Returns Policy
Before you return Goods to us, please make sure you are aware of our returns procedure and email us at sales@energy-monitor.co.uk to get a Goods Returns Number (GRN). We will email the GRN to you and include information on how to return the Goods and where to send them to. Please note that we may refuse returns which do not have a valid goods returns number (GRN). Items which require installation can not have been installed or modified in any way and must be returned in their original packaging complete with accessories.
We recommend that you use an insured registered mail service because returns not received by us cannot be credited to you. Refunds will be credited to your original payment card. We cannot accept liability for any returns which are lost in the post
Authorised goods returns must be sent to:
Energy-monitor.co.uk
Office 86
Carter Road,
Cheltenham,
Glos
GL51 0US
If you want a refund for Goods which are not needed you must inform us of this within 14 days of receiving the Goods, via email or in writing. It is YOUR responsibility to return the Goods safely to us at YOUR cost.
As required under the Distance Selling Regulations, Energy-monitor.co.uk will refund you within 30 days for any sum that has been paid by you or debited from your credit card for the Goods. On exercising your right to cancel you shall be required to return the Goods to Energy-monitor.co.uk. Should you fail to return the Goods, we reserve the right to deduct any direct costs incurred by us in retrieving the Goods as a result of such failure. We will endeavour to fulfil all returns and try to provide refunds due as quickly as possible.
If you are a residential customer and you are not completely satisfied with the items you have ordered, you are entitled to return them within 14 days of receiving them. Provided they are received by us properly packaged in new condition, with the original packaging, have not been used, and you pay for the postage and insurance costs, we will offer a replacement or refund as you would prefer. It is your responsibility to pack items securely and you must pay for the return costs.
If we despatch faulty Goods or wrong Goods to you, we will offer a replacement or refund for these as soon as possible. You must advise us of the problem within 7 days starting the day after delivery.
Sometimes, Goods become damaged in transportation to you, and if this happens, please email us at sales@energy-monitor.co.uk within 14 days starting the day after delivery, for returns information.
Goods ordered in error must be returned to us new, with original wrapping. Please also be aware that replacement Goods may incur extra delivery charges at the Company’s discretion. Orders previously offered with "free delivery" may also incur these extra delivery charges.
If you are not sure whether you are purchasing the correct Goods, please email sales@energy-monitor.co.uk for assistance.
Packing the item
It is YOUR responsibility to pack items securely and you must pay for the return costs.
Please return any products with the original manufacturer’s packaging, wrap up the return securely and place your invoice and the goods returns number in the package. Please place all returned goods with their original packaging and pack them securely enough that they are received by Energy-monitor.co.uk intact and with no loss or damage to the items. Apart from where you have received faulty items, you must comply with these returns requirements else your return may be rejected.
Items Damaged Upon Receipt
Please check your order within 14 working days of receipt of the items. If you find that the items are damaged in any way, please contact us by email within 14 working days starting the day after delivery to report the items as damaged on arrival and we will advise you of a GRN.
Returning Unwanted Items
If you wish to return unwanted goods for refund or exchange, they must be returned with their original packaging and undamaged. If you want to return an item, please contact us by email within 7 working days starting the day after delivery of the items for a RAN. We will be happy to accept goods back providing they are in “as new” condition and it is within 14 days from the date you received your order. Items which require installation can not have been installed or modified in any way and must be returned in their original packaging complete with accessories.
It is your responsibility to arrange and pay for the goods to be returned to us. As a refund will only be given if the goods are received back in “as new” condition, we recommend that you use a delivery method with adequate insurance in case the goods are damaged in transit. We cannot be held responsible for any damages in transit to items on their way back to us and will be unable to issue a refund if this should happen.
All refunds are processed using the same method by which the original payment was made. Refunds are processed as quickly as possible, and as required under Distance Selling Regulations, we will refund monies in full within 30 days of cancellation of your order.
Faulty Goods
If you find your goods are faulty in any way then we will either replace them or refund your money.
Faulty products should be packaged with their original packaging if possible, or suitable alternative packaging, for them to arrive back with us in good condition.
We can only accept the return of opened items if they are faulty.
Distance Selling Regulations 2000
You have the right to cancel an order under the Distance Selling Regulations 2000. This right ends on the expiry of 7 working days, after the day on which the consumer receives the goods. If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 14 days of receipt. Goods must be returned in an unused state and must be complete with their original packaging.
Upon cancelling an order please contact us by email to obtain a Goods Returns Number. When posting an order you should do so by obtaining proof of postage or sending goods by Special Delivery. You are liable for the cost of returning the goods to us. We will return your money within 30 days of your notice of cancellation. These rights apply to private consumer sales only, and are in addition to those which relate to faulty goods.
As required under Distance Selling Regulations, refunds will be applied within 30 days of cancellation of any order.
Your rights to return Goods are protected under The Consumer Protection (Distance Selling) Regulations 2000 which can be found at the following link:
http://www.hmso.gov.uk/si/si2000/20002334.htm
Claims
Any claims/return of goods shall be limited to, at our discretion, replacing the goods or refunding the price of the goods. Under no circumstances shall the liability of Energy-monitor.co.uk exceed the price of the goods.
Please be aware that all returns are thoroughly tested. Any returned item which is not faulty will be returned to the customer at the customer’s cost.
Refunds are not provided for returned products which are in good working order.
