Returns and refunds
Last updated 17 October 2026
To start a return, email support@carpvantage.co.uk with your order number and, if you can, your Cube ID (on your Cube's Support page). Please contact us first - don't send a Cube back without hearing from us.
Changed your mind about your Cube
- You can cancel within 14 days of the day your Cube is delivered, without giving a reason. Just tell us by email.
- Then post the Cube back to us within 14 days of telling us, with its cable and cards, in its box.
- We refund the price you paid, including standard delivery, within 14 days of receiving the Cube back (or proof that you've posted it), to the card you paid with.
- It's fine to set the Cube up and try it, the way you would in a shop. If it comes back damaged or with parts missing, we may reduce the refund to cover that.
- You pay the cost of posting the Cube back to us when you've changed your mind. We recommend a tracked service, as the Cube is your responsibility until it reaches us. We'll send you the returns address when you contact us.
Cancelling a renewal
- You can cancel a renewal within 14 days of buying it for a full refund. Email us and we'll take the renewal off your Cube and refund you within 14 days.
- After 14 days, renewals aren't refundable, except where we can't provide the service (see below) or your Cube is faulty.
Faulty Cube
- Within 30 days of delivery: you can reject it for a full refund, or choose a replacement. We cover any return postage for faulty Cubes.
- Within 12 months: our guarantee covers faults - we'll replace it, or refund you if we can't.
- After that, your legal rights still apply (see our terms, section 9).
- Often we can fix a problem remotely, so please contact us first. If a replacement is needed, we'll usually send it straight away - and we may ask you to recycle the faulty Cube rather than post it back.
- If your Cube is faulty, any service you've lost is added back to your new Cube.
Damaged or missing delivery
If your Cube arrives damaged, email us a photo as soon as possible, ideally within 7 days, and we'll send a replacement. If it hasn't arrived within 30 days of ordering, we'll replace it or refund you.
If we can't provide the service
If the service stops working for your Cube and we can't fix it, we'll refund the part of your service you haven't had. Refunds for unused service are worked out at £1.25 for each month, or part of a month, still to run.
Recycling an old Cube
Please don't put a Cube in household waste. See recycling for free options, including sending it back to us.