How returns work
We'll arrange a convenient time to collect your vehicle at the end of your subscription and coordinate the collection process with you.
At the point of collection our team will perform an inspection of the vehicle, to assess any damage. This inspection will take around one hour.
You will then receive a vehicle condition report which will detail any points of damage.
If there is anything which falls outside of the BVRLA guidelines, we will then organise the repair or recondition of any of these damages, and provide you with the bill for any costs incurred.
To avoid unexpected charges, please review the BVRLA parameters of what we refer to as "fair wear and tear" with the link above. Anything outside these guidelines will incur costs.
General condition
Ensure the vehicle is clean for inspection. Excessively dirty vehicles will incur a cleaning fee and be inspected at our preparation centre. All electronic safety features and driver assistance systems must be in working order, including parking sensors, cruise control, and collision warnings. The vehicle must be roadworthy with no warning lights illuminated to ensure seamless collection.
Paintwork
Minor dents and scratches are inevitable with normal use. Below are the acceptable limits for chips, dents, and scratches. Damage beyond these parameters requires professional repair at your expense. You can arrange repairs yourself if completed to professional standards with full warranty documentation. Poor-quality work will be reconditioned at your expense.
Chips
Chips up to 3mm are acceptable if not rusted. Maximum: four per panel, six per door edge, eight on forward-facing panels.
Dents
Dents under 15mm with intact paint are acceptable. Maximum: two per panel. Roof and swage line dents are not permitted.
Scratches
Scratches up to 25mm that can be polished out are acceptable. Maximum: four per panel. Primer or bare metal must not be visible.
Chips up to 3mm are acceptable if not rusted. Maximum: four per panel, six per door edge, eight on forward-facing panels.
Dents under 15mm with intact paint are acceptable. Maximum: two per panel. Roof and swage line dents are not permitted.
Scratches up to 25mm that can be polished out are acceptable. Maximum: four per panel. Primer or bare metal must not be visible.
Windows, mirrors & lights
Windows/ windscreens must be in a condition capable of passing an MOT. Light scratching of less than 10mm is acceptable, provided it does not interfere with the driver’s line of sight. The Automated Driver Assistance Systems (ADAS) must still work properly.
Door mirrors
Missing, cracked, or damaged mirror glass and housing are not acceptable. Adjustable or heated door mirrors must function correctly.
Lamps & lenses
All lamps must work correctly. Minor scuff marks under 25mm are acceptable. Cracks, holes, or water ingress are not acceptable.
Panoramic roofs
The roof must be fully functional with no chips, cracks, or holes. Surface scratches under 40mm that can be polished out are acceptable.
Missing, cracked, or damaged mirror glass and housing are not acceptable. Adjustable or heated door mirrors must function correctly.
All lamps must work correctly. Minor scuff marks under 25mm are acceptable. Cracks, holes, or water ingress are not acceptable.
The roof must be fully functional with no chips, cracks, or holes. Surface scratches under 40mm that can be polished out are acceptable.
Tyre condition
All tyres, including spares, must meet minimum UK legal requirements and manufacturer recommendations for type, class, size, and speed rating. Replacement tyres must match original specifications. No sidewall or tread damage or cracking is acceptable.
Wheel condition
Dents on wheels or wheel trims are unacceptable. Scuffs up to 50mm on the total wheel rim circumference and on alloy wheels/hubs are acceptable. Any damage to wheel spokes, fascia, or hub is unacceptable. The spare wheel and jack must be intact and properly stored. Emergency tyre inflation kit (if supplied) must be in full working order.
Mechanical condition
The vehicle must be returned in a safe, legal, and MOT-ready condition with no warning lights on. Warning lights may result in abandoned collection, incurring a £295 fee. Fluid leaks (oil, coolant, brake fluid) are unacceptable. For full details, see the BVRLA guidelines.
Vehicle interior
The vehicle upholstery and trim must be clean and odourless, with no burns, scratches, tears, dents, or staining; carpets should have no holes, and all seats and headrests originally supplied should be present.
Equipment & controls
All original equipment, accessories, controls, and charging cables must be present and functional, excluding home ChargePoints if terms were met. All driver safety equipment must be fitted and operational. Remove all personal items; a £35 fee applies for returning any items left behind.
Any questions?
If you have any questions, or want any clarification on any of the items included in the BVRLA guidelines, please do not hesitate to contact the Pivotal team at [email protected] or
+44 (0) 20 3950 4833.