FAQ

PRE SALE QUESTIONS:

Q: Can I come and view & test your vehicles?

A: We are predominantly an online retailer offering free Nationwide delivery and full inspection reports and videos for your satisfaction and ease. However, in the case where you feel the need, we can offer the face to face approach if you prefer. At our distribution centre in Oakhanger, Hampshire (Postcode GU35 9JU) we have hundreds of vehicles to inspect and drive.

Q: Can I view the vehicles at any of your collection points?

A: Unfortunately not, collection points are strictly for collection of your new vehicle only. We have many collection points around the country

Q: I am quite a long way from you, can you help with that?

A: We totally understand, many customers had the same initial concern. We'll do everything possible to ensure that, whether you visit us or order online, you will have total transparency over the entire journey. Also, don't forget about your money-back guarantee if there's something not quite right.

Q: Do you deliver anywhere in the UK?

A: Yes, we cover the entire UK mainland.

Q: When do I have to pay for the vehicle?

A: Full payment is required prior to booking delivery. We serve you with full HD videos, service history, technical reports and HPI certificates to ensure you have everything you need to make a totally informed decision. 

Q: What if the vehicle is not as described when it's delivered?

A: Then we've got it wrong. You have the absolute right to exercise your day money-back guarantee and get a full refund

Q: How does the money-back guarantee work?

A: If you're not satisfied and the vehicle does not meet your expectations then you are able to exercise your money-back promise and we will refund your entire amount. Please bear in mind a 30 mile restriction applies. This is considered to be a fair reasonable mileage to test the vehicle thoroughly

Q: If I exercise my money-back guarantee, how does the return policy work?

A: At the point of delivery if there is a fault or we have misrepresented the vehicle and you no longer wish to have it, we’ll take it away and refund you the entire amount. 

Q: Can I Part-exchange my current car?

A: Yes, the process is fast and simple. You can do this at one of our test drive centres in person or online and over the phone with a member of our team. You’ll need to supply us with clear photos or a video of your car along with supporting information and we’ll arrange a price. And if agreeable, we arrange a swap over on the day you have your new vehicle.

Q: How quickly can I get my vehicle?

A: Our vehicles are usually full prepared and ready to go, so we do our best to ensure delivery is within 2-5 working days. If you need it sooner, please discuss it with a member of our team.

Q: Do you buy vehicles?

A: We certainly do. We'll buy most vehicles as long as it's been owned by you longer than three months

Q: Can you settle my existing finance agreement.

A: Yes, if you decide to part exchange or sell us your vehicle, we can most certainly settle any outstanding finance. Please note, we will require an official valid settlement letter.

Q: Is the online reservation deposit of £149 refundable?

A: Yes, the £149 deposit is refundable and allows you to secure a vehicle for up to 48 hours while you or we sort and arrange the final details.

Q: Can I pay by Card / Credit Card?

A: Yes, we do accept both debit and credit cards for balances up to £500. Balances greater than £500 we expect to be settled via bank transfer.

AFTER SALE QUESTIONS:

Q: How do I register my AA cover

A: As part of our warranty package, every qualifying TMC vehicle sold comes with 12 months AA cover. To register it, upon delivery or collection you are provided an AA card that comes with a QR code. Simply scan this code and follow the steps to get set up.

Q: My vehicle has been delivered and there's a problem with it

A: We do our utmost to ensure transparency with our full HD walk around videos, reports and detailed inspections, but it always possible we might have missed something. In the rare case of that happening we're here to help. Firstly, let us know the problem and if it's something easy to rectify we'll get it done straight away. If that's not possible, we may suggest a financial contribution to cover that issue. Failing those two possible scenarios, you are of course entitled to your money back, although, we would hope to explored the previous two options first.

Q: What happens if I have a fault with my vehicle early into ownership?

A: Don't worry, we've got you covered. Call our Warranty Hotline on 01522 513833 and we'll get you booked in right away to solve the problem with zero cost in as little time as possible. Please do not arrange to get the work done yourself as this will invalidate your warranty.

Q: What happens in event of a breakdown?

A: TMC have provided you with complimentary AA cover for your first 12 months of ownership. Call the AA on 03330 046 046, they'll have your vehicle details on file and will be able to assist you immediately. Additionally, after the AA have assisted you and if you are still inside your warranty period, contact Crystal Clear Warranties on 01522 513833 to cover possible repairs.

Q: Does the AA cover, include home start?

A: No, sadly not. However, you can upgrade your AA cover for a discounted preferential rate as a customer of TMC.

Q: How can I find a local repairer?

A: TMC have teamed up with Crystal Clear Warranties and Onelink in order to provide a network of over 5000 Approved trusted repairers nationwide. Contact Crystal Clear on 01522 513833 to find an approved repairer near you. Do not appoint any repairer without discussing this with Crystal Clear first or this could invalidate your warranty.