Return & Refund Policy
Important: This is a policy template and not legal advice. Consumer statutory rights apply in the UK. See our Limitation of liability section below.
Scope
This policy covers purchases of electronic goods from ShopFam Ltd sold via this website to consumers in the United Kingdom. If you buy as a business (B2B) different rules may apply.
Our product information & disclosures
Our product specifications (including wattage, compliance statements and technical details) come from manufacturers and suppliers. We rely on the information they provide and cannot independently guarantee specifications beyond what the manufacturer supplies. If you require confirmation of compliance or technical details, please contact us before purchase.
Change of mind / Wrong model ordered (non-faulty)
- Notify us by email within 3 calendar days of delivery if you received the wrong model or ordered the wrong model and wish to return it. The buyer is responsible for the cost of return postage for change-of-mind or wrong-model returns unless we explicitly state otherwise.
- Items returned for change of mind or wrong model must be returned in the same condition received unless the item had to be opened to check compatibility. If the item is opened or used beyond what is necessary to check compatibility, we may deduct for diminished value or refuse a refund.
- Returns must be sent to our returns address (see Contact Information). We recommend obtaining proof of postage for all returns.
Faulty, not as described or unfit goods
If an item is faulty, not as described or unfit for purpose you have statutory rights under UK consumer law. In summary:
- If you report a fault within 30 days of delivery we will offer a full refund or replacement in accordance with applicable law. :contentReference[oaicite:1]{index=1}
- After 30 days but within 180 days we will normally offer repair or replacement where possible. During this 31–180 day period our usual remedy is to offer a replacement (same or similar) rather than a refund; replacement postage arrangements are described below. :contentReference[oaicite:2]{index=2}
- After 180 days you may still have rights under UK law if you can demonstrate the fault was present at delivery.
Return postage & who pays
- For confirmed faults reported within 30 days we will refund or reimburse the standard cost of return postage (we may provide a returns label or refund postage on receipt). :contentReference[oaicite:3]{index=3}
- For suspected faults reported after 30 days (but within 180 days) we will generally offer a replacement; the buyer is responsible for return postage unless we explicitly agree otherwise in writing.
- For change-of-mind or wrong-model returns (within 3 days notice) the buyer is responsible for return postage unless otherwise stated.
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No refund or replacement will be issued without the returned goods (unless we explicitly agree otherwise in writing).
How to make a return
- Email us at sales@shopfam.co.uk with your order number and a description of the issue.
- If authorised, send the goods back to our business address.
- Pack items securely and obtain proof of postage. We recommend using a tracked service.
Restocking, deductions & inspections
Returned items will be inspected. Where an item has been used beyond inspection we may deduct a reasonable amount for diminished value or refuse a refund. We may apply a restocking fee for non-fault returns where this was clearly notified at purchase.
Delivery address & changes
The delivery address provided at checkout must be correct. If you provide an incorrect address any additional charges or losses caused by an incorrect or undeliverable address may be charged to you. Requests to change the delivery address after order placement are at our discretion and depend on the order fulfilment stage.
Limitation of liability
Except where prohibited by law, our liability for any product sold is limited to the purchase price actually paid for that product. This limitation does not affect your statutory rights under UK consumer law. :contentReference[oaicite:4]{index=4}
Questions
If you have questions about returns please contact sales@shopfam.co.uk
