Refund policy

Surplify sells surplus electrical and electronic products. Please check each listing for its condition, pack quantity, testing status and included accessories.

Consumer purchases: changing your mind

If you buy online as a consumer, you can normally cancel without giving a reason by telling us within 14 days after the day you receive your goods. You then have a further 14 days to send them back. Email sales@surplify.co.uk with your order number and a clear statement that you wish to cancel. Contact us for return instructions; your right to cancel does not depend on our prior approval.

You pay the direct cost of returning goods when you change your mind. Please pack them securely and retain proof of posting. You may inspect goods as you would in a shop. We may reduce the refund for loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

We will refund you using your original payment method within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier. When you cancel the whole order, the refund includes the cost of our least expensive standard delivery option. Any extra paid for express or upgraded delivery is not refundable as part of a change-of-mind cancellation. We do not charge a restocking fee for consumer cancellations.

Faulty, damaged or incorrectly described goods

If an item is faulty, damaged on arrival or not as described, email sales@surplify.co.uk with your order number and details of the problem. Photographs can help us resolve it. We will arrange an appropriate remedy in line with your statutory rights and cover reasonable return costs where the goods are faulty or not as described. The change-of-mind cancellation period does not limit your rights concerning faulty goods.

Exceptions

The change-of-mind right may not apply to goods made to your specifications or clearly personalised, or to sealed goods unsuitable for return for health protection or hygiene reasons once unsealed. This does not affect rights where goods are faulty or not as described. Goods are not excluded from consumer cancellation rights simply because they are used or surplus.

Business purchases

The consumer change-of-mind cancellation right does not apply to purchases made for your business. Returns of correctly described goods bought for business use are accepted only by prior agreement with Surplify. Contact us before ordering if you require particular testing, compatibility or return arrangements. This does not exclude any rights or remedies that apply by law.