Returns & Refunds Policy

This policy applies to all purchases made via our website by UK and EU customers.

Right to Cancel (Cooling-Off Period)

  • Under he Consumer Contracts Regulations 2013 (UK) and the EU Consumer Rights Directive, you have the right to cancel your order within 14 calendar days after receiving your goods, without providing a reason.
  • You must notify us of your intention to cancel within this period by email at team@customvolt.co.uk.
  • Once you have notified us, you must return the goods to us within 14 calendar days at your own cost (unless the goods are faulty or incorrectly supplied).

Condition of Returned Goods

  • Goods must be returned in their original condition, unused, and with all packaging intact.
  • We reserve the right to make deductions from refunds if returned goods show signs of use, damage, or handling beyond what is necessary to establish their nature, characteristics, and functioning.
  • For health, safety, and regulatory reasons, opened batteries and used power banks cannot be returned unless defective.

Exclusions from the Right to Cancel

  • Customised or personalised items.
  • Sealed goods that have been opened and cannot be returned for hygiene, health, or safety reasons (e.g. batteries once packaging is broken).
  • Clearance or items explicitly marked as “non-returnable.”

Refunds

  • Refunds will be issued to the original payment method within 14 days of us receiving the returned goods, or of you providing evidence that the goods have been returned (whichever is earlier).
  • Initial delivery charges are non-refundable unless the item was faulty, damaged, or incorrectly supplied.

Faulty or Non-Conforming Goods

  • If goods are faulty, not as described, or not fit for purpose, you are entitled to a repair, replacement, or refund in accordance with the Consumer Rights Act 2015.
  • Please notify us as soon as possible, and no later than 30 days from receipt, providing full details and photographic evidence where appropriate.

Warranty

  • Power banks and small home appliances are supplied with a 12-month manufacturer’s warranty, unless otherwise stated on the product page.
  • Warranty claims will be subject to inspection and validation. Misuse, unauthorised modification, or accidental damage is not covered.

Return Procedure

  1. Contact us at team@customvolt.co.uk quoting your order number and reason for return.
  2. We will provide the return instructions and designated return address.
  3. Goods must be securely packaged to avoid damage during return transit.
  4. We recommend using a tracked service. Proof of postage is not proof of receipt.