Terms & Conditions
These terms explain our voluntary warranty, software transfer and testing services, communication arrangements, and vehicle collection and storage charges.
In these terms, “we”, “us” and “our” refer to Horison Ltd t/a Volvo Diagnostic.
Business address: Unit 19, Thurrock Park Way, Tilbury RM18 7HG
Email: contact@volvodiagnostic.com
Telephone: 01708 208836 (technical enquiries, order updates and quotations are handled by email)
This warranty is in addition to, and does not affect, your statutory rights. Nothing in these terms excludes or limits any rights or remedies that cannot lawfully be excluded or limited. The voluntary warranty exclusions below do not remove your rights in relation to faulty goods, digital content or services.
Lifetime Limited Warranty
Geographical coverage: This voluntary warranty applies worldwide, subject to the eligibility requirements, conditions and exclusions set out below.
This warranty applies to products and repair services expressly described as carrying a lifetime warranty at the time of purchase, whether purchased directly from us or through an authorised Volvo Diagnostic reseller or distributor. We warrant that covered products and repair work will be free from defects in materials and workmanship under normal use and service, subject to the terms below.
Warranty duration: The lifetime warranty lasts for as long as the original purchaser owns the vehicle for which the product was originally supplied.
The lifetime warranty applies to eligible orders placed on or after 1 April 2016. Earlier orders were supplied with a two-year warranty.
Sale of the vehicle
If the original purchaser sells the vehicle, the lifetime element of the warranty ends. The new owner receives only the remainder, if any, of a two-year warranty period measured from the original purchase date of the product or repair service. This period does not restart when the vehicle is sold.
For example, if the vehicle is sold one year after the original purchase, one year of warranty cover remains. If it is sold three years after the original purchase, no cover remains under this voluntary warranty. The product must remain with the vehicle for which it was originally supplied.
Making a warranty claim
- Email us within 60 days of discovering the fault, describing the problem and including your order number, if available.
- Provide dated proof of purchase, such as a receipt, invoice or other evidence identifying the purchase.
- Contact us for return instructions before sending the unit. We may need to inspect or test it before deciding whether the claim is covered.
For claims under this voluntary warranty, you are responsible for delivery costs both to us for inspection and back to you afterwards, whether the claim is accepted or declined, except where we are legally responsible for those costs. We will confirm the return delivery charge before dispatch.
If your claim is covered, we will repair or replace the defective unit at our discretion, without charging for the covered repair or replacement. Where you are exercising statutory rights, the remedies available under the applicable law take precedence.
The 60-day reporting condition applies only to this voluntary warranty and does not limit your statutory rights.
Warranty conditions and exclusions
The product must remain fitted to the vehicle for which it was originally supplied and must be installed, used and handled in accordance with the instructions supplied.
This voluntary warranty does not cover:
- Damage caused by accident, misuse, abuse or negligence.
- Damage caused by incorrect installation, modifications or faults in other parts of the vehicle.
- Products used for off-road driving, racing or competition.
- Damage caused by water ingress, recurring water ingress or external electrical faults, including overloads from connected modules.
- Products that have been altered or used outside their intended design or application.
- Labour or materials for removing or refitting the unit, loss of time or earnings, towing, or storage charges.
- Software transfer services, bulbs, and items explicitly identified before purchase as being sold without this additional voluntary warranty.
You may remove bulbs before sending a unit to us. Exclusion from this voluntary warranty does not remove any applicable statutory rights, including those relating to discounted goods.
A promotional discount does not, by itself, exclude an otherwise eligible item from this voluntary warranty.
Pre-programmed Units and Returns
Where a unit is genuinely made to your specifications or clearly personalised, the statutory change-of-mind cancellation right may not apply. We will explain any applicable exception before you order. Programming a unit does not, by itself, mean that all return or cancellation rights are excluded.
By authorising work, the customer requests that it begins immediately and acknowledges that the right to cancel is lost once the service has been fully performed.
This does not affect your rights if a unit is faulty, incorrectly supplied or not as described. Contact us by email if there is a problem with your order.
Software Transfer Services and Conversions
A software transfer service covers the agreed software transfer work only. It does not include a hardware repair or a hardware warranty. This does not exclude responsibility for damage we cause or affect your statutory rights.
