Refund and Cancellation Policy

What this policy covers

This policy applies to orders placed with [registered legal name not set] for charging equipment, installation packages and turnkey charging projects, whether ordered through this site or under an accepted quotation.

Equipment supplied as goods and work carried out at your site are treated differently throughout. Goods can usually be returned while they remain unused and resalable. Work that has already been performed cannot be un-performed, so cancellation of a project is settled by paying for the stage reached rather than by return.

Nothing in this policy limits any right you have under applicable law, or the equipment warranty, which is separate and described in our Terms of Service.

Cancelling before dispatch

An order for equipment can be cancelled at no charge at any time before it is dispatched. Email the order number and we will confirm the cancellation and refund the amount paid in full.

Once an order has been handed to the carrier it can no longer be cancelled, and is handled as a return under the next section.

Returning equipment

Equipment may be returned within 7 days of delivery provided it is unused, complete with all accessories, cables, documentation and original packaging, and in resalable condition.

Request a return before sending anything back so the goods can be booked in against your order. Items returned without a confirmed return reference cannot be traced to an order and may be refused.

Where a return is for reasons other than a fault or an error on our side, return freight is payable by you and a restocking charge of 15% of the invoiced value applies to goods that have been opened or are no longer in original packaging. Unopened goods returned within the window carry no restocking charge.

Where the return is because the item is faulty, damaged in transit, or not what was ordered, we arrange and pay for collection and no restocking charge applies.

What cannot be returned

The following are not returnable, because they cannot be restored to saleable condition or were produced specifically for you:

Equipment that has been installed, energised or commissioned. Custom, made-to-order or specially procured items, once procurement has begun. Cut-to-length cable and consumables. Civil, electrical and site works already carried out. Site surveys, design and load sanction work already delivered.

This does not affect your rights where such an item is faulty, which is dealt with under Faulty or damaged goods below.

Cancelling a turnkey or installation project

A project may be cancelled at any time by written notice. What is refundable depends on the stage reached at the date of notice, because materials and site work are committed progressively.

Before the site survey, the full amount paid is refunded. After the survey but before procurement, the survey and design fee is retained and the balance refunded. Once equipment or materials have been procured for your site, their cost is retained, less anything we can return to the supplier, and the balance is refunded. Once civil or electrical work has begun, work completed to date is chargeable and only the unused balance is refunded.

We will set out the stage reached and the resulting figure in writing before any deduction is applied.

Faulty or damaged goods

Check the packaging before accepting a delivery. Visible transit damage must be reported within 48 hours of delivery, with photographs of the packaging and the item, so the claim can be raised with the carrier while it is still admissible.

A fault found on installation or first use must be reported within 7 days of delivery. We will repair, replace or refund, and will tell you which applies after diagnosis.

A fault appearing after that period is handled under the equipment warranty rather than this policy. A warranty claim is normally resolved by repair or replacement rather than refund.

How refunds are issued

Refunds go back to the original payment method through the gateway used for the payment. We cannot redirect a refund to a different card, account or party.

An approved refund is initiated within 3 working days of approval. The gateway and your bank then add their own settlement time, typically 5 to 7 working days, over which we have no control. The date the refund reaches you is set by your bank, not by us.

Where an order was paid in part, only the amount actually received is refundable.

Partial refunds

Where an order is part-delivered or a project is part-completed, the refund covers the undelivered goods and the work not performed. Delivered goods that you keep, and work already carried out, remain payable.

Where a discount or package price applied to the order as a whole, the refund is calculated on the amounts actually invoiced for the returned items rather than on list price.

GST and credit notes

Where a tax invoice has been issued, a refund is accompanied by a credit note referencing the original invoice, as required under section 34 of the CGST Act. The credit note shows the GST adjustment so your input tax credit can be reversed correctly.

Our GSTIN is [GSTIN not set]. Please quote your own GSTIN on any refund request for a business purchase so the credit note can be raised correctly.

How to request a cancellation or refund

Write to [support email not set], or call [support phone not set], quoting the order or invoice number, what you want to cancel or return, and the reason.

We acknowledge requests within 2 working days and confirm the outcome, with any deduction itemised, before a refund is processed.

Postal address: [registered address not set].