Refund policy

This policy sets out how to return something you have bought from PlugPanel, and what happens next. It sits alongside your legal rights, it does not replace them.

PlugPanel Ltd, company number 17412062, registered in England and Wales.

Changed your mind

You have 30 days from the day your order arrives to tell us you want to return it. That is longer than the 14 days the law requires, and we are happy to give it.

To start a return, email info@plugpanel.co.uk with your order number. You do not need to give a reason.

Once you have told us, you have a further 14 days to get the kit back to us.

What condition it needs to be in

You are welcome to unpack the kit and look at it, in the same way you would examine something in a shop. What you cannot do is use it and then return it.

If the kit comes back damaged, weathered, or showing signs of having been set up outdoors and connected, we may reduce your refund to reflect the loss in value. We will always tell you before we do this, and explain the amount.

Please keep the original packaging if you can. These are large, heavy items and the box is designed to protect them. Returning a panel without its packaging usually means it arrives damaged, which reduces what we can refund.

Who pays to send it back

If you are returning because you changed your mind, you pay the return carriage. We will tell you the cost when you contact us and you can either arrange your own carrier or ask us to book one and deduct it from your refund.

These are not parcels. A single panel is around 25kg and the Duo kit is roughly 74kg on a pallet. Return carriage is typically £45 to £95 depending on the kit and where you are. We will always confirm the exact figure before anything is booked.

Your refund

We refund within 14 days of receiving the kit back, to the same payment method you used.

We refund the price you paid plus the standard delivery charge. If you chose an upgraded delivery service, we refund the standard rate rather than the premium.

Something is wrong with it

This is different, and your rights are stronger.

First 30 days

If the kit is faulty, damaged, or not as described, you have a short term right to reject it. Tell us within 30 days of delivery and you can have a full refund. We pay the return carriage.

After 30 days, up to six months

We will repair or replace it. If that is not possible, or does not fix the problem, you are entitled to a refund. During this period, a fault is assumed to have been there from the start unless we can show otherwise.

After six months

The same right to repair or replacement applies for up to six years in England and Wales, or five years in Scotland, but after six months you may need to show the fault was present when the kit was delivered.

All of this sits alongside the manufacturer warranty, which is separate and longer. See the warranty details on the product page.

Damaged in transit

Check the kit when it arrives. If the packaging is visibly damaged, note it with the driver if you can, and email us within 48 hours with photographs of the packaging and the contents. That helps us claim against the carrier, but it does not affect your rights if you spot the damage later.

If it turns out you cannot use it

Plug-in solar is not suitable for every building. Some are excluded because of cladding or ongoing fire remediation work, and Northern Ireland is outside the regulations entirely, which is why we do not ship to BT postcodes.

We would much rather you found this out before ordering, which is why the eligibility checker and the postcode tool are free and need no email address. Please use them.

If you order and then discover your building is excluded, that falls under the 30 day change of mind terms above. You are covered, and you pay the return carriage.

How to start a return

1. Email info@plugpanel.co.uk with your order number and, if something is wrong, a photograph
2. We reply within one working day with the return address and, where relevant, the carriage cost
3. Pack the kit, ideally in its original box
4. Send it back, or wait for the carrier we have booked
5. We refund within 14 days of it arriving

Cancelling before it ships

Email us as soon as you can. If the order has not left us we will cancel it and refund in full, including delivery. If it has already gone, it becomes a return under the terms above.

Contact

Email: info@plugpanel.co.uk

PlugPanel Ltd, company number 17412062, registered in England and Wales.

If we cannot resolve a complaint between us, you can escalate it through the Citizens Advice consumer service, or your local Trading Standards.