DISTANCE SALES & CANCELLATION
Last updated: September 2026
1. ABOUT THIS POLICY
This Distance Sales & Cancellation Policy explains the arrangements that may apply when a consumer purchases a vehicle from Silesia Automotive / Car Garage Crewe without the customer and dealer being physically present together when the contract is concluded.
It should be read together with our Vehicle Sales Terms and any order form, invoice, reservation confirmation or other information supplied in connection with the sale.
Consumer cancellation rights depend on how and where the contract is concluded. A vehicle being advertised online or discussed by telephone does not necessarily mean that the final contract is a distance contract.
2. WHAT IS A DISTANCE SALE?
A distance sale may arise where a consumer contract is concluded without the simultaneous physical presence of the customer and the dealer and distance communication is used up to the point at which the contract is concluded.
Examples of distance communication may include:
- Telephone
- Website communication
- Live chat
- Video call
- Electronic documents
Whether a particular transaction legally qualifies as a distance contract depends on the circumstances of that sale.
3. VIEWING A VEHICLE ONLINE
Silesia Automotive offers live video vehicle viewings to help customers inspect vehicles remotely.
During a live viewing, customers may ask us to show:
- Exterior bodywork
- Interior condition
- Wheels and tyres
- Dashboard and controls
- Boot and storage areas
- Engine bay
- Specific marks or areas of interest
- Other reasonable details requested by the customer
Customers are encouraged to ask questions and request additional photographs or video before deciding whether to purchase.
4. INFORMATION PROVIDED BEFORE PURCHASE
Where distance selling rules apply, relevant information should be provided to the customer before the contract is concluded.
Depending on the transaction, this may include:
- Our business name and contact details
- Our geographical address
- A description of the vehicle
- The total vehicle price
- Any applicable additional charges
- Payment arrangements
- Delivery or collection arrangements
- Delivery charges where applicable
- Cancellation rights where applicable
- Return arrangements
- Any applicable direct return costs
- Reservation or deposit conditions
- Information about complaints
5. CONTRACT CONFIRMATION
Where required, confirmation of a distance contract and the relevant contractual information will be provided on paper, by email or in another form that the customer can save and retain for future reference.
Customers should keep copies of order forms, invoices, emails and other documentation relating to the purchase.
6. THE 14-DAY CANCELLATION PERIOD
Where the statutory distance selling right to cancel applies, a consumer can normally notify us that they wish to cancel within 14 days after the vehicle has been delivered into their physical possession, or into the possession of a person nominated by them to receive it.
The customer does not normally need to provide a reason for exercising this statutory cancellation right.
The applicable cancellation period begins following delivery.
Notify us clearly that you wish to cancel.
The vehicle must then be returned or collected in accordance with the applicable arrangements.
7. HOW TO CANCEL
If the statutory cancellation right applies and you wish to exercise it, you must provide us with a clear statement that you are cancelling the contract.
You can contact us using the details at the end of this policy.
You may use the model cancellation form provided below, but you are not required to use that form provided your communication clearly identifies the contract and states that you wish to cancel.
8. RETURNING THE VEHICLE
A vehicle cannot normally be returned by ordinary post. Return arrangements must therefore be agreed with us.
Depending on the terms provided before the sale, the vehicle may need to:
- Be returned to our premises
- Be collected by us
- Be collected by an agreed vehicle transport provider
Where the customer is responsible for returning the vehicle, the vehicle should normally be returned without undue delay and no later than 14 days after the customer communicates their decision to cancel, where the statutory rules require this.
9. COST OF RETURNING THE VEHICLE
The party responsible for the direct cost of returning a vehicle will be identified in the information provided for the relevant distance sale.
Where the customer is to bear the direct cost of returning a vehicle, the applicable cost or an appropriate estimate will be provided before the contract is concluded where required by law.
We will not rely on an undisclosed return charge where the law requires that cost information to have been provided before the contract was concluded.
10. CONDITION OF A RETURNED VEHICLE
A customer may inspect the vehicle to establish its nature, characteristics and functioning.
If the vehicle has been handled or used beyond what is reasonably necessary for that purpose and its value has genuinely been reduced as a result, the law may allow an appropriate deduction from the refund for that diminished value.
Any deduction should reflect the actual reduction in value and will not be imposed merely as an arbitrary cancellation fee.
11. ADDITIONAL MILEAGE
The mileage of the vehicle at delivery may be recorded.
Driving the vehicle substantially beyond what is reasonably necessary to inspect and evaluate it may contribute to a reduction in the vehicle's value.
Where a lawful deduction for diminished value is appropriate, the circumstances of the individual vehicle and the actual reduction in value will be considered.
We do not use this policy to create an automatic penalty simply because a cancellation right has been exercised.
12. DAMAGE AFTER DELIVERY
Customers should take reasonable care of the vehicle while it is in their possession.
