PWUF Labs - Comprehensive E-commerce Policies 

Terms and Conditions

Product Use Disclaimer

PWUF Labs provides high-quality car detailing products designed for automotive care. All products are intended to be used according to their specific instructions. PWUF Labs is not responsible for any damage resulting from improper use, application, or storage of our products. Customers assume full responsibility for testing products on inconspicuous areas before full application.

Limitation of Liability

To the extent permitted by applicable EU law, PWUF Labs shall not be liable for any direct, indirect, punitive, incidental, special, or consequential damages arising out of, or in any way connected with, the use of our products or services, whether based on contract, tort, strict liability, or otherwise. This includes, without limitation:

  • Damage to vehicle paint, clear coat, glass, interior surfaces, or any other vehicle components

  • Personal injury or harm resulting from product use

  • Property damage of any kind

  • Loss of use or enjoyment of vehicle

This limitation of liability does not affect your statutory rights as a consumer, including your right to receive products that are fit for purpose, as described, and of satisfactory quality.

Product Safety

While our products are formulated to be safe when used as directed, they contain chemicals that may cause irritation upon skin contact or if ingested. Always:

  • Keep products away from children and pets

  • Store in their original containers

  • Follow all safety instructions on product labels

  • Use appropriate protective gear (gloves, eye protection) as recommended

  • Avoid ingestion and prolonged skin contact

  • Wash hands thoroughly after use

All our products comply with EU Regulation (EC) No 1223/2009 on cosmetic products and EU Regulation (EC) No 1272/2008 on classification, labelling and packaging of substances and mixtures where applicable.

Return Policy

Right of Withdrawal (14-Day Cooling-Off Period)

In accordance with EU Directive 2011/83/EU on Consumer Rights, you have the right to withdraw from your purchase without giving any reason within 14 days from the day on which you or a third party indicated by you (other than the carrier) takes physical possession of the goods.

To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (e.g., a letter sent by post or email to support@pwuflabs.com). You may use the model withdrawal form available on our website, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of Withdrawal

If you withdraw from this contract, we shall reimburse all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us).

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

Return Process

  1. Contact customer service at info@pwuflabs.com to inform us of your withdrawal and initiate the return process

  2. In your email, please include your order number and the reason for return

  3. Wait for confirmation and return authorization before shipping

  4. Return the goods without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal

  5. Package returned items securely to prevent damage during transit

  6. Include all original packaging, accessories, and documentation

Return Shipping

  • You will bear the direct cost of returning the goods

  • We recommend using a trackable shipping method

  • PWUF Labs is not responsible for items lost or damaged during return shipping

  • To obtain the return shipping address, please email info@pwuflabs.com to initiate the return process

  • Always include your order number in all return-related communications

Refunds

  • Refunds will be issued to the original payment method

  • We will carry out such reimbursement within 14 days from the day we receive your withdrawal notification

  • Processing time for refunds through financial institutions may take an additional 3-5 business days to appear in your account after we have processed the refund

  • Original standard delivery charges will be refunded; however, if you chose express or premium delivery options, only the equivalent standard delivery cost will be refunded

Exceptions to the Right of Withdrawal

In accordance with EU regulations, the right of withdrawal does not apply to:

  • Sealed goods which are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery

  • Goods made to your specifications or clearly personalized

  • Products that have been damaged due to improper handling

Payment Policy

Payment Methods

We accept the following payment methods:

  • Credit/Debit Cards (Visa, Mastercard, American Express)

  • PayPal

  • Bank Transfer (SEPA)

  • Apple Pay/Google Pay (where available)

Payment Processing

  • Credit/Debit card payments are processed immediately upon order confirmation

  • PayPal payments are processed immediately

  • Bank transfers may take 1-3 business days to clear

  • All payments are processed through secure, PCI-DSS compliant payment processors

Order Processing Timeline

  • Orders are only processed after payment confirmation

  • For credit/debit cards and PayPal, order processing typically begins within 24 hours

  • For bank transfers, order processing begins once the transfer has cleared

  • Order processing may take 1-2 business days before shipping

Currency and Pricing

  • All prices are listed in Euros (€) and include VAT at the applicable rate

  • For orders shipped outside the EU, VAT may be deducted at checkout, but customers are responsible for any import duties or taxes imposed by their country

Secure Transactions

  • All payment information is encrypted using industry-standard SSL technology

  • We do not store complete credit card details on our servers

  • Payment processing is handled by certified third-party payment processors

Shipping Policy

EU Shipping

  • Orders typically process within 1-2 business days after payment confirmation

  • Standard shipping (3-5 business days): €5.99 or free on orders over €99

  • Expedited shipping (1-2 business days): €12.99

  • Shipping times are estimates and not guaranteed

  • Business days do not include weekends or holidays

UK Shipping

  • Standard shipping to the UK (5-7 business days): £6.99 or free on orders over £99

