Delivery, Returns and Refunds

Last updated: 18 July 2026

1. About this policy

This policy explains how Indevolt UK Ltd manages:

• Product deliveries
• Order cancellations
• Returns
• Damaged products
• Faulty products
• Refunds

This policy applies to consumer orders placed through indevolt.co.uk.

Nothing in this policy affects your statutory consumer rights.

2. Delivery areas

We deliver to the locations available during checkout.

Delivery options might vary according to:

• Your postcode
• Product size and weight
• Product classification
• Courier availability
• Access restrictions

We will tell you before accepting your order if we do not deliver to your address.

3. Delivery charges

Delivery charges appear during checkout before you place your order.

Charges depend on:

• Delivery address
• Product size
• Product weight
• Selected delivery service
• Specialist handling requirements

Some battery and electrical products require specialist transport.

4. Delivery times

Estimated delivery times appear on the product page, checkout or order confirmation.

Delivery times begin after we accept your order and receive cleared payment.

Estimated dates remain subject to:

• Product availability
• Courier capacity
• Delivery location
• Access conditions
• Events outside our reasonable control

We will contact you if a material delay affects your order.

5. Pre-orders

Products marked as pre-order, early access or coming soon are not ready for immediate delivery.

Any launch or delivery date shown for a pre-order remains an estimate unless we confirm a fixed date in writing.

We will provide updates if the estimated delivery period changes materially.

Where a substantial delay occurs, we will explain your cancellation and refund options.

6. Large product deliveries

Large battery and energy products might require:

• A scheduled delivery
• An adult to accept delivery
• Suitable vehicle access
• Safe unloading space
• Clear access to the delivery point
• Specialist handling equipment

You must tell us about access restrictions before delivery.

Access restrictions include:

• Narrow roads
• Restricted parking
• Stairs
• Small lifts
• Narrow entrances
• Weight restrictions
• Time-limited access

We might charge reasonable redelivery costs where delivery fails because undisclosed access restrictions prevent completion.

7. Receiving your delivery

You or an authorised adult should inspect the delivery packaging before accepting the product.

Where visible damage exists:

• Record the damage with the driver
• Photograph the packaging
• Photograph the shipping label
• Photograph the product
• Contact us promptly

If nobody is available to receive the order, the courier might:

• Attempt redelivery
• Leave instructions
• Return the product to a depot
• Return the product to us

Further delivery charges might apply where delivery fails because the address or contact details supplied were incorrect.

8. Missing, damaged or incorrect products

Contact us promptly if:

• Your order does not arrive
• A product arrives damaged
• Parts are missing
• You receive the wrong product
• The delivery quantity is incorrect

Provide:

• Your name
• Order number
• Delivery address
• Product details
• A description of the issue
• Photographs where relevant

Prompt reporting helps us investigate the delivery. It does not remove your statutory rights.

9. Cancelling before dispatch

Contact us as soon as possible if you wish to cancel an order before dispatch.

Where cancellation remains possible, we will stop the order and issue a refund.

If the order has already entered dispatch, you will need to follow the returns process.

10. Your right to cancel after delivery

For most products purchased online, you have 14 days after receiving the product to tell us you wish to cancel.

After notifying us, you have a further 14 days to return the product.

You do not need to provide a reason.

Some products fall outside the cancellation right. These include certain:

• Bespoke products
• Personalised products
• Sealed hygiene products after opening
• Digital content supplied after express agreement
• Services completed after express agreement

We will identify any relevant exception before purchase.

11. Starting a return

To request a return, contact us and provide:

• Your full name
• Order number
• Product name
• Delivery address
• Reason for return
• Photographs where the product is faulty or damaged

Contact:

Indevolt UK Ltd/Power Genius GmbH
Wallbergstraße 3, 82024 Taufkirchen, Germany
HRB Number: HRB 249343
Represented by: Tai Wang
VAT ID: DE327056372
Email: support.uk@indevolt.com

Do not send a battery or large electrical product without receiving return instructions first.

