Refund Policy
Last Updated: June 30, 2025
1. Our Commitment
Performance Emissions Ltd stands behind the quality and performance of our fuel conditioning products. We offer a comprehensive money-back guarantee backed by our £20 million product liability insurance coverage.
Company Details:
Performance Emissions Ltd
Unit 12, Prince Of Wales Industrial Estate, Darren Drive, Abercarn, Gwent, NP11 5AR
Contact: info@performanceemissions.com
2. Money-Back Performance Guarantee
2.1 Guarantee Coverage
We guarantee our products will deliver measurable improvements in:
Fuel Efficiency: Up to 47% improvement in older engines, 10-20% in modern engines
Emissions Reduction: Up to 100% reduction achievable within 5 weeks of consistent use
Engine Performance: DPF cleaning, carbon deposit reduction, smoother operation
Regulatory Compliance: Meeting emission standards as applicable
2.2 Guarantee Period
Testing Period: Minimum 30 days of consistent product use required
Claim Period: Refund requests must be made within 60 days of purchase
Performance Assessment: Based on before/after measurements using standardized testing methods
3. Refund Eligibility
3.1 Qualifying Conditions
Refunds are available when:
Products fail to deliver measurable performance improvements after 30 days of proper use
Products are defective or damaged upon delivery (reported within 7 days)
Products do not meet specified technical standards
Order cancellation within 24 hours of purchase (before dispatch)
3.2 Required Documentation
For performance-based refunds, customers must provide:
Before/After Data: Fuel consumption records, emissions readings, or performance metrics
Usage Records: Documentation of consistent product application
Vehicle Details: Engine specifications, age, and condition
Independent Verification: Third-party testing results may be required for large claims
4. Refund Process
4.1 How to Request a Refund
Contact Us: Email or phone within the claim period
Provide Documentation: Submit required evidence and usage records
Product Return: Return unused portions in original packaging
Assessment: We review your claim within 10 business days
Resolution: Refund processed within 14 days of approval
4.2 Refund Methods
Original Payment Method: Refunds issued to original payment source
Bank Transfer: For business customers or where original method unavailable
Credit Note: For ongoing business relationships (with customer agreement)
5. Refund Amounts
5.1 Full Refunds
Available for:
Product defects or quality issues
Non-delivery or shipping damage
Order cancellations within 24 hours
Complete performance failure after proper testing period
5.2 Partial Refunds
May apply for:
Partial Performance: Where some but not all guaranteed benefits are achieved
Used Products: Prorated based on quantity used during testing period
Restocking: 15% restocking fee for returns due to customer error or change of mind
6. Product Return Requirements
6.1 Return Conditions
Products must be in original packaging where possible
Unused portions must be returned for performance-based refunds
Return shipping costs covered by Performance Emissions for defective products
Customer covers return shipping for change of mind or non-performance claims
6.2 Return Address
Performance Emissions Ltd
Returns Department
Unit 12, Prince Of Wales Industrial Estate
Darren Drive, Abercarn, Gwent, NP11 5AR
7. Exclusions and Limitations
7.1 Non-Refundable Situations
Refunds are not available for:
Improper Use: Products not used according to instructions
Incompatible Applications: Use in unsuitable engines or conditions
External Factors: Poor fuel quality, mechanical issues, or maintenance problems
Expired Claims: Requests made after the 60-day claim period
Insufficient Testing: Less than 30 days of consistent use
7.2 Minimum Order Policy
Bulk Orders: Minimum order of 10 treatments at £3.50 per treatment
Partial Returns: Individual treatments cannot be returned from bulk orders
Commercial Customers: Separate terms may apply for large fleet orders
8. Defective Product Policy
8.1 Quality Defects
Immediate Replacement: For manufacturing defects or quality issues
Full Refund: If replacement is not suitable or available
No Restocking Fee: For genuine defects or quality issues
Expedited Processing: Priority handling for defect-related returns
8.2 Shipping Damage
Report Immediately: Within 48 hours of delivery
Photo Evidence: Images of damaged packaging and products required
Replacement or Refund: Customer choice for damaged goods
Carrier Claims: We handle all shipping damage claims
9. Business Customer Terms
9.1 Fleet Customers
Extended Testing: Up to 90 days for large fleet implementations
Performance Monitoring: Ongoing support during trial periods
Graduated Refunds: Based on fleet size and performance metrics
Contract Terms: Specific refund terms in supply agreements
9.2 Wholesale Partners
Trade Returns: Separate terms for authorized distributors
Stock Rotation: Policies for slow-moving inventory
Marketing Support: Refund protection for promotional activities
10. Dispute Resolution
10.1 Internal Review
First Review: Customer service team assessment
Technical Review: Engineering team evaluation for performance claims
Management Review: Senior management for significant claims
Independent Assessment: Third-party testing for disputed claims
10.2 External Resolution
Mediation: Available for unresolved disputes
Industry Standards: Reference to relevant testing standards
Legal Compliance: All refunds comply with UK consumer protection laws
11. Processing Times
11.1 Standard Timeline
Acknowledgment: Within 24 hours of refund request
Initial Assessment: 5-10 business days
Final Decision: Within 14 days of receiving all documentation
Refund Processing: 7-14 days after approval
11.2 Expedited Processing
Available for:
Defective products
Shipping damage
Order cancellations within 24 hours
12. Contact Information
12.1 Refund Requests
Email: info@performanceemissions.com
Phone: 02920 695195
Hours: Monday-Friday, 9:00 AM - 5:00 PM GMT
12.2 Technical Support
Email: jeff@performanceemissions.com
Response Time: Within 24 hours for technical queries
Performance Consultation: Available for refund assessments
13. Legal Compliance
13.1 Consumer Rights
This policy complies with:
Consumer Rights Act 2015
Consumer Contracts Regulations 2013
Sale of Goods Act 1979
Supply of Goods and Services Act 1982
13.2 Business-to-Business
Commercial Terms: Separate terms for B2B transactions
Contract Law: Governed by English commercial law
Dispute Resolution: As specified in Terms of Service
14. Policy Updates
We may update this refund policy with 30 days' notice. Existing orders are governed by the policy in effect at the time of purchase.
This refund policy demonstrates our confidence in our products and commitment to customer satisfaction. We stand behind every Performance Emissions product with our comprehensive money-back guarantee.