  • Expedited shipping to the UK (2-3 business days): £14.99

  • All UK shipments are sent with a tracked service

  • Please note that since Brexit, additional customs documentation is required

  • UK customers may be required to pay import VAT and customs duties upon delivery

  • These additional fees are collected by the carrier and are not included in our prices

  • PWUF Labs is not responsible for any delays due to customs processing

US Shipping

  • Standard shipping to the US (7-14 business days): $19.99

  • Expedited shipping to the US (5-7 business days): $34.99

  • Free shipping is not available for US orders

  • US customers are responsible for all import duties, taxes, and customs fees

  • These additional fees are collected by the carrier upon delivery and are not included in our prices

  • PWUF Labs is not responsible for any delays due to customs processing

International Shipping (Other Regions)

  • Available to select countries

  • International shipping fees vary by destination

  • Customers are responsible for all import duties, taxes, and customs fees

  • International shipping times vary and may take 7-21 business days

  • Free shipping is not available for international orders outside the EU and UK

Order Tracking

  • Tracking information will be provided via email once your order ships

  • Allow 24-48 hours after shipping confirmation for tracking information to update

Shipping Restrictions

  • Certain products may be restricted from shipping to international destinations due to regulations

  • PWUF Labs reserves the right to cancel orders to destinations where shipping restrictions apply

Privacy Policy

Information Collection

PWUF Labs collects the following information during the ordering process:

  • Contact information (name, email, phone number, shipping address)

  • Billing information (credit card details are processed securely by our payment processor)

  • Order history and preferences

  • Website usage data and cookies

This data collection and processing is conducted in accordance with the General Data Protection Regulation (GDPR) (EU) 2016/679.

Legal Basis for Processing

We process your personal data on the following legal grounds:

  • Performance of a contract when processing is necessary for the performance of a contract to which you are party (e.g., when you make a purchase)

  • Your consent (e.g., when you sign up for marketing communications)

  • Our legitimate interests (e.g., to improve our products and services)

  • Compliance with legal obligations

Information Use

We use your information to:

  • Process and fulfill your orders

  • Communicate with you about your order status

  • Provide customer support

  • Improve our products and website experience

  • Send promotional emails (with your consent)

Data Subject Rights

In accordance with the GDPR, you have the following rights:

  • Right to access your personal data

  • Right to rectification of inaccurate personal data

  • Right to erasure ('right to be forgotten')

  • Right to restriction of processing

  • Right to data portability

  • Right to object to processing

  • Rights related to automated decision making and profiling

To exercise these rights, please contact us at info@pwuflabs.com.

Information Security

  • All personal information is stored securely

  • Credit card information is encrypted and processed through PCI-compliant services

  • We implement appropriate technical and organizational measures to protect your information

  • We never sell your personal information to third parties

Data Retention

We retain your personal data only for as long as necessary to fulfill the purposes for which it was collected, including for the purposes of satisfying any legal, accounting, or reporting requirements.

Third-Party Services

We may use third-party services for:

  • Payment processing

  • Shipping and fulfillment

  • Customer relationship management

  • Website analytics

  • Marketing communications

These third parties have access only to the personal information needed to perform their functions and are obligated to maintain confidentiality and process data in accordance with the GDPR.

Cookies Policy

Our website uses cookies to enhance your browsing experience. We use:

  • Essential cookies: necessary for the website to function

  • Analytical/performance cookies: allow us to recognize and count the number of visitors

  • Functionality cookies: recognize you when you return to our website

  • Targeting cookies: record your visit to our website, the pages you have visited and the links you have followed

You can set your browser to refuse all or some browser cookies or to alert you when websites set or access cookies.

Product Safety and Usage Guidelines

Proper Usage

  • Always read and follow product labels and instructions

  • Test products on a small, inconspicuous area before full application

  • Use only as directed for automotive detailing purposes

  • Do not mix with other cleaning products unless specifically instructed

  • Use in well-ventilated areas

  • Store products at recommended temperatures (typically 5-30°C)

Health and Safety Warnings

  • Keep all products out of reach of children and pets

  • Avoid contact with eyes, skin, and mucous membranes

  • Do not ingest any products

  • In case of eye contact, rinse immediately with plenty of water and seek medical advice

  • If ingested, contact poison control immediately

  • Some products may contain chemicals known to cause skin irritation or allergic reactions in sensitive individuals

Environmental Considerations

  • Dispose of products and packaging in accordance with local regulations

  • Do not pour unused product down drains or into water systems

  • Consider using minimal amounts of product to reduce environmental impact

  • Our packaging complies with EU Directive 94/62/EC on packaging and packaging waste

