Terms and Conditions of Sale

Last updated: 1st August 2026

1. Who we are

These terms and conditions apply to purchases made through www.comandonline.co.uk (the Website).

The Website is operated by Comand (Europe) Ltd, a company registered in England and Wales under company number 06914906, whose registered office is at Unique Car Sound and Security, 58 Guildford Road, Lightwater, Surrey, GU18 5SD (we, us or our).

You can contact us by email at sales@comandonline.co.uk, by telephone on 01276 451579, or by post at the address above.

2. Scope of these terms

These terms govern the online sale and supply of physical goods and, where offered, digital content purchased through the Website.

These terms do not cover installation, vehicle coding, programming, diagnostics, workshop labour, remote coding, technical services or any other services. Any such services are subject to separate terms agreed when those services are booked or supplied.

Nothing on the Website constitutes an agreement by us to install, code, programme or diagnose any product unless we expressly agree this under a separate contract.

3. Consumer and business customers

A consumer is an individual acting wholly or mainly outside their trade, business, craft or profession. A business customer is anyone purchasing wholly or mainly for business purposes.

Some clauses apply only to consumers or only to business customers. Where no distinction is stated, the clause applies to both.

4. Information about our products

We take reasonable care to ensure that descriptions, photographs, specifications, prices and compatibility information are accurate. Images are illustrative and colours, labels, packaging or minor product details may differ from those shown.

Vehicle equipment can vary by model, model year, production date, market, factory specification, previous modification and software level. A product described as suitable for a vehicle model may still require additional parts, wiring, coding, programming, configuration or specialist installation.

You must check the product description and provide complete and accurate vehicle information before ordering. Where requested, this may include the vehicle identification number (VIN), registration number, model, model year, build date, existing equipment and details of any previous modifications.

Advice based on information supplied by you is only as accurate as that information. We are not responsible for incompatibility caused by incomplete, inaccurate or misleading information supplied by you or by undisclosed modifications or faults.

5. Ordering and formation of the contract

Your order is an offer to buy the products listed in it. After you place an order, we may send an acknowledgement confirming that we have received it. An acknowledgement is not acceptance of your order.

A binding contract is formed only when we send an order acceptance or dispatch confirmation, or when we dispatch the product, whichever happens first.

If we cannot accept an order, we will tell you and refund any payment received. Reasons may include stock unavailability, an error in price or description, inability to verify payment or delivery details, suspected fraud, export restrictions, or an order quantity suggesting resale where we have not agreed trade supply.

Please check your order before submitting it. Contact us promptly if you believe an order acknowledgement contains an error.

6. Prices, VAT and payment

Prices are shown in pounds sterling and include UK VAT where the Website states that VAT is included. Delivery charges and any other applicable charges are shown before you place the order.

We take reasonable care to ensure prices are correct. If an obvious pricing error is discovered before acceptance, we may reject the order and refund any payment. We will not be required to supply a product at an obviously incorrect price where the error could reasonably have been recognised.

Payment must be made using a payment method offered at checkout. We may carry out payment, identity and fraud-prevention checks before accepting an order.

7. UK delivery

Available delivery methods, charges and estimated times are shown at checkout. Delivery dates are estimates unless we expressly agree a fixed date.

For consumers, unless otherwise agreed, we will deliver without undue delay and normally within 30 days after the contract is formed. Your statutory remedies for late delivery are not affected.

Delivery is complete when the product is delivered to the address you gave us, to a person identified by you, or to a safe place or neighbour specifically authorised by you. You are responsible for ensuring that the delivery address is complete and accurate.

If a parcel is returned because the address was incorrect, delivery was refused, or it was not collected after reasonable delivery attempts, we may charge the reasonable cost of redelivery. Consumer cancellation and refund rights remain unaffected.

8. International delivery

We may deliver to selected countries shown at checkout. International delivery dates are estimates and customs procedures may cause delay.

