Refund policy

Returns, Cancellations, Exchanges and Refunds Policy

This policy applies to consumer purchases made from The Internet Electrical Store. It does not affect your statutory rights.

1. Change-of-mind returns and cancellation rights

If you are a consumer buying online, you have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason. After notifying us that you wish to cancel, you then have 14 days to return the goods to us.

In addition to your statutory cancellation rights, we offer a 30-day returns period. This means you may request a return within 30 days of receiving your item, subject to the conditions in this policy.

To request a return, please contact us at:

sales@theinternetelectricalstore.com

Returns must be sent to:

The Internet Electrical Store
Suite 5, 32 Hobbs Industrial Estate,
Newchapel,
Lingfield,
Surrey,
RH7 6HN

Items must not be returned without first contacting us and receiving return instructions. Items sent back to us without a return request or authorisation may be delayed, refused, or returned to you.

2. Condition of returned goods

To be eligible for a change-of-mind return, the item must be returned complete, unused, uninstalled, undamaged, and in the same condition that you received it. It must include all original packaging , accessories, manuals, fixings, lamps, components, and any free items supplied with the order. You will also need your receipt, order number, or other proof of purchase.

You may inspect the goods as you would in a shop, but you must not use, install, alter, damage, mark, or handle the goods beyond what is necessary to establish their nature, characteristics, and functioning.

We may reduce your refund to reflect any reduction in the value of the goods caused by handling beyond what is necessary. This may include, but is not limited to:

  • goods that have been installed, used, tested in a way that marks or damages them, or altered;
  • missing parts, accessories, manuals, fixings, lamps, or packaging;
  • damaged, torn, defaced, written-on, labelled, or taped product packaging;
  • brown tape, courier labels, writing, stickers, or adhesive applied directly to the product box or manufacturer packaging;
  • goods returned without adequate outer packaging;
  • goods returned dirty, marked, scratched, dented, incomplete, or otherwise not resaleable as new.

Where the condition of the returned goods prevents resale as new, we may make a reasonable deduction from the refund to reflect the loss in value. In serious cases, where the item has been used, installed, damaged, or made unsaleable, this deduction may be up to the full price of the item.

3. Return postage for change-of-mind returns

For change-of-mind returns, including where you have ordered the wrong item, you are responsible for the cost and safe return of the goods to us.

We recommend using a tracked and insured delivery service, as you are responsible for the goods until they are received by us. We are not responsible for returns that are lost, damaged, or delayed in transit.

If we provide a return label for a change-of-mind return, the cost of that label may be deducted from your refund unless we agree otherwise in writing.

4. Refunds for change-of-mind returns

Once we receive and inspect your return, we will let you know whether the return has been approved and whether any deduction applies.

For valid statutory cancellations, we will refund the price paid for the goods and the standard outbound delivery charge, if the return has been raised within the statutory 14 days from delivery. If you selected an upgraded delivery service, such as express, next-day, timed, or premium delivery, we will only refund the amount of our standard delivery option.

We may withhold the refund until we have received the goods back or until you provide evidence that you have returned the items to us at The Internet Electrical Store, Suite 5, 32 Hobbs Industrial Estate, Newchapel, Lingfield, Surrey, RH7 6HN, whichever is earlier.

Approved refunds will be made to your original payment method. Please allow time for your bank, card provider, or payment provider to process the refund.

5. Customer ordered the wrong item

If you ordered the wrong item, this will usually be treated as a change-of-mind return.

You are responsible for the cost of returning the original item to us and for any delivery charge for the replacement item. Any price difference must be paid before a replacement or alternative item is dispatched.

We strongly recommend checking product dimensions, specifications, finishes, compatibility, lamp requirements, and installation requirements before ordering. If you are unsure whether a product is suitable, please contact us before placing your order.

6. Exchanges

We are not legally required to offer exchanges for change-of-mind purchases or where a customer has ordered the wrong item. Where we agree to an exchange, this is offered at our discretion and subject to the returned item being received complete, unused, uninstalled, undamaged, and in resaleable condition with all original packaging and components.

