Question 1

What's included in my service plan?

Accepted Answer

Your package includes Volvo Genuine Service:
- Maintenance service according to service programme 
- Air filter replacement 
- Tyre sealant replacement 
- Windscreen cleaning (sensors) 
- Software updates 
- Wear & tear coverage (replacement wiper blades once a year, replacement brake discs and brake pads if required)

Question 2

How do I book a service appointment for my car?

Accepted Answer

You can book a service appointment by contacting your chosen local retailer.

Question 3

Can I have my car serviced somewhere else?

Accepted Answer

Yes, as long as it is at a Volvo-authorised repairer within the same market where the car was bought.

Question 4

Is insurance included in the purchase?

Accepted Answer

Subject to you meeting our eligibility criteria, your car purchase comes with free Driveaway insurance for 7 days.
Eligibility criteria for our Driveaway insurance includes min. age of 25, min. 12 months with full UK or EU driving licence, max. 3 fault claims and max. 3 minor convictions in the past 5 years.
For more information concerning Driveway insurance, please contact Wrisk Transfer Limited.
The insurance offer applies for private customers. The comprehensive insurance cover is specifically designed for Volvo owners and uses Volvo approved repairers as well as genuine Volvo parts and includes a courtesy car while the vehicle is being repaired. Upon completing your order, you’ll be provided with a sign-up link for the complimentary Volvo Driveaway insurance.

Question 5

How long is the warranty on the accessories?

Accepted Answer

All accessories come with a 3 year warranty if purchased online in connection with the purchase of your car.

Question 6

How do I claim for accessory warranty?

Accepted Answer

Please visit your local retailer, who will be able to manage the warranty return.

Question 7

What is included when I purchase a fully electric Volvo online?

Accepted Answer

In addition to your specific design selections, your Volvo car comes with the following features as standard:
- Free Driveaway insurance for 7 days 
- Service and warranty for 3 years (or 60,000 miles, whichever comes first)
- Battery warranty for up to 8 years (or 100,000 miles, whichever comes first) 
- Roadside assistance for 3 years 
- Digital services: Google built in (Assistant, Maps, Play) and Volvo Cars app for 4 years
- A charging cable for your car 
- A Plugsurfing charging Card

Question 8

Can I buy a Volvo car at a retailer?

Accepted Answer

Your local retailer can help you with purchasing a Volvo car. However, prices and terms will be exactly the same as they are online.

Question 9

I don't feel comfortable buying online. Can I request more personal help?

Accepted Answer

We're always happy to help. Please call our team on 0800 0318065 for further support.

Question 10

Can I change my car specifications after placing an order?

Accepted Answer

Any changes to your specifications must be made during our personal welcome call, which takes place within 2 weeks of you placing your order. After this point, we can't guarantee that we can make any type of changes to your vehicle specification.

Question 11

Why do I have to sign a sales contract?

Accepted Answer

The sales contract confirms your final order so that the car can go into production.

Question 12

Can I test-drive a Volvo car?

Accepted Answer

You can book a test with your local retailer using the [online booking tool](https://www.volvocars.com/uk/test-drive-booking).

Question 13

Can I change my existing Volvo car purchase order to another Volvo finance option instead?

Accepted Answer

Unfortunately not. If you decide that you would like another finance option rather than buying the car, you'll have to cancel your purchase order first and then reapply under your chosen finance option.

Question 14

What happens after I place my order?

Accepted Answer

After placing the order, you will receive an email with your order confirmation and information about your financing options. Within a couple of days, we will schedule a welcome call with you to confirm your configuration, explain the car delivery process in detail and answer any remaining questions. You can learn more about your car by tracking its progress, using the Volvo Cars app. A few weeks prior to the delivery, you will receive payment instructions from us via email. Once your car is ready for delivery, our service partner will get in touch with you to schedule delivery or collection.

Question 15

Can I add accessories to my car?

Accepted Answer

Yes, we offer different packages and a range of individual accessories that you can add to your car. If you wish to buy more accessories, they can be purchased directly from the retailer.

Question 16

Where can I buy accessories, such as a roof box or wall box charger?

Accepted Answer

Your car purchase includes a charging cable. You can buy all other required accessories from your local retailer. We're working hard on offering more accessories online in future.

Question 17

Where do I pay my partial deposit?

Accepted Answer

You pay your partial deposit online, once you have chosen your car and specifications.

Question 18

How much is the partial deposit and will it be refunded?

Accepted Answer

You will initially pay £500 as a partial deposit, the amount will be deducted from your final invoice.

Question 19

Will I get a receipt for the deposit?

Accepted Answer

Your deposit payment will be stated in your order confirmation email, which can be used as a reference for the performed payment. The amount will be deducted from your final invoice.

Question 20

How do I pay the final invoice?

Accepted Answer

The final invoice is paid via bank transfer. As many banks have limitations on how much money you can transfer daily or in one go, we advise that you contact your bank in advance to make sure you can transfer the full amount to us in due time.

Question 21

Can I pay using more than one bank account?

Accepted Answer

Yes, you can pay from more than one bank account. Just make sure you include the correct reference number from your invoice at all times.

Question 22

Can I pay the final amount to the service partner/retailer?