Unless the checkout expressly states otherwise, you are responsible for import duties, import VAT, customs clearance fees and other charges imposed in the destination country. You must comply with all applicable import, export and local-use laws.

We may refuse or cancel an order where a product cannot lawfully or reasonably be exported, imported, delivered or supported in the destination country.

9. Risk and ownership

If you are a consumer, risk passes to you when the product is delivered to you or to a person you identify to receive it. If you independently appoint a carrier not offered by us, risk passes when the product is handed to that carrier.

If you are a business customer, risk passes when the product is delivered to the delivery address or collected by you or your carrier.

Ownership does not pass until we have received payment in full for the product and all sums due in connection with it.

10. Checking deliveries

Please inspect the package and products promptly after delivery and tell us as soon as reasonably possible if anything is missing, damaged or incorrect. Photographs of the packaging and product may help us investigate a delivery claim.

A request to report transit damage within a particular period does not remove or reduce a consumer's statutory rights.

11. Consumer right to cancel

If you are a consumer buying at a distance, you will usually have the right to cancel the contract without giving a reason.

For a contract for a single product, the cancellation period ends 14 days after the day on which you, or a person nominated by you other than the carrier, receives the product. For multiple products delivered separately, it ends 14 days after receipt of the last product, lot or piece.

You may cancel from the date the contract is formed. To cancel, you must make a clear statement to us before the cancellation period expires. You may email sales@comandonline.co.uk, write to us, or use the model cancellation form at the end of these terms. You do not have to use the form.

12. Returning products after cancellation

If you cancel, you must return the products without undue delay and no later than 14 days after telling us that you are cancelling. Please contact us for the current returns address and include sufficient information to identify your order.

Unless the product is faulty, not as described, or we agree otherwise, you must pay the direct cost of returning it. You are responsible for ensuring it is packaged safely.

You may inspect a product as you could reasonably inspect it in a shop. We may reduce the refund to reflect any reduction in value caused by handling beyond what is necessary to establish the product's nature, characteristics and functioning.

For electronic and vehicle components, unnecessary handling may include fitting, powering, coding, programming, altering, damaging seals where opening is not reasonably required for inspection, removing protective films, cutting wiring, marking mounting points, or pairing a product to a vehicle or account in a way that prevents resale. This does not affect your rights where the product is faulty or not as described.

13. Refunds following consumer cancellation

We will refund the price paid and the cost of our least expensive standard delivery method. We do not have to refund any additional amount paid for an enhanced or express delivery option.

We may withhold the refund until we receive the returned product or you provide evidence that it has been sent back, whichever is earlier.

We will make the refund without undue delay and no later than 14 days after the relevant event described above, using the same payment method unless you expressly agree otherwise. We will not charge a refund fee.

14. Products for which the cancellation right may not apply

The statutory right to cancel does not apply, or may cease to apply, in circumstances specified by law. These include:

• goods made to your specifications or clearly personalised;
• sealed computer software or sealed audio or video recordings after the seal has been broken;
• sealed goods not suitable for return for health protection or hygiene reasons once unsealed;
• goods which, after delivery, become inseparably mixed with other items; and
• digital content not supplied on a tangible medium once supply has begun, where you expressly consented to immediate supply and acknowledged that you would lose the right to cancel.

A product is not automatically exempt merely because we ordered it specially from a supplier or do not normally keep it in stock. A non-stock or special-order product remains subject to consumer cancellation rights unless a specific statutory exception applies, for example because it was genuinely made to your specifications or clearly personalised.

Any statement that an item is “special order” or “non-returnable” does not affect rights relating to faulty, misdescribed or otherwise non-conforming products.

15. Digital content, software and licence keys

Digital content may include software, firmware, maps, downloads, activation codes, licence keys or other electronically supplied content.

Where you ask us to supply digital content during the 14-day cancellation period, checkout will ask for your express consent to immediate supply and your acknowledgement that the right to cancel will be lost once supply begins. We will provide confirmation of that agreement.

