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Ordering and Payment

How do I place an order?
Can I place a telephone order?
Can I cancel or change my order?
How can I pay?

What currency can I pay with?
What is 3D secure?
Why does my payment keep being declined?
Will I be charged customs and import tax?
Do you have any shops?
Is my order in stock?
I require more information about a specific product
Can I reserve a product and pay later?

Shipping and Returns

Where is my order?
What products are available for international delivery?
UK Delivery
          Shipping times
          Shipping rates
          Lost packages
          Damaged packages
          Delivery notifications
          Do you deliver to the whole of the UK?
          What happens if I am not home?
          Can I specify a delivery time?
International Delivery
          Shipping times
          Shipping rates
          Lost packages
          Damaged packages
          Delivery notifications
          Customs clearance
          How can I place an order for international delivery?
          Do all products qualify for international delivery?
          Where are you based and where are orders shipped from?
          What countries do you ship to?
          My country is not listed on your checkout page, why?
What happens if I enter an incorrect or incomplete delivery address?
How is my order going to be shipped?
How can I track my order?
How do I return a product?
What if my order is incorrect or faulty?
When will I receive my refund?
Can I send a product back for an exchange?

Product Information

How can I search for a product?
Do you offer a repair service?
Do you offer fitting advice?
Warranty of parts

My Account

How can I create an account with Reactive Parts?
I am unable to log into my account
How can I change my details?
Where can I see my order history?
How can I close my account?

Our VAT Policy

Do prices on the website include VAT?
I live in the Channel Islands can I claim the VAT back?

 

Ordering and Payment

 

How do I place an order?

You can place orders with Reactive Parts online at ReactiveParts.com or over the phone +44 (0)203 603 0125, we do not have a physical shop. You can pay online with a debit or credit card, PayPal, or you can apply for finance if you are in the UK (subject to status). We are unable to take PayPal payments over the phone.

Can I place a telephone order?

Yes! If you prefer to talk to our customer services team or have any technical questions then call us on 0844 414 5412 / Outside UK +44 203 603 0125. Our website has been designed to offer you maximum security when ordering online and offers the added option of paying with PayPal – which cannot be used over the phone.

Can I cancel or change my order?

We always aim to offer a very fast delivery time, so once your order is placed it is sent immediately to the warehouse. If you contact us before we have shipped then yes we can amend your order, if we have already shipped your order then you will need to return for a refund or replacement (See returns/exchange). So our advice – contact us immediately if you need to make a change!

The UK Distance Selling Regulations advise you have 14 working days to cancel the contract for your order with us and we will issue you with a full refund.  Here at Reactive Parts we offer the additional flexibility of a 28 day returns policy. The 28 days start from the day after you receive your order. We need written confirmation of cancellation from you, so you'll need to raise a returns request in the ‘My Account’ section of our website. If you have already received your order, you will need to pay the cost of returning the order to us using a secure and signed for service and we cannot be held responsible for items that get lost in transit as this is the responsibility of the sender. The items must be in their original condition and will be inspected once we have received them.

How can I pay?

We accept the following methods of payment:

  • MasterCard
  • Visa
  • Visa Electron
  • Delta
  • Switch/Solo
  • Maestro
  • PayPal (Website orders only)
  • Finance (UK Only / subject to status)

 

What currency can I pay with?

Prices of our products can be displayed in GBP Pounds Sterling , Euros, US Dollar, Russian Rubles, Norwegian, Swedish or Danish Kroner and Australian Dollars. To view prices in your local currency please click on the currency icon displayed in the top right corner on our homepage.

Please note that after you have placed your order, you will be charged in Pounds Sterling as the currency selector is purely indicative.

What is 3D secure?

At Reactive Parts we invest time and effort into ensuring the highest levels of security possible on all orders placed with debit and credit cards.

To support our high levels of fraud screening, we have implemented Verified by Visa and Mastercard Secure Code to provide added security, making shopping online as safe as possible.

Verified by Visa and Mastercard Secure Code is a level of security which gives you enhanced protection. It allows you to create your own password, personal to you only, for use as an extra security measure each time you use your payment card online.

Why does my payment keep being declined?

This can happen for a variety of reasons; in the first instance we always recommend you contact your bank or card provider for further details.

Will I be charged customs and import tax?

