SolarPlug Returns & Refunds Policy

Last updated: 28 August 2026
 

1. Your legal right to cancel (change of mind)

If you're a consumer ordering online, you have the right to cancel your order and receive a full refund within 14 days of receiving your goods, without giving a reason, under the Consumer Contracts Regulations 2013. To cancel:

• Tell us within 14 days of delivery, by emailing info@gosolarplug.com with your order number (any clear statement that you wish to cancel is enough).

• Once you've told us, you then have 14 days to send the goods back to us.

• Goods should be returned unused, uninstalled, and in their original packaging where possible, with all accessories and documentation.

• You are responsible for the cost of returning goods, unless we delivered the wrong item or it is faulty.

• We may make a deduction from your refund if the goods show signs of use beyond what's needed to check them.

2. Refunds

Once we receive your returned goods (or evidence that you've sent them), we'll process your refund within 14 days, to your original payment method. We refund the standard delivery charge in full for a full-order cancellation; we do not refund any premium or express delivery charge above our standard rate.

3. Faulty or misdescribed goods

If a product is faulty, not as described, or not fit for purpose, you have rights under the Consumer Rights Act 2015:

• Within 30 days of delivery: you can reject the item for a full refund.

• After 30 days: we will usually offer a repair or replacement first; if that isn't possible, or doesn't fix the problem within a reasonable time, you're entitled to a refund (which may be reduced to reflect any use you've had of the item if it's been more than 6 months) or a price reduction.

Contact us at info@gosolarplug.com with your order number, a description of the fault, and photos where possible, and we'll advise on next steps — including arranging collection or covering return costs, since this isn't a change-of-mind return.

4. Items excluded or subject to conditions

• Your 14-day right to cancel still applies even if you've started installing the product. However, if installing or wiring it in means we can no longer resell it as new, we may deduct the full value from your refund to reflect that loss — so it's best to cancel before installing wherever possible. This doesn't affect your rights for faulty goods.

• Custom-made, bespoke, or made-to-order items (if any) are excluded from the 14-day change-of-mind right, unless faulty.

• Please check your order carefully on delivery and report any transport damage as set out in our Delivery & Shipping Policy.

5. How to start a return

Email info@gosolarplug.com with your order number and the reason for return. We'll confirm the return address and process — please don't send items back without contacting us first, as some products are shipped directly from our fulfilment partner HDM Wholesale and may need to be returned to a different location.

For large or bulky items (such as solar panels or full kits) that aren't practical to post, we'll help arrange a suitable collection or return method. For a change-of-mind return, you'll be responsible for the reasonable cost of this; if the item is faulty or was sent in error, we'll cover it.

6. Your statutory rights

Nothing in this policy affects your statutory rights as a consumer.