FAQs

FAQs

Below, we have put together some frequently asked questions that give you an insight into your options when buying a car from us. If you can't find the answer to your question here, contact us or call in to our showroom for a chat. There's no obligation to buy! 

 

1. Is it really easy to buy a car from Dunelm Car Sales?

Yes, you choose the car we do the rest. We take away as much hassle as we can. We're so easy to deal with either online, at our showroom or even over the phone. We'll organise part-exchange valuations while you wait, same-day test drives and offer great-value finance and after-sales packages - all to save you the hassle  (Free WiFi and tea/coffee in our showroom for our customers).

2. If I buy a car from you, how long will it take to get ready?

Most of our approved used cars are ready to drive away the same day. If the car you buy has just come in to stock and has not been fully prepared, it will only take a couple of days. So don't worry. We will make things as hassle-free as possible.

3. Can I secure a car over the phone and how long will you keep it?

Yes - You can secure a car with a £100 holding deposit. You can only secure one car, at any one time and we will keep it for a maximum of 7 days. If you don't like the car for whatever reason, we will simply refund your deposit - no questions asked.

4. I've found an identical car at another car retailer, will you price-match?

Yes - If you can find the identical used car at a competitor dealer within a 30 miles radius with a like-for-like offer within five days of placing your order with Dunelm Car Sales, we will refund the difference in price. Claims submitted under our Price Promise must be accompanied by a genuine written retail quotation from a Main Dealer, on a car of identical specification, model year, offer and mileage within 2000 miles. Imports excluded. Retail customers only.

5. Do you offer National Delivery and how much will it cost to have my car dropped off?

Yes - We can deliver to anywhere in the United Kingdom. We charge £1 per mile from our postcode to the delivery address postcode. However it sometimes works out quite expensive and sometimes cheaper to hop on the train to Durham, where we can pick you up at the station. You can then drive your new car back home.

6. Which payment options do you accept?

We offer various ways to pay for your car, including: Cash, Finance, Visa debit, Credit, Mastercard & most other store cards (except for American Express & Visa Electron).

7. Can I buy a car over the phone?

If you see a car you like on our website, then, yes of course, you can make a purchase over the phone. With time being precious for most of us, this way of purchasing a car is becoming very popular. You can then choose whether to pick the car up or have it delivered to your door.

8. I work for the NHS, are you part of the benefit scheme and what kind of discount will I get?

Yes - We are registered as part of the NHS benefit scheme. Go to your NHS intranet discount shopping page and look us up. Alternatively, just click on the 'promotions' tab to view all the offers.

9. The car I was planning on buying has gone from your website, does this mean it's sold?

I'm afraid, yes. Once a car has been sold we remove it from our website immediately. Why not get in touch with us and tell us exactly what kind of car you're looking for? We may have one coming in which we can keep to one side for you or why not join our 'STOCK ALERT' mailing list? That way you will get to see all the cars first that are coming in to stock.

10. I'm planning on buying a used car in the near future, can I come and just browse for now?

Yes, feel free to come along and have a look. We promise not to bite! You're welcome to test drive as many cars as you like. You'll find no pushy sales people here. No pressure at all.

11. If I buy a car from you, will it come fully serviced?

Yes, every retail car we sell is serviced before it leaves our garage. This is all on top of the HPI checks and our 62 point mechanical check-list that is carried out on every retail car.  All retail cars will come with a new MOT if less than six months, (We also carry out extra winter safety checks between November - February).

12. Are your cars offered with any kind of guarantee and how much do they cost?

All of our retail cars are approved and offered with a fully comprehensive parts and labour guarantee. We have a basket full of guarantees, you can choose from 3 months to a Lifetime of cover. They start from as little as £149.

13. Wouldn't it be better if the guarantees were free?

Some used car retailers will include a short warranty/guarantee in with the price. Normally, if it's free, it's not worth having.

14. Do your guarantees work nationwide?

Yes - Of course. All of our cars are offered with a national guarantee. If you live miles away, you're covered and welcome to take your car to any other VAT registered garage in the UK to be repaired.

15. I have a very old car, will you take it as part exchange?

Whatever it's make, model, age or condition, we'll accept your car as a part exchange. We'll even accept it without an MOT or even if it's a non-runner. Your old car is wanted 'dead or alive'.

16. How often do you update the stock on your website?

With having such a high turnover of cars, our website is updated several times per day. Once our cars have been prepared & valeted, we then photograph and upload them online.