For exchanges requested due to change of mind or customer ordering error, you are responsible for the cost of returning the original item and for any delivery charge for the replacement item.

The fastest way to receive the item you want is usually to return the original item in accordance with this policy and place a separate order for the new item.

If we have supplied the wrong item, or the item is faulty or not as described, we will deal with the matter in accordance with your statutory rights.

7. Damaged, faulty, incorrect, or missing items

Please inspect your delivery as soon as reasonably possible after receipt and notify us within 48 hours (2 working days) if any item/orders is missing or incorrect. For damaged or incomplete products notify us within 30 days. Prompt notification helps us investigate with our warehouse and courier. This does not affect your statutory rights.

Please email sales@theinternetelectricalstore.com with your order number and clear photos or video showing:

  • the outer delivery packaging;
  • the product packaging;
  • the item itself;
  • the fault, damage, incorrect item, or missing component;
  • any courier damage or delivery issue.

We may ask you to return the item for inspection. If a fault, damage, incorrect item, or missing item is confirmed and we are responsible, we will provide the remedy required by law.

If you report an item as faulty but, after inspection and testing, no fault is found, we may treat the return as a change-of-mind return if it is still within the applicable returns period. In those circumstances, return postage may remain your responsibility and any replacement delivery charge may also be payable by you.

Please do not install, use, alter, or attempt to repair an item that you believe is faulty, damaged, incorrect, or incomplete, as this may affect your rights and our ability to assess the issue.

8. Items damaged in return transit

You are responsible for ensuring that returned goods are packaged securely and suitably protected for transit.

Returned goods should be placed inside suitable outer packaging. Please do not apply tape, labels, stickers, or writing directly to the product box or manufacturer packaging.

If goods are damaged during return transit because they were inadequately packaged, we may reduce your refund to reflect the loss in value or refuse the return where appropriate.

9. Non-returnable and restricted items

Some items cannot be returned for change of mind unless they are faulty, not as described, or we have agreed otherwise. These may include:

  • bespoke, made-to-order, personalised, modified, or specially ordered goods;
  • items that have been installed, used, altered, or damaged after delivery;
  • sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed;
  • items which are inseparably mixed with other items after delivery;
  • clearance, ex-display, or sale items where the stated fault or condition was clearly described before purchase.

This does not affect your statutory rights if goods are faulty, not as described, or not of satisfactory quality. 

10. Sale, clearance, and promotional items

Sale, clearance, and promotional items may be returned under your statutory rights and, where applicable, under our returns policy, unless they fall within one of the non-returnable categories above.

Where an item was sold with a clearly described defect, cosmetic mark, missing packaging, or other limitation, you cannot return it merely because of that issue if it was brought to your attention before purchase. This does not affect your rights if the item has a separate fault or was misdescribed.

11. Refused deliveries and failed delivery attempts

If an order is refused, not collected, or returned to us by the courier because of failed delivery attempts, incorrect address details supplied by you, or failure to respond to courier instructions, we may deduct from any refund the reasonable costs we incur, including return carriage and any non-refundable delivery charges, unless the return is due to our error or a fault with the goods.

12. How to start a return

To start a return, please contact us at:

sales@theinternetelectricalstore.com

Please include:

  • your order number;
  • your name and contact details;
  • the item you wish to return;
  • the reason for return;
  • photos or video if the item is faulty, damaged, incorrect, incomplete, or if the packaging has been damaged.

If your return is accepted, we will provide instructions on how and where to send your package.

13. Refund timescales

We will notify you once we have received and inspected your return.

If approved, your refund will be made to your original payment method. Refunds are usually processed within 10 business days of approval, but your bank, card provider, or payment provider may take additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at:

sales@theinternetelectricalstore.com

14. International orders

If goods are supplied to consumers outside the United Kingdom, additional local consumer rights may apply. Nothing in this policy is intended to limit any mandatory consumer rights that apply in the country where the goods are supplied.