Returns Policy

*Last updated: July 2026*

1. Consumer Returns (Retail / B2C)

Private customers may return unused products in original, undamaged packaging within 14 calendar days of delivery, in line with standard UK distance-selling practice. This is separate from, and does not reduce, any statutory right of withdrawal you have under UK consumer protection law.

2. Business Returns (Trade / B2B)

Trade account returns follow the terms agreed at account setup. Where no specific terms have been agreed, the Consumer Returns window and process (Section 1) applies as a default, except for special orders and non-returnable items (Sections 7–8).

3. Return Authorisation

Contact Customer Support with your order number and reason for return before sending anything back. We will confirm eligibility and provide return instructions — do not send a return without authorisation, as unauthorised returns may be delayed in processing.

4. Incorrect Products

If you received a different product from what you ordered, contact us within 14 days of delivery. We will arrange collection of the incorrect item and dispatch of the correct one at no additional cost to you.

5. Damaged Products

Products that arrive damaged should be reported per our Shipping Policy (Section 15) — ideally noted on the delivery paperwork at the time, or within 48 hours otherwise. Damaged-on-arrival items are replaced or refunded, not treated as a standard change-of-mind return.

6. DOA (Dead on Arrival)

Electronic equipment (inverters, batteries, monitoring hardware, EV chargers) that fails to power on or function correctly on first installation should be reported within 14 days of delivery as a suspected DOA unit, separate from a general warranty claim. Report the fault, order number and product SKU to Customer Support — DOA units are typically replaced rather than routed through a repair-first warranty process, subject to the manufacturer's own DOA policy for that product line.

7. Special Orders

Products ordered specifically for you outside our standard catalogue (e.g. a SKU sourced on request from a supplier we don't normally stock) are non-returnable except where faulty, since they cannot be returned to general stock. This will be flagged to you at the time of ordering.

8. Opened Products

Products that have been installed, wired in, or removed from original manufacturer packaging are not eligible for change-of-mind return, except where faulty — once installed, a product cannot be resold as new stock. This applies in particular to cable cut to length, connectors crimped/assembled, and any inverter or battery that has been commissioned.

9. Non-Returnable Products

The following are not eligible for change-of-mind return under any circumstances:

• Special/custom orders (Section 7).
• Products with broken safety seals or removed installation packaging (Section 8).
• Cable sold and cut to a custom length.
• Any product explicitly marked "non-returnable" on its product page at the time of order.

10. Restocking Fees

Standard change-of-mind returns within the eligible window are not subject to a restocking fee provided the item is unused and in original packaging. A restocking fee may apply where packaging is damaged or incomplete, at a rate confirmed to you before the return is processed — never deducted without prior notice.

11. Refund Process

Once a return is received and inspected, refunds are issued to the original payment method. Outbound delivery cost is refunded only where the return is due to our error or a product fault; for change-of-mind returns, the customer bears return shipping cost unless otherwise agreed at authorisation.

12. Replacement Process

Where a replacement is agreed (faulty item, DOA, or incorrect product), we aim to dispatch the replacement once the original return is confirmed as being on its way back to us, rather than waiting for physical receipt — this reduces the customer's downtime, particularly for installer-critical components. Exceptions apply for high-value items pending fraud/misuse checks.