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Your statutory rights

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

Returns, refunds and warranty policy for Voltforge Shop explains how we handle damaged items, incorrect orders, change-of-mind returns, faulty goods and manufacturer-backed warranty support.

We want this to be straightforward. If something is wrong, tell us. If something has arrived damaged, missing or incorrect, we want to know promptly so we can put it right. If a product is faulty, we will deal with it properly. If you simply change your mind, that can usually be handled too, provided the item is still in a resaleable condition and has not been fitted, modified or used.

1. General approach

Voltforge is an engineering-led business, but that does not mean we hide behind process for the sake of it. If there is a problem with an order, we would rather deal with it clearly and quickly than make customers fight their way through pointless admin. We do ask that you contact us first before sending anything back, because in many cases the right answer depends on what the product is, what has happened to it, and whether the issue is a return, a fault, shipping damage or a warranty matter.

2. If something is wrong with the order

If your order arrives damaged, incomplete, incorrect or otherwise not as expected, please contact us as soon as reasonably possible. Include your order number, a short explanation of the issue and, where useful, clear photographs. This gives us the best chance of sorting the problem quickly without unnecessary back-and-forth.

For more awkward or higher-value issues, we may call you from 01670 336766 and confirm everything by email as well. We do not use customer contact details for nuisance calling, upselling or information brokerage. If we contact you, it will be because we need to deal with the order properly.

3. Damaged, missing or incorrect items

If an item arrives damaged in transit, missing from the order or clearly incorrect, please let us know promptly. Do not install, modify or continue using a product that appears to have arrived in the wrong condition. We may ask you to provide photographs of the packaging, the product and any label information so we can assess whether the problem is a picking issue, a packaging issue or carrier damage.

Where the problem is confirmed, we will normally offer one of the following, depending on the situation:

• a replacement item
• a refund
• the missing part or correct item sent out separately

4. Change-of-mind returns

If you change your mind and want to return an item, please contact us first before sending anything back. We will confirm whether the item is eligible for return and how it should be packaged and sent.

Change-of-mind returns are generally only accepted where the item:

• is unused and unfitted
• is in a clean, resaleable condition
• includes all original parts, packaging, documentation and accessories
• has not been cut, crimped, modified, programmed, damaged or installed

Return postage for change-of-mind returns is normally the customer’s responsibility unless we agree otherwise in writing.

5. Faulty items

If a product appears to be faulty, please contact us before returning it. In some cases we may be able to resolve the problem without the item being returned, particularly where the issue is caused by configuration, system mismatch, installation error or product selection rather than a manufacturing fault.

If the item does need to come back for inspection, we will confirm the process with you first. We may ask for photographs, installation details, test results or a description of the wider system, especially for electrical products where the surrounding installation can directly affect product behaviour.

We do not expect customers to diagnose manufacturing faults perfectly, but we do expect basic honesty about how the item was used, installed and protected.

6. Warranty

Some products sold by Voltforge carry a manufacturer-backed warranty. Where that applies, the warranty terms are set by the manufacturer rather than invented by Voltforge. However, if you bought the product from us, your first point of contact should still be Voltforge unless we tell you otherwise.

Where appropriate, we will help assess the issue and either:

• handle the matter directly
• facilitate the manufacturer warranty process
• advise you on the next correct step

A warranty does not cover every possible outcome. It generally does not cover damage caused by incorrect installation, misuse, poor system design, reverse polarity, water ingress caused by bad fitting, overloading, incompatible charging arrangements, accidental damage or modifications made after supply. In other words, a product that has been abused, misapplied or wired into nonsense does not automatically become a warranty claim because it has stopped smiling.

7. Custom-built, made-to-order and modified items

Items that are custom-built, made to order, specially sourced, cut to length, modified to customer instruction or otherwise prepared specifically for a customer may not be eligible for change-of-mind return once work has started or once the item has been dispatched.

This is particularly relevant to custom harness sections, bespoke cable assemblies, altered connector kits, special-order parts and similar products where the item is no longer general stock.

If you are not sure whether an item is standard stock or customer-specific, ask before ordering.

8. Returns conditions

Any item returned to us should be properly packaged so that it arrives in the same condition it left your possession. If an item is returned poorly packaged, damaged in return transit or obviously incomplete, that will affect how the return is handled.

Please do not send items back without contacting us first. An unannounced parcel with no context, no order number and no explanation is not a sophisticated customer service strategy.

9. Refunds

Where a refund is due, it will normally be made back to the original payment method. The timing may depend on the payment provider and the circumstances of the return, but we will not sit on approved refunds for sport.

Refunds may be full or partial depending on the condition of the returned goods, whether the issue is a fault or a change-of-mind return, and whether any part of the order was custom-made, missing, damaged after delivery or otherwise no longer resaleable.

10. Questions before returning anything

If you are unsure whether an item should be returned, whether something is likely to be treated as a fault, or whether a manufacturer warranty is the right route, please get in touch first. We would rather give you a straight answer up front than have products wandering around the courier network for no useful reason.

If we need to speak with you directly about a more involved order or warranty issue, we may call you from 01670 336766 and confirm everything by email as well. Please make sure your order includes both a phone number and an email address so we can deal with any issue properly if needed.

For delivery and postcode-related shipping matters, please also see our Shipping Policy.