Plugsol Ltd – Returns & Refunds Policy

1. Your Right to Cancel (Statutory Cancellation Rights)

If you purchased a product through www.plugsol.co.uk, you have the right to cancel your order within 14 calendar days of receiving the goods, without giving any reason.

To exercise this right, you must notify us by email at hello@plugsol.co.uk within the 14-day period. We will then provide full return instructions.

Once we receive the returned goods, or acceptable evidence that you have sent them back, we will issue a full refund, including standard delivery charges (but not any upgraded delivery options), within 14 days.

Items must be returned in undamaged condition. If any goods are missing or returned damaged, Plugsol Ltd reserves the right to deduct an appropriate amount from your refund.

You are responsible for the cost of returning the goods unless they are faulty or not as described.

2. Faulty Goods

If your product is faulty or not as described, you are entitled to a full refund if you report the issue within 30 days of delivery.

To report a fault, email hello@plugsol.co.uk with:

• proof of purchase;
• a detailed description of the issue.

We will then offer either a refund or a replacement.

If your item becomes faulty after 30 days but within 6 months of delivery, you may still be entitled to a repair or replacement under the Consumer Rights Act 2015.

3. Goodwill Returns (30-Day Policy)

In addition to your statutory rights, Plugsol Ltd offers a 30-day goodwill return policy for items purchased through www.plugsol.co.uk. This allows you to return an item for any reason within 30 days of delivery.

Conditions:

• The product must be in resalable condition (clean, undamaged, and without excessive signs of use).
• Items may be opened or lightly used, but must be returned complete with all original accessories and parts.
• Products should be returned in original packaging or equivalent protective packaging.
• Items must be securely packaged to prevent damage in transit.

Return shipping costs for goodwill returns are the responsibility of the customer unless the item is faulty or not as described.

We strongly recommend using a tracked and insured postal service.

4. Return Process

To initiate a return:

1. Email hello@plugsol.co.uk with your order number, proof of purchase and reason for return.
2. Our Customer Support Team will assess your request and, if eligible, issue a return authorisation email with full instructions.
3. Do not send any items back before receiving approval.
4. Clearly mark the return authorisation number on the outside of the package.
5. Include a copy of your proof of purchase inside the package.
6. All returns must be shipped within 14 days of receiving return approval.

5. Shipping & Return Costs

Statutory cancellations (within 14 days):

• Standard delivery charges will be refunded.
• Return shipping costs are the customer’s responsibility unless the product is faulty or not as described.

Faulty returns:

• All shipping costs (both ways) will be covered by Plugsol Ltd.

Goodwill returns (30-day policy):

• Return shipping costs are the customer’s responsibility.

Returns may be sent via DPD UK, Royal Mail, UPS, or other reputable carriers.

Estimated return shipping costs (guidance only):

• Plugsol 360W – approx. £18
• Plugsol 710W – approx. £21

Costs may vary depending on carrier and service.

6. Refund & Replacement Timeframes

• Cancelled orders: Refund within 7 business days if the order has not yet shipped.
• Returns (faulty or goodwill): Refunds issued within 14 business days after we receive the returned product or acceptable proof of return.
• Replacements: Shipped within 7 business days, subject to availability.

7. When Returns May Be Rejected

Plugsol Ltd reserves the right to refuse a return if:

• The issue was not reported within the applicable timeframe.
• The return was not pre-approved by our Customer Support Team.
• The product is returned without proof of purchase or outside the 14-day window after approval.
• The product is incomplete, damaged due to misuse, or shows signs of tampering.
• Damage was caused by third-party accessories, unauthorised repairs, or external factors such as flooding, fire or impact.

8. Contact Us

For any questions or to start a return, please contact: hello@plugsol.co.uk