At Power-Hub, we want customers to be satisfied with their purchase. This Returns and Refunds Policy explains how returns, cancellations, refunds, faulty goods, damaged goods and incorrect items are handled for purchases made through www.power-hub.co.uk.
Returns and refunds are handled according to customer type, product type, statutory rights, return reason, condition of goods and whether a product was supplied from standard stock or through a supplier-direct arrangement.
Customers should contact Power-Hub support or use available account tools to start a return. You should provide the order number, item being returned, return reason and photographs where the item is damaged, faulty, incorrect or incomplete.
Power-Hub may provide return instructions, request further evidence, confirm the appropriate return address or coordinate with a supplier, manufacturer, distributor or fulfilment partner where the item was supplied directly.
Consumers buying online may have the right to cancel many online purchases within 14 days of receiving the goods without giving a reason, subject to legal exceptions. Once cancellation has been notified, the customer normally has a further 14 days to return the goods or arrange collection where applicable.
Consumer cancellation rights do not apply to every product. Exceptions may include customised goods, made-to-order goods, sealed goods not suitable for return once opened, hygiene-sensitive goods, digital content after access and other categories recognised by law.
Products should be unused, complete, securely packed and returned with accessories, manuals, components, labels and packaging where applicable. Unopened and unused products will usually be eligible for a full refund subject to inspection.
Opened but unused products may still be returned within the permitted period, although deductions may apply where legally permitted if the value has been reduced by handling beyond what is necessary to inspect the goods.
We may refuse a return or reduce a refund where the product has been used, damaged by misuse, installed, modified, handled without reasonable care, returned incomplete, returned outside the permitted period or is no longer in resaleable condition due to customer handling.
If an item arrives faulty, damaged, incorrect or incomplete, customers should contact support as soon as possible. Power-Hub may request photographs, serial numbers, packaging images, courier labels, delivery notes or other evidence to investigate the issue.
Depending on the circumstances, Power-Hub may offer a refund, replacement, repair, exchange, collection, spare part, partial refund or supplier warranty support. Customers should not install, use, modify or dispose of faulty, damaged or incorrect goods unless instructed to do so.
Refunds are normally made to the original payment method after returned goods are received and inspected or after sufficient evidence has been provided where return is not required. Please allow 5 to 10 working days for the refunded amount to appear after processing, depending on the payment provider.
Where a supplier-direct product is involved, refund processing may require supplier inspection, collection confirmation, warranty assessment or proof of return before final approval.
Original delivery costs are usually refunded only where the return is due to a faulty product, damaged product, incorrect item supplied or an error by Power-Hub or the relevant supplier. Premium, express, timed or upgraded delivery charges may not be refunded beyond the standard delivery cost unless legally required.
Business customers may request returns in line with the Power-Hub returns process. While statutory consumer cancellation rights do not apply to business purchases, Power-Hub aims to assess business return requests fairly and reasonably.
Return eligibility may depend on product type, condition, supplier policies and the nature of the order. Certain products, including special-order, made-to-order, supplier-direct, custom procurement, clearance, installed or used goods, may have specific return limitations or may not be eligible for return unless faulty, incorrect or otherwise agreed.
Where a business return is approved, Power-Hub will confirm the appropriate return method and clearly communicate any applicable handling requirements or costs in advance.
Where a product was supplied directly by a supplier, manufacturer, distributor or fulfilment partner, Power-Hub may need to obtain supplier instructions or approval before confirming a return route. The return address may differ from the Power-Hub registered address.
Customers must follow the return instructions provided. Sending goods to the wrong address may delay processing or create additional costs.
We may be unable to accept returns for used products, customised products, personalised products, made-to-order goods, special-order goods, opened sealed goods not suitable for return, hygiene-sensitive goods, hazardous goods, installed goods, digital content after access, battery products subject to safety restrictions, or items returned outside the permitted period without agreement, unless faulty or required by law.
Power-Hub / Sitex Industrial Ltd
Unit 4, Maplebank Poultry Farm
Knatts Valley Road
West Kingsdown
Kent
DA4 0JY
Customers should contact support before returning goods, especially for supplier-direct, heavy, hazardous, battery, electrical or special-order items.