have all the detail. If you have the 7 year/100k mile warranty in writing from the dealership then we would recommend you contact the dealership. They have the opportunity to rectify the issue. We would recommend you read the Finance Agreement and other paperwork carefully and contact the Finance House and Dealership.
If you do return your vehicle and are looking for a new one, please contact Amanda on 01903 223391 and she will be able to pass you to one of our vehicle experts.
Hi I’ve by a car on 03 09 ….and today frommdifeent reason I’ve change my mind can I just return the car an cancel my finance an recover my advance
Hi Andrei,
Thank you for your comment. We have more information available on this topic on the following post Do I have a cooling off period before receiving my vehicle? As we are not aware of the complete situation (whether you have taken delivery of the vehicle, whether you purchased online or at a dealership etc) we don’t feel able to offer you advice specific to your situation. However, we would recommend you carefully read the smallprint in your Finance Agreement. We would recommend that you speak with an independent legal advisory service (like the Citizen’s Advice Bureau).
Hi, yesterday my new leased BMW got delivered and its an old spec model. Before it was ordered, BMW confirmed it would be the new spec. The lease company are Alphabet, but I assume BMW are at fault here. Should BMW rectify this as they gave me incorrect information and the wrong spec car?
Hi Jonathan,
Thank you for your comment regarding your recent delivery of a BMW. The specification of the car you were to receive should be on the order form. We would recommend you refer back to this to check the specification you ordered. Do you have anything in writing confirming the specification. If you do then you should go back to the dealer. We would suggest you go back to the dealer with your concerns.
Dear OSV.LTD Team,
Today I have accepted and signed an order for a leased car and paid £200 fee (processing fee).
If I change my mind within the next couple of days and cancel the order – will I get the £200 back without extra penalties? I am a regulated customer (private individual).
Thank you and looking forward to your reply.
Kind regards,
Andrew
Hi Andrew,
Thank you for your question.
If you’ve placed a deposit on a vehicle at a distance, either online or over the phone, you are entitled to cancel your order within 14 days and receive a full refund of your deposit, regardless of your reasons or any money the retailer has spent.
However, if you placed a deposit at the retailer’s premises, you may not be able to receive a full refund, and you’ll need to check the terms and conditions that you signed.
We hope that this helps.
Hi I purchased a Lexus UX 250h 10 days ago and have suffered power outage on 2 occasions. Am I able to return this vehicle under the 14 day rule and the credit agreement?
Hi Deborah.
Thank you for your question. We are not a legal advisory service.
As you can see, according to the CRA 2015 (Consumer Rights Act), you have:
1. Short term right to reject – The consumer can reject the vehicle and receive a full refund if a fault exists, or any of the expectations have not been met within 30-days from the later of:
– The transfer of ownership (or possession, if hired or under a purchase or lease agreement) as stated in the agreement
– Delivery of the vehicle
– Notification of installation
2. Repair or replacement – If there is a fault within the first 6-months the consumer can demand that the trader repairs or replaces the vehicle. The trader has “one shot” at repairing the vehicle, this must be actioned “at no cost to the consumer, within a reasonable time and without causing the consumer significant inconvenience”.
3. Rejection or price reduction – If the repair is not successful or another fault appears the consumer can reject the vehicle and receive a refund. The trader is allowed to make a deduction for use of the vehicle, the calculation of which must be consistent for all customers. Alternatively, the consumer can keep the vehicle but the trader must apply an “appropriate” price reduction agreed to by the consumer.
However, we would recommend you contact the Broker and request (in writing) an outline of the fault that has been found in the first instance.
My sister ordered a new Nissan Juke in November, under a lease agreement having been given a trade in price of £13000 for her 3 year old lease car. It was due in January but has just arrived. The price for the trade in has been reduced by £1200, and the costs of the new car are higher than she expected. She accepted delivery of the car today. she cant find anything in writing re the previous agreements. Is she committed to the contracts?
Hi Stella, thank you for your query. We would advise getting in contact with the dealership that you ordered the vehicle from and ask for clarification on this matter.