Refund policy

We hope you will be completely satisfied with your PlugMinder order. If you need to return a product, please read the policy below and submit a return request through your customer account.

This policy applies to purchases made directly from the PlugMinder website. Your statutory consumer rights are not affected.

Standard product returns

Standard PlugMinder products can be returned within 30 days of delivery, provided they are returned in as-new and resalable condition.

To qualify for a change-of-mind return, the product must be:

  • unused and not previously installed;
  • clean, undamaged and unmodified;
  • free from marks, wear, misuse or attempted alteration;
  • returned with all supplied parts, including the cover, baseplate, keys, screws, removable inserts and any other components originally supplied;
  • returned in the original packaging where reasonably possible;
  • packaged securely to prevent damage during the return journey.

You may inspect the product after delivery, but please handle it only as much as reasonably necessary to confirm its design, size and suitability. We may reduce the refund if the product has been handled beyond what is reasonably necessary and its value has been reduced.

Products that have been installed, damaged, modified, marked or returned with missing components may not qualify for a full refund.

How to request a return

To request a return, sign in to your customer account using the email address used when placing the order.

Shopify will send a six-digit verification code to your email address. Enter this code to access your order history, then select the relevant order and choose Request return.

Please select the item or items you would like to return, choose the most appropriate return reason and add any useful information.

Please do not send an item back before your return request has been approved.

We aim to review return requests within two working days.

Returning the item

Once your return request has been approved, we will send return instructions by email.

Unless we tell you otherwise, the returned item should be posted within 14 days of the return being approved.

For change-of-mind returns, the customer is responsible for arranging and paying for return postage. We recommend using a tracked postal service and keeping your receipt and proof of postage until the return and refund have been completed.

PlugMinder cannot accept responsibility for return parcels that are lost before reaching us.

Refunds

Once your returned item has been received, it will be inspected to confirm that it meets the return conditions.

If the return is accepted, the refund will be issued to the original payment method.

We aim to process approved refunds within five working days of receiving and inspecting the returned item. After the refund has been issued, your bank or card provider may take additional time to show the credit in your account.

Where a complete order is cancelled and returned within the statutory cancellation period, any standard delivery charge paid when ordering will also be refunded. Additional charges for enhanced or premium delivery services are not refundable beyond the cost of our standard delivery service.

When only part of an order is returned, the original delivery charge will not normally be refunded.

For returns made under our extended 30-day policy but outside the statutory cancellation period, the original delivery charge is not normally refundable.

Faulty, damaged or incorrect items

Please contact us as soon as possible if:

  • your order arrives damaged;
  • a component is missing;
  • you receive the wrong product;
  • the product appears to have a manufacturing fault.

Please provide your order number, a description of the problem and, where possible, clear photographs showing the product, packaging and any damage.

We will review the issue and arrange an appropriate solution, which may include replacement parts, a replacement product, repair or a refund.

Where an item is faulty, damaged when delivered, incorrectly supplied or not as described, we will arrange the return or reimburse reasonable return-postage costs where appropriate.

Please do not dispose of the product or packaging until we have reviewed the issue, as photographs or a return may be required.

Custom-made covers

PlugMinder covers designed and manufactured specifically to measurements or requirements supplied by a customer cannot normally be returned because the customer has changed their mind or no longer requires the product.

This includes covers made with non-standard dimensions, cable exits, clearances or other customer-requested modifications.

This exclusion does not apply where a custom-made product is faulty, damaged, incorrectly manufactured or does not match the agreed specification.

Please contact us promptly if there is a problem with a custom-made cover.

Exchanges

If you need a different standard PlugMinder cover, please submit a return request and explain which product you require.

Depending on the circumstances, we may arrange an exchange or ask you to return the original product for a refund and place a separate order for the replacement.

Any difference in product price or delivery cost will be confirmed before the exchange is completed.

Need help?

If you need help with a return, please contact us with your order number and a brief description of your query.

For more detailed delivery and returns information, please see our Delivery & Returns page.