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Return Policy

We always endeavour to treat our customers fairly and whilst our 14 day refund is subject to the terms and conditions set out below, please contact us for any further information you require.
In order to meet safety legislation, our 14 day refund excludes electrical Products which have already been installed.

Returns Procedure
Complete and submit the Return Merchandise Authorisation Form.

Your Returns Policy
(a) We have a 14 day return policy. If you are not completely satisfied with your purchase, you can return it for a refund, exchange or credit as long as it is in the same condition as it arrived, including the original and undamaged packaging and resaleable condition of the Products, within 14 days of receiving the Products.

(b) Items returned within 14 days but not in their original and undamaged packaging will incur a -20% sub charge per package.

(c) Individual items from a bundle cannot be refunded. If you want a refund or credit for a bundle, all items must be returned to us.

(d) Products that are correctly supplied may be returned (at the buyer’s expense) without the Company’s written agreement within 14 days of purchase date. Products that are returned have to be accompanied by a Return Merchandise Authorisation Form stating the receipts invoice or order number and the date thereof together with the reason for the return.

(e) If you return Products that do not adhere to our returns procedure e.g. outside the 14 days or do not include a Return Merchandise Authorisation Form, you may be liable for a £10 administration fee, and the amount stated on the invoice will be issued as credit only not including delivery charge.

(f) Refund or replacement is not available under the following circumstances;

(i) defaced; 
(ii) altered; or
(iii) damaged beyond repair

Clearance Items
Products that are brought from promotional offers that are offered as clearance or end of the line will not be eligible for a refund, only exchange or credit at the current listed price only. If the Products are no longer stocked by us, there will be no material replacement. Credit can be issued against a replacement Product at the current pricing.

Over 14 Days Return
Non-faulty Products that are returned after the 14 day period, and/or not in its original, undamaged packaging in a resalable condition, can only be exchanged or for credit and -20% off the Product price returned for re-stocking. No refunds will be offered and a delivery charge may be applicable.

We will refund it to the method of original payment of the person who primarily placed the order, less any applicable return delivery charges. Please allow up to 2-3 working days for the refund to be completed.

Returns Delivery Method
(a) This is at your discretion. We are not liable for any Products in transit, until it has been signed for by a member of our team.

(b) Postage charges for any returned Products (non-faulty) are at your own expense.

(b) We will only refund your return postage on faulty/incorrect product/s when using Royal Mail 2nd class recorded delivery.

Returns from Multiple Orders
(a)If you are returning several items from different orders, a Return Merchandise Authorisation form needs to be completed for each individual order number. If your Product is faulty, you need to follow the Procedure to Return an Item, where you will be able to state that it’s faulty and the reasons and provide photo evidence. The Products will then arrive at our warehouse for testing and our customer service team will be in contact.

(b) Please check your order immediately upon delivery. If any of the Products you have received is damaged or your order is incomplete, we must be notified by email within 48 hours. We can/will refuse any claims, either for short order or damage if we are not informed within this timescale.

(c) If the Products are damaged, we will require photo evidence.

(d) If your order has not arrived, or arrives incomplete or damaged, please contact our customer service team by email at

(e) In the improbable event that you or agent (including electricians or other installers) discover a defect upon taking delivery of the Products, then notwithstanding your rights, we require that you notify us as soon as possible, and in any event no later than 14 days of the date of delivery (or such longer periods as we may, in our absolute discretion, otherwise agree to), and before any installation work is undertaken. We will then deal with the Products in accordance with our returns policy for detective Products.

(f) Where the Products are incorrect, we will ask you to return them to us before we send out the correct replacement.

(g) We need to be able to identify the Products with your order. We can only do this if a Return Merchandise Authorisation Form has been included inside the returned package. Please do not send us back the package without the form, as the Products will not be correctly identified and the returns procedure will be delayed.

Returning an item within the warranty
(a) If the Products are under warranty and a replacement is required, you just need to complete the Return Merchandise Authorisation Form and follow the correct returns procedure. When the Products have been received, we will check that it is within our warranty and for any faults before arranging a replacement.

(b) If a refund is required for faulty Products, a Return Merchandise Authorisation Form also needs to be completed and sent back to us with the Products.

Return Address
Switch Live, Unit 4 The Crosshouse Centre, Crosshouse Road, Southampton, Hampshire, SO14 5GZ