Returns Information

  1. Returns Conditions:
    We will accept returns, for most items, subject to conditions below.
    • To be eligible for a refund, goods must be returned in 100% resalable condition, and within 30 days of the date of order.
    • Some items are excluded and may not be returned for a refund – please see section 4 “Exclusions”, below.
    • Resalable condition means the manufacturer’s original packaging is has not been not been disturbed. “Disturbed” in this context means cut, opened, unsealed, damaged, torn, dented, scuffed, or marked in any way.
    • Outer packaging, wrapping and packaging used for the transportation of products may be opened, but goods should be returned by either re-using or replacing a similar form of outer packing and protect protection, so as to protect the manufacturer’s original packing and to maintain its condition.
    • Items are returned by carriage paid by you.
    • We are not responsible for any labour charges incurred during fitment or removal of allegedly faulty (or incorrectly supplied) parts.
    • We cannot accept responsibility for undelivered returned parcels, please obtain proof of posting and adequate insurance for loss or damage.
    • All goods are inspected for their condition on return, and the customer will be advised of the acceptability of the return.
    • In cases where goods are returned in a sellable condition, but the manufacturer’s packaging has been disturbed (as described above) a 15% deduction will be applied to the subsequent re-imbursement.
    • Irrespective of condition, business customers returning items of over £250 + VAT sale price will be charged a £25 + VAT administration fee, which is deducted from the refunded amount, and this may be in addition to the deduction in respect of condition, as described above.
    • You must obtain returns authorisation from us by contacting us and receiving instructions for the return, before returning the goods.  We will issue a returns code, which provides the address for your return and any special instructions.
  2. Cancellations:
    • To cancel your order please contact us immediately. Orders which have already been dispatched must be received by the customer, and returned as per this policy.
    • Orders with a value over £1000.00 excluding VAT, which have been processed via the checkout, and are subsequently cancelled by the customer prior to goods being dispatched, will be subject to a 1.5% charge.
    • Refunds:
    • Reimbursements will be processed within 7 days upon receiving the goods. Delivery costs will only be refunded in the case of defective products.
    • Items purchased as part of a discounted bundle or promotion are subject to adjusted pricing if part of the bundle is returned. If any individual item from a bundle is returned, the original discount may no longer apply, and the refund will reflect the full price of the items kept, minus the price of the returned item as calculated without the bundle discount.
  3. Exclusions:
    • Certain items which are non-refundable whether purchased by business customers or consumers.
    • Items which are “Made to Order” means they are not exist on a shelf ready for shipping and are instead constructed, prepared, tailored, commissioned, or shipped from overseas, once an order is received. As a result, these products cannot be cancelled once ordered and are non-returnable unless a fault occurs. Products in this category are marked “Made to Order” in the product description tag.
    • Certain items are non-returnable, due to their nature, or are sourced by us from suppliers who do not accept returns.  These include Payter payment terminals, battery storage products, PV inverters, some EV charge points, SIM cards with data, cable in cut lengths or on a drum, and EV Charging cables.
    • Excluded products are marked “Returns Exclusion”, on the product listing.  Customers are advised to check the return status of a product with us, prior to purchase, as refunds will not be possible for such products.
  4. Damaged & Faulty Goods Procedure:
    • If any item supplied develops a fault within its warranty period from date of receipt you must inform us before returning the item and we will inform you of the returns procedure.
    • If an item is damaged or faulty, please inform us within 24 hours of the delivery. We may ask for photographic evidence and serial numbers to be emailed to us to help ensure that a replacement or refund is issued efficiently.
    • We are not responsible for any labour charges incurred during fitment or removal of allegedly faulty (or incorrectly supplied) parts.
    • We cannot be held responsible for items that are damaged due to the result of normal wear and tear.
    • We may refer you directly to the manufacturer supplier of your goods depending on the terms and conditions of the specific manufacturer.
    • We will issue you with a returns instructions.
    • We will organise the collection of your goods with a relevant suitable courier.
    • All goods are tested with replacement items sent out after original items have been deemed unsuitable.
    • If a refund is required rather than a replacement item this shall be processed after goods have been returned and confirmed faulty.
    • In the event we find no fault, we reserve the right to recover our delivery costs, fees and expenses from you.