Refund policy

Electricals Online Returns & Refunds Policy

Last Updated: September 2026

At Electricals Online, we aim to provide excellent customer service and a fair, transparent returns process. This policy explains your rights and our procedures for returning products purchased through our website for delivery within the United Kingdom.

Nothing in this policy is intended to exclude or limit your statutory rights under applicable UK consumer law.

Important Notice: This policy should be read alongside the Electricals Online Terms & Conditions of Sale. In the event of any conflict, customers' statutory rights under applicable UK consumer protection legislation shall prevail.

 

1. Your Statutory Rights

If you are purchasing as a consumer, your rights are protected by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. These rights include:

• The right to cancel most online purchases within 14 days of receiving the goods.
• Rights relating to goods that are faulty, damaged, not fit for purpose, or not as described.

Nothing in this policy affects those statutory rights.

 

Where a valid statutory cancellation right applies, Electricals Online will refund:

• The purchase price of the goods; and
• The cost of the standard outbound delivery service originally selected.

If a premium or enhanced delivery option was selected, we will refund only the equivalent cost of our standard delivery service (currently £9.95)

Refunds will normally be processed within 14 days of receiving the returned goods or receiving satisfactory evidence that they have been returned.

 

 

2. Our 30-Day Free Returns Promise

In addition to your statutory rights, Electricals Online offers a 30-day free returns policy on eligible products.

Products may be returned within 30 calendar days of delivery provided they:

• Are unused.
• Are unopened.
• Are undamaged.
• Remain in a fully resaleable condition.
• Are returned in their original manufacturer packaging.
• Include all accessories, manuals, fittings, and components supplied.

Where these conditions are met, Electricals Online will provide a refund of the product purchase price in accordance with this policy.

Please note, shipping fees will not be refunded. In addition to this, if you were not charged for shipping when placing the order, we will take £9.95 off of your refund.

This 30-day returns promise is offered voluntarily and is in addition to your legal rights.

 

 

3. Products Excluded from the 30-Day Free Returns Promise

The following products are excluded from our voluntary free returns offer unless they are faulty, damaged, or supplied incorrectly.

Oversized, Ugly Freight and Pallet Deliveries

This includes, but is not limited to:

• Pallet deliveries (solar panels, battery storage, storage heaters, water heaters, etc.)
• Oversized consignments (5ft+ light fittings, EV charger mounting posts, etc.)
• Long-length products.
• Cable drums.
• Heavy or specialist transport items.
• Any item designated by Electricals Online as Ugly Freight.

These products are not eligible for our free 30-day returns service.

Returns may be accepted at our discretion and may be subject to collection, transportation, handling, and supplier charges. For more information please contact us using our contact form.

Special Order and Non-Standard Products

Unless faulty, damaged, or incorrectly supplied, we may refuse returns for:

• Special-order items.
• Non-stock products sourced specifically for a customer.
• Bespoke or customised products.
• Cut-to-length products (cable, led strip, etc.)
• Products manufactured to customer specification.

 

 

4. Cancelling an Online Order Within 14 Days

Under UK consumer law, customers generally have the right to cancel most online purchases within 14 days of receiving the goods.

To exercise this right:

1. Notify Electricals Online within 14 days of receiving the goods.
2. Return the goods within 14 days of notifying us.

Customers may inspect products as they would in a retail store. However, products must not be installed, connected, modified, damaged, or used beyond what is necessary for inspection.

If returned goods show signs of excessive handling resulting in diminished value, Electricals Online may make a lawful deduction from the refund where permitted by law.

 

 

5. Faulty, Damaged or Incorrectly Supplied Goods

Customers should inspect all deliveries promptly upon receipt.

If goods are:

• Faulty.
• Damaged in transit.
• Not fit for purpose.
• Not as described; or
• Incorrectly supplied,

please contact us within 24 hours.

Where a claim is accepted under the Consumer Rights Act 2015, Electricals Online will provide an appropriate remedy which may include:

• Repair.
• Replacement.
• Refund; or
• Price reduction.

Reasonable return costs for faulty, damaged, or incorrectly supplied products will be borne by Electricals Online.

 

 

6. Return Authorisation Process

All returns require prior authorisation from Electricals Online.

To request a return, customers must contact our Customer Services team and provide:

• Order number.
• Product details.
• Reason for return.
• Photographs where appropriate.

Unauthorised returns may be refused and returned to the sender. Please do not send any goods back to our billing address, or send any unauthorised returns whatsoever, please wait for our team to approve your return request and follow the steps outlined by our team.

 

 

7. Return Label Timescale

Where a return has been approved and a prepaid return service applies under this policy, Electricals Online will normally issue a free returns label by email within 2 working days of receiving all information required to process the request.

During exceptionally busy periods, this may take up to 5 working days.

Please note, our returns labels are from Evri and are to be printed yourself, we do not provide QR codes, and you cannot print these labels at the Evri Parcelshop or Post Office.

Customers should not return goods until they have received a Returns Authorisation Number (RAN) if required as well as any applicable return instructions.

 

 

9. Order Cancellation Requests

Orders Not Yet Dispatched

Customers wishing to cancel an order should contact Electricals Online as soon as possible.

Where an order has not been picked, packed, or dispatched, we will normally:

• Acknowledge and confirm the cancellation request within 1 working day; and
• Process any refund due within 3 working days of cancellation approval.

Refunds may take additional time to reach the customer's account depending on the payment provider, bank, or card issuer, once we have completed the refund on our side we have done our part and it will then be between you and your bank.

Orders Already Dispatched

If an order has already been dispatched when a cancellation request is received, we may be unable to stop the shipment.

In such circumstances, customers may be required to either refuse the goods, or receive the goods and follow the applicable returns procedure detailed in this policy.

Orders in Transit

Where goods are in transit, Electricals Online may attempt to intercept, stop, or redirect the shipment. However, this cannot be guaranteed.

 

 

10. Delivery Charges

Except where UK law requires otherwise:

• Original delivery charges are non-refundable.
• Premium delivery upgrades are non-refundable.
• Remote area surcharges are non-refundable.
• Site delivery charges are non-refundable.
• Timed delivery charges are non-refundable.
• Specialist transport, lifting or crane service charges are non-refundable.

Where a customer exercises a valid statutory cancellation right, Electricals Online will refund the cost of standard delivery as required by law.

 

 

11. Return Shipping, Handling and Restocking Charges

Statutory Consumer Cancellations

No administration, handling or restocking fee will be charged where a customer exercises their statutory cancellation rights within the applicable legal cancellation period.

Voluntary Returns Outside Statutory Rights

Where Electricals Online accepts a return outside statutory consumer rights, we reserve the right to deduct reasonable costs incurred, including:

• Collection charges.
• Return freight charges.
• Supplier handling charges.
• Suppliers return charges.
• Restocking charges imposed by manufacturers or distributors.

Any applicable deductions will be advised before the return is authorised.

 

 

12. Refund Processing

Once returned goods have been received and inspected, any approved refund will normally be processed within 14 days.

Refunds will be made using the original payment method unless otherwise agreed.

Electricals Online reserves the right to withhold refunds until returned goods have been received and inspected where permitted by law.

 

 

13. Business Customers

The statutory cancellation rights described in this policy apply only to consumers.

Customers purchasing wholly or mainly for business purposes may not be entitled to the same cancellation rights and may be subject to separate terms and conditions.

 

 

14. Contact Us

For all return, refund and cancellation enquiries, please contact hello@electricalsonline.co.uk, or use the contact form on our website.