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Delivery and Returns

Delivery

Free delivery is not included with certain offers and promotions. Please see individual offer or promotions terms.

Returns

This returns policy applies to products purchased from this website, any Energenie product purchased from one of our partners websites are not covered by this returns policy. Please contact the website/reseller you purchased your product from for more information

We hope that you're pleased with your purchase from Energenie, however we do understand that occasionally, you may need to return goods to us. We've set out below the main reasons why goods tend to be returned, so please read all of the categories and follow the returns process which you feel applies to you.

Please note that our Returns Policy for Consumers does not affect your statutory rights. You can get more information about your statutory rights from the Citizens Advice Bureau (www.citizensadvice.org.uk) or Consumer Direct (www.direct.gov.uk). We reserve the right to inspect the goods and verify any fault(s) and/or any damage.

Returns Address

Energenie
Unit 5
Harold Close
The Pinnacles
Harlow
Essex, CM19 5TH

*Please note do not send returns to our registered address as they will not be accepted.

Goods are faulty on arrival

If you find that your goods are faulty on arrival, then you are entitled to a repair, replacement or a refund. Please note that for some goods it may be disproportionately costly to repair those goods, and so where this is the case, then we will give you a replacement or a refund.

Goods become faulty during use

If your goods become faulty after delivery, please discontinue use immediately and contact us

Goods damaged on arrival

If you discover that your goods are visibly damaged on arrival, you should either write on the delivery note that the packaging is damaged, or refuse to accept the delivery. Please also contact us within 7 days with details of the damage. This will help us considerably in raising the matter with our appointed courier. Once the damaged goods have been received back into our warehouse, then we will replace them.

Goods not as ordered

If you receive goods from us that differ from what you have ordered, then we strongly recommend that you notify us as soon as possible.

Goods or order duplicated

In the event that that your order or goods have been duplicated by mistake, then please notify us as soon as possible.

If you have simply changed your mind

If you have ordered goods from us, but then simply decided that you wish to cancel your order, then you are entitled to do so and have any money that you have paid to us refunded, provided that (a) the goods have not been in your possession for more than 7 Working Days after the day on which you received the goods ('Working Day' means all days other than Saturdays, Sundays and public holidays); and (b) you contact us and tell that you wish to cancel your order.

You will receive a refund via your original payment method as soon as reasonably practicable, but no later than 30 days after the cancellation of your order has been received by us.

If we collect the goods from you, we may charge you for the cost of collection (and we may if we wish deduct this from your refund).

Packaging goods for return

  • If you're returning something to us it's important that it is packaged correctly so that it does not get damaged during transit.
  • Upon approval of your return, we will send you a pre-paid bag to return yours goods in.
  • We suggest that you package the item in its original packaging (assuming that you have the packaging and it is still intact).
  • Where it's not possible to use the original packaging, please ensure that the goods are sufficiently packaged and cushioned to protect against any reasonable shocks, puncturing, scratching or damage that may occur during carriage, handing and/or sorting.

Next steps: returning goods

To enquire about a return please feel to contact us