Returns & Refunds

Your Right to Return

You have 14 days from the date you receive your order to change your mind and request a return. This is your statutory right for goods purchased online (distance selling).

To start a return, contact us within 14 days of receiving your order. You then have a further 14 days to send the item back to us.

[SOLICITOR — This section must comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.]

How to Return an Item

1. Contact us via our support page, by phone, or by email to let us know you’d like to return an item.
2. We will confirm the return and provide a returns reference number and the return address.
3. Pack the item securely in its original packaging if possible.
4. Post the item back to us using a tracked delivery service. You are responsible for return postage costs unless the item is faulty.
5. Once we receive and inspect the item, we will process your refund.

Condition of Returned Items

Items must be returned in their original condition — unused, undamaged, and in the original packaging where possible. We may reduce your refund if the item shows signs of use, damage, or missing packaging beyond what is necessary to inspect the product.

Refund Timescales

We will process your refund within 14 days of receiving the returned item. Refunds are issued to the original payment method. Please allow 3–5 working days for the refund to appear in your account after it has been processed.

Faulty Items

If you receive a faulty item, please contact us as soon as possible. You are entitled to a full refund, replacement, or repair depending on when the fault is reported:

• Within 30 days of delivery: full refund
• Within 6 months of delivery: repair or replacement (refund if neither is possible)
• After 6 months: you may need to demonstrate the fault was present at the time of delivery

We will cover the return postage costs for faulty items.

[SOLICITOR — Confirm this aligns with Consumer Rights Act 2015 requirements for faulty goods (30-day short-term right to reject, 6-month repair/replace presumption, up to 6 years for latent defects).]

Items That Cannot Be Returned

The following items cannot be returned unless faulty:

• Cable cut to a custom length (made to your specification)
• Items that have been installed, wired into a system, or show signs of electrical connection
• Items with broken safety seals where the seal was clearly marked

[SOLICITOR — Confirm these exclusions are enforceable under UK distance selling regulations.]

Exchanges

We do not currently offer direct exchanges. If you need a different product, please return the original item for a refund and place a new order.