Refund and Returns Policy

Draft: confirm change-of-mind return postage and any product-specific exceptions before publication.

About this policy

This policy covers consumers buying goods online from Electrical Xpress Limited. It does not limit your statutory rights. Business purchases may be governed by different terms.

Changing your mind

For most goods bought online, you can cancel without giving a reason. Tell us within 14 days after delivery, then return the goods within 14 days after telling us. Email info@electricalxpress.co.uk, call 020 8679 5522, or send a clear cancellation statement to our address below. Include your name and order details so we can identify the purchase.

Returning goods

Returns address: Electrical Xpress Limited, 1589–1591 London Road, Norbury, London, England, SW16 4AA.

[CONFIRM: who pays change-of-mind return postage. Disclose this before purchase, including any required cost estimate for goods that cannot normally be returned by post.]

You may inspect the goods as you would in a shop. Where permitted by law, a deduction may reflect loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. A cancellation is not automatically refused merely because packaging has been opened.

Refunds for cancellation

For a cancelled whole order, eligible refunds include the standard outbound delivery charge. We do not have to refund the additional cost of premium delivery. Refunds are made to the original payment method unless otherwise agreed, without a refund fee. We may withhold reimbursement until we receive the goods or evidence that they have been sent back, whichever is earlier. We will make reimbursement without undue delay and within the applicable statutory 14-day period.

Faulty, damaged or incorrectly described goods

Goods must meet the standards required by the Consumer Rights Act 2015. Consumers normally have a 30-day short-term right to reject faulty goods, subject to the statutory conditions. After that, rights to repair or replacement and, where the conditions are met, a price reduction or final rejection may apply. A manufacturer’s warranty does not replace these rights.

Contact us with your order details and a description of the problem. We will discuss the appropriate remedy and return arrangements. Necessary return costs for an established statutory faulty-goods remedy are our responsibility. Stop using an electrical product if you believe it is unsafe.

Exceptions and sale items

Some goods are excluded from change-of-mind cancellation by law, for example genuinely personalised goods and certain sealed goods once unsealed. [CONFIRM the specific exceptions relevant to the catalogue and explain them before purchase.] Such exceptions do not remove rights relating to faulty goods. Sale items have the same statutory rights as full-price items.

Optional cancellation form

To Electrical Xpress Limited, 1589–1591 London Road, Norbury, London, England, SW16 4AA; info@electricalxpress.co.uk:

I/we give notice that I/we cancel my/our contract for the following goods: ____.
Ordered on/received on: ____.
Name: ____.
Address: ____.
Signature (paper forms only): ____.
Date: ____.

You do not have to use this form. Any clear cancellation statement is sufficient.

Company and contact details

Electrical Xpress Limited. Company number: 06856280. VAT registration number: 948 630 004. Registered office: 1589–1591 London Road, Norbury, London, England, SW16 4AA. Telephone: 020 8679 5522. Email: info@electricalxpress.co.uk.