Returns and Refunds

We want you to end up with the right part. If something is not right, this page explains exactly what happens, in plain terms. Nothing here reduces your legal rights.

Your 30 day return window

You may return most items within 30 days of delivery for a full refund. This is longer than the 14 day minimum we are required to offer, and it runs from the day the goods arrive, not the day you ordered.

To be refunded in full, items should come back in a resaleable condition with their original packaging and accessories. You are welcome to inspect and test an item as you would in a shop. If an item has been used beyond that, we may reduce the refund to reflect the loss in value, which the Consumer Contracts Regulations 2013 permit us to do.

If your order does not arrive

If you have not received your order within 14 days of dispatch, contact us and we will refund or replace it in full. You do not need to chase the carrier yourself and you do not need to wait any longer than that. We handle the claim with the carrier at our end.

For pallet deliveries of heavy items such as battery storage, carports and DC chargers, the 14 day period runs from the date we confirm the delivery booking with you.

Your statutory cancellation right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel a distance purchase within 14 days of receiving the goods, for any reason at all, and return them within a further 14 days. Our 30 day window sits on top of this right rather than replacing it.

Faulty or misdescribed goods

Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. If they are not:

Within 30 days of delivery you have the short term right to reject the goods for a full refund.
Between 30 days and 6 months we will repair or replace the item. If that fails, you are entitled to a refund.
After 6 months the manufacturer warranty stated on the product page applies. Most charging hardware carries three to five years, and battery storage carries ten.

We pay return carriage on anything faulty, including collection of heavy items.

Items we handle differently

Tyres that have been fitted. Once a tyre has been mounted and driven on it cannot be resold, so we cannot accept it back unless it is faulty. Unfitted tyres return normally.
Installed charge points and energy hardware. Once a unit has been wired in and commissioned it is no longer new. If it develops a fault we deal with it under warranty rather than as a return.
Made to order wheel and tyre packages built to your vehicle specification, and cable cut to a length you specified. These are bespoke goods and are exempt from the statutory cancellation right, though your rights over faulty goods are unaffected.
Special order and bulk trade items brought in specifically for you. We will always tell you before you order if an item falls into this category.

How to return something

Email us with your order number and what you would like to do. A photograph helps if something is damaged.
We will send you a returns reference and the address to send to. Please do not send anything back before you have that reference, as unlabelled returns are difficult to match to an order.
For anything heavy or palletised we arrange collection rather than asking you to post it.

Return postage on a change of mind return is yours to cover. Return postage on anything faulty, damaged or wrongly supplied is ours.

When you get your money back

We refund within 14 days of receiving the goods back, or of you proving you have sent them, whichever is sooner. Refunds go to the original payment method. We refund the standard delivery charge paid on the outbound order; if you chose an upgraded delivery service we refund the standard rate rather than the upgrade.

Business and trade orders

Orders placed by a business are not covered by the consumer regulations above. Trade returns are accepted within 30 days by agreement and may carry a restocking charge on special order items. Faulty goods are covered by the manufacturer warranty in every case.