Returns Policy

Product Returns

Please email us to start a returns process, using the address we used to send your invoice. Failure to do this may cause unnecessary delay in the Returns procedure.

If you have purchased without an account please use this link to contact us or call us during office hours.

We accept returns up to thirty days following the date of delivery, please see below for details.

Order cancellations:

You are free to cancel your order at any time and for any reason before it is dispatched. To cancel, we need explicit instructions from the person who placed the order either by email or by phone.

An order may not be cancelled after it has been dispatched or while it is in transit, but must be treated as a return. In this eventuality, a refund for the goods will be provided when they are returned to us.

Goods not required or incorrectly ordered:

Under the Consumer Contracts Regulations, you are free to cancel your order and return unwanted goods within fourteen days of delivery. Please notify us by emailing us. Goods must be returned at your expense, in the original unmarked packaging. They must be in the same new and unused condition as originally sold, adequately packed to avoid damage in transit. It is suggested that goods are sent registered post or insured with the courier as damaged goods cannot be refunded.

Upon satisfactory inspection, the full value of the goods will be refunded by Bank transfer or to the payment method used at the point of sale, shipping costs will not be refunded.

We will also accept goods not required after the fourteen day deadline up to thirty days following the date of delivery. The same conditions apply as above, but may be subject to a 10% to 15% fee to cover administration, banking charges and repackaging.

We reserve the right to refuse the return of unwanted goods outside the thirty day period, if we choose to accept a return after thirty days any payment will be by Bank transfer to the payee, not refunded to a card.

Damaged goods:

Receipt of damaged goods must be reported to us within 24 hours of delivery to comply with the couriers’ policies. If the damage is visible upon delivery, please sign the courier note as “damaged”. Please keep all packaging, take photos of both the goods and packaging and email us. This will enable us to replace the goods as swiftly as possible.

We will provide a free return service using a FedEx collection from the delivery address or use the Royal Mail returns service . The service may require an A4 paper label to be printed and affixed onto the parcel and the Royal mail requires the item is taken to the post office.

Faulty or defective goods:

You are free to return defective goods under a warranty claim for the full warranty period after delivery. We must be notified of the failure urgently and receive the part within fourteen days of the failure notification.

For items being returned under warranty, please see our Warranty Policy as some product warranties are handled by the supplier, not us.

Please contact us to ensure that we have a complete explanation of the problem. If the item is found to be faulty, you will have the option of a free replacement or repayment of cost and return delivery charge.

It may be necessary to return the item to the supplier or manufacturer to confirm the reason for failure. This may be a lengthy process and if a replacement is urgent, we will ask you to pay for another item until the inspection procedure is completed. Upon confirmation of defect, this cost will be refunded with return delivery charge.

Please note that the warranty given by both us and the manufacturers of our products will only cover the value of the item. Labour charges and other costs are not included.

Incorrect goods despatched:

If the wrong item is sent to a customer due to human picking/packing error, we will dispatch the correct item to rectify our mistake, and request that you assist in returning the wrong product.

We will provide a free return service using a FedEx collection from the delivery address or use the Royal Mail returns service . The service may require an A4 paper label to be printed and affixed onto the parcel and the Royal mail requires the item is taken to the post office.

Refunds:

Where a refund is the most suitable course of action, payment will be made by Bank Transfer or the same method used on the original sale for the goods. Please be aware that refunds are processed by credit & debit card companies less quickly than sales and may take several days to appear on your statement after it has been authorised.

ELP Engineering reserve the right to refuse returned goods if necessary. Reasons may include:
Goods that have been used.
Soiled goods/product box.
Goods that have an odour, e.g., smoke or fuel.
Goods damaged as a result of misuse or ill-treatment.
Goods with different serial numbers to those dispatched.

ELP Engineering cannot be held responsible for any items incorrectly ordered online. If you have previously discussed the order with our customer service team, we can only advise on the information given at that time. If unsure, you are free to call us and we will do our best to help you.

If you have any queries regarding returning items, please contact us.