Our Returns Policy
If you have bought, or are considering buying, a product from Wellingtons Electricals, we’ve set out the terms and conditions for your purchase below. We will always do everything we can to ensure a great customer experience, but we know that things happen or you may change your mind.
The Wellingtons Electricals Delivery Team will do everything they can to ensure your order arrives at your door complete and in perfect condition. In the unlikely event that your item is damaged upon receipt, you must notify us immediately on 01322 344100 (Erith) or 0208 4667776 (Bromley).
If you need to cancel a product because you (as the consumer) wish to cancel the contract within the 14 working days cooling off period after purchase, but before delivery of the product, we will process the refund within 3 working days of cancellation. If we have already purchased and received the product for you there may be a 20% restocking charge.
If, after delivery you change your mind for whatever reason, and would like to return your order, we are happy to refund or exchange your purchase within 14 days of delivery as long as it is unopened and in the original packaging. The unwanted items must be returned to us at your own expense, and a 20% restocking fee may apply.
Once the product(s) has been returned, we will inspect the item(s). We cannot accept unboxed or opened items and any product(s) being returned by you should be new, in the original box, and still sealed. If this is the case, we will issue a full refund for the returned product(s) within 14 days of receiving the product(s).
We understand that occasionally a problem may occur with a product or it may be defective. In the first instance you should contact us directly, and we will endeavour to resolve any problems. If the product is under 28 days old and we are not able to resolve the issue, we can arrange to have the product returned and a full refund, including delivery charges, will be given. Unfortunately, if any accessories such as leads, remote controls, hoses or shelves etc are missing, you will be charged for their replacement.
If you need to return a product(s) because it is faulty, you will not be responsible for any collection costs. Any return carriage charges will be at the customers cost in the first instance. On our inspection, should we find the product(s) to be faulty, we will reimburse the cost of returning the item.
Should you wish to return the product(s) yourself you should in the first instance contact us. We will provide you with a returns tracking document for you to complete and send back with the product(s), along with a copy of your proof of purchase. Any product(s) supplied must then be returned to us at your own expense, within 7 days of your notice to us.
You should then arrange for your chosen courier to collect and return the product to us. You must ensure that all products are insured to their full retail value.
If there are any missing accessories from the returned product(s) you will be charged for each missing item. All products are checked upon return. In the event of the product(s) being used, or accessories missing and identified at the point of collection, a full refund will not be processed.
All goods are sold with full manufacturer warranties. The manufacturer reserves the right to repair the product. You must notify the manufacturer immediately if a product should fail to operate correctly. If it is within 28 days of delivery we will request the manufacturer thereof to send a qualified representative to inspect the item to confirm that the item is faulty or not working to their specification before arranging an exchange of the product. You need to be available to accept a service call on a week day between the hours of 0800 and 1800. An engineer’s report is required before a replacement can be considered. This will be at the discretion of the manufacturer. Once an appliance is installed and a problem is noticed, we should be contacted in the first instance if the product(s) was installed by Wellingtons Electrical. If there is a problem with our installation, we will endeavour to resolve the problem using our own engineers at the earliest possible time.
If you have installed the item yourself or used a contractor, the manufacturer would need to send a service engineer to inspect any appliance to ascertain whether or not any fault was due to a product defect or bad installation. This call is chargeable if the problem has been caused by the installation and the engineer finds no mechanical or electrical fault with your product. Remember you should use a qualified fitter for certain appliances i.e. gas appliances should only be installed by someone with the appropriate Gas Safe certification. If a product is returned as faulty, but is not deemed to be faulty by our technicians, the product will be returned back to you and may be subject to an administration fee of £50 and the cost of carriage.
All products supplied are covered by the terms and conditions of the manufacturer’s guarantee. In the event of the manufacturer offering an extended warranty, it is the customers responsibility to register the product(s) and to process this directly with the manufacturer. This must be done by the customer within the manufacturer’s acceptable time frame. Where product(s) are sold as ‘display’ or ‘clearance’ items, they have been purchased by the customer as ‘graded items’. They will be in good, working order but may show minor imperfections. These items cannot be returned. The graded product(s) are covered by the standard manufacturer’s warranty (for functionality, not appearance).