Digital content may also be subject to the licence terms of its manufacturer or publisher. You must not copy, transfer, resell, reverse engineer or use it other than as permitted by those terms and applicable law.

Some licences or activation codes are restricted to a particular VIN, hardware unit, user account, region or period. You are responsible for supplying accurate information before issue. This does not limit your statutory rights if digital content is faulty, not as described or not supplied with reasonable care and skill where that requirement applies.

16. Faulty, damaged or misdescribed products

We are under a legal duty to supply products that conform to the contract. Consumer products must be of satisfactory quality, fit for any purpose made known to us where the law applies, and match their description.

If you are a consumer and a product does not conform, you may have statutory rights including a short-term right to reject, repair or replacement, a price reduction, or a final right to reject, depending on the circumstances and timing.

Contact us with your order details and a description of the problem. We may ask for reasonable diagnostic information, photographs, fault codes or return of the product for inspection. We will pay reasonable return costs where the product is confirmed or reasonably believed to be faulty, damaged on delivery, misdescribed or incorrectly supplied.

We may reject a claim where inspection shows that the problem was caused after delivery by misuse, accidental damage, unauthorised modification, incorrect installation, incompatible equipment or another matter for which we are not responsible. This does not affect statutory rights.

17. Installation responsibility

Products must be installed, connected, coded and used in accordance with applicable instructions, safety requirements and vehicle-manufacturer procedures. Where specialist knowledge or equipment is required, installation should be carried out by a suitably qualified and competent person.

Unless we separately agree to provide a service, we do not install, code, programme or diagnose products sold through the Website, and we are not responsible for the acts or omissions of any installer or other third party.

You are responsible for selecting an installer and for any contract with that installer. The fact that we supply a product, answer a compatibility question or identify a type of installer does not make that installer our agent or subcontractor.

18. Pre-existing vehicle faults and conditions

Vehicle electronics often interact with existing wiring, control units, batteries, charging systems, data networks, software and aftermarket equipment. A product may expose or be prevented from working by a fault or condition already present in the vehicle.

Subject to your statutory rights in relation to the product we supplied, we are not responsible for loss, damage, malfunction, diagnostic time or other cost caused by or attributable to:

• pre-existing electrical, electronic, mechanical, software or wiring faults;
• weak, defective, discharged or incorrectly specified batteries or charging-system faults;
• water ingress, corrosion, damaged connectors, damaged fibre-optic or data wiring, or previous repairs;
• aftermarket equipment, previous retrofits, non-standard coding or modifications;
• missing, incompatible or defective vehicle components;
• manufacturer or third-party software updates, coding changes or security restrictions;
• incorrect installation, connection, coding, programming, configuration or diagnosis by you or a third party; or
• a failure to follow instructions or accepted professional procedures.

This clause does not allow us to avoid responsibility where the product supplied by us was itself faulty, unsafe, not as described or otherwise in breach of your legal rights.

19. Removal, refitting and diagnostic costs

Unless required by law, agreed by us in writing, or caused by our breach of contract, the purchase price does not include the cost of diagnosis, installation, coding, removal, refitting, vehicle recovery, travel, hire vehicles or loss of vehicle use.

Consumers may still recover losses that are a foreseeable result of our breach and which cannot lawfully be excluded. You must take reasonable steps to minimise avoidable loss.

20. Manufacturer warranties and vehicle warranties

Any manufacturer's warranty supplied with a product is additional to, and does not replace, a consumer's statutory rights against us.

Installation or use of retrofit or aftermarket equipment may affect a vehicle manufacturer's warranty, software support, service plan or lease terms. You should check the relevant terms before purchase or installation. We do not promise that a vehicle manufacturer, warranty provider, finance company or insurer will approve any modification.

21. Product safety and recalls

You must follow safety notices and instructions supplied with a product. Stop using a product and contact us if you reasonably believe it is unsafe.

We may contact you about a safety update, corrective action or recall. You should keep your contact details current and cooperate with reasonable safety instructions.

