Refund Policy

Return Policy

Thank you for purchasing from ChargeMaster EV. If you are not entirely satisfied, we are here to help you. ChargeMaster EV operates in accordance with the Consumer Contracts Regulations 2013 and Consumer Rights Act 2015.

The product images shown are for illustration purposes only and may not be an exact representation of the product. ChargeMaster EV reserves the right to change product images and specifications at any time without notice.

Return Process

Purchases online or by way of distance selling:

Returns will only be accepted if ChargeMaster EV Ltd sold the product(s) directly to you and they are returned in original packaging within the sealed anti-tamper bag.

You can cancel your order within 14 days with or without a reason; you then have a further 14 days to return your item(s). Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods.

When the item has been returned, ChargeMaster EV requires up to 14 days to process once received. This includes issuing credit if required. ChargeMaster EV reserves the right to make deduction(s) if the value of the product(s) has decreased, e.g., by way of damage.

Proof of purchase will be obtained via the website transaction or receipt.

Refunds can only be made using the original payment method (e.g., Debit card). Refunds to a card other than the original can only be processed if the original account details have expired or the original account no longer exists.

ChargeMaster EV excludes returns where:

Purchased items have been removed from the internal anti-tamper packaging; the seal must not have been broken.
The item has been personalised, e.g., a logo applied or made to a customer’s specification.
The return is not complete, has been used, scratched, damaged, or subjected to normal wear and tear, abnormal storage, or operating conditions.
Product information or instructions have not been followed, which has contributed or caused a fault or damage to the product(s).
Repairs or alterations have been made by a non-competent person or where the product’s design has been altered.
No return reference has been used on the return packaging or where there is no audit trail to associate the return to a customer (signed for or not).

Note: Customer rights may vary if ChargeMaster EV has entered into an alternative contractual arrangement.

Purchases by way of wholesale, from EV OneStop exhibitions or by way of product meetings and demonstrations

A customer can only submit a return request if they purchased directly from ChargeMaster EV.

Proof of purchase is required (e.g., Order number, which can be found on the dispatch note).

Customers may return a product(s) up to 30 days from the date you receive your order and will be given the option of a refund or an exchange. ChargeMaster EV does not accept items for exchange or refunds unless the product(s) are faulty.

If you do not reject the product(s) within the first 30 days, but identify a fault within 6 months of ownership, you'll need to provide ChargeMaster EV with a chance to remedy the fault by way of repair or replacement. If ChargeMaster EV is unable to resolve the fault following a reasonable period to remedy, you may ask for a refund (ChargeMaster EV requires up to 14 days to process a refund/credit).

After six months, ChargeMaster EV will require proof that a fault was present at the time you purchased the product(s) or first took ownership.

ChargeMaster EV excludes returns where:

Purchased items have been personalised (e.g., logo applied or made to a customer’s specification).
The return is not complete, has been used, scratched, damaged, or subjected to normal wear and tear, abnormal storage, or operating conditions.
The product information or instructions have not been followed, which has contributed to a fault or caused damage.
Repairs or alterations have been made by a non-competent person or where the product’s design has been altered.
No return reference number has been used on the returned product(s) or where there is no audit trail to associate a return to a customer (signed for or not).
A repair or alterations have been made by a customer to the product(s).
A fault or damage has occurred as a result of not using a competent person.
ChargeMaster EV advised maintenance or statutory maintenance has not been carried out on the product(s), which has contributed to a fault or caused damage.

Note: Customer rights may vary if ChargeMaster EV has entered into an alternative contractual arrangement.

Warranty

(OakEv add provide warranty link)

Subject to the provisions described below, this product is protected for one (1) year from the date of purchase against defects in material and workmanship.

Prior to returning any defective product to ChargeMaster EV, the end customer must report the faulty product to ChargeMaster EV by emailing info@chargemasterev.com.

If ChargeMaster EV agrees that the product should be returned, it will issue a Return Authorisation number. This number must be clearly marked on the packaging of the product to be returned. ChargeMaster EV may provide a prepaid label at its discretion; otherwise, the customer should return the product at their own cost.

Should the product fail to perform as described within the relevant warranty period as set out above, it will be repaired or replaced with the same or functionally equivalent product by ChargeMaster EV, at its discretion, free of charge, provided the end customer: (1) returns the failed product to ChargeMaster EV with shipping charge prepaid, and (2) provides ChargeMaster EV with proof of the original date of purchase. Returned or replacement products will be returned to the end customer with shipping charges prepaid.

Replacement products may be refurbished or contain refurbished materials. If ChargeMaster EV, by its sole determination, is unable to repair or replace the defective product, it will replace or refund the depreciated purchase price of the product.

The warranty does not apply if, in the judgement of ChargeMaster EV, the product fails due to damage from shipment, handling, storage, incorrect installation, accident, inappropriate use or cleaning of the product, relocation of the product after its first installation, abuse, misuse, or if it has been used or maintained in a manner not conforming to product manual instructions, has been modified in any way, or has had any serial number or other identification markings removed or defaced.

Repair by anyone other than a qualified electrician will void this warranty.

All defective products should be returned to ChargeMaster EV with shipping charges prepaid unless ChargeMaster EV has provided a prepaid label. ChargeMaster EV will not supply prepaid returns labels.

Should an issue be found with your unit, ChargeMaster EV will return your repaired/replaced unit free of charge to any UK address. If the unit is found not to be defective, return postage will need to be paid for by the customer.

Nothing in this agreement will affect the end customer’s statutory rights or limit or exclude ChargeMaster EV liability for (1) death or personal injury caused by its negligence, or the negligence of its employees, agents or subcontractors (as applicable), (2) fraud or fraudulent misrepresentation; (3) defective products under the Consumer Protection Act 1987; or (4) any matter in respect of which it would be unlawful for ChargeMaster EV to exclude or restrict liability.

The maximum liability of ChargeMaster EV under this warranty is limited to the purchase price of the product covered by the warranty.

ChargeMaster EV only supplies products for resale for domestic, light commercial, and private use. ChargeMaster EV accepts no liability to the end customer for any loss of profit, loss of business, business interruption, loss of business opportunity, or travel time incurred.

Postage and Returning Products

If your product is faulty, you do not need to pay for the return postage.

By following the relevant returns process, you can return the products free of charge. If you ship the parcel back to us yourself, we will only reimburse up to £8.

If ChargeMaster EV tests a return and finds the product(s) to be without fault, there will be a charge made to cover the collection postage, testing, packaging, return postage, and all other administration costs.