Return & Refund Policy

Last updated: 29 August 2026

At ELECTROPLANET LTD, we want you to be satisfied with your purchase. This Return & Refund Policy explains how returns, refunds, cancellations, and faulty or damaged products are handled when you purchase from our website, https://electro-planet.com.

Your statutory rights as a UK consumer are not affected by this policy.

1. About Us

ELECTROPLANET LTD
📍 Flat 1, 9 Steade Road, Sheffield, S7 1DS, United Kingdom
🌐 https://electro-planet.com
📧 sales@electro-planet.com
📞 07516984169

2. Your Right to Cancel

If you purchase products from us online, you may generally have the right to cancel your order under the Consumer Contracts Regulations 2013.

Subject to applicable legal exceptions, you may cancel your purchase within 14 days of receiving the goods without giving a specific reason.

After notifying us of your cancellation, you generally have a further 14 days to return the goods.

Some products may be excluded from cancellation rights where permitted by law, including certain personalised, sealed, or hygiene-sensitive products once the relevant seal has been broken.

3. How to Request a Return

To request a return or cancellation, please contact us using the details provided in the Contact Us section.

Please provide:

  • Your full name

  • Order number

  • Product details

  • Reason for the return, where applicable

  • Preferred contact details

We will provide you with the relevant return instructions.

Please do not send products to us without first contacting our customer service team, as this may delay the processing of your return.

4. Condition of Returned Products

Where you are exercising your statutory cancellation rights, you may handle the goods only as much as reasonably necessary to establish their nature, characteristics, and functionality.

If the product has been handled beyond what is reasonably necessary and its value has been reduced as a result, we may be entitled to make a deduction from the refund where permitted by law.

Where possible, please return products with:

  • Original packaging

  • All accessories

  • Manuals and documentation

  • Cables and chargers supplied with the product

  • Any included promotional items

  • Proof of purchase

This does not affect your statutory rights where a product is faulty, damaged, incorrectly supplied, or not as described.

5. Faulty, Damaged, or Incorrect Products

If you receive a product that is:

  • Faulty

  • Damaged on arrival

  • Incorrectly supplied

  • Missing essential components

  • Not as described

please contact us as soon as reasonably possible.

We may request photographs, videos, or other information to help us assess the issue.

Depending on the circumstances and your legal rights, we may offer a:

  • Repair

  • Replacement

  • Refund

  • Price reduction

  • Other appropriate remedy

Nothing in this policy limits your rights under applicable UK consumer protection legislation.

6. Refunds

Once we have received the returned product and completed any necessary checks, we will process your refund where you are entitled to one.

Where you exercise your statutory cancellation rights, refunds will generally include the standard delivery charge paid when the original order was placed.

If you selected a more expensive delivery option than the least expensive standard delivery method we offered, we may only be required to refund the cost of the standard delivery service.

Refunds will normally be made using the original payment method, unless otherwise agreed with you.

7. When Refunds May Be Deducted

Where permitted by law, we may make a reasonable deduction from a refund if goods have been handled beyond what is necessary to establish their nature, characteristics, and functionality and their value has consequently been reduced.

We will not make deductions where prohibited by applicable law.

For faulty or incorrectly supplied products, any remedy will be handled in accordance with your statutory rights.

8. Return Delivery Costs

If you are cancelling an order under your statutory cancellation rights, you may normally be responsible for the direct cost of returning the goods unless:

  • We have agreed to cover the return cost; or

  • The product was faulty, damaged, incorrectly supplied, or otherwise does not conform to the contract.

Where a product is faulty, damaged, or incorrectly supplied, please contact us before returning it so that we can provide appropriate instructions.

9. Exchanges

We may offer exchanges for selected products where appropriate and subject to availability.

An exchange is not intended to replace or restrict any statutory rights you may have.

If the replacement product is unavailable, we may offer an alternative remedy, including a refund where required by law.

10. Warranty Claims

Some products may be supplied with a manufacturer’s warranty.

Warranty periods and conditions vary depending on the manufacturer and product.

If you believe your product has developed a fault during its applicable warranty period, please contact us with your order details and a description of the issue.

A warranty claim does not generally affect your statutory consumer rights.

11. Products Excluded from Cancellation

Certain products may not qualify for cancellation under the Consumer Contracts Regulations where a statutory exception applies.

This may include, depending on the circumstances:

  • Personalised or custom-made products

  • Sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed

  • Sealed software, games, or similar products once the seal has been broken

  • Other goods or services specifically excluded by applicable law

If you are unsure whether an item can be returned, please contact us before opening or using the product.

12. Unwanted or Uncollected Returns

If a product is returned without sufficient information to identify the order, processing may be delayed while we determine the relevant customer and order details.

If an order is returned to us because it was refused, uncollected, or the delivery address provided was incorrect, please contact us so that we can determine the appropriate next steps.

Any refund or redelivery arrangements will be handled in accordance with applicable law and the circumstances of the order.

13. Processing Times

We aim to process returns and refunds as promptly as reasonably possible.

The time required may depend on:

  • When the returned product reaches us

  • The condition of the product

  • Whether an inspection is required

  • The payment method used

  • Courier or postal delays

  • The nature of the return or warranty claim

Once a refund has been issued, the time taken for the funds to appear in your account may depend on your bank or payment provider.

14. Proof of Purchase

We may request reasonable proof of purchase when processing a return, refund, replacement, or warranty claim.

Examples may include:

  • Order confirmation

  • Invoice

  • Receipt

  • Order number

  • Other reasonable evidence of purchase

15. Your Statutory Rights

Nothing in this Return & Refund Policy is intended to remove, restrict, or limit your statutory rights as a consumer.

Your rights may include protections under applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

Where there is any conflict between this policy and your statutory rights, your statutory rights will take precedence.

16. Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect changes to our business, website, products, services, or applicable legal requirements.

Any updated version will be published on this page with the revised Last Updated date.

17. Contact Us

If you have any questions about returns, refunds, cancellations, faulty products, or warranty claims, please contact us:

ELECTROPLANET LTD
📍 Flat 1, 9 Steade Road, Sheffield, S7 1DS, United Kingdom
🌐 https://electro-planet.com
📞 07516984169
📧 sales@electro-planet.com

We will endeavour to assist you as promptly as reasonably possible.