22. Our responsibility to consumers

We are responsible for losses you suffer that are a foreseeable result of our breach of contract or failure to use reasonable care and skill, but not for losses that were not foreseeable when the contract was made.

We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory rights relating to products, or defective products under applicable product-liability law.

We supply products to consumers for private use. If you use a consumer purchase for commercial, business or resale purposes, we are not liable for business losses including loss of profit, revenue, contracts, opportunity, goodwill or business interruption.

23. Our responsibility to business customers

This clause applies only to business customers. Nothing excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of title, or any liability that cannot lawfully be excluded.

Subject to the previous paragraph, we will not be liable for loss of profit, sales, revenue, business, anticipated savings, data, goodwill, business opportunity, vehicle use, or any indirect or consequential loss.

Subject to the first paragraph of this clause, our total liability arising out of or in connection with an order will not exceed 100% of the price paid for the product giving rise to the claim.

All terms implied by sections 13 to 15 of the Sale of Goods Act 1979 are excluded to the fullest extent permitted by law for business customers.

24. Events outside our reasonable control

We are not responsible for delay or failure caused by an event outside our reasonable control. We will take reasonable steps to minimise delay and will contact you where practicable.

If there is a substantial delay, consumers may have a right to end the contract and receive a refund for products not received. Your statutory rights are unaffected.

25. Personal information

We process personal information in accordance with our Privacy Policy and Cookie Policy published on the Website.

We may use information supplied with an order for payment processing, fraud prevention, delivery, customer support, warranty administration, legal compliance and product-safety communications.

26. Intellectual property

All intellectual-property rights in the Website and its content belong to us or our licensors. You may use the Website for personal shopping and may print or save order records for your own use. You must not reproduce or commercially exploit Website content without permission.

Product names, trademarks and logos belonging to vehicle manufacturers or other third parties remain the property of their respective owners. Their use identifies compatibility or origin and does not necessarily imply endorsement.

27. Complaints and dispute resolution

Please contact us first so that we can try to resolve any complaint. Email sales@comandonline.co.uk, telephone 01276 474900, or write to Comand (Europe) Ltd, Unique Car Sound and Security, 58 Guildford Road, Lightwater, Surrey, GU18 5SD.

We will provide information about any alternative dispute resolution body that we are legally required or have agreed to use. We are not obliged to use a particular ADR provider unless we state otherwise.

28. Other important terms

We may transfer our rights and obligations under a contract to another organisation, but this will not affect your rights. You may transfer your rights only with our written agreement, except that a consumer may transfer the benefit of a product warranty where the law or warranty terms permit.

The contract is between you and us. No other person has a right to enforce it, except where legislation provides otherwise.

If a court finds part of these terms unlawful, the remaining parts will continue in effect.

If we delay enforcing a right, we may still enforce it later.

29. Governing law and courts

If you are a consumer, these terms are governed by English law, but you retain any mandatory protections of the country of the United Kingdom in which you live. You may bring proceedings in the courts of England and Wales or, if you live in Scotland or Northern Ireland, in the courts of the part of the United Kingdom where you live.

If you are a business customer, these terms and any non-contractual dispute are governed by English law and the courts of England and Wales have exclusive jurisdiction.

30. Changes to these terms

We may update these terms from time to time. The terms applying to an order are those made available to you when the order was placed. Please save or print a copy with your order records.

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Model cancellation form

Complete and return this form only if you wish to cancel the contract.

To: Comand (Europe) Ltd, Unique Car Sound and Security, 58 Guildford Road, Lightwater, Surrey, GU18 5SD. Email: sales@comandonline.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods / supply of the following digital content:

____________________________________________________________

Ordered on / received on: ____________________________________

Name of consumer(s): ________________________________________

Address of consumer(s): ______________________________________

____________________________________________________________

Signature of consumer(s) (only if this form is notified on paper):

____________________________________________________________

Date: _______________________________________________________