Policies

Returns

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Last updated

Overview

This policy applies to all purchases made through Pluggy (pluggy.uk). It explains your rights and our procedures for returns and refunds. We aim to make the process fair and straightforward while complying with UK consumer law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

This policy does not affect your statutory rights.

Returns Summary

  • Product condition accepted: New and slightly used.
  • Return window: 45 days from the date of delivery.
  • Return method: By post.
  • Return label/postage: Customer responsibility.
  • Restocking fee: No cost.
  • Refund processing time: Within 14 days after we receive and inspect the return.

Change of Mind Returns (Non-Faulty Items)

Cooling-Off Period

You have the legal right to cancel your order and return most items within 14 days of receiving your goods. We voluntarily extend this to 45 days from the date of delivery for eligible items as a goodwill gesture.

Eligibility Requirements

  • Items can be returned in new or slightly used condition, provided they remain complete and suitable for resale (including accessories, manuals, and packaging where applicable).
  • You must notify us of your intention to return within the 45-day window.
  • You have 14 days from notifying us to send the items back.

Exclusions

The following items cannot be returned under change of mind:

  • Perishable, consumable, or hygiene-sensitive products once opened or unsealed.
  • Products where a seal has been broken and the item cannot be resold for health or hygiene reasons.
  • Personalised, customised, or made-to-order items.
  • Digital downloads or software once accessed or activated.
  • Items returned without original packaging or in a used or damaged condition.

For excluded items, we cannot accept returns unless they are faulty (see below).

Faulty, Damaged, or Misdescribed Items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, as described, and match any sample shown.

  • Report faults within 45 days of delivery for the strongest rights (full refund option).
  • For faults reported after 45 days and within 6 months, we may offer a repair, replacement, or partial refund depending on the circumstances.
  • Dead on Arrival (DOA) or items damaged in transit: please notify us within 48 hours with photos and your order number for the fastest resolution.

Returns are sent by post, and customers are responsible for arranging and paying return postage/labels. Refunds will be issued to the original payment method once the item has been inspected.

How to Return an Item

Please follow these steps — do not send anything back before contacting us first:

  1. Contact us: Email support@pluggy.uk with your order number, item details, and reason for return. Include photos if the item is faulty or damaged.
  2. Await authorisation: We will provide a Returns Authorisation (RA) number and instructions.
  3. Pack securely: Use the original packaging where possible to protect the item in transit.
  4. Ship with tracking: Use a tracked service (e.g. Royal Mail Signed For or a courier). We recommend insuring high-value items.
  5. Include a note: Place a note inside with your order number, RA number, and reason for return.

Returns Address

Pluggy
Hillcrest, High Street

Tuddenham, Ipswich
Suffolk
IP6 9BN
United Kingdom

Refunds

  • Once we receive and inspect your return, we will process the refund within 14 days.
  • Refunds are issued to the original payment method only unless we are legally required to do otherwise.
  • For statutory cancellations within the 14-day cooling-off period, we will refund the price paid for eligible goods and the standard outbound delivery charge in line with your legal rights.
  • For returns accepted under our voluntary 45-day goodwill policy after the 14-day cooling-off period has expired, we refund the price of the goods only and do not refund the original delivery charge unless the item is faulty or we agree otherwise.
  • Return shipping/postage costs are the customer's responsibility unless we confirm otherwise in writing.
  • No restocking fees apply.
  • We reserve the right to make a deduction from the refund if the value of the goods has been reduced as a result of you handling them more than necessary (e.g., returning them in a non-resaleable condition).

For general information about accepted payment methods, payment authorisation, and how refunds are handled back through the original payment route, please see our Payment Policy.

Important Notes

  • Proof of purchase (order confirmation or receipt) is required for all returns.
  • As return postage is customer responsibility, please keep your proof of postage and tracking details until your refund is complete.
  • We reserve the right to refuse returns that do not meet the conditions set out in this policy.
  • This policy applies to UK mainland orders. For Northern Ireland, Highlands & Islands, or international orders, additional restrictions or costs may apply — contact us for specifics.
  • We do not accept returns sent to any address other than the one provided above without prior written authorisation.

Contact Us

For any returns queries, email support@pluggy.uk or use the contact form on our website. Please include your order number in all correspondence.

This policy forms part of our full Terms & Conditions. We recommend keeping a copy for your records.

Thank you for shopping with Pluggy — we appreciate your business and are here to help.