Refund policy

 

Infinity Portable Power Stations
Last updated: Feb 16, 2025

At Infinity Portable Power Stations, we are committed to delivering high-quality products and a fair, transparent returns process.

This policy applies to all purchases made through our website and aligns with our UK Shipping Policy.

1. Order Cancellation (Before Dispatch)

You may cancel your order for a full refund at any time before dispatch.

Once you receive your dispatch confirmation email with tracking details, the order has left our warehouse and can no longer be cancelled.

2. Cancellation After Dispatch / Refused Delivery

If you cancel after dispatch or refuse delivery:

  • You will be responsible for return shipping costs
  • A return fee between £50–£150 will apply, depending on the product’s size, weight and courier charges
  • Any additional remote-area delivery surcharge (if applicable) will not be refunded

We are unable to intercept or stop deliveries once dispatched.

3. Your 14-Day Right to Cancel (UK Consumer Contracts Regulations)

Under UK law, you have the right to cancel your purchase within 14 days of receiving your goods.

To exercise this right:

  • Notify us in writing within 14 days of delivery
  • Return the item unused and in its original condition
  • Ensure original packaging and all accessories are included

For non-faulty returns under this cooling-off period:

  • A return fee of £50–£150 will apply
  • This reflects the genuine courier costs for transporting heavy goods

Refunds will be processed within 14 days of receiving the returned item.

4. Condition of Returned Goods

To qualify for a refund:

  • Items must be unused beyond reasonable inspection
  • Products must not show signs of installation or operation
  • All packaging must be intact
  • All accessories, cables and documentation must be included

If returned goods show signs of use beyond reasonable inspection, we may deduct an amount reflecting diminished value, in line with UK consumer law.

5. Damaged or Faulty Products

If your item arrives damaged or develops a fault:

  • Notify us within 48 hours of delivery for transit damage
  • Provide photos or videos of:
    • The product
    • Packaging
    • Shipping label

If confirmed as damaged in transit or faulty:

  • We will arrange replacement, repair or full refund
  • Return shipping will be covered by us
  • No return fee will apply

This does not affect your statutory rights under the Consumer Rights Act 2015.

6. Delivery & Return Logistics

As outlined in our Shipping Policy:

  • Large items are delivered kerbside
  • Items are heavy and require appropriate handling
  • Returns must be securely packaged in original packaging

Failure to properly package returns may result in damage deductions.

7. Return Process

To initiate a return:

  1. Email support@infinitypps.co.uk within 14 days of delivery
  2. Include your order number and reason for return
  3. Wait for written return approval and instructions
  4. Repackage securely in original packaging

Returns sent without prior approval may not be accepted.

8. Refund Processing

Once we receive and inspect the returned item:

  • You will receive confirmation
  • Refunds will be processed within 3–5 working days
  • Funds will be returned to the original payment method

Please allow additional time for your bank or card provider to process the refund.

9. Currency

All transactions and refunds are processed in British Pounds Sterling (GBP).