Returns and refunds
Returns made clear.
This policy applies to UK consumer purchases made directly from pluginsolar.thesolarcentre.co.uk. It does not affect your statutory rights.
Before dispatch
Cancelling an order
Contact us as soon as possible if you wish to cancel an order. If it has already entered the delivery process, you may need to receive it and follow the returns procedure below.
Changed your mind?
Your 14-day cancellation right
You may cancel your order within 14 days of the day you receive it. If an order arrives in separate deliveries, the period starts when you receive the final item. After telling us you wish to cancel, you have a further 14 days to return the goods.
You may carefully unpack and inspect the products, but please do not install, mount, electrically connect or modify them if you may wish to return them. Handling beyond what is reasonably necessary to inspect the goods may reduce their value and could result in a deduction from your refund.
Please retain the original packaging until you have inspected the complete delivery. Solar panels are fragile and may be difficult to return safely without it.
Unwanted products
Return costs
You are responsible for the direct cost of returning unwanted goods.
Solar panels and complete kits normally require specialist pallet transport. We can arrange standard specialist collection for £50. Additional charges may apply to Northern Ireland, islands, the Scottish Highlands and other remote postcodes only where these were clearly stated before purchase.
Contact us before arranging a return so we can provide the correct packing and transport instructions. You may use your own suitable carrier, but you remain responsible for safe transport and the direct return cost.
Your money
Refunds
If you cancel your entire order under your statutory right to cancel, we will refund the price paid and any charge paid for our least expensive standard delivery option. If you selected a more expensive delivery service, the additional cost will not be refunded.
Where you return only part of an order and keep other products, the original delivery charge will not normally be refunded where the same charge would have applied to the products you keep.
We will refund your original payment method within 14 days of receiving the returned goods or acceptable evidence that they have been sent back, whichever is earlier.
We may make a reasonable deduction for missing components, damage or handling beyond what was necessary to inspect the goods. We do not charge a general restocking or cancellation fee when you exercise your statutory right to cancel.
Problems on arrival
Damaged, incomplete or incorrect deliveries
Inspect every panel, component and package before beginning installation.
If anything is visibly damaged, missing or incorrect, contact us as soon as possible—ideally within 48 hours—and provide:
- your order number;
- a description of the problem;
- photographs of the product and packaging; and
- a photograph of the delivery label.
The 48-hour request helps us resolve delivery claims quickly but does not affect your statutory rights. Where we supplied damaged, incomplete or incorrect goods, we will arrange and pay for the appropriate collection, replacement or refund.
Product problems
Faulty products
If you believe a product is faulty, stop using it and contact us before disconnecting, dismantling or returning it.
If equipment becomes hot, smells of burning, sparks, shows water ingress, repeatedly trips the electrical protection or presents a risk of electric shock, stop using it immediately. Isolate it only where it is safe to do so and follow the product safety instructions.
Under the Consumer Rights Act 2015:
- faulty goods can normally be rejected for a full refund within 30 days;
- after 30 days, you will normally be entitled to a repair or replacement; and
- if a repair or replacement is unsuccessful, unavailable or cannot be completed within a reasonable time, you may be entitled to a price reduction or refund.
We will cover reasonable collection or return costs for goods properly rejected as faulty. Any manufacturer's warranty is additional to these rights.
Starting a return
Contact us before sending anything
Email pi@thesolarcentre.co.uk with your order number, the products concerned and the reason for the return. Photographs or video may be required for damaged or faulty products.
The Plug-In Solar support team will own your return from first contact through to its collection, replacement or refund. You do not need to contact a separate escalation team.
- Request a returnTell us which products are involved and why you wish to return them.
- Wait for your instructionsWe will provide a return reference, address and safe packing guidance.
- Arrange suitable transportWe will explain the available collection or approved carrier options.
Contacting us first helps prevent damage and delays, but does not restrict your statutory right to cancel. Return all supplied components, cables, accessories and instructions. If you arrange your own return, use a suitable insured and tracked service and retain proof of sending.
Never send a lithium battery, damaged battery, broken solar panel or damaged electrical equipment through an ordinary postal service. Contact us for safe transport instructions.
Exceptions
Custom-made products and trade orders
The change-of-mind right may not apply to products made to your individual specifications or clearly personalised. Any such restriction will be identified before you order. Choosing components from our standard kit options does not automatically make an order bespoke.
Business and trade purchases are subject to separate terms.