01Overview
This policy explains how to cancel an order, return a product or ask for a refund. It works together with our Terms & Conditions and your quote. If your quote says something different, your quote applies.
Nothing here affects any rights you have under consumer protection law.
02Cancelling an order
- Before we order or ship your equipment, you can cancel by contacting us. We refund what you paid, less any costs already incurred that your quote states, such as a site survey.
- Once equipment has been ordered for you, or an installation date is booked, cancellation charges may apply as set out in your quote.
03Returning a product
You can return a product within 14 days of delivery if it is unused, undamaged and in its original packaging. Contact us first so we can arrange the return.
You pay the cost of returning the product, unless it is faulty. A restocking fee may apply if your quote says so.
Products that have been installed, or made or configured specially for you, cannot be returned unless they are faulty.
04Faulty or damaged products
If a product arrives damaged or stops working, tell us as soon as you can, ideally within 3 days of delivery for damage in transit. Send your order reference and photos.
Under warranty, we will repair, replace or refund the product, as the law and your warranty allow.
05Installation and maintenance
If a service was not carried out as agreed, we will put it right at no cost. If we cannot, we refund the part of the service that was affected.
Work completed as agreed is not refundable. For maintenance plans, the unused full months you have prepaid are refunded when you cancel, unless the plan says otherwise.
06Software and the Quikr Network
You can cancel a software subscription at the end of the current billing period. We do not refund part-periods unless the law requires it.
Charging sessions cannot be refunded once energy has been delivered. If you were billed wrongly, or a charger fault affected your session, we will correct the charge or refund it.
07How refunds are paid
Once we approve a refund, we pay it back to the original payment method within 10 business days. Your bank may need extra time to show it. For bank transfers, we refund to the account the payment came from.
08How to ask for a refund
Email us your order number, what you would like to happen and the reason, with photos if the product is faulty or damaged. We reply within 2 business days.
09Contact us
Need help with a return or refund? Contact us using the details below.