You can cancel an online order for any reason within 14 days, starting the day after it arrives, and return it for a refund. This is your legal right when you buy online in the UK.
How to return an order
- Contact us with your order number within 14 days of your order arriving.
- We'll register the return with the supplier and email you the return address and reference. Bluetti products go back to Bluetti, and everything else goes back to our wholesaler, MQL, in Staffordshire.
- Send the item back within 14 days of telling us you're cancelling.
- We'll refund you within 14 days of receiving it, or of you showing us proof that you've sent it. If you return the whole order, we also refund the delivery charge you paid.
Please contact us before sending anything back, so it goes to the right place.
Return costs
If you've changed your mind, you pay to send the item back. Large items such as fridges, air conditioners and awnings may need a courier or pallet collection, so ask us and we'll give you a price before you book anything.
If the item is faulty or damaged, or we sent the wrong thing, we pay for the return and arrange the collection.
Fitted or used items
Please don't fit an item until you're sure you're keeping it. You can examine it as you would in a shop, but if it has been used or handled more than needed to check it, we may reduce the refund to cover the loss in value, as the law allows.
Damaged, missing or wrong items
Tell us within 48 hours of delivery, with photos of the item, the inner packaging and the outer box, and keep all the packaging. See Delivery for what we need.
Faulty items
Bluetti products: if one fails within 30 days of delivery, including arriving dead on arrival, we'll arrange a replacement once the fault is confirmed.
Other brands: if one is faulty within 30 days of delivery, you can reject it for a full refund, or ask for a repair or replacement instead.
Please stop using a faulty item, and don't take it apart, so it can be assessed. For faults after 30 days, see Warranty.
Returns after 14 days
After the 14-day cancellation period, we don't have to take back items that aren't faulty. We can sometimes still accept an unused item in its original packaging, for example if you ordered the wrong size. For products from MQL, our supplier charges a £30 administration fee per order for these returns. That fee and the return carriage come off your refund, and we'll confirm the amount before you send anything.
Your legal rights
The 14-day right to cancel comes from the Consumer Contracts Regulations 2013. If something is faulty you also have rights under the Consumer Rights Act 2015, including the right to reject faulty goods for a full refund within 30 days of delivery. Our Refund policy has the full details.