Refund policy

Below is a summary of our return and refund policy. For full details, please refer to our Terms and Conditions of Sale. In case of any discrepancies, the Terms and Conditions shall prevail

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. For consumers, returns are free of charge for all items, except for solar panels of 250W and larger, generators, ground mount bases, and any item or order delivered on a pallet in respect of which the shipping is the responsibility of the customer. Simply contact us for your free returns label. 

Nothing in our returns policy or terms and conditions removes or reduces any of your statutory rights, which we will always observe. To be eligible for a full refund, the returned item must be in the same condition that you received it, unused, and in its original packaging with tamper-proof seals and/or tape unopened. Where this is not the case, we are entitled to charge for any reduction in value while the item was in your possession. See the terms and conditions for details of how we deal with items where a return is due to non-conformity with the description. 

To start a return, you can contact us at info@energian.co.uk or by phone on 020 8064 0335. We will then provide you with information on the next steps of the return.

You can always contact us for any return question at info@energian.co.uk.

This return policy applies to distance sales to consumers only. On-premises sales such as those made at a trade show or at our premises, do not qualify for this policy; returns in respect of such sales are only as required by law or at our discretion, unless the product is faulty. If you are a business, please see the terms below under 'Business Customers'.

Damage, faulty products and other issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. The products we sell are covered by manufacturer warranties. Please check the listing details or contact us for details of warranties offered with your products. We also have obligations to you as set out in law and will in all cases at a minimum fulfil our statutory duties.

Exceptions / non-returnable items
If you have received a gift card with your order, the value of the card will be deducted from your refund.

Exchanges
Please contact us at info@energian.co.uk or by phone on 020 8064 0335 to arrange an exchange. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. A charge reflecting the reduction in value may apply if the item has been handled in a way not normally permitted in a shop, for example if an installation was performed or attempted. If your refund is approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund. If you received and retained a gift card or a promotion with your order, we will deduct the value of the gift card from the refund amount. In no event will the refund exceed the actual sale price paid, including taxes and delivery costs. 

Business Customers

In respect of orders placed in the course of a business, the terms for returns and refunds as set out in our general Terms and Conditions for business customers apply. In particular a 20% restocking fee applies and return shipping is the responsibility of the business customer. 

Collection and delivery times for returns

Where we agree to arrange a delivery service for your returned items, we will at all times provide such service promptly. We will not be responsible for delays beyond our reasonable control and any timelines in respect of returns are indicative only. 

Full Terms and Conditions

Click here to read the full terms and conditions of sale.