Frequently Asked Questions

Because everything that we do is SUPER!  

SUPER PRICES 

Our cars are price checked daily to ensure that you’re always getting the best value for money! 

SUPER QUALITY 

All of our cars are selectively sourced from quality providers, they have a thorough 159-point quality check completed by our expert technicians at our state-of-the-art refurbishment centers and for added peace of mind they come with a minimum 12-month warranty, 6-month MOT and a recent service.  

SUPER CONVENIENT 

Whether you live 3 miles, 30 miles or 300 miles from one of our physical locations we have options to make buying your next car really simple and straightforward. From online part exchange valuation to finance pre-approval all available from the comfort of your own home either online or over the phone! Then when it comes to getting your car you can either click and collect, try before you buy (in branch) or have your new car delivered to your door! 

SUPER FINANCE OPTIONS 

We know that for most of us the most important thing when buying a new car is the monthly payment and because of this we have a series of payment options. We offer PCP (Personal Contract Purchase) or HP (Hire Purchase), as well as 0% finance options. You can also pay using your own funding!

There’s really no need. We do all the negotiating for you! To ensure that you get the best possible price, we check our prices every day and make any reductions needed to make sure our cars are priced as competitively as possible!

You have peace of mind that we have price checked our cars against the marketplace taking away the need for you to haggle on the purchase price of your new car.

All cars come with minimum of 6-month MOT. 3-months where the vehicle is dues its first test.

Yes, all orders are subject to a £199 admin fee to cover the administration and preparation costs.  

When you take the delivery of your new car, we will register the car to you. Once you receive your new V5 registration document from the DVLA - providing you have the retention certificate for your private plate - you can put the private plate on your new car.  

Go into any branch, online chat function or call. Contact details for each branch can be found here

Our website will state at which branch the vehicle is located, if this is not local to yourself you can either request a video from your sales advisor, or you can request that the vehicle is moved closer to you.

You can either collect the car from one of our 11 sites or opt for our home delivery service, your sales advisor will discuss this with you when you enquire.  

You can request a reservation using the form on the vehicle page which is innovatively named ‘Reserve’! A sales advisor will need to contact you to confirm and take payment of £199. Be aware that until a payment has been taken, the car will remain on sale and could be sold in the meantime! If you’ve found the car of your dreams and you’re desperate to hold it, please give us a call to progress your order!   

Your reservation will be held while your sale is being progressed

When you have chosen to reserve a car via the website you will receive a follow up call from one of our customer advisors. This call will normally be within 1 hour of your reservation when within our normal working hours, or next day when outside these hours.  

Yes, if you decide that you no longer wish to go ahead with the purchase, your £199 will be refunded.   

The majority of the cars listed on our website are ready for same day drive away. But we do also list cars that aren’t quite ready yet. Most commonly we have just bought then and they’re entering our preparation process. We add these so you can see everything that what we have coming. Because of this we recommend that you confirm with a customer sales advisor if the specific car you’re interested in is available on the same day!

Our cars undergo a rigorous 159-point inspection, full HPI check and come with a minimum 12-month warranty, 6-month MOT, and recent service.  

Wherever possible we provide all the service history detail that we have for our cars. And at the very minimum all our cars come with at LEAST one recent service - unless it is too new to have needed one! A recent service means that if your car will have had a service at its last service interval, or if it has been 10 months or longer since its last service.

You can see the service history of the car, and the last service on the car details page on our website. Occasionally you might see cars on our website that appear to need a service, this is likely for a couple of reasons, either it is due to be completed before you buy, or it is too new to have needed one! A customer sales advisor can confirm this for you!

We don’t accept cash payments. You make a secure bank transfer to pay for your new car or our team can help you apply for finance for the vehicle.   

Both PCP and HP are ways to finance a car, they differ in terms of ownership, monthly payments, flexibility, treatment of mileage and condition, and the presence of a balloon payment. Your choice between the two will depend on your preferences, please ask your sales advisor who will happily discuss the different finance options to find the best one for you!

In most cases, we are able to get a decision on your finance agreement within minutes.  

We will need various personal details to apply for finance, please speak to one of our sales advisors who will be happy to go through the process with you. 

This will be dependent on your finance lender, however in most cases your first payment will be due around 30 days after purchase.   

There are a number of lenders that we are able to submit your application to if you have poor credit.   

If you are part exchanging your vehicle with us, we can settle your finance on your behalf as part of the sale.   

If you have negative equity on your part exchange vehicle, some finance lenders can look to include this in your new agreement.  

Our current representative APR is 10.9%  

Of course, if you are able to obtain your settlement figure a member of the team will be able to discuss your options with you.   

Many of our cars are ready to be collected today, however if you wish to have your new car delivered to your home, this can take between 3-10 working days. Please ask your sales advisor for more information. 

For GDPR purposes you would need to be there in person to collect or take delivery of your new car.

You will receive a call when the driver is 1 hour away from your address.  

Your new vehicle will be driven to your address from the branch that the vehicle is located at.  

Home delivery is from £169, this excludes electric cars.  

Everyone in Mainland UK   

You will need our driving license, an Identification Selfie and your contact and address information. Our home delivery team will be in touch with you to organise the delivery and will be able to give you more information regarding this. 

If you need to change your home delivery or collection, we would recommend that you speak with your advisor as soon as possible.   

Yes, we will require full payment for the vehicle prior to delivery or collection.

Your sales advisor will be able to advise what documentation is required, you will also be emailed this information.   

CarSupermarket.com offer a 15 day money-back guarantee should you decide the vehicle is not right for you. 

Your vehicle will have been prepared to a high standard, due to it being a used vehicle there may be age related marks present.     

You should receive your V5 within 6 weeks of collection or delivery  

Unfortunately, we cannot guarantee that we will be able to return your part exchange. Your sales advisor will be able to discuss this with you should you wish to return your new car.   

We are sorry that you are experiencing an issue with your car, you can contact our helpful service team at your local branch

If you wish to return your vehicle under the 15 day money back guarantee, you need to call your sales advisor as soon as possible and they will be able to discuss the process with you.   

If you have purchased an extended warranty that includes a 24 hour breakdown assistance, and can be contacted on 01926622673. If you do not have an extended warranty, you can request a call back here: Contact us | CarSupermarket.com

Contact your local branch who will be happy to assist you.   

We have a feedback link on the customer services webpage, you can also find us on Trust Pilot and Google

We are sorry that you wish to raise a complaint, please contact your selling branch who will be happy to help you.  

Please contact your local branch, press 3 when selecting options. Alternatively, you can request a booking from our section on the website.   

You can do this via our feedback form below

CarSupermarket.com is a member of ADR. If you are not satisfied after using our complaints handling process, you can use the South Yorkshire Trading Standards Services' ADR scheme to seek a resolution. For more information, email [email protected].uk or call 01302 737 573