This policy explains returns, cancellations and refunds for purchases from Powoo. It is intended to be read with our Terms of Service and Sale.
Powoo is operated by POWONE LTD (company number 11761974), a UK private limited company.
Registered office: 10 Claremont Road, Folkestone, Kent, United Kingdom, CT20 1DQ. The registered office is not a retail shop or customer returns address.
Email: support@powoo.co.uk
Support phone: +44 1923 231899
1. Our voluntary 30-day return policy
In addition to your statutory rights, we offer a voluntary return window of 30 days from the date you receive the item for eligible goods. This voluntary policy does not reduce any rights you have under UK consumer law.
For a voluntary change-of-mind return after the statutory cancellation period, items should be unused, in resaleable condition and, where reasonably possible, returned with original packaging, accessories and proof of purchase.
2. Statutory right to cancel an online order
For most goods bought online, UK consumers have a legal right to cancel without giving a reason. The cancellation period normally ends 14 days after the day on which you, or a person you nominate, receives the goods. If one order is delivered in multiple parts, the period normally runs from receipt of the last item or part.
To cancel, send a clear statement to support@powoo.co.uk before the cancellation period ends. You may use the model cancellation form at the end of this policy, but you do not have to.
After notifying us of cancellation, you must normally send the goods back within 14 days.
3. How to start a return
- Email support@powoo.co.uk with your order number, the item you want to return and the reason if you wish to provide one.
- We will provide return instructions and the correct return address. Do not send returns to our registered office unless we specifically instruct you to do so.
- Pack the item securely and keep proof of posting or tracking until your return is completed.
4. Return postage and fees
Change of mind: Unless we state otherwise for a particular order, you are responsible for the direct cost of returning goods when you cancel because you changed your mind.
Faulty, damaged, misdescribed or incorrect goods: Where the goods do not conform to the contract or we sent the wrong item, we will provide an appropriate remedy and will bear reasonable return costs where return is required.
We do not charge a restocking fee for consumer returns.
5. Condition of returned goods
You may examine goods as you would reasonably be able to in a shop. If you handle goods beyond what is necessary to establish their nature, characteristics and functioning, the law may allow a deduction for diminished value. This does not apply where the goods are faulty or otherwise do not conform to the contract.
6. Exceptions
Some statutory cancellation rights do not apply to certain goods, including where applicable:
- goods made to your specifications or clearly personalised;
- goods that are liable to deteriorate or expire rapidly;
- sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed; and
- other categories specifically excluded by applicable consumer law.
Sale or discounted items are not automatically excluded from statutory rights or from this voluntary 30-day policy unless a lawful exception applies.
7. Faulty or non-conforming goods
UK consumers have statutory remedies if goods are faulty, not as described, not fit for purpose or otherwise fail to conform to the contract. Depending on the circumstances and timing, remedies can include rejection and refund, repair, replacement, price reduction or a final right to reject. Contact us promptly and describe the issue so we can resolve it.
8. Damaged, missing or incorrect items
Please inspect your order when it arrives and contact us as soon as reasonably possible if an item is damaged, missing or incorrect. Photos of the item and packaging can help us investigate, but asking for evidence does not remove your statutory rights.
9. Refund timing and method
For a valid statutory cancellation, we will refund sums due without undue delay and normally no later than 14 days after we receive the returned goods or, if earlier, after you provide evidence that you sent them back. We may withhold the refund until we receive the goods or evidence of return where the law allows.
Refunds are normally made to the original payment method. Your bank or payment provider may take additional time to show the credit after we issue it.
10. Delivery charges
If you paid for delivery and exercise a statutory cancellation right for the whole order, we will refund the cost of the least expensive standard delivery option we offered, as required by law. Extra cost for a premium delivery option is not normally refundable. Standard UK delivery is currently advertised as free, so there may be no outbound delivery charge to refund.
11. Exchanges
If you want a different item, contact us. Depending on stock and fulfilment arrangements, we may offer a replacement or ask you to return the original item for a refund and place a new order.
12. Model cancellation form
You may copy and send the following form if you wish to cancel under the statutory cancellation right:
To: Powoo / POWONE LTD, 10 Claremont Road, Folkestone, Kent, United Kingdom, CT20 1DQ, email: support@powoo.co.uk
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Order number:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date: