Returns & Refund Policy

We do our best to ensure all of our customers enjoy a happy shopping experience with lowenerergysupermarket.com however occasionally you may need to return an item.

Online purchases

To return an item(s) firstly complete the Returns Form which can be found on the reverse of your invoice and return it with your invoice and goods to:

We would recommend that you return your items via registered post. Please clearly state on the invoice the reason for return.

Personalised/Made to Order Items – Such as Solar Cable are non-returnable. Please note that this does not affect your statutory rights.

If a full refund including the original delivery costs is required, we need to be informed fourteen (14) days after the receipt of the order. The order must be then returned to us within fourteen (14) days after we have been informed of the cancellation, however you will be responsible for the cost of returns the goods to us. If a return is payable to you we will process the refund as soon as possible and, in any case within fourteen (14) days of receipt of the original order back to us.

The items need to be in the original packaging where it forms part of the goods, for example, boxed goods and the box must not be used as a packaging box – Item must be returned in suitable packaging. Return postage is at your own cost and risk.

You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. This applies to all goods that are returned.

Our returns policy does not affect your statutory rights.

If you return goods claiming they are defective, we will examine the returned goods and will notify you of your refund via e-mail within a reasonable period of time. We will process the refund due to you as soon as possible and, in any case within thirty (30) days of the day we confirm via e-mail that you are entitled to a refund for defective goods.

If a refund or reimbursement is payable to you, we will transfer the money using the same method originally used by you to pay for your purchase. If we cannot refund via the original payment then a cheque will be raised to the address on the order.

You can return any item ordered online in accordance with the terms in this section apart from:

• personalised or bespoke items;

• any items which deteriorate or expire rapidly;

• any items that have been inseparably mixed after delivery.

You cannot cancel your contract in respect of made-to-measure/order goods unless they are faulty, damaged upon delivery or incorrect.

Where you have failed to take reasonable care of the goods, we reserve the right to refuse a refund and return the goods to you at your own cost.