PowerEX EV – Refunds, Returns & Cancellations Policy

3. Scope of This Policy

This Policy applies to:

• Online and offline purchases of EV chargers
• Installation-only bookings
• Product‑and‑installation bundles
• Commercial and residential customers (unless a separate contract overrides this Policy)

This Policy does not apply to:

• Third‑party purchases (e.g., Amazon, wholesalers)
• Products installed or modified by non‑approved installers
• Bespoke commercial contracts with negotiated terms

4. Refunds & Returns for EV Charger Products

4.1 Faulty or Defective Products

If a product is faulty upon delivery or develops a fault within 30 days:

• You are entitled to a full refund, repair, or replacement.
• PowerEX EV will arrange collection or provide a prepaid return label.
• Fault verification may require diagnostic testing.

4.1.1 Faults After 30 Days

After the initial 30‑day period:

• You may be entitled to a repair or replacement under the manufacturer’s warranty.
• PowerEX EV will assist with warranty claims but cannot guarantee manufacturer decisions.

4.1.2 Exclusions

Refunds or replacements will not be provided if:

• The product was damaged due to misuse, incorrect installation, or unauthorised modification.
• The product was exposed to unsuitable environmental conditions (e.g., water ingress due to improper mounting).

4.2 Change‑of‑Mind Returns

Under the Consumer Contracts Regulations:

• You may return unused products within 14 days of delivery.
• Products must be unopened, unused, and in original packaging.
• A refund will be issued minus outbound and return shipping costs.

4.2.1 Opened or Installed Products

Once a product has been:

• Unboxed
• Installed
• Used
  …it is no longer eligible for a change‑of‑mind refund.

4.3 Product Condition Requirements

Returned products must:

• Include all accessories, manuals, and packaging
• Be free from cosmetic damage
• Be in resaleable condition

Failure to meet these conditions may result in:

• A partial refund, or
• A refusal of the return

5. Installation Services

5.1 Pre‑Installation Cancellations

You may cancel installation services:

• More than 48 hours before the appointment → No charge
• Within 48 hours → A cancellation fee may apply (to cover labour allocation, scheduling, and travel planning)

If a site survey identifies additional work and you choose not to proceed:

• You may cancel and receive a refund for the installation portion only
• Any bespoke materials already purchased may be deducted from the refund

5.2 Installation Day Requirements

Customers must ensure:

• Safe and unobstructed access to the installation area
• Availability of the property owner or authorised representative
• That the electrical system meets minimum safety standards

If installation cannot proceed due to customer‑related issues:

• A call‑out fee may apply
• The installation may need to be rescheduled

5.3 Post‑Installation Refunds

Once installation has been completed:

• Installation fees are non‑refundable, as the service has been delivered
• If installation workmanship is defective, PowerEX EV will rectify the issue under our installation warranty

Refunds for installation services will only be considered if:

• The service was not delivered as agreed
• PowerEX EV is unable to complete the installation due to our own limitations

6. Combined Product & Installation Packages

6.1 Before Installation

If you cancel before installation:

• The product refund terms in Section 4 apply
• Installation fees will be refunded unless within the 48‑hour cancellation window

6.2 After Installation

If installation has already taken place:

• Installation fees are non‑refundable
• Product refunds follow Section 4, but removal of the charger is not included

If removal is requested:

• A de‑installation fee will apply

7. Warranty Claims

7.1 Manufacturer Warranty

Most chargers include a 3 year manufacturer warranty.
Warranty coverage typically includes:

• Manufacturing defects
• Internal component failures
• Software malfunctions

Warranty does not cover:

• Damage caused by improper installation by non‑approved installers
• Environmental damage (flooding, fire, vandalism)
• Wear‑and‑tear items such as cables

7.2 PowerEX EV Support

PowerEX EV will:

• Assist in submitting warranty claims
• Provide diagnostic support
• Liaise with the manufacturer on your behalf

However:

• Final decisions rest with the manufacturer
• Replacement times may vary

8. Return & Refund Process

8.1 Step‑by‑Step Procedure

1. Contact PowerEX EV Support with proof of purchase
2. Provide photos, videos, or descriptions of the issue
3. Receive return authorisation and instructions
4. Return the product using approved shipping methods
5. Product inspection (typically 3–5 business days)
6. Refund issued within 7–10 business days after inspection

8.2 Inspection Outcomes

• Approved → Full or partial refund issued
• Rejected → Product returned to customer (shipping fees may apply)

9. Non‑Refundable Items

The following items cannot be refunded:

• Installed or used EV chargers (unless faulty)
• Installation services already completed
• Custom‑ordered equipment
• Special‑order commercial hardware
• Accessories damaged by the customer
• Software licences or activation fees

10. Compliance With UK Law

This Policy complies with:

• Consumer Rights Act 2015
• Consumer Contracts Regulations 2013
• Supply of Goods and Services Act 1982

Where statutory rights exceed the terms of this Policy, statutory rights will apply.

11. Contact Information

PowerEX EV – Customer Support
Customerservices@powerexev.co.uk