Damage, modification, misuse or other treatment that reduces the vehicle's value may be relevant when determining any lawful diminished-value deduction.
This does not affect a customer's rights where an issue existed at the time of delivery or where the vehicle fails to conform to the contract.
13. REFUNDS
Where a statutory distance-sale cancellation is valid, we will provide any refund due in accordance with the applicable legal requirements.
Where the customer is responsible for returning the vehicle, we may be entitled to wait until:
- The vehicle has been returned to us; or
- Evidence of its return has been provided, where applicable
Refunds will normally be made using the same payment method used for the original transaction unless another method is expressly agreed.
14. DELIVERY CHARGES
Where the law requires delivery charges to be refunded following cancellation, the refund is generally limited to the cost of the standard delivery option.
Additional cost resulting from a customer choosing a more expensive delivery method than the standard option may not be refundable where permitted by law.
15. RESERVATION PAYMENTS & DEPOSITS
A reservation payment and a completed vehicle purchase are not necessarily the same transaction.
The purpose of any reservation payment, its duration and the circumstances in which it can be refunded or retained will be explained before payment is accepted.
We will not rely on unfair terms that automatically require a consumer to lose an excessive payment regardless of the circumstances.
16. PART EXCHANGE
If the cancelled transaction involved a part-exchange vehicle, additional arrangements may be required to reverse or otherwise resolve the part-exchange transaction.
Those arrangements will depend on whether ownership of the part-exchange vehicle has transferred, whether it remains available and any related finance settlement.
Customers should contact us immediately when cancelling a distance sale involving part exchange.
17. FINANCE AGREEMENTS
A finance agreement may be a separate regulated agreement with its own cancellation, withdrawal and termination rules.
Cancellation of a vehicle sale should not be assumed to automatically operate in exactly the same way as withdrawal from a finance agreement.
Where finance has been used, the customer should follow the instructions provided by the relevant finance provider and contact us promptly.
18. STATUTORY RIGHTS FOR FAULTY VEHICLES
Distance cancellation rights are separate from the statutory rights that apply where a vehicle is faulty, not as described or otherwise does not conform to the contract.
The expiry of a distance-sale cancellation period does not remove any separate consumer remedies that may exist under applicable consumer law.
Please see our Vehicle Sales Terms for further information.
19. PURCHASES COMPLETED AT OUR PREMISES
If the final vehicle purchase contract is concluded at our premises after the customer has visited us, the statutory distance-selling cancellation right may not apply.
In an ordinary in-person purchase, there is generally no automatic statutory right to return a satisfactory vehicle simply because the customer has changed their mind.
This does not affect statutory rights where the vehicle is faulty, not as described or otherwise fails to conform to the contract.
20. CLICK & COLLECT / REMOTE RESERVATION
Paying a reservation amount online or communicating about a vehicle remotely does not automatically determine whether the final purchase is a distance contract.
The legal position depends on how and when the actual contract for purchase is concluded.
21. HOME DELIVERY
Where home delivery has been agreed, the delivery address, charge and expected arrangements will be confirmed before delivery.
Customers should inspect the vehicle when it arrives and notify us promptly of any obvious issue or discrepancy.
Reporting an issue promptly can make investigation easier, but does not remove statutory rights that otherwise exist.
22. FAILURE TO PROVIDE CANCELLATION INFORMATION
Where we are legally required to provide information about the statutory right to cancel, we will aim to provide that information before the distance contract is concluded.
Consumer law can extend the cancellation period where the required cancellation information has not been provided.
23. BUSINESS CUSTOMERS
The statutory consumer cancellation rights described in this policy generally apply to individuals acting for purposes wholly or mainly outside their trade, business, craft or profession.
A vehicle bought wholly or mainly for business purposes may therefore be subject to different rules.
24. CANCELLATION CONFIRMATION
Where you notify us electronically that you wish to cancel and the law requires confirmation, we will aim to acknowledge receipt using an appropriate durable method such as email.
25. MODEL CANCELLATION FORM
If you wish to cancel a qualifying distance contract, you may copy and use the form below. Use of this exact form is optional.
To: Silesia Automotive / Car Garage Crewe
10 Derby St
Crewe CW1 3ER
United Kingdom
Email: hello@cargaragecrewe.co.uk
I hereby give notice that I wish to cancel my contract for the purchase of the vehicle identified above.
26. COMPLAINTS
If you believe a cancellation or refund has not been handled correctly, please contact us so that we can investigate.
Further details are available in our Complaints Procedure once published.
27. CHANGES TO THIS POLICY
We may update this policy to reflect changes to our sales processes or applicable legal requirements.
The terms and statutory information provided in connection with a particular vehicle sale should also be retained by the customer.
28. CONTACT US
To exercise a cancellation right or ask a question about a distance vehicle purchase, please contact us.