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RETURNS, REFUNDS & FAULTY GOODS POLICY
At SND Electrical, we want you to be completely satisfied with your purchase. This policy explains your rights and our procedures for cancellations, unwanted goods, damaged goods, faulty products, repairs and replacements.
Nothing in this policy affects your statutory rights under UK consumer law.
1. ONLINE ORDERS – CHANGE OF MIND
If you are a consumer purchasing online, you have the right to cancel your order within 14 days from the day after you, or a person nominated by you, receives the goods, without giving a reason.
To exercise your right to cancel, you must inform us clearly of your decision to cancel within the applicable cancellation period.
Please follow the link to the returns portal:
https://return.sndelectrical.co.uk/
Once you have notified us of your cancellation, goods must be returned to us within 14 days.
Unless we have agreed otherwise, you are responsible for the direct cost of returning unwanted goods.
We strongly recommend using a tracked and appropriately insured delivery service, as the goods remain your responsibility until they are received by us.
Where applicable, we will refund the price paid for the goods together with the cost of our least expensive standard delivery option. If you selected a more expensive delivery service, such as an enhanced or express service, we are not required to refund the additional delivery cost.
Refunds will be made using the original payment method unless otherwise agreed and will be processed in accordance with the applicable statutory time limits.
2. CONDITION OF UNWANTED RETURNS
You may inspect goods in the same way that you reasonably could in a shop.
You are responsible for any reduction in value caused by handling the goods beyond what is necessary to establish their nature, characteristics and functioning.
Please return goods complete with their original packaging, accessories, instructions and components, as this helps us process your return.
Missing parts, damage or excessive handling may result in a deduction from the refund where permitted by law.
This section relates to change-of-mind returns and does not limit your rights where goods are faulty.
3. GOODS THAT CANNOT NORMALLY BE RETURNED FOR CHANGE OF MIND
The statutory right to cancel does not apply in certain circumstances.
This may include goods which have been made to the customer’s specifications, bespoke items, special orders and items which are clearly personalised.
For SND Electrical, this may include specially manufactured or bespoke lighting, custom-made chandeliers and electrical products manufactured or modified specifically to a customer’s requirements.
This does not affect your statutory rights if bespoke or personalised goods are faulty, not as described or otherwise do not conform to the contract.
4. DAMAGED GOODS, MISSING PARTS OR SHORTAGES
Please inspect your order as soon as reasonably possible following delivery.
If goods arrive visibly damaged, components are missing or your order is incomplete, please contact us as soon as possible at:
internet.orders@sndelectrical.co.uk
Where possible, please provide your order number together with photographs and/or videos of the product, packaging and any visible damage. This allows us to investigate the matter quickly with our warehouse and delivery partners.
We recommend reporting transit damage or shortages within 48 hours where reasonably possible, as this makes investigation with the carrier considerably easier.
However, the 48-hour request does not limit or remove any statutory rights you may have.
5. FAULTY GOODS – WITHIN 30 DAYS
Goods supplied by SND Electrical must be of satisfactory quality, fit for purpose where applicable and as described.
If you believe that your product is faulty, please contact us as soon as possible with details of the problem.
We may ask you to provide reasonable information, photographs or video showing the reported issue where appropriate. Depending on the nature of the product and reported fault, we may also need to inspect or test the product.
Where goods do not conform to the contract and the statutory short-term right to reject applies, consumers normally have 30 days from delivery or transfer of ownership, as applicable, to exercise that right.
Where the statutory requirements are met and the short-term right to reject is exercised within the applicable period, a refund will be provided in accordance with your statutory rights.
Alternatively, you may choose to request a repair or replacement where those remedies are available.
6. FAULTY GOODS – AFTER 30 DAYS
If a fault is first raised after the statutory 30-day short-term right to reject has expired, an immediate refund will not normally be the first remedy.
Where the product does not conform to the contract and you are entitled to a statutory remedy, you may be entitled to a repair or replacement.
SND Electrical may need to inspect and test the product before determining the nature and cause of the reported fault and the appropriate remedy.
Where a qualifying product fault is established, repair or replacement will be carried out within a reasonable time, without significant inconvenience to the consumer and without charge where required by law.
A particular remedy does not have to be provided where it is impossible or disproportionate compared with the alternative remedy, in accordance with the Consumer Rights Act 2015.
7. AFTER A REPAIR OR REPLACEMENT
Where a repair or replacement has been provided and the goods still do not conform to the contract, or where repair and replacement are unavailable, or have not been provided within a reasonable time and without significant inconvenience, you may become entitled to a price reduction or the final right to reject the goods.
Where the final right to reject applies, any refund will be dealt with in accordance with the Consumer Rights Act 2015.
Nothing in this policy restricts any statutory remedy available to you.
8. INSPECTION AND TESTING OF REPORTED FAULTS
Where a product is reported as faulty, we may reasonably request information about the fault and/or arrange for the product to be inspected or tested.
Acceptance of goods for inspection or testing does not itself constitute acceptance that the product is faulty or agreement that a refund is due.
