We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@bilsteinsuspensionstore.co.uk.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please note a returns label will not be sent if the return is not our fault. 

If the item is just unwanted or ordered incorrectly there will be a 5% Returns fee on the product the initial delivery will not be refunded. 

You can always contact us for any return question at sales@bilsteinsuspensionstore.co.uk.

New and Unused Returns

We would like to remind you of our updated process for returning new and unused Bilstein products that are no longer required. To ensure timely processing, please review and follow the steps outlined below.

Eligibility

Products may be returned within 14 days of  delivery, provided they are brand new, unused, and in original condition.

Return Process - RETURNS FORM DOWN HERE

1. Pre-Authorization – All returns must be pre-approved by Bilstein Suspension Store (POTN LTD) before being sent.
2. Return Request Form – Complete the attached Return Request Form in full and return a copy to us via email to sales@bilsteinsuspensionstore.co.uk , including a copy of proof of purchase. Once received, we will provide you with a returns reference number.
3. Shipment – Send the goods to us via a tracked courier, ensuring the completed documents and proof of purchase are enclosed within the package and the returns authorization number clearly marked on outside of the package.
4. Please mark for the attention of Returns Department and return to the below address;

Thyssenkrupp Bilstein GmbH

Unit 7 Vitruvius Way

Meridian Park

Leicester

LE19 1WA

1. Upon receipt, all items will be inspected to confirm they are new and unused. Credits are typically processed within 14 working days from the date of receipt.

Packaging and Handling

• Please ensure all returns are securely packaged with appropriate outer protection to prevent damage during transit.
• Returns received without packaging or in damaged Bilstein packaging will be subject to a 10% repacking fee.
• Original and return carriage costs are not credited by Bilstein Suspension Store (POTN LTD).

Important Notes

• B12 kits are excluded from our standard returns policy and are non-returnable and non-refundable.
• Items returned with missing components (e.g., nuts, fitting kits, or accessories) will incur a surcharge equal to the value of the missing parts.
• Any products found to be used, fitted, or installed will be returned to sender with no credit issued.

We appreciate your cooperation in following this process to help us handle your claims quickly and efficiently.

If you have any questions, please don’t hesitate to contact our team at sales@bilsteinsuspensionstore.co.uk

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right please let us know within your 14 days return period, if it is outside of this we will not be able to help.

Exceptions / non-returnable items
Certain types of items cannot be returned, like special order items or custom made products. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Special Order Items

Certain items are classed as Special Order—these are products we order in specifically for the customer and are not held in regular stock. As such, Special Order items are non-returnable and cannot be cancelled once the order has been placed.

This applies to all B12 kits, and may include other products as well. In these cases, we will contact you after your order is placed to confirm that you are aware the item is Special Order and to ensure you are happy to proceed.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@bilsteinsuspensionstore.co.uk.

Please note there is a 5% refund fee on all unwanted or not at fault returns. for more information on this please contact us on sales@bilsteinsuspensionstore.co.uk 

Please note that POTN LTD or Bilstein is not liable for any costs incurred relating to the installation or removal of products. This includes, but is not limited to, garage or mechanic fees, fitting charges, or loss of earnings resulting from incorrect, delayed, or damaged items.

We strongly recommend that customers do not schedule any fitting appointments until all items have been received, inspected, and confirmed to be correct and undamaged.