Refund policy

Delivery

We provide FREE tracked delivery via Royal Mail Tracked 24 or DPD Next Day on all orders, and ship by the next working day, Monday to Friday. You'll receive dispatch confirmation with tracking details by email once your order leaves our warehouse.

Estimated delivery timeframes after dispatch:

  • UK Mainland: 1-2 working days
  • Scottish Highlands & Remote Areas: 2-4 working days
  • Channel Islands & Isle of Man: 3-5 working days

Please note we do not currently ship to Northern Ireland.

Returns

We want you to be completely satisfied with your purchase. If you're not happy for any reason, you have 30 days from the date of delivery to request a return.

Conditions for Return

To receive a full refund, items must be:

  • Unused and in their original, resaleable condition
  • Complete with all accessories, manuals, and original packaging, with the packaging undamaged
  • Accompanied by proof of purchase or your order number

We inspect every return. Signs of use include marks or wear on the cable, connectors, pins or logos, and any dirt, hair or debris. Packaging that arrives crushed, torn or written on counts as damaged, including damage on the way back to us.

If an item is returned used, damaged or incomplete, we may reduce your refund to reflect its loss in value. For returns requested more than 14 days after delivery, we may instead decline the return and send the item back to you.

How to Initiate a Return

Please contact us before sending anything back. To start a return, email us at customerservice@topcharger.co.uk with your order number and reason for return. We'll then provide you with the return address and any further instructions.

Faulty or Damaged Items

If your item is faulty, contact us at customerservice@topcharger.co.uk. Within 30 days of delivery, you can choose a full refund. After that, we’ll repair or replace it in line with your statutory rights. Our Type 2 charging cable also comes with a 3-year warranty (see Warranty information). Wear and tear, misuse and accidental damage aren’t covered.

Compatibility Problems

Please check the compatibility requirements in our product descriptions before ordering. If an item doesn’t fit because your vehicle doesn’t meet those requirements (for example, the panels aren’t steel or the charge port is larger than stated), it’s treated as a change-of-mind return and you pay return postage. If an item doesn’t fit a vehicle that meets the stated requirements, email customerservice@topcharger.co.uk and we’ll cover return postage and exchange or refund it. Differences in your vehicle’s electric range or charging speed aren’t a compatibility problem, as these depend on the vehicle itself.

Change of Mind Returns

If you've simply changed your mind, you are responsible for return postage costs. Please pack items securely, ideally in an outer box, and use a tracked service. We can't be responsible for returns lost or damaged on the way back to us.

Refund Processing

We aim to inspect returns within 2 working days of receiving them, and we'll notify you by email of the outcome. Approved refunds are processed within 5-7 working days to your original payment method, and always within 14 days of us receiving your return. Please allow a few additional days for your bank or card issuer to process the payment.

If your refund hasn't appeared after 10 working days, please check your bank account or card statement first, then contact your bank as processing times can vary. If you're still having trouble, get in touch at customerservice@topcharger.co.uk and we'll look into it straight away.

Exchanges

We're happy to exchange faulty or damaged items for the same product.

For all other exchanges, the quickest solution is to return your item and place a new order once the return has been accepted. Contact us at customerservice@topcharger.co.uk to get started.

Sale and Clearance Items

Sale and clearance items can be returned within 14 days of delivery in line with your legal rights, but aren't covered by our extended 30-day returns period.

Your Statutory Rights

This policy doesn't affect your statutory rights.

Questions?

Our team is here to help. Email us at customerservice@topcharger.co.uk and we'll get back to you within 12 hours (our average response time is one hour).