Please return all relevant components supplied with the product that may be necessary for testing, including drivers, transformers, remote controls, receivers or other control equipment where applicable.
If our inspection confirms a qualifying product fault, we will provide the appropriate remedy in accordance with your statutory rights.
If no product fault is identified, we will contact you with our findings.
Where there is evidence that a problem has resulted from misuse, accidental damage, unauthorised modification or repair, incompatible equipment, or incorrect installation rather than an inherent fault with the goods, statutory remedies for faulty goods may not apply.
9. RETURN COSTS FOR FAULTY GOODS
Where goods are being returned because of a qualifying fault and the consumer is exercising a statutory remedy, SND Electrical will bear the reasonable and necessary return costs where required by law.
Depending on the product, we may provide a returns label or arrange collection.
Please do not arrange an unusually expensive or specialist return service without first agreeing this with us.
For ordinary change-of-mind returns, the return costs remain the customer’s responsibility unless we have agreed otherwise or the law requires otherwise.
10. LIGHTING AND ELECTRICAL INSTALLATION
Electrical products must be installed safely and in accordance with the manufacturer’s instructions and applicable electrical and building regulations.
Where professional installation is required, installation should be undertaken by a suitably qualified and competent person.
For hard-wired lighting and other relevant mains electrical products, we strongly recommend retaining details of the installer and installation.
If a reported fault may be installation-related, we may ask for reasonable information concerning the installation to assist with diagnosis.
Damage or failure caused by incorrect installation, misuse, unsuitable controls or accessories, unauthorised alteration or repair, or failure to follow the manufacturer’s instructions is not an inherent product fault.
However, nothing in this section limits your statutory rights where SND Electrical was responsible for the installation or where the goods themselves do not conform to the contract.
11. DIMMERS, LED DRIVERS AND COMPATIBILITY
Where lighting is intended to be dimmed, customers should ensure that the dimmer, driver and lighting product are compatible and installed correctly.
Some LED products require a particular type of compatible LED dimmer or control system.
A problem resulting solely from an incompatible third-party dimmer, control system or other equipment does not necessarily mean that the lighting product itself is faulty.
If you are unsure about compatibility, please contact us before installation and we will be happy to assist where possible.
12. GLASS, CRYSTAL AND FRAGILE COMPONENTS
Glass and crystal components should be inspected carefully upon delivery.
If glass, crystal or another fragile component arrives damaged, please notify us as soon as possible and provide photographs of the affected component and packaging where possible.
We recommend notifying us within 48 hours so that we can investigate transit damage promptly. This requested reporting period does not affect your statutory rights.
Breakage occurring after delivery as a result of installation, handling, impact, accident or misuse is not considered an inherent product fault.
13. LAMPS AND BULBS
Where lamps, bulbs or tubes are included with a fitting, any separate warranty applicable to those components will be subject to the terms under which they were supplied and any applicable statutory rights.
Nothing in this section limits statutory rights that cannot lawfully be excluded.
14. SND ELECTRICAL WARRANTY
Unless otherwise stated for a particular product, SND Electrical provides a 12-month warranty against manufacturing defects from the date of supply.
Some products or manufacturers may provide a longer warranty, in which case details may be shown on the relevant product information.
Our commercial warranty is in addition to and does not affect your statutory consumer rights.
The warranty does not cover problems caused by fair wear and tear, accidental or wilful damage, negligence, misuse, incorrect installation, failure to follow instructions, incompatible third-party equipment, or unauthorised alteration or repair.
Products returned under warranty may be inspected and tested before a remedy is provided.
Where testing establishes that the product is not faulty, or that the issue resulted from something outside the warranty such as misuse or incorrect installation, we will contact you to explain our findings and discuss return of the product and any reasonable costs that may apply.
15. REFUNDS
Where a refund is due, it will be made to the original payment method unless otherwise agreed or required by law.
The timing of the refund will depend upon the reason for the return and the applicable statutory requirements.
For valid online cancellations, refunds will be processed within the statutory timescales.
Where a refund arises because goods have been validly rejected as faulty, the refund will be made in accordance with the Consumer Rights Act 2015.
16. BUSINESS CUSTOMERS
Some of the rights described in this policy apply specifically to consumers.
Purchases made wholly or mainly for business purposes may be subject to different legal rights and our applicable business terms and conditions.
Please contact us if you are returning goods purchased on a trade or business account.
17. HOW TO MAKE A RETURN OR REPORT A PROBLEM
To request a return or report damaged, missing or faulty goods, please contact:
SND Electrical / SND Lighting
Email: internet.orders@sndelectrical.co.uk
Please include:
We will then advise you of the appropriate next steps and, where applicable, provide return or collection instructions.
Please do not return goods without obtaining the appropriate return instructions, as this may delay processing.
18. YOUR STATUTORY RIGHTS
Nothing in this Returns, Refunds & Faulty Goods Policy is intended to exclude, restrict or replace any rights or remedies that consumers have under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Where any provision of this policy conflicts with a statutory right that cannot legally be excluded or restricted, the statutory right will apply.