Please be advised that for countries outside the EU, as well as the Canary Islands, there may be taxes, fees or other charges that you will be expected to pay. We recommend that you check with your local customs office before placing an order these charges vary from country to country. We do not have any control over these charges and do not hold current duty rates on file.

If these local import and custom charges are refused or not paid by you, then the item could be returned to Reactive Parts or destroyed. If your order is not returned to us in these circumstances, we may not be able to refund you for your order. We would not be able to refund any original postage costs paid and can only refund for the returned products minus any costs incurred in returning them to Reactive Parts.

Do you have any shops?

No, the only way to place an order with Reactive Parts is online at ReactiveParts.com or over the phone +44 (0) 203 603 0125.

Is my order in stock?

We carry a stock of over £2m and are constantly monitoring our best selling items to ensure fast delivery as much as possible. In the unlikely event that your order is out of stock, the lead times are usually no longer than 7 working days.

I require more information about a specific product

If you need to ask a question about any of our products or you are not clear on what parts you should order, our customer service is always here to help. Email info@ReactiveParts.com or call +44(0)203 603 0125.

Can I reserve a product and pay later?

Unfortunately not. We do not accept any pre orders. All orders need to be paid for to confirm the order.

 

Shipping and Returns

 

Where is my order?

If your order has been dispatched and not reached you within the estimated delivery period, it could be due to one of the following reasons which will be detailed in the couriers tracking data:

*The carrier has experienced a delay in which case your tracking information should display any delays and a new delivery date.

*The delivery company has tried to deliver and has left you a calling card.

*Your parcel has been left with a neighbour.

*Your parcel has been left in a safe place.

*Delays due to local postal volumes or adverse weather conditions.

*Orders going outside of the EU may encounter customs delays.

If none of these apply, please check with the carrier or your local sorting office as they might be able to locate your parcel and provide you with further information. You can find your tracking details on an email we sent you, or within the ‘My Account’ section of our website under order history.

If you still cannot find your parcel, our customer service team is here to help.

What products are available for international delivery?

Almost all our products can be shipped overseas. In case we are unable to ship a specific product overseas, a message to this effect will be put under the product description. This might be due to carrier or certain brands restrictions.

 

UK Delivery

We aim to process all orders as quickly as possible.  Stock items will be despatched within 1-2* working days and you will receive a shipping email with tracking details to let you know your order is on its way.  Non stock or special order items take around 7-10 working days. 
*These timescales may vary at very busy times and will make every effort to keep you informed in the unlikely event of a delay.

Shipping Times
UK Mainland - Next working day
UK Highlands, Islands & Southern Ireland - 2 working days

Shipping Rates
Rates vary depending on the size and value of your order. You can see the final shipping amount at the checkout before committing to purchase, just enter your destination country and postcode/zipcode to calculate this.

Please accurately provide your shipping address to assure delivery. P.O. Box address will not be accepted and we accept no liability for goods lost as a result of poor or incorrect shipping details.

We offer FREE shipping on all UK orders over £35 (excluding Highlands and Islands).  This offer is available online only and cannot be redeemed on telephone orders.


Lost Packages
If your goods have been declared as lost by the courier, a replacement will be dispatched as soon as possible.

Damaged Packages
If your goods arrive damaged, please email  info@ReactiveParts.com with photos showing this damage. It is also vital that you send photos of the internal and external packaging as claims cannot be processed without this evidence. Upon receipt of this, a replacement can be shipped and the damaged part will be collected when delivery is made.

Delivery notifications

Because a signature is required for all deliveries, we've added the convenience of a one-hour delivery window. Just provide us with your mobile telephone number or email and our courier will tell you exactly when your order is being delivered. You can even change the delivery date or get it delivered to a neighbour.

Reactive Parts does not accept responsibility for items being delayed through customs/security checks or adverse weather conditions. There are no refunds on shipping costs unless Reactive Parts is responsible for the error.

Do you deliver to the whole of the UK?

Yes, we deliver to the whole of the UK. However please note that courier services in some areas of Highlands and Islands can take 2 working days.

What happens if I am not at home?

If your order was sent by Royal Mail, they will leave the package at your nearest post office for you to collect. They will leave a calling card to say they have attempted delivery and at which post office your parcel is being held for collection.

If your order was sent by courier, they will leave a calling card if they were unable to deliver. You will then be able to schedule a redelivery, free of charge. Alternatively, you can also reply to the text message you received if you provided your mobile phone number when placing your order.

