Carbase Help & Support
Can't find what you are looking for? Our friendly, helpful team is on hand to help!
- Can I reserve a car at Carbase?
Yes - reserving a car is quick and easy. Just pay a fully refundable £99 deposit, safely and securely through our online service. You can pay on your credit or debit card, or using other online payment systems like Apple Pay or Google Pay.
- What do you mean when you say fully refundable?
It's just that. The £99 fee allows you to reserve and collect a car of your choice. If you test drive it, and decide against it - we'll refund the fee in full. If you decide you prefer a different vehicle, you can switch your reservation fee to that car instead.
- How long is the reservation valid for?
Once you reserve a vehicle, it will be placed on hold for you and removed from our sales listings for the next three working days if it is a stock vehicle. If the vehicle is in preparation, it will be placed on hold and removed from our sales listings for three days from the day it is ready.
- Can I still buy a car or van online?
Yes, you can choose to either Click & Collect your new vehicle, where we will arrange a convenient appointed time slot at one of our contactless pick up points or choose to have your new vehicle delivered straight to your door! Our online team is here to help!
- Can I have a video of the car?
Yes, our sales team can take a video of the car and send it to you personally if you desire.
- I'm looking for a van, not a car - can I still reserve a van?
Yes, absolutely! We also offer the option to reserve and collect commercial vehicles from Vanbase. The same process applies, so once you've found the van you are interested in, simply click to reserve and collect your van at a suitable time.
Part Exchange or Sell To Carbase
- Can I part exchange my car with an existing finance agreement?
Yes. If you've got outstanding finance on your current car, we'll help find an option for you to part exchange ensuring you can afford the car you want.
- Can I part exchange my car for a cheaper car?
Yes, you can part exchange for a cheaper vehicle. There are a couple of ways that we can do this - just contact us and we'll be happy to chat through the options that will work for you.
- How do I know I'm getting the best part exchange deal?
As a family run company, we believe that fairness is paramount. We also apply this approach to our finance deals, and we will only ever give you the best value that we are able to provide.
- What documents do I need to part exchange?
If you're coming to one of our stores to part exchange your car, make sure you bring with you your V5C (log book) and the service history and MOT documentation. Also your original purchase receipt if you have it.
- Can you guarantee a part exchange?
At Carbase, we'll always do all we can to find a solution that works for you. Why not try out our app to receive a free expert valuation from home.
- What is part exchange?
Part exchanging is exactly how it sounds - you can exchange your old car with Carbase and use its value to reduce the price of your Carbase Car upgrade.
- Get a fair deal with Carbase?
Our sales team makes the part exchange process nice and simple by giving you a top valuation, based on both the current market conditions and your car's individual specification. With trust, transparency and fairness at the core of our business, we will ensure that you make the best decision - without the jargon! The amount that your old car is worth depends on a number of factors, ranging from its age and condition, to its popularity, not forgetting all the fitted extras which are unique to your car.
- Can you part exchange a car on PCP finance?
Yes, itâ??s possible to part-exchange the vehicle and get a different car. Itâ??s often the case that the car value is higher than the balloon payment which will give you a sum of money to use to buy a new car with. The dealership who you are part exchanging with can settle the PCP finance.
- Can I part exchange my car on HP?
Yes. Just like PCP finance, if youâ??ve financed the car on HP (hire purchase), you can part exchange the vehicle with the finance being settled by the dealership.
- Can you part exchange a broken car?
Yes, whether it joins our forecourt or goes to auctions, we want to make you an offer for your car.
- When is the best time to part exchange a car?
Check out our helpful guide on when the best time is to part exchange or sell your car to Carbase Link >
- Can you part exchange for a cheaper car?
Yes, that is no problem at all. Your part exchange will cover the cost of your new vehicle and anything left over will be transferred into your bank account.
- Can I part exchange 2 cars for 1?
Yes. If you are looking to change two cars into a single vehicle just bring them both in with you where they can be valued and part exchanged in the same way as exchanging one car.
- Can you part exchange a car with no MOT?
Yes, providing you have a way to get the vehicle to one of our drop-off locations.
Coming To Store
- Should I make an appointment to come to the store?
Due to high demand, it is advised to make your appointment prior to your arrival to have the best possible experience.
