Distance Selling
Cancellation under the Distance Selling Regulations
Usually we do not run an organised distance selling scheme.
However, due to the coronavirus outbreak we need to support our valued customers with alternative methods to purchase a vehicle.
If you have ordered and taken delivery of your vehicle either without visiting our showroom or through Click and Collect and you are not buying the car in the course of your trade or business, the following cancellation clause applies:
- Our returns policy includes 100 miles of driving. The option to return the car ends after you have driven it for more than 100 miles.
- We cannot accept a return of the car if it has been damaged, modified or altered from the condition it was delivered in.
- If the vehicle is faulty or does not match the specification, you will not have to pay to return the vehicle. If you're returning the car because you don't like it, return charges may apply.
- If you do change your mind, you cannot use the car once you have notified us - but you must still tax and insure the vehicle.
- Hilton Car Supermarket accept no liability for charges incurred in the event of cancellation, including but not limited to; insurance fees, tax charges or fuel costs and will be unable to reimburse you for these charges.
This cancellation (change of mind) clause does not affect any separate rights given to you in The Consumer Rights Act 2015 or the Sale of Goods Act 1979 (as amended).
Should you have any queries or concerns with these conditions, please don't hesitate to speak to your sales representative.
Test driving a car eligibility
For insurance purposes, to take a car for a test drive you must be at least 21 years old and have held a valid driving licence for over a year.
Purchasing and collecting a vehicle terms & condition
The collections procedure is subject to completion of the pre-delivery inspection and any repairs that may arise from it. A confirmation email or text will be sent as soon as the vehicle is ready for collection. If there's likely to be a delay, you will be contacted as soon as possible. Please allow one hour to collect your car.
Valid UK / EU Driving Licence including photo section OR Valid Passport AND 2 proofs of present address dated within the past 3 months are required for identification on every collection. (Bank Statement, Council Tax or Utility bills, excluding mobile phone).
Payment methods
UK Debit cards and direct transfer.
Please note: unfortunately, we cannot accept Building Society Cheques or credit card payments made towards the purchase of your car.
External Finance
If you use an external finance company to pay for your car, there will be an external finance admin fee of £649 to cover administration costs. You will be able to add the external finance admin fee to the price of the car.
Deposits
The minimum required to secure a car is a £500 deposit, this is non-refundable, non-transferable and is subject to statutory rights.
Trade sales
As our prices are genuinely low we often sell to traders and other dealerships. To ensure our best car prices are available to the public we charge traders an additional £695 to buy directly from Hilton Car Supermarket.
Apply for finance terms & conditions
Finance is provided, subject to status. To apply you must be at least 18 years old and a UK resident. A guarantor may be required. Security may be required by way of a bill of sale.
Credit is only available on cars supplied by us.
Telephone calls may be monitored or recorded for security and quality control. Information is available in large print, audio and Braille on request please call for details.
Use of Your Information
If you make an application, your details will be held on computer and used in a credit scoring or other automated decision-making process when assessing your application. Hilton Car Supermarket work with several Credit Providers who provide vehicle finance. We will pass your application to more than one Credit Provider (if it is not initially accepted) to give the best chance of securing finance. This may result in multiple credit searches. If you provide false or inaccurate information, we will record this. We and other organisations may then use and search these records to check your identity, to prevent fraud and money laundering. You can ask for details about the Credit Reference and Fraud Prevention Agencies from whom and with whom we share this information. Please call us on 01908 88 88 00. You have a legal right to these records.
For the purposes of this application, you may be treated as financially linked and your application will be assessed with reference to any "associated" records.
If you are a joint applicant or if you have told us of some other financial association with another person, you must be sure that you are entitled to:
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Disclose information about your joint applicant and anyone referred to by you.
Authorise us to search, link or record information at credit reference agencies about you and anyone referred to by you.
An "association" between joint applicants, and between you and anyone you tell us is your financial partner, will be created at credit reference agencies. This will link your financial records, each of which will be considered in all future applications by either or both of you. This will continue until one of you successfully files a disassociation at credit reference agencies.
You authorise us to make all enquiries necessary to verify this information to enable us to consider this application. If you apply for insurance your information will be passed to the administrators and the insurers for underwriting, processing claims handling and fraud prevention.
For further information on the companies with whom your information may be shared please contact us. You may be contacted by mail, telephone, fax, email, automated calling systems or other reasonable method with details of products or services offered by one of the above. If you do not want your details to be used for marketing, please call us on 01908 88 88 00. Under the terms of the Data Protection Act you have the right to obtain a copy of the information held about you.
Whose products do we offer?
We can introduce you to carefully selected lenders including Mann Island, Oodle, Blue motor Finance or Evolution Funding, who may pay us for introducing you. We offer Hire Purchase and Personal Contract Purchase to fund car buying and Personal Loans to fund additional products.
Which service will we provide you with?
We will advise and make a recommendation for you after we have assessed your needs and eligibility for MBI contracts.
We are not an Independent Financial Advisor and are unable to provide independent financial advice.
What will you have to pay us for this service?
No fee for introducing you to a Finance provider.
Complaint and Feedback Procedure
We are committed to providing a high standard of service to you and all our customers. Occasionally we may not live up to our expectations and if this happens, we would like to hear from you. This will allow us to put matters right and make improvements. We value your feedback and thank you for helping us treat all our valued customers fairly.
In the first instance, please share your complaint in person with our staff as they are usually best placed to resolve the concern.
If your concern remains unresolved, contact our Customer Service Manager using the contacts below. The Customer Service Department is open Monday to Friday 9:00am - 5:00pm.
Email: [email protected]
Phone: 01908 88 88 00
Address: Hilton Car Supermarket, Auckland Park, Bletchley, Milton Keynes MK1 1BU
Hilton Car Supermarket Deduction Policy
In the unlikely event of Hilton Car Supermarket accepting the return of your vehicle for a refund. We will require the vehicle to be returned in the same condition as when it was purchased.
We will also exercise our right to deduct a reasonable sum of money having taken in to account the usage of the vehicle and any failure to keep it in good repair and condition.
This will include but not limited to our right to charge the consumer 1 pound per mile for each mile covered since the date of sale, along with the cost of any estimate for repairs required to any damage to the vehicles interior and exterior that was caused whilst the vehicle was in your possession.
Finance and Insurance Complaints
We will promptly acknowledge all Finance and Insurance complaints. You will be given details of who is dealing with your complaint and how to contact them. We will do our best to resolve the concern immediately with as little inconvenience to you as possible and to keep you informed during the process. At any stage you may contact the person handling your complaint and discuss the next steps.
We will keep you informed of the progress being made towards complaint resolution throughout our investigation. Within 8 weeks we will give our Final Response or a further progress report on the investigation.
Appeals
After receiving our Final Response, and you do not accept the outcome, or if your Finance or Insurance complaint has not been resolved within 8 weeks then you may appeal to the Financial Ombudsman Service. This was set up by the Financial Services Authority to review unresolved Finance and Insurance complaints.
The Financial Ombudsman Service
South Quay Plaza, Exchange Tower, London, E14 9SR. Tel. 0800 023 4 567 or 0300 1239 123