Accepted Answer

No, all payments must be made directly to Volvo Car UK Limited.

Question 23

Can I pay for the car at pickup instead?

Accepted Answer

No. Unless you are financing the car through a financial partner and different payment terms have been approved by us, you need to pay prior to the handover.

Question 24

When do I need to pay the final invoice?

Accepted Answer

Around 1 month before we deliver the car to your chosen service partner, we'll provide you with an invoice stating the price and the payment due date – this will be around 3 weeks before your car's estimated delivery time.

Question 25

Can I pay for my car purchase by credit card?

Accepted Answer

You can pay the refundable deposit with a credit card, but the final payment needs to be made via bank transfer.

Question 26

Can Volvo help with car financing (e.g. loan or lease)?

Accepted Answer

Yes. As well as Purchase, we have a number of car finance options such as Lease (PCH), Subscription, Personal Contract Purchase (PCP) and Volvo Loan. You can compare these options [here](https://www.volvocars.com/uk/car-finance/).

Question 27

I will finance my car through my own bank or financial institution. How does the payment process work?

Accepted Answer

We'll always try to accommodate your financing preferences and the terms of your chosen financing partner. Just send us a "proof of financing" document so we can understand their required payment terms. Depending on your financing set up, we'll do our best to arrange for a suitable payment process.

Question 28

When will I be charged for the added accessories?

Accepted Answer

The accessories will be added to your vehicle invoice.

Question 29

Can I track my car order?

Accepted Answer

Yes. The best way to track your order is via the Volvo Cars app.

Question 30

When will I know the final delivery date for my car?

Accepted Answer

As soon as your car has arrived at your chosen service partner, they will contact you to arrange the handover. Until then, you can track your order in the Volvo Cars app and check the estimated delivery time.

Question 31

What if I need to postpone my car's delivery by a month?

Accepted Answer

If you need to postpone your car's delivery, please contact our Customer Relation team and they will do their best to support you.

Question 32

I have changed my contact/personal details. How can I edit my customer profile?

Accepted Answer

To change your contact/personal details, you should contact our Customer Relation team and inform us about the changes.

Question 33

I've recently moved and need to change my chosen service partner for delivery. What should I do?

Accepted Answer

You will need to contact our Customer Relation team to see if this is possible. Depending on where your car is in the delivery journey, we may or may not be able to change this.

Question 34

Is there anything I need to do to prepare my car for delivery?

Accepted Answer

Your chosen service partner will prepare your car for delivery as long as you pay your invoice or secure your financial solution in accordance with the information in the payment instruction email.

Question 35

How will I get my licence plate?

Accepted Answer

Your licence plate will be delivered together with your car, at the handover.

Question 36

Can I pick up my car in another location, city or country?

Accepted Answer

You will need to contact our Customer Relation team to see if it’s possible to change your chosen location. Depending on where your car is in the delivery journey, we may or may not be able to change your chosen location.

Question 37

Can somebody else pick up the car in my place?

Accepted Answer

No, only the person who has placed the order can pick up the car.

Question 38

What do I need to bring to the handover?

Accepted Answer

Please bring valid photo ID e.g. your passport and your driving licence.

Question 39

Will the accessories be delivered and fitted with the car?

Accepted Answer

Yes, the accessories will be delivered and fitted when the car is handed over to you.

Question 40

How do I cancel my car order?

Accepted Answer

If you want to cancel your order, please call or email our Customer Relation centre. Your deposit will be refunded after the cancellation is registered.

Question 41

I'm not happy with my car after it was delivered. Can I return it?

Accepted Answer

If you decide that you would like to hand the car back and have purchased it online, you have the legal right to withdraw from your purchase within 14 days after taking delivery of your car. You can do so by sending a formal notice to our Customer Services team, within these 14 days to: Volvo Car UK Limited, Scandinavia House, Norreys Drive, Maidenhead, SL6 4FL, or by email: volvo-support@volvocars.com.
Within 14 days of you having sent us the written notification, you need to return the car at your own expense to the same Volvo retailer as where you took delivery of it. You will need to include all original equipment and any parts and accessories that came with the car, as well as the V5 log book. When you arrive at the Volvo retailer, your car will be inspected for mileage, wear & tear, damage and missing items.
Please note the following: You have the right to a full refund under the following circumstances: - the car has not been driven more than 100 miles when returned to the Service Partner - the car has no signs of wear & tear or damage and no missing items - the car has not changed owners since you first took delivery of the car (should the car have changed owners, your request to invoke the right to withdraw will be denied).
Should the car have been used beyond what is mentioned above, Volvo Car UK Limited will deduct from the purchase price the following: - £1.00 for each mile driven in excess of 100 miles according to your car´s odometer at time of return at the Service Provider - Reasonable charges for repair to fix any wear & tear and/or damage caused to the car during the 14-day 'right to withdraw' period and for replacing any missing items.

Question 42

What is the process if I wish to hand back the accessories within the 14 days of distance selling legislation?

Accepted Answer

Accessories that can be removed from the vehicle can be returned under the distance selling legislation. Accessories that cannot be removed from the vehicle are not possible to return. Please be aware that we only take back removable accessories that have not been damaged or overused.

FAQ - Purchase

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