Returns & Refunds (Consumers)

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If you buy from our online shop as a consumer, you can cancel your order and return the items within 14 days of delivery for a refund.

Who this policy is for. A consumer is someone buying for personal use, not for a trade or business. All business and trade purchases, including those made through the online shop, are covered by our Trade Terms & Conditions and are not covered by this page.

Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you have 14 days from the day after you receive your goods to tell us you wish to cancel. If your order arrives in separate deliveries, the 14 days run from the day after the last item arrives. You do not need to give a reason.

You must then send the items back within 14 days of telling us you are cancelling. You are responsible for the cost of returning them, and we recommend a tracked service. Items remain your responsibility until they reach us.

What We Refund

  • The full price of the items returned
  • The standard delivery charge you paid. If you chose a faster or premium delivery service, we refund the cost of standard delivery only.

Please take reasonable care of the items while you have them. You can examine them as you would in a shop. If they have been installed, wired, powered up or used beyond that, we may reduce your refund to reflect the loss in value, up to the full price.

Items You Cannot Cancel

The right to cancel does not apply to:

  • Products made, configured or programmed to your specification, such as programmed panels or custom-length cable.
  • Sealed software or licences that you have unsealed or activated.

This does not affect your rights if an item is faulty.

Faulty, Damaged or Wrong Items

If an item arrives damaged, faulty or is not what you ordered, please contact us as soon as possible. We will cover the cost of returning it. Your rights under the Consumer Rights Act 2015 are:

  • Within 30 days of delivery, you can reject faulty goods for a full refund.
  • After 30 days and within 6 months, we will repair or replace the item; if that is not possible or fails, you are entitled to a refund.
  • After 6 months, you may still be entitled to a repair, replacement or refund, but you may need to show the fault was present at delivery.

Products also carry the manufacturer’s warranty shown on the product page. Faults caused by incorrect installation, misuse or normal wear are not covered.

How to Return an Item

  1. Complete our online returns form with your order number, the items and whether you are cancelling or reporting a fault. All returns must be registered through this form so we can check and process them correctly. We cannot arrange returns over the phone.
  2. Once we receive your form, we will contact you with a Return Merchandise Authorisation (RMA) number.
  3. Pack the items securely, write the RMA number on the outside of the parcel, and send them to the address below. Parcels without an RMA number may be delayed.
  4. We will email you to confirm when your refund has been processed.

If you are cancelling within your 14-day cancellation period and cannot use the online form, you can tell us by email at [email protected] or by sending the model cancellation form below. We will then ask you to complete the returns form so we can issue your RMA number.

Returns Address:

Eurofyre Limited
Unit C2 Knowle Village Business Park
Mayles Lane
Wickham
Hampshire
PO17 5DY
United Kingdom

Refunds

Refunds are made to the original payment card. For cancellations, we refund within 14 days of receiving the items back, or of receiving proof you have sent them, whichever is sooner. For faulty items, we refund within 14 days of agreeing you are entitled to one. Your bank may take a few further days to show the credit.

Model Cancellation Form

To: Eurofyre Limited, Unit C1 Knowle Village Business Park, Mayles Lane, Wickham, Hampshire, PO17 5DY.

Email: [email protected]

I hereby give notice that I cancel my contract of sale of the following goods: [items]. Ordered on [date] / received on [date]. Name: [ ]. Address: [ ]. Signature (if sent on paper): [ ]. Date: [ ].

Your statutory rights are not affected by this policy. Eurofyre Limited, registered in England and Wales, company no. 06230293.