Cancellation and Refund Policy

Online Purchase Cancellation and Refund Policy:

Hopefully our consumers won’t need to return an item, but if they do, we aim to make this as simple as possible.  By following the guidance below you can help us to help you when a product is not what you expected, or is faulty.  If you have any questions please call Activate Energy Ltd on 0345 601 1833.

14 Day Money Back Guarantee:

Under our 14 Day Money Back Guarantee you can cancel your order and return unwanted goods.  Return products unused and in a saleable condition.  They should include their original packaging, all component parts and any promotional items.  You should include your invoice and a completed Cancellation Form.  Activate Energy does not refund return postage for unwanted items under these circumstances.

In the first instance, contact Activate Energy Ltd to advise them of your intention to cancel your Order by:

  • Telephoning 0345 601 1833
  • Emailing sales@activateenergy.co.uk

The guarantee excludes certain products.  For example, made-to-measure / bespoke special order items or  Central heating boilers that have had their box / packaging opened.

To return an item you can either:

  • Post the item back to Activate Energy Ltd
  • Hand deliver the item back to Activate Energy Ltd

For products returned within the 14 day period, we offer exchanges or replacements which will be of similar specification and price.  We will refund consumers in other circumstances.

By law we have to provide consumers with a Cancellation Form.  However, you do not have to use it and may find another methods of cancellation more convenient.

Faulty Goods:

Products purchased within the 14 day period will qualify for the 14 Day Money Back Guarantee, I.E exchange, replace or refund.  Please ensure that you return all component parts and any promotional items received. You should include your invoice and a completed Returns Form which will aid the process.  For installed products, call us on 0345 601 1833 for further advice.

Depending on the circumstances where a purchase is beyond the 14 day period, we may repair or replace a products.  Replacements will be of equivalent price and specification.

We recommend the consumer contacts the manufacturer’s technical helpline for support on faulty items.  Often this is a quicker method of  resolving your problem.  We endeavour to rectified problems as quickly as possible however the manufacturer’s guarantee prevails and will dictate how we proceed.

If there is no warranty or repair service, or if you wish to return a faulty item:

  • Post the item back to Activate Energy Ltd
  • Hand deliver the item back to Activate Energy Ltd

Please remember to include your invoice and Returns Form.  For installed products, call us on 0345 601 1833 for further advice.

Consumers should return items by postal service or hand delivery to:

Activate Energy Ltd, Unit 8 Parbrook Close, Coventry CV4 9XY

This policy is intended as guidance only and your statutory rights remain unaffected.