Refund Policy

1.1           This Part 14.1 provides a summary of your legal rights as a Consumer. These rights may be subject to certain exceptions. For full details please refer to the Citizens Advice Website. Nothing in these Terms of Sale will affect your legal rights.

1.1.1       The Consumer Rights Act 2015 requires that Products must be as described, fit for purpose, and of satisfactory quality. During the expected lifespan of a product, your legal rights are as follows:

a)          Beginning on the day that you receive the Products (and ownership of them), you have a 30 calendar day right to reject them and to receive a full refund if they do not conform as stated above.

b)          If you do not wish to reject the Products, or if the 30 calendar day rejection period has expired, you may request a repair or a replacement. We will cover any associated costs and will carry out the repair or replacement within a reasonable time and without significant inconvenience to you. In certain circumstances, where a repair or replacement is impossible or otherwise disproportionate, We may instead offer you the alternative (i.e. a replacement instead of a repair or vice versa) or a full refund. If you request a repair or replacement during the 30 calendar day rejection period, that period will be suspended while We carry out the repair or replacement and will resume on the day that you receive the replacement or repaired Products. If less than 7 calendar days remain out of the original rejection period, the time remaining will be extended to 7 calendar days.

c)          If, after a repair or replacement, the Products still do not conform (or if We cannot repair or replace them, as described above, or have failed to act within a reasonable time or without significant inconvenience to you), you may ask Us to attempt the repair or replacement again (you do not have to give Us multiple opportunities to do so if you do not want to), or you have the right either to keep the Products at a reduced price, or to reject them in exchange for a refund.

d)          If you exercise the final right to reject more than six months after you have received the Products (and ownership of them), We may reduce any refund to reflect the use that you have had out of the Products.

e)          Within a period of six years after you have received the Products (and ownership of them), if the Products do not last a reasonable length of time, you may be entitled to a partial refund. Please be aware that after six months have passed since you received the Products, you must prove that the defect or non-conformity existed at the time of delivery.

1.1.2       Please note that you will not be eligible to claim under this Part 14.1 if:

a)          We informed you of the problem(s) with the Products before you purchased them or you had the opportunity to examine them before purchase and the problem(s) should have been obvious to you; or

b)          You have caused the problem(s) yourself, for example, through misuse, adaptation or tampering, or intentional or careless damage; or

c)          You have purchased the Products for an unsuitable purpose that is neither obvious nor made known to Us and the problem(s) has/have resulted from your use of the Products for that purpose; or

d)          The problem(s) is/are the result of normal wear and tear; or

f)           You have changed your mind (please refer to Part 16).

1.1.3       If there is a problem with the Products, please contact Us using the details provided above in Part 3.

1.1.4       If you exercise your legal right to reject the Products, you must return them to Us.

1.1.5       To return Products to Us for any reason under this Part 14, please post them to Us, arrange for their collection, or return them in person. We will cover the costs of postage or collection. For the avoidance of doubt this does not include returning Products if you have changed your mind during the cooling-off period. Please contact Us using the details provided above in Part 3 for a return label or to arrange collection.

1.2           This Part 14.2 applies if you are a business customer:

1.2.1       We warrant that the Products, on delivery, and for a period of 12 months thereafter (the “Warranty Period”) shall be as described; be free from material defects in design, material, and workmanship; be of satisfactory quality (as defined in the Sale of Products Act 1979); and be fit for any purpose described by Us.

1.2.2       If any Products you have purchased do not comply, subject to Part 10.3 and your compliance with Parts 14.2.2 a) to 14.2.2 c), We shall, at Our option, repair the affected Products, replace them, or issue you with a full refund for the price of the affected Products.  The following conditions shall apply:

a)          You must give Us written notice of the non-compliance during the Warranty Period within a reasonable time of discovering it;

b)          You must return the Products in question to Us at your expense; and

c)          You must give Us a reasonable opportunity to examine the Products in question.

1.2.3       We will not be liable for any non-compliance with the provisions of Part 14.2.1 of any Products if any of the following apply:

d)          You have made any further use of the affected Products after giving Us written notice of the non-compliance under Part 14.2.2 a);

e)          The non-compliance has arisen as a result of your failure to follow Our instructions on the correct usage, maintenance, installation, storage of the affected Products or, where no instructions are provided, your failure to follow good trade practice with respect to the same;

f)           The non-compliance has arisen as a direct result of any information (incorrect or otherwise) provided by you to Us;

g)          You have tampered with the Products or made any unauthorised alterations or repairs to the affected Products; or

h)          The non-compliance is the result of normal Wear and tear, deliberate damage, negligence, or abnormal or unsuitable working conditions.

1.2.4       The terms of this Part 14.2 shall also apply to any Products which are repaired or replaced by Us under Part 14.2.2.

1.2.5       Except as provided in this Part 14.2, We shall have no further liability to you with respect to Products which do not comply with Part 14.2.1.

1.2.6       To return Products to Us for any reason under this Part 14.2, please contact Us to arrange for a collection and return. 

1.2.7       Refunds (whether full or partial) under this Part 14.2 will be issued within 14 days of the day on which We agree that you are entitled to the refund.

1.2.8       Any and all refunds issued under this Part 14.2 will include all delivery costs paid by you when the Products Were originally purchased.

1.2.9       Refunds under this Part 14.2 will be made using the same payment method that you used when ordering the Products.

1.3           All electrical products We sell comply with applicable UK safety regulations and, where required, are UKCA or CE marked. Please read and follow any instructions or safety guidelines supplied with the products to ensure proper and safe use.