Refund policy
Start a return through our Contact Us page
Every return starts on our Contact Us page: select Returns on the enquiry form and tell us your order number and the reason. We will reply with a returns reference, instructions and the returns address. Please do not send anything back until you have them.
We can only refund goods we receive. Use a tracked service and keep the tracking number.
This policy reflects your rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
1Returns at a glance
| Requirement | Unwanted or ordered in error | Faulty, damaged, wrong item or not as described |
|---|---|---|
| Tell us within | 14 days of delivery | As soon as you notice. Within 30 days of delivery for a full refund |
| Send it back within | 14 days of telling us | 14 days of receiving our returns label or collection date |
| Return postage | You pay | We pay — returns label or courier collection |
| Condition | Unopened, original packaging, undamaged | As received |
| Refund | The price of the goods, plus the standard delivery charge | The price of the goods, plus the delivery charge you paid, in full |
2Unwanted or ordered in error
| What we need | Detail |
|---|---|
| Tell us within 14 days | Counted from the day you receive your order. Use the Contact Us form. |
| Send it back within 14 days | Counted from the day you tell us. |
| Fully sellable condition | Unopened, in the original packaging, with no damage to the batteries or the packaging. |
| Return postage | You pay. We do not offer free returns on unwanted items. |
| Delivery refund | Standard delivery is refunded only. The difference between standard delivery and any premium service is not refunded. |
Please double-check you are ordering the correct product before you place your order.
Sending batteries by Royal Mail
Loose lithium batteries (lithium metal and lithium-ion, UN3090 / UN3480) cannot be sent by Royal Mail, and posting prohibited dangerous goods is an offence under the Postal Services Act 2000. Alkaline, NiMH, zinc and hearing-aid batteries can be posted if they are unopened in their original packaging. If applicable, we will recommend a courier comparison service that carries lithium batteries.
3Faulty, damaged, wrong item or not as described
| Step | What happens |
|---|---|
| Tell us | Use the Contact Us form as soon as you notice the problem. We may ask for a photo to help us diagnose it. |
| We arrange the return | We send you a returns label or book a courier collection, at our cost. |
| You hand it over | Within 14 days of receiving the label or the collection date. Please be in for the courier, or post promptly if we sent a label. |
| We refund | In full, including delivery, once the item is back with us. Within 30 days of delivery you are entitled to a full refund; after that we will repair or replace. |
We still need the item back
We cannot refund a faulty, damaged or incorrect item until it is back with us, even if it is unusable.
4Refunds
| Refund information | Detail |
|---|---|
| Paid to | Your original payment method. |
| When | Within 14 business days of receiving the goods. We usually refund within 1–2 business days. |
| Card payments | Can take a few days to appear on your statement after we issue the refund. |
| PayPal | Appears immediately. |
| Payment wallets | The refund shows on the wallet almost immediately, and on the respective card within a few business days. |
Proof of postage
We can only refund goods we receive. Proof of postage is not proof of delivery — use a tracked service and keep the tracking number. If a parcel goes missing in transit, your claim is with the carrier.
5Business, public sector and credit account customers
Sales to businesses, public sector bodies and credit account customers are not covered by the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015, which protect consumers only. Our Terms of Service set out how we decide whether an order is a business order — company status is one factor; others include a business name on the order and order volume.
For business orders, returns of unwanted goods are at our discretion and, if accepted, may be subject to a restocking fee. Faulty goods on business orders are handled under our Terms of Service.