Can I specify a delivery time?

Orders sent via next working day or 48 hour delivery are usually delivered from 8am to 6pm (however this can be extended until 8pm during busy periods). We are unable to offer you a specific delivery time when an order is submitted but you will receive a text message as well as an email detailing a one hour delivery time slot on the morning of the delivery.

If the time is not convenient, you can use the text or email to change the delivery date or have the parcel left safely with a neighbour.

 

International Delivery

We aim to process all orders as quickly as possible.  Stock items will be despatched within 1-2* working days and you will receive a shipping email with tracking details to let you know your order is on its way.  Non stock or special order items take around 7-10 working days. 
*These timescales may vary at very busy times and will make every effort to keep you informed in the unlikely event of a delay.

Shipping times

Europe - 2-5 working days depending on your Country.
International - 6-10 working days depending on your Country.

Shipping Rates
Rates vary depending on the size and value of your order. You can see the final shipping amount at the checkout before committing to purchase, just enter your destination country to calculate this.

Please accurately provide your shipping address to assure delivery. P.O. Box address will not be accepted and we accept no liability for goods lost as a result of poor or incorrect shipping details.

Lost Packages
If your goods have been declared as lost by the courier, a replacement will be dispatched as soon as possible.

Damaged Packages
If your goods arrive damaged, please email  info@ReactiveParts.com with photos showing this damage. It is also vital that you send photos of the internal and external packaging as claims cannot be processed without this evidence. Upon receipt of this, a replacement can be shipped and the damaged part will be collected when delivery is made.

Delivery notifications

Because a signature is required for all deliveries, you must provide us with your mobile telephone number and email address so our courier can tell you exactly when your order is being delivered.

Customs Clearance
If you are outside the EU, you may be subject to import duties and taxes, which are levied once a shipment reaches your country. Any such charges must be paid by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information.

If these local import and custom charges are refused or not paid by you, then the item could be returned to Reactive Parts or destroyed. If your order is not returned to us, we will not be able to refund you for your order. We would not be able to refund any original postage costs paid and can only refund for the returned products minus any costs incurred in returning them to Reactive Parts.

Reactive Parts does not accept responsibility for items being delayed through customs/security checks or adverse weather conditions. There are no refunds on shipping costs unless Reactive Parts is responsible for the error.

How can I place an order for international delivery?

All international orders can to be placed through our secure website or over the telephone.

Do all products qualify for international delivery?

Almost all of our products can be shipped overseas. In case we are unable to ship a specific product overseas, a message will be displayed on the product page. This may be due to carrier or certain brands restrictions.

Where are you based and where are orders shipped from?

Reactive Parts are a UK based company and all orders are shipped from our UK warehouse.

What countries do you deliver to?

Reactive Parts currently ship to 60 countries. Shipping times vary between 2-7 working days.

My country is not listed on your checkout page. Why?

If you cannot find your country on the checkout page, this means that at present we do not ship there. Please contact our customer services team at info@ReactiveParts.com or +44(0)203 603 0125 to confirm this as we would be more than happy to double check with our courier in case of any change.

What happens if I enter an incorrect or incomplete delivery address?

We are unable to check all delivery addresses so it is your responsibility to ensure that all delivery details are entered correctly. Reactive Parts cannot be held responsible for any carrier delays or failed deliveries that might occur by providing wrong or incomplete details.

How is my order going to be shipped?

Reactive Parts use a variety of carriers including Interlink/DPD, Royal Mail and FedEx. We will choose the most appropriate carrier depending on the weight, value and destination of your order. All orders are sent via a tracked method and will require a signature.

Please note that orders going to Norway and the Canary Islands will be required to provide your PID (Personal Identification Number) for customs purposes. This requirement is outside of our control and if you decide not to provide these details, the delivery will not be completed and your parcel will be returned back to Reactive Parts.

How can I track my order?

Once your order is dispatched from our warehouse, you will receive a dispatch confirmation email with a link to our carrier’s website where you can track your order. You can also find the tracking details for all your orders in the ‘my account’ section of our website.

How do I return a product?