Software transfer and testing: This service transfers software to a customer-supplied second-hand replacement unit. We cannot fully verify the outcome without the unit being fitted and tested in the vehicle. The replacement unit may have pre-existing hardware faults, and the transfer does not guarantee that it will resolve the vehicle’s underlying fault. These limitations do not exclude our responsibility to carry out the agreed service with reasonable care and skill or affect your statutory rights.
The original unit might not be returned. Please ensure you understand and agree to this arrangement before authorising the service.
Cancellation and refund rights depend on the service or digital content supplied, when work begins, and any consent or acknowledgement required by law. We will explain the applicable terms before accepting your order and obtain any required consent before starting work during a cancellation period.
We do not exclude refunds or other remedies simply because a service involves software. Your statutory rights remain unaffected if the service or digital content is faulty or does not meet the agreed requirements.
Conversions and configuration changes: Market conversions, configuration changes, software updates and upgrades are configured to the individual vehicle and are non-refundable once work has started, except where required by law.
Testing Fees and Exchange Deposits
Testing fee
If a unit submitted for a paid repair service is found to be beyond repair, a testing and handling fee of £30 including VAT applies, provided the fee was disclosed and agreed before testing began. This covers the technician’s assessment time, handling the unit and administering its return.
Where you have paid in advance for the repair, we will deduct the agreed testing fee from that payment and refund the remaining balance. The fee will not be deducted where doing so would reduce a refund or remedy you are entitled to by law.
Once the agreed testing and handling service has been carried out, the £30 fee is non-refundable, including where you decide not to proceed with a repair. This does not remove any cancellation or refund rights that apply by law.
Return postage is not included in the £30 testing and handling fee and is charged separately. We will confirm the return postage charge before dispatch. This does not affect any obligation we have by law to cover return costs.
Exchange-unit deposit
For an exchange purchase, the “core” is the original unit you return to us in exchange for the replacement unit. Any deposit and the conditions for its refund will be explained before you place your order.
You must return the original unit within 14 working days of receiving the replacement unit, unless otherwise agreed with us in writing.
If inspection shows that the returned core is beyond repair, the deposit is non-refundable where this condition was disclosed and agreed before purchase and is permitted by law. We will explain the assessment outcome and the reason for retaining the deposit.
Where inspection confirms that the returned core meets the agreed refund conditions, we will refund the deposit within 7 working days of completing the inspection.
Where a service requires it, we may supply a pre-configured unit in place of the customer's original unit.
Communication Policy
To ensure accurate support and maintain a clear record of your enquiry, please submit all technical enquiries, order update requests, quotation requests and warranty claims by email to contact@volvodiagnostic.com.
We do not provide technical advice, order updates, quotations, consultations or recommendations by telephone. Please include your order number, where available, and a description of your enquiry so that the appropriate team member can respond.
Vehicle collection notifications may be sent by email, text message or telephone. This is an exception to the email-only support arrangements above.
This support arrangement does not restrict any method of giving notice or exercising a right that the law permits.
Vehicle Collection and Storage Charges
We may notify you by email, text message or telephone that your vehicle is ready for collection. Once we notify you, you have at least 24 hours to collect it. The collection deadline is 5:30 pm on the first working day on which the full 24-hour period has elapsed by that time, unless we have agreed an alternative arrangement with you in writing.
For example, if we notify you at 2 pm on Monday, you may collect your vehicle until 5:30 pm on Tuesday. Storage charges begin after 5:30 pm on Tuesday if the vehicle has not been collected, provided Tuesday is a working day.
Each daily charging period runs from 5:30 pm on one day to 5:30 pm the following day. A full daily charge of £30 including VAT applies once a chargeable period begins; partial periods are not charged proportionately. Collection is not available on weekends, bank holidays or other days when we are closed.
The collection requirement applies when:
- Authorised work has been completed.
- Diagnostic work has been completed and you decline further repairs.
- You instruct us not to proceed with recommended repairs and we notify you that the vehicle is ready for collection.
If the collection deadline would fall on a day when we are closed, it moves to 5:30 pm on the next working day, and storage charges begin after that time. Once storage charges have started, they continue to accrue every day, including weekends and bank holidays, until the vehicle is physically removed from our premises, subject to any alternative arrangement agreed in writing.
Please contact us before the collection deadline if you need an alternative arrangement. Any exception must be agreed with us in writing.