17. Will you take a video of one of the cars listed on your website, explaining all the features and send it to me?

Yes - We would be happy to give you a 'walk-round' video of any of our cars. Just ask anyone in the sales team. We will need your email address. These kind of videos normally take about 30 minutes to prepare.  (If you have WhatsApp these kind of videos can be sent to you almost immediately) 

18. Do you offer car finance, even if I don't have a deposit?

Yes - We've made it very simple to apply for finance and can arrange a number of different options. Dunelm Car Sales wants to make sure you are both happy with your new car and your monthly repayments. You can even buy a car without having to put down a deposit or even use your current car as the deposit. Ask about our 'EasyPay' finance deals.

19. I may have a poor credit history; can I still get finance even if I've had problems in the past?

That’s not a problem to us! There's a good chance we will be able to help. Our colleagues are trained to give you the best advice so they can talk you through the various options available and help you to find the right options for you whatever your circumstances are now or were previously. However it may take us slightly longer to get a decision, so please be patient if you apply.

20. Do you buy cars for cash?

Yes, at Dunelm Car Sales you can get instant cash for any make or model with our hassle free, genuine valuation service.  We’re confident that we will pay more for your vehicle and beat any other online car buying website.  Our team will transfer the payment into your account, typically, the bank transfer takes around an hour and our team will check to see if the funds have cleared before taking ownership of the vehicle. 

21. Do I need an appointment for a test drive?

No, we want you to feel free to test-drive as many cars as you like, whenever you want. At all but the very busiest times, we will quickly organise a test drive for you of as many cars as you wish.

22. I'm only 14 years old, can I have a test drive?

No, I'm afraid you need a full UK driving licence. Nice try though!

23. Are Dunelm Car Sales regulated by an industry body?

Yes, we're members and regulated by:

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  • A. The Financial Conduct Authority (member no: 652677)
  • B. County Durham Trading Standards.
  • C. Companies House: Dunelm Car Sales Ltd, Registered in England and Wales, Company number 08754620
  • 24. I'm a wheelchair user. Are there any stairs at your showroom?

    No, our entire site is on one level. We are committed to ensuring our site environment is accessible to customers with a disability. We are a dedicated team who is always looking to address any physical features which are causing accessibility barriers.

    25. Will I qualify for Dunelm's 'Help to buy' scheme?

    If you’re buying a car for the first time you will enjoy the benefits of the scheme, don't forget to mention if you're a first-time car buyer! (17 to 25 year olds eligible)

    26. What type of cars do you sell?

    We have over 100 nearly new and used cars in stock, with fresh stock arriving daily. The categories of cars we sell are mainly small, medium and large ‘hatchbacks’. Prices start from just £1,999 and go up to £25,000, plus we have various finance options available so you shouldn't need to look anywhere else.

    27. What documentation do I need to bring for a part-exchange?

    Please remember to bring along your V5 registration document, valid MOT certificate and full service history (if available). If your V5 document has been lost, stolen or destroyed you can request a replacement from the DVLA for £25 – just ask for a V62 form available at your local post office or download at: https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/269833/V62_061213.pdf

    28. What if I'm not completely happy with the service, how do I complain?

    Our aim is to provide a high quality service for all of our customers but we recognise that things do go wrong occasionally. Where you have a query or complaint we want you to highlight this to us at the earliest opportunity to allow us to assist you. In the first stance you should contact our General Manager - who will be happy to listen and advise you on our complaints handling procedure.

    29. Are your cars professionally valeted?

    Every retail car we sell, we send to our ‘detail department’ to have a professional valet, where we unbolt the seats take them all out, shampoo the carpets, take a toothbrush to the interior, put the car up on a ramp to under-seal the underneath, take it down then steam clean the engine, we then put a special solution on the exterior to renew the paint work.  This all on top our 62 point mechanical check list.

    30. Where does the name 'Dunelm' come from?

    Dunelm is an abbreviation of the Latin word 'Dunelmensis' which means 'of or from Durham'. Both our Managing Directors, brothers, Colin & Jeff Richardson, were born and currently live in Durham. So, when choosing a company name, their obvious choice was Dunelm.

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    Reg No – 08754620 | VAT No - 985 932 070 | FCA Number: 652677
    Registered Address: Dunelm Car Sales Building, Auton Stile, Bearpark, County Durham, DH7 7DB