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At Order Electrical, we are committed to providing quality products and excellent customer service. If you need to return an item, we aim to make the process as simple and efficient as possible.
Please read the following policy carefully before arranging a return.
If you wish to return an item that is no longer required, you must notify us within 30 days of receiving your order.
To be eligible for a return, goods must:
Returned products should be packaged securely using suitable outer packaging. Please do not attach courier labels or tape directly to the manufacturer's packaging, as this may reduce the value of any refund.
Goods must be returned within 14 days of notifying us of your intention to return.
A completed Returns Authorisation must accompany all returns. Please contact our Customer Services team at sales@orderelectrical.co.uk to request a Returns Authorisation Code (RAC) and Returns Form before sending any goods back.
Returns received without prior authorisation may be refused or delayed.
Unless the goods are faulty or supplied in error, customers are responsible for the cost of returning items to Order Electrical. We recommend using a tracked and insured delivery service, as goods remain your responsibility until safely received by us.
All returned goods are inspected upon receipt.
Provided the goods meet the conditions of this policy, refunds will be processed using the original payment method.
Refunds will normally be issued:
If returned goods are not in a resaleable condition, we reserve the right to reduce the refund to reflect any loss in value or, where appropriate, refuse the return and return the goods to the customer.
A reasonable handling or restocking charge may apply to certain returned items where this has been advised prior to acceptance of the return.
The following items are generally non-returnable unless they are faulty or supplied incorrectly:
Acceptance of returns for these products is entirely at the discretion of Order Electrical.
If you believe an item is faulty, please contact us as soon as the fault becomes apparent.
Depending on the product, we may ask you to:
Faulty goods must not be dismantled, modified or repaired by anyone other than the manufacturer or an authorised repair agent, as this may invalidate any warranty.
Following inspection, and where a fault is confirmed, Order Electrical will, at its discretion and in accordance with your statutory rights:
Items found not to be faulty may be returned to the customer, and inspection or carriage charges may apply.
Please inspect all deliveries immediately upon receipt.
Any damaged, missing or incorrectly supplied goods must be reported within 48 hours of delivery.
To help us process your claim quickly, we may request:
Failure to notify us within this period may affect our ability to pursue a claim with the carrier.
Where goods have been supplied incorrectly or have been damaged during transit, Order Electrical will arrange replacement goods or an appropriate remedy as quickly as reasonably possible.
Before returning any item, you must obtain a valid Returns Authorisation Code (RAC).
Returns should be sent carriage paid unless we have agreed to arrange collection.
Please ensure:
Order Electrical cannot accept responsibility for goods lost or damaged whilst being returned by the customer.
Where stock is available, exchanges may be arranged following receipt and inspection of the original goods.
Any additional carriage charges or price differences will be advised before dispatch.
If you are purchasing as a consumer online or by telephone, you may have the right to cancel your order under the Consumer Contracts Regulations.
You have the right to cancel your order within 14 days of receiving your goods without giving a reason.
Returned goods must be in accordance with the conditions set out in this Returns Policy. Certain products, including bespoke items, cut cable and other made-to-order goods, are exempt from cancellation rights.
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.
Unless otherwise agreed in writing, orders placed by business customers are not supplied on a sale-or-return basis.
Acceptance of returns for correctly supplied goods is entirely at the discretion of Order Electrical and may be subject to handling or restocking charges.
If you need to arrange a return or have any questions regarding this policy, please contact our Customer Services team before returning any goods.
Email: sales@orderelectrical.co.uk
Our team will be happy to assist with returns, warranty enquiries and replacement requests.