Returns Policy

Version 2.4. Effective from 18 October 2026. This policy forms part of our Terms of Service. If you are a consumer, nothing in this policy affects your statutory rights.

A. Changed Your Mind: Cancelling an Online or Distance Order (Consumers)

A1. If you are a consumer and bought Goods online, by phone or by email, you can cancel within 14 days starting the day after you receive the Goods (or the last delivery, if your order arrived in parts). You do not need to give a reason.

A2. To cancel, email [email protected] with your name, invoice number and the items you are returning. You may use the model cancellation form below, but you do not have to.

A3. Return the Goods to our workshop (address in Section G), or to the address we give you, within 14 days of telling us you are cancelling. Unless the item was faulty or not as described, you pay the cost of returning it. For large or heavy items (for example, lithium batteries, inverters or pallet deliveries), the return cost may be significant, and lithium batteries must be returned by a carrier able to transport them safely; please ask us before sending.

A4. We will refund the price and the standard delivery charge you paid, within 14 days of receiving the Goods back (or evidence you have sent them, if sooner). We refund to the original payment method. If you chose a more expensive delivery option, we refund only the cost of our cheapest standard option.

A5. You may handle the Goods only as you would in a shop to check them. We may reduce your refund to reflect any loss in value caused by handling beyond that (for example, items that have been installed, wired, cut, used, or have missing or damaged packaging or accessories). No restocking fee is charged on cancellations within this 14-day period.

A6. Items that cannot be cancelled: Goods made to your specification or personalised (including cut cable with lugs or terminals fitted, pre-crimped assemblies made to your lengths, system panels built, configured or modified to order for you, and wiring harnesses); Goods that have been installed or become inseparably mixed with other items; and sealed Goods unsealed after delivery that cannot be returned for health protection or hygiene reasons. Standard stock items that have not been made or altered for you can be cancelled as normal. Services (consultations, inspection, remote commissioning and installations) are covered by Section 7 of our Terms of Service.

B. Faulty or Incorrectly Described Goods

B1. If you are a consumer, Goods must be of satisfactory quality, fit for purpose and as described. If they are not:

• within 30 days of delivery, you can reject them for a full refund;
• after that, you can ask for a repair or replacement, and if that is not possible or does not fix the problem, a price reduction or refund (which may be reduced to reflect use if more than 6 months have passed).

If a fault appears within 6 months of delivery, it is presumed to have been there at delivery unless we can show otherwise. These rights come from the Consumer Rights Act 2015.

B2. Please tell us as soon as reasonably possible after you discover a fault, and do not continue to use an item you believe is faulty or unsafe. We may ask for photographs, a description of how the item was installed, or for the item to be returned for inspection or tested by the manufacturer. We pay reasonable return costs for Goods that are faulty or not as described.

B3. Faults caused by incorrect installation, misuse, accidental damage, normal wear and tear, or modification are not covered. See also Sections 13, 15 and 16 of our Terms of Service.

B4. Business customers: Section 15.3 of our Terms of Service applies.

C. Missing, Incorrect or Damaged Deliveries

Parcels arrive by tracked courier (usually FedEx, or Royal Mail for small items) and heavy or bulky items by tracked Pallex pallet delivery. Please check your delivery against your dispatch email as soon as it arrives and report any item that is missing, incorrect or damaged in transit by 5pm (UK time) on the next working day after delivery (Monday to Friday, excluding bank holidays). Please report visible transit damage the same day where practicable, with photographs of the packaging before unpacking. Replacements for lost parcels may follow a courier investigation of up to 10 working days. This is in line with Section 6A of our Terms of Service (Delivery, Inspection and Shortages). Please keep all original packaging and send photographs of the items and packaging, as these help us resolve any claim with the courier quickly. Items listed as “still to follow” or on back order do not need to be reported.

D. Returns Outside the 14-Day Period, and Business Customers

D1. After the 14-day cancellation period, or if you are a business customer, we are not obliged to accept a return of Goods that are not faulty. We may agree to do so at our discretion, for unused items in their original, undamaged and resaleable packaging, requested within 30 days of delivery.

D2. Agreed discretionary returns are subject to a restocking fee of up to 15% of the item price, and you pay the return cost. Refunds are made once the item has been received and inspected.

D3. Uncut cable reels, drums or full lengths may be returned on this basis, subject to inspection.

E. Bespoke Work, Installations and Self-Build Kits

E1. Bespoke Work (including mounting boards, panels, harnesses and cut cable) and Goods we have installed cannot be returned unless they are faulty or not as described.

E2. Standard Goods supplied as part of installation work cannot be returned once installed. Unused standard items left over may be returned only by agreement, under Section D.

E3. Our installations are sold as one all-in, supply-and-fit price. Installation work cannot be refunded once carried out, except where the work was not done with reasonable care and skill (in which case we will put it right under Section 16 of our Terms of Service) or your statutory rights apply.

E4. Self-Build Kits: returns of kit components follow this policy. The design, wiring diagram, commissioning and support that come with a kit have no separate fee, so there is nothing separate to refund (see Section 11 of our Terms of Service).

E5. Consultations, inspections and remote commissioning are services, not goods. Cancellation and refunds for them are covered by Sections 7, 9 and 10 of our Terms of Service.

F. Refunds

F1. Refunds are made to the original payment method. Refunds on statutory cancellations are made within the time limits in Section A. Other refunds are made within 10 Working Days of approval.

G. Model Cancellation Form

(Complete and return this form only if you wish to cancel the contract.)
To: Tiny Build Electrics Ltd, Workshop 1, Moss Howe Farm, Witherslack, Cumbria, LA11 6SA. Email: [email protected]
I hereby give notice that I cancel my contract of sale of the following goods / for the supply of the following service:
Ordered on / received on:
Invoice number:
Name:
Address:
Signature (only if this form is notified on paper):
Date: