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Refund Policy

1. Overview

Rox Electrical Services aims to provide a professional, reliable, and high-quality service.
This Refunds and Returns Policy explains your rights and our procedures regarding refunds, returns, and cancellations for electrical services and materials supplied.

2. Services (Labour)

As an electrical contractor, we provide services that begin once a quotation has been accepted or work has started.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if work begins during the 14-day cooling-off period with your consent, you may still cancel, but you’ll be charged for the work completed up to that point.

You may be entitled to a partial refund if:

  • You cancel before significant work has begun.

  • You have paid a deposit and the service has not yet started.

  • We fail to complete the service as agreed.

Refunds for services already carried out are not usually available unless the work is proven defective or incomplete.

3. Materials and Parts

Where materials, fittings, or electrical components are supplied:

  • Unused items may be returned for a refund if they are in new condition and not custom-ordered or cut to size.

  • Custom or special-order parts (e.g., bespoke lighting, consumer units, or control systems) cannot be refunded unless faulty.

  • Faulty materials will be replaced or refunded in line with the Consumer Rights Act 2015.

  • You must notify us within 14 days of discovering a defect.

4. Faulty Workmanship or Defective Installation

All workmanship is guaranteed for 12 months from the date of completion, in accordance with our Terms and Conditions (Section 8).
If a defect arises due to our workmanship:

  • We will inspect and rectify the issue at no additional cost.

  • If the fault is due to misuse, tampering, or damage by others, this guarantee will not apply.

  • Where re-inspection confirms a genuine workmanship fault, you may be entitled to a refund or remedial work free of charge.

All electrical work is carried out in accordance with BS 7671:2018 + A2:2022, including Regulation 631.1 and 631.2, ensuring installations are verified and certified properly.

5. Deposits and Advance Payments

  • Deposits are used to secure labour time and purchase materials.

  • If you cancel before work starts, we may retain part of your deposit to cover administrative and restocking costs.

  • If we are unable to carry out the work for reasons beyond your control (e.g. illness, emergencies, or material shortages), your deposit will be refunded in full.

6. Cancellations and Cooling-Off Period

For domestic customers, you have the right to cancel within 14 days of accepting a quote made off-premises (for example, after a home visit), unless you have agreed that work may begin immediately.

If work has already started during that period, you will only be charged for the proportion of work already completed and any materials purchased.

7. Refund Processing

If a refund is approved:

  • Refunds will be processed using the same payment method used for the original transaction.

  • Processing time is typically 5–10 working days.

  • We will provide written confirmation of any refund issued.

8. Exclusions

Refunds or replacements will not be provided where:

  • The issue arises from misuse, negligence, or interference by a third party.

  • You fail to follow our advice or manufacturer’s instructions.

  • The defect is due to normal wear and tear or environmental conditions (e.g., corrosion, damp ingress, or pest damage).

  • The customer delays access required for rectification.

9. How to Request a Refund or Return

To request a refund or report an issue, please contact:

📧 Email: sales@roxelectricalservices.co.uk
📞 Phone: 07961240490
📮 Address: 32 Deer Park Way, Thorney, Peterborough, PE60FS

Please include your invoice number, date of service, and a description of the issue.

We aim to respond within 5 working days and resolve your request as quickly as possible.

10. Governing Law

This Refunds and Returns Policy is governed by the laws of England and Wales.
Any disputes will be handled through the appropriate UK small claims or civil procedure process.

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