Refund policy

Return & Refund Policy

Returns and Refunds

We want you to be happy with your purchase from Plug In Solar Batteries. This policy explains your rights to cancel an order, return products and request a refund.

Plug In Solar Batteries is operated by Certus Energy Limited.

Cancelling an order

If you are a consumer purchasing online, you normally have the right to cancel your order within 14 days of receiving your goods, without giving a reason, in accordance with the Consumer Contracts Regulations 2013.

To exercise your right to cancel, please contact us within the 14-day cancellation period and clearly tell us that you wish to cancel your order.

After notifying us of your cancellation, you must return the goods to us within 14 days, unless we have agreed to arrange collection.

Returning unwanted products

Products should be returned complete and, where reasonably possible, in their original packaging with all accessories, manuals, cables and other supplied items.

You may inspect products as you would reasonably be able to in a shop. If a product has been handled beyond what is necessary to establish its nature, characteristics and functioning, we may make an appropriate deduction from the refund to reflect any reduction in value, where permitted by law.

Please contact us before returning any product so that we can provide the appropriate return instructions and address. Do not send products to our registered office unless we specifically instruct you to do so.

Return delivery costs

Where you are returning an unwanted product under your cancellation rights, you are responsible for the direct cost of returning the goods to us, unless we agree otherwise.

Some of our home batteries and solar products are large and heavy and may require a specialist or pallet collection rather than a standard parcel service. Please contact us before arranging a return. Where requested, we may be able to arrange collection on your behalf and advise you of the collection cost before arranging it.

This does not affect your rights where goods are faulty, damaged, misdescribed or otherwise not in conformity with the contract.

Faulty or damaged products

If your product arrives damaged, is faulty, is not as described or develops a fault, please contact us as soon as possible with your order details and, where appropriate, photographs or other information that helps us assess the issue.

Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy. Where applicable, we will arrange an appropriate remedy, which may include repair, replacement or refund.

If goods are being returned because they are faulty, damaged or not as described, we will bear reasonable return costs where required by law.

Damaged deliveries

Please inspect your delivery as soon as reasonably possible. If there is visible damage to the packaging or product, please photograph it before unpacking and contact us promptly.

Reporting transit damage promptly helps us resolve the issue with our delivery partners, but this does not reduce your statutory rights.

Refunds

Once returned goods have been received and assessed, we will process any refund due to the original payment method.

Where you exercise your statutory right to cancel the whole order, we will also refund the standard outbound delivery charge you paid, if applicable. If you selected a more expensive delivery option than our least expensive standard delivery service, we are not required to refund the additional delivery cost.

Refunds will be made within the time limits required by applicable consumer law. We may withhold reimbursement until we have received the goods back or you have supplied evidence that you have returned them, whichever occurs first.

Manufacturer warranties

Some products are also supplied with a manufacturer's warranty. Warranty periods and terms vary by product and manufacturer.

A manufacturer's warranty is provided in addition to, and does not replace or limit, your statutory consumer rights.

Business customers

Statutory consumer cancellation rights generally apply to consumers rather than purchases made wholly or mainly for business purposes. If you are purchasing on behalf of a business, please contact us if you need to discuss returns before placing your order.

How to request a return

To request a cancellation, return or report a problem with your order, please contact us using the contact details shown on our website and include your order number and details of the product concerned.

This policy does not affect your statutory rights.