Returns & Refunds Policy
At Oil Warehouse (a trading name of R5 Lubricants Limited), we want you to be satisfied with your purchase. We understand that occasionally you may need to return an item, and this policy explains how returns, cancellations, refunds and damaged or faulty products are handled.
This policy does not affect your statutory rights.
1. Cancelling an Online Order
If you are a consumer purchasing from us online, you normally have the right to change your mind and cancel your order within 14 days of receiving your goods, subject to any applicable exclusions.
You do not need to provide a reason for cancelling your order.
To exercise your right to cancel, please contact us within 14 days of receiving your order and provide:
- Your name;
- Your order number;
- Details of the product(s) you wish to return; and
- Confirmation that you wish to cancel and return the product(s).
Once you have notified us, the goods should be returned to us within 14 days.
Please contact our customer service team before sending any products back so that we can provide the appropriate return instructions.
2. Condition of Returned Products
Unless a product is faulty, damaged or incorrectly supplied, returned products should be:
- Unused;
- In a resalable condition;
- In their original packaging where reasonably possible;
- Securely sealed; and
- Complete with any accessories, documentation or other items originally supplied.
You may inspect a product in the same way that you reasonably could in a shop. However, we reserve the right to make an appropriate deduction from your refund if the value of the product has been reduced as a result of unnecessary handling, use, damage or contamination.
3. Opened Oil and Fluid Products
Due to the nature of the products we sell, additional care must be taken when returning oils, lubricants, fluids, chemicals and similar products.
Unless a product is faulty, damaged or incorrectly supplied, we may be unable to accept products for return where the container has been opened, used, tampered with or is no longer securely sealed, where applicable law permits us to refuse the return.
This is particularly important where opening or using a product means that we cannot safely verify its contents, condition or suitability for resale.
Nothing in this section limits your statutory rights where a product is faulty, damaged, not as described or otherwise does not conform to your contract with us.
4. Return Delivery Costs
If you are returning an unwanted product because you have changed your mind, you will normally be responsible for the cost of returning the goods to us, unless we have agreed otherwise.
Products must be packaged appropriately and transported in accordance with any applicable requirements relating to oils, liquids, chemicals or hazardous materials.
Some products may not be suitable for return through standard postal or courier services. Please contact us before arranging a return so that we can advise you of the appropriate method.
If a product is faulty, damaged on arrival, incorrectly supplied or not as described, we will arrange or reimburse reasonable return costs where required.
5. Refunds
Once your return has been received and, where appropriate, inspected, we will process any refund due to you.
Where you exercise your statutory right to cancel an online order, we will refund the price paid for the returned goods together with the cost of our standard delivery service, where required by law.
If you selected a more expensive delivery option than our standard delivery service, any additional delivery charge is not normally refundable.
Refunds will normally be made using the same payment method used for the original purchase unless otherwise agreed.
We may withhold the refund until we have received the goods back or you have supplied evidence that the goods have been returned, whichever occurs first.
Refunds will be processed within the applicable statutory timeframe.
6. Faulty, Damaged or Incorrect Products
Please inspect your order as soon as reasonably possible after delivery.
If your product arrives:
- Damaged;
- Leaking;
- Faulty;
- Incorrect;
- Incomplete; or
- Significantly different from its description,
please contact us as soon as possible.
Where possible, please provide your order number and photographs showing the product, packaging and any damage or leakage. This will help us investigate and resolve the issue quickly.
Depending on the circumstances and your statutory rights, we may offer a refund, replacement or other appropriate remedy.
If a container is leaking or appears unsafe, please do not use the product. Store it safely and contact us for instructions.
7. Faulty Goods and Your Statutory Rights
Products supplied by Oil Warehouse must be of satisfactory quality, fit for purpose and as described, as required by applicable consumer law.
For qualifying faulty goods, consumers may have a short-term right to reject the product and receive a refund within 30 days, as well as rights to repair, replacement, price reduction or refund in other circumstances.
These statutory rights are separate from, and are not restricted by, our returns policy.
8. Products That Cannot Normally Be Returned
Subject to your statutory rights, we may be unable to accept certain products for change-of-mind returns, including:
- Products that have been used;
- Products that have been mixed with another substance;
- Containers that have been opened or tampered with where a legal exemption applies;
- Products that have been contaminated after delivery;
- Bespoke, specially manufactured or personalised products where the statutory cancellation exemption applies;
- Products that deteriorate or expire rapidly where the statutory cancellation exemption applies; and
- Any other products that are exempt from cancellation rights under applicable law.
Faulty, damaged, incorrectly supplied or misdescribed products are dealt with separately and your statutory rights remain unaffected.
9. Refused and Undeliverable Deliveries
If an order is returned to us because delivery was refused, an incorrect or incomplete address was supplied, or the carrier was unable to complete delivery after reasonable attempts, we may deduct reasonable delivery and return costs from any refund where legally permitted.
This does not apply where delivery is refused because the goods are visibly damaged or where you otherwise have a legal right to reject them.
10. Business Customers
The statutory consumer cancellation rights described in this policy generally apply to consumers rather than customers purchasing wholly or mainly for business purposes.
Returns from business customers may therefore be subject to our separate business terms and conditions and must normally be agreed with us in advance.
Nothing in this policy affects any rights or remedies available to a business customer under the applicable contract or law.
11. How to Arrange a Return
Please do not send products back without contacting us first, particularly oils, liquids, chemicals or other products that may be subject to carrier restrictions.
To arrange a return, contact:
Oil Warehouse (a trading name of R5 Lubricants Limited)
Email: info@oilwarehouse.co.uk
Telephone: 0113 532 3355
Returns Address: Unit 4 Carrwood Road Industrial Estate, Sheepbridge, Chesterfield, S41 9RH
Please include your order number when contacting us.
Oil Warehouse is a trading name of R5 Lubricants Limited, company number 15231980. Registered address: Unit 1 Ripley Road Business Park, Bradford, West Yorkshire, BD4 7EX.
We will provide return instructions and, where necessary, advise you of any special packaging or transportation requirements.
12. Your Legal Rights
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or replace any rights you have under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Where there is any conflict between this policy and your statutory rights, your statutory rights will apply.
Last updated: 14th August 2026