Warranty Policy

Defective Products Policy

PWUF Labs guarantees that our products are free from manufacturing defects at the time of delivery. A product is considered defective only if:

  • It arrives damaged or with missing components

  • It has a manufacturing flaw that prevents it from functioning as intended

  • It does not match the product description on our website

Please note that the following are NOT considered defects:

  • Normal wear and tear

  • Damage resulting from misuse, improper application, or failure to follow instructions

  • Incompatibility with specific vehicle surfaces not explicitly guaranteed in our product description

  • Subjective assessments of product performance that do not constitute a functional failure

Defective Product Returns

If you receive a defective product:

  • You must notify us within 14 days of receipt

  • Provide clear photographs showing the defect

  • Include your order number and a detailed description of the issue

Only products confirmed as defective by our quality assurance team will be eligible for refund or replacement. PWUF Labs will cover the return shipping costs for confirmed defective products only.

Commercial Warranty

PWUF Labs offers a limited commercial warranty that our products will be free from defects in material and workmanship under normal use for a period of 90 days from the date of purchase. This warranty is void if the product has been:

  • Used improperly or for purposes other than intended

  • Modified or altered in any way

  • Damaged due to improper storage or handling

This warranty is limited to defective products only and does not cover dissatisfaction with product performance when the product is functioning as designed.

Warranty Claims

To make a warranty claim:

  1. Contact customer service at info@pwuflabs.com within the warranty period

  2. Provide proof of purchase and a detailed description of the defect

  3. If approved, return the product as directed (PWUF Labs will cover return shipping for warranty claims)

Warranty Remedies

For valid warranty claims, PWUF Labs will, at its discretion:

  • Repair the defective product

  • Replace the defective product

  • Refund the purchase price

  • Provide store credit of equal value

Frequently Asked Questions

Product Questions

Q: Are your products safe for all vehicle finishes? A: Our products are formulated to be safe on most automotive surfaces when used as directed. However, we recommend testing on a small, inconspicuous area first, especially for specialty or sensitive finishes.

Q: How long do your products last once opened? A: Most of our liquid products maintain optimal performance for 12-18 months after opening when stored properly. Accessories like microfiber towels and mitts can last for years with proper care.

Q: Can I use your products on other surfaces besides cars? A: While our products are formulated specifically for automotive use, some may be suitable for other applications. However, we do not recommend or warrant their use for non-automotive purposes.

Q: Are your products compliant with EU regulations? A: Yes, all our products comply with relevant EU regulations, including REACH (Registration, Evaluation, Authorization and Restriction of Chemicals) and CLP (Classification, Labelling and Packaging) regulations.

Order and Shipping Questions

Q: How do I track my order? A: Once your order ships, you'll receive a shipping confirmation email with tracking information.

Q: Do you ship to all EU countries? A: Yes, we ship to all EU member states. Shipping costs and times may vary by destination.

Q: Can I change or cancel my order? A: We process orders quickly. If you need to change or cancel your order, please contact us immediately at info@pwuflabs.com. We cannot guarantee changes once an order has entered processing.

Return and Refund Questions

Q: What is your return policy? A: In accordance with EU regulations, you have the right to withdraw from your purchase within 14 days from the day you receive your products. You must inform us of your decision to withdraw and return the unused products in their original condition.

Q: How long does it take to process a refund? A: We will process your refund within 14 days of receiving your withdrawal notification or the returned products, whichever is later. It may take an additional 3-5 business days for the refund to appear in your account, depending on your financial institution.

Q: Do I need to pay for return shipping? A: Yes, customers are responsible for the direct cost of returning the goods unless the products are defective. We will only cover return shipping costs for products that our quality assurance team has confirmed as defective.

Q: What qualifies as a defective product? A: A product is considered defective if it arrives damaged, has a manufacturing flaw that prevents it from functioning as intended, or doesn't match the product description on our website. Normal wear and tear, damage from misuse, or subjective opinions about performance are not considered defects.

Contact Information

Customer Service

  • Email: info@pwuflabs.com

  • Hours: Monday-Friday, 9am-5pm CET

Registered Address

PWUF Labs is a registered trade name of Roads Agency B.V., under which it operates and conducts business.

Roads Agency BV 

Theophile de Bockstraat 37-O 

1058TX Amsterdam 

The Netherlands

VAT Registration Number: 94462801

Social Media

  • Instagram: @pwuflabs

Policy Updates

PWUF Labs reserves the right to update or modify these policies at any time. The current version of our policies will always be available on our website. Continued use of our website and products constitutes acceptance of our current policies.