To return a product, there is no need to call or email us, just follow these simple steps:

1. Request a return online:

If you have an account, log into the My Account section of our website and go to 'My Returns'.  Follow the steps to request the return against the order you wish to send back. This will only be available for orders received within 28 days.  If you do not have an acccount, you can still request a return by clicking on request return here, this link can also be found in the footer of this site.

2. Repackage your products

Print off the return note that is emailed to you when you request the return and place it inside the package. Please note that returned products must be unused and have all packaging and tags intact.

If we find the products are returned with wear and tear, crash damage or any signs of use, we reserve the right to refuse the refund and you will have to pay an additional shipping charge to receive the goods back.

For special order items, we reserve the right to charge a 15% restocking fee which will be deducted from your refund.

3. Return via a secure/signed for service

Returns are made at your own cost unless the part you received is faulty or incorrect. We recommend using a tracked and signed for service as we cannot take responsibility for items not arriving back to us. We suggest that you keep any receipts as they will contain your tracking number.

What if my order is incorrect or faulty?

If your order is faulty or incorrect, please email info@ReactiveParts.com to request a collection of your goods, which we will arrange with our courier to collect at a convenient time for you.

Returns are normally processed within 7 working days once the returned products have been received into our warehouse.

Upon inspection of the returned product, Reactive Parts will issue a full refund less the original delivery charge. In the unlikely event that an item is returned to us in an unsuitable condition, Reactive Parts reserves the right not to refund the item and arrange to send the item back to you at your expense.

A refund confirmation email will be sent to you once your return has been processed.

When will I receive my refund?

Please note that refunds can take up to 7 working days to be processed, if you have any questions about a refund, please contact our customer service by phone or email.  If you have paid by PayPal and they have put the refund on hold, this is out of our control and will be released after they have completed their random checks.

Can I send a product back for an exchange?

Yes we can offer an exchange for a different product. You just need to state this on the returns form and this will be processed once we receive this back into our warehouse. If any additional payment is required for the new parts then one of our customer services team will contact you.

A dispatch confirmation email will be sent to you once your exchange has been sent out.

 

Product information

 

How can I search for a product?

We're committed to making it easy for you to find the right product for you. The best ways to find a product is to hover over the drop down lists and browse our categories, or use our ‘Search’ box.

You can enter a product name or you can widen your search by typing more generic words like ‘ZX10’. If you are interested in a specific brand only, you can also enter just the brand name like ‘LighTech.’

Do you offer a repair service?

We do not currently offer a repair service as most of our products are manufactured overseas making it not cost effective to do this.


Do you offer fitting advice?

If you are having trouble fitting any of the kit you purchased from us, please call our customer services department on +44 (0) 203 603 0125 and we will be happy to offer fitting advice over the phone. Alternatively you can email photographs and details of the issue to info@ReactiveParts.com and our technical team will be able to help.

Warranty of Parts

All products purchased from Reactive Parts carry the full manufacturer warranty unless sold as a "no warranty" item. Special circumstance: in the event the manufacturer is no longer in business, Reactive Parts will review your warranty claim and at our discretion help to provide an equitable solution. All warranty claims may only be made by the purchaser on record. Please email our customer service team at info@ReactiveParts.com regarding any warranty questions.

 

My Account

 

How can I create an account with Reactive Parts?

You can create an account by clicking on the LOG IN at the top of our website.

I am unable to log into my account

If you have forgotten your password, you can request to have it reset. We will send you an automated email with instructions on how to reset your password.

How can I change my details?

Please log into your account and then click on ‘My Account’. Here you will be able to edit your billing and delivery addresses, email address, phone numbers and change your password.

Where can I see my order history?

Please log into your account and then click on ‘My Account’. Here you will be able to see all orders that were placed using this account and their status. By clicking on individual order numbers, you will be able to see further order details – order contents, tracking numbers and billing and delivery addresses.

How can I close my account?

If you wish to do this, please contact us at  info@ReactiveParts.com

 

Our VAT policy

 

Do prices on the website include VAT?

Prices on the website default to show VAT excluded. Use the drop down list to view prices including VAT if needed.  You will see the full VAT breakdown in the checkout.

I live in the Channel Islands can I claim the VAT back?

Our prices remain the same irrespective of where you live, with a single global price for each product, inclusive of all relevant VAT charges. If you live outside of the EU, for example, the Channel Islands, then your price will already include the absence of VAT charges.

Can I request a VAT receipt?

VAT invoices are available from within the My Account section of our website.