Frequently asked questions & help

If you require assistance in relation to services or product information, please read our frequently asked questions below. However, if you are unable to find the answer to your question please contact Tiltrak Customer Services. Below we have listed many commonly asked questions presented by customers when contacting Tiltrak Customer Services. Please click on the arrow tabs to reveal the answers relating to a particular question. Please note if you urgently require information we recommend calling the Tiltrak Customer Services team on 01925 394 434
I have not received my delivery what should I do?

If you have not received your MarketPlace order please recommend you contact the Seller directly via the email message system. You should have also received an email delivery despatch confirmation containing the couriers details and the consignment number reference. By visiting the couriers website you should be to view an update with the progress of the delivery with the consignment number reference. If you have not received a satisfactory response after 24 hours from the seller with regards to your delivery please contact Tiltrak Customer Services.

I have received the items however they are damaged?

Any items that are damaged must be reported to the seller immediately ideally within the first 24 hours of receiving the delivery. They will then conduct an investigation into the cause of the damage by liaising with the courier. It’s the sellers responsibility to provide a reply within 24 hours after receiving the complaint. If you are unhappy with their decision you can submit an appeal to Tiltrak Customer Services who will independently reinvestigate the matter and provide a non bias judgement.

The items are not as per described in the product listing?

If you feel the received item does not resemble the product listing description please contact the seller direct to report the dissatisfaction. Please note if you are unhappy with the response please contact Tiltrak Customer Services who will independently reinvestigate the matter and provide a non bias judgement.

The clothing item does not fit how can I return them?

Any clothing or unwanted items must be returned directly to the MarketPlace seller. You may need to contact them beforehand to request their delivery address. You will also need to check the sellers item listing returns policy this could be up to 14 days from receipt of the goods in some cases. If the item is faulty or not fit for purpose it maybe deemed reasonably fair for the seller to pay the return delivery fee. All MarketPlace sellers operate with different policies including terms and conditions, please contact them direct to arrange your item return. Please note if the item has been custom made to your requirements and not faulty the seller may not accept returns.

Will I be covered by the MarketPlace 30 day guarantee?

All purchases within the MarketPlace are covered by the 30 day guarantee provided they are not a custom made item that will be exempt unless not fit for purpose or damaged. We hold all payments made to sellers when purchasing items for 30 days to ensure you are protected and happy with the goods received.

How do I make a complaint

If you are unhappy with the goods or service received from a MarketPlace Seller including a private individual or business listing a horse, pony, vehicle or property for sale please contact them direct to report your complaint. If you are unhappy with their decision you can submit an appeal to Tiltrak Customer Services Team who will independently re-investigate the matter and provide a non bias judgement.

How long will the delivery take?

This is dependent on the sellers courier service. You can find details on the item listing page underneath the product description. Please also note the service provided is also based on coverage in many remote areas including off shore islands the delivery time will be usually longer due to limited access in the region.

Can I change my order?

Once your order has been placed and payment received with a confirmation email it is not possible to change or amend your order. You will need to contact the seller immediately to cancel the order and await their response. On receipt of their order cancellation confirmation you can then repurchase the products with the additional items/revised quantities. Please note with custom made product orders it may not be possible to cancel the order if customisation has already begun.

Has my order been despatched?

Once your order has been despatched by the MarketPlace Seller you should receive a confirmation email containing the details of the designated courier along with a tracking reference number for the consignment. If you have not received the email confirmation message please contact the seller direct for an update.

How can I get a refund?

If you require a refund for an item you must return the goods directly to the MarketPlace seller within the agreed period. Please view their returns policy shown underneath their product listing description. If the product has been custom made to your specification it may not be possible to receive a refund. Even if the purchase was over 30 days you are still entitled to refund if the product is damaged deemed faulty or not fit for purpose. When a refund request is disputed by the MarketPlace seller you have the right to an appeal by contacting Tiltrak Customer Services who will independently reinvestigate the matter and provide a non bias judgement. You may also find this information useful shown on the Government website ‘Accepting returns and giving refunds: the law’

Will I have to sign for the delivery?
With all couriers operating within the UK it’s usually standard practice that they will require a signature from the recipient for proof of delivery. However dependent on the selected MarketPlace Sellers courier company they maybe able to leave the parcel with a neighbour or in a secret location on your property like a porch for example. If you won’t be available to sign for the parcel due to being at work or on holiday please contact the seller to notify them of any special arrangements. We recommend providing this information quickly before the order is despatched so any additional information can be communicated to their courier.
How can I report a seller?
If you have any complaints or disputes we recommend you contact the MarketPlace seller to try and resolve the situation. However if you are unhappy with the response or lack of communication from the Seller in resolving the problem. Please the EquusBook Customer Services Team who will independently reinvestigate the matter and provide a non bias judgement. To start the process please complete and submit our form. On receipt of the information you will be assigned a case reference number and dedicated member of the customer support team will liaise directly with the reported seller to resolve the situation on your behalf.
Are purchases covered by distance selling regulations?
Products purchased via the MarketPlace maybe covered by distance selling rules. Please read the official government legal requirements and regulations Read the feature here Accepting returns and giving refunds: the law Please note you are not entitled to a refund for the following reasons: You knew an item was faulty when you bought it. You damaged an item by trying to repair it yourself or getting someone else to do it (though you may still have the right to a repair, replacement or partial refund). You no longer want an item (e.g. because it’s the wrong size or colour) unless you bought it without seeing the garment.
Can I return bespoke tailored orders for a refund?
It’s unlikely tailored items that been customised can be returned to the seller for a refund. However please contact the seller with details for the reason you are seeking a refund to check. However if the customised goods received are not fit for purpose, faulty or damaged you should be entitled to a refund legally.
The event or new information shown is incorrect?
Please note Tiltrak accept no responsibility for any incorrect information displayed relating to events, news, information, product listings or advert listing. However if you notice any incorrect information please get in touch and we will endeavour to rectify the problem quickly. All information and content shown on this website has been submitted by 3rd parties and Tiltrak accept no responsibility legally or financially. The reviews are the subjective opinion of a Tiltrak website visitor, Marketplace Seller, private individual or non connected company and not of Tiltrak.
How can I contact Tiltrak
You are able to submit a message with Tiltrak Customer Services or alternatively please call: 01925 394 434. For reference our address details are: Tiltrak Automotive Marketplace part of V Factor Ltd Citibase, The Genesis Centre Garrett Field Warrington Cheshire United Kingdom WA3 7BH
I am unable to check out or place an order
If you are experiencing technical difficulties with the Tiltrak Marketplace website and are unable to check out or place an order. Please contact our Technical Support Team via the email enquiry form who will contact you and provide assistance.
Are you a DINITROL stockist?
This is correct we stock the DINITROL range including corrosion protection products. The DINITROL product range includes DINITROL 4941 underbody rustproofing treatment, DINITROL ML cavity wax and DINITROL RC900 rust converter.
Do you deliver within the EU?
Unfortunately, we are only able to deliver products within England, Scotland, Wales and Northern Ireland.
Do you have product technical data sheets?
We are able to send product technical data sheets (TDS documents) upon request. The PDF documents contain important product information and application instructions.
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