12. Returning products

Returned products should include:

• Supplied accessories
• Cables
• Connectors
• Manuals
• Components
• Promotional items supplied with the order
• Original packaging where reasonably available

You remain responsible for handling a product only as needed to establish its nature, characteristics and operation.

We might reduce a refund where handling beyond this level reduces the product’s value.

13. Battery and electrical product returns

Battery products might require specialist collection and transport.

Do not return a battery through an ordinary postal service unless we confirm the service is suitable.

Before returning a battery:

• Switch it off where safe
• Disconnect it according to the instructions
• Keep protective covers in place
• Retain suitable packaging
• Tell us about any damage, swelling, leakage, heat or unusual smell

Do not transport a damaged battery without receiving safety instructions.

14. Return costs

Where you cancel because you changed your mind, you are responsible for the direct return cost unless we state otherwise.

For larger products, we will explain the available collection method and cost before arranging collection.

Indevolt will cover reasonable return costs where the product is:

• Faulty
• Damaged on delivery
• Incorrect
• Not as described

We do not reimburse premium or unauthorised return services unless agreed in advance.

15. Faulty products

Products must be:

• Of satisfactory quality
• Fit for their stated purpose
• As described

Where a product is faulty, your legal rights might include:

• Rejection
• Repair
• Replacement
• Price reduction
• Refund

Contact us with details of the fault.

We might request:

• Photographs
• Videos
• Error codes
• Diagnostic information
• Product serial number
• Installation details

Any diagnostic request will not remove your statutory rights.

16. Refunds

Approved refunds return to the original payment method unless agreed otherwise.

For a cancellation covered by statutory rights, we will issue the refund within 14 days after:

• Receiving the returned product
• Receiving evidence showing the product was returned

Where no goods require return, we will refund within 14 days after receiving your cancellation.

17. Delivery charge refunds

Where statutory cancellation rights apply, we will refund the cost of standard delivery.

If you selected a more expensive delivery option, we will refund only the standard delivery amount.

Additional services already completed at your request might not qualify for a full refund.

18. Refund deductions

We might reduce a refund where:

• You handled the product beyond what was needed to inspect it
• The product’s value decreased because of unnecessary use
• Parts or accessories are missing
• Damage occurred after delivery
• You requested a service which began during the cancellation period

We will explain any deduction and the reason for it.

We will not make deductions which conflict with your statutory rights.

19. Exchanges and replacements

Where appropriate, we might offer:

• A replacement product
• An alternative product
• A repair
• A refund

You do not have to accept an alternative product instead of a refund where the law gives you the right to a refund.

Replacement products remain subject to availability.

20. Refund processing times

We issue approved refunds promptly.

Your bank, card issuer or payment provider controls how long the refunded amount takes to appear in your account.

Payments made through PayPal, Stripe or Shopify remain subject to the provider’s processing times.

21. Installation costs

We do not reimburse third-party installation, removal or call-out costs unless:

• We agreed to the cost in writing
• The law requires reimbursement
• The service formed part of your contract with Indevolt

Contact us before arranging work connected with a suspected product fault.

22. Warranty claims

A warranty claim remains separate from your right to cancel an online order.

Our Product Warranty and Safety Policy explains:

• Warranty periods
• Warranty coverage
• Exclusions
• Repair and replacement procedures
• Claim requirements

A product warranty does not replace your statutory rights.

23. Complaints

If you are unhappy with a delivery, return or refund decision, contact us with:

• Your order number
• A summary of the issue
• Your preferred resolution
• Supporting photographs or documents

We will review the complaint and respond within a reasonable period.

24. Changes to this policy

We might update this policy following changes to:

• Consumer law
• Delivery providers
• Products
• Return arrangements
• Business operations

The policy applying to your order is the version in force when we accept the order.

25. Contact us

For delivery, return or refund requests, contact:

Indevolt UK Ltd
12 Jordan Street
Liverpool
United Kingdom
Company number: 05646812
Email: support.uk@indevolt.com

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