- Can I drive away the same day?
We always aim for you to be able to drive away your new car the same day. Providing we have an available appointment and the chosen car is ready to go.
- Am I safe to come to the store?
At Carbase we put our team and customers' safety first and ensure we are Covid-secure.
- Can I test drive?
Yes, we are currently taking appointment bookings for unaccompanied test drives.
Carbase Auto Centres
- Can I use the Carbase Auto Centres if I haven't bought a car or van from them?
Yes, we welcome everyone to our Auto Centres.
Finance & Payments
- What do I need to bring to take out finance on my chosen car?
If you are looking to complete your used car finance on the day, please bring your passport and a utility bill dated within the last three months or your driving license.
- Can I get pre-approved for finance?
Certainly! Whilst we also offer a free online finance check tool, getting pre-approved for vehicle finance is a great idea, and we have a handy guide to show you how the process works at Carbase. Find out more >
- Does Carbase negotiate on price?
At Carbase, we have a range of car deals you don't want to miss out on. The price of a new vehicle can sometimes be a bit steep and few people really want to negotiate back and forth with a dealer. Fortunately, if you don't want to go through the hassle, our car offers are a fantastic solution.
- What are our payment methods?
Debt or Credit Card (up to £500), Bank Transfer or In-Store Finance.
- Do we accept 3rd party finance lenders?
No, however we do have an extensive list of selected lenders to suit all our customers needs to fund there future purchase.
- What happens if I don't like my new car or van?
During the first 14 days from delivery, you may request to cancel the vehicle purchased without any given reason and return for a refund.
- Am I able to test-drive a vehicle if I get home delivery?
You will have up to 14 days to decide if the vehicle is right for you when it is delivered to your home and a complimentary 20 mile home test drive. If it isn't right for you, you have 14 days in which to return it to us for a refund. We will simply deduct £1 for each mile driven above the 20 mile complimentary home test drive allowance and also for any damage incurred during the time the vehicle is in your possession.
- How do I sign for delivery?
Our specialists will need to sign digital documents once you have confirmed that you are happy at the end of delivery. With your consent they will sign these documents in front of you on your behalf. They will also take a photo of your new car or van at your delivery address as proof of handover for our records.
- Taxing your new vehicle
We recommend setting up your next car or vans road tax via direct debit as the vehicle will not be registered in your name until the 14 day money back period has ended.
- What is the fee for exporting a vehicle outside of mainland Great Britain?
- What is a trade sale fee?
- Is there a fee to move vehicles between stores?
Yes including a reclean £49
Getting In Touch
- How do I get in touch with Carbase?
Our friendly online team is available via Phone, Email and Live Chat. Visit our Contact Us page https://www.carbase.co.uk/contact-us/
- How can I make a complaint?
Here at Carbase, we are dedicated to putting things right when we are at fault. There are a number of ways to make a complaint. You can either come in store and speak to one of our management team, give us a call on 01173 04 10 60, send an email to firstname.lastname@example.org, or complete our online contact form https://www.carbase.co.uk/complaints/
Your New Car or Van
- Do I need to insure my vehicle?
Yes, you will need to make sure you have the correct fully comprehensive insurance cover in place for your new vehicle. You will be responsible for any damage incurred while the vehicle is in your possession. If you choose to return the vehicle to us we will deduct the cost of repair for any damages.
- How do I tax my vehicle?
To tax your vehicle you will need to head over to the DVLA website and enter your licence plate number and 12-digit V5 number. We will happily help you with this and send you your V5 number once we have confirmed your delivery details.
- Do our cars or vans come with any warranty?
As part of the RAC BuySure Scheme, all our retail cars and vans come with 3 months warranty with extended warranty options available.
- There is a fault with my new car or van, what do I do?
Please contact our Customer Service team who will be able to help and assist you with any concerns. - 01173 04 10 60
- How do I become a member?
Simply purchase a vehicle from one of our Stores and we'll offer you the chance to join!
- What is the Carbase Owners Club?
To ensure that our customers enjoy the very best possible long-term experience, we have created the Owners' Club membership. This covers the initial quality of the vehicle right through to the relationship we have thereafter, along with exclusive access to a wide range of benefits.