Returns Policy
Need to return an item?
You can request a return using by contacting info@e4LiFe.co.uk
In addition to this policy you should also refer to our general Terms and Conditions of Sale.
If you change your mind
If you have simply changed your mind about any item ordered and you wish to return it, no problem. An order can be cancelled at any point before the goods are shipped to you. In line with the Consumer Contract (ICAC’S) Regulations you have a cooling off period where an item can be returned within 14 days following the day after you receive your item. The item must not be used and must be 'as new' when returned to us. You must return the item to us or request us to collect the item, in either case, at your cost. Once you've informed us that you wish to return your item, you have 14 days to return it. Once the item is received at e4LiFe Ltd, we will issue a full refund for the product to your original payment method.
Please note that this policy has some limitations.
You will not have the right to cancel/return an item if the goods are made to your specification or are customised to your requirements.
For faulty Products, returns will only be accepted if the product itself is deemed to be defective by the manufacturer in accordance with the End-User License Agreement.
Returns using your own method of delivery
If you elect for a refund of a Product returned by you because of a defect it will be refunded as per our refunds policy, including any standard delivery charges paid by you including the cost of sending the item to you, up to our cheapest delivery method. We will not refund premium delivery surcharges. e4LiFe Ltd will offer to collect defective products and we recommend that you contact us in the first instance to see if you can make use of this service. At your discretion you may arrange to return the product via your own courier method and e4LiFe Ltd will reimburse up to a reasonable amount. Shipping costs will only be refunded upon the receipt of proof of the carriage costs. To ensure charges incurred for courier method are reasonable, customers should contact e4LiFe Ltd first to check the estimate costs will be reimbursed before proceeding with your chosen courier method. e4LiFe Ltd will not refund delivery costs if the item is not defective or has been damaged through neglectful use.
Items Damaged in Transit
If any items were damaged in transit, we ask that you report it to us within two working days. If the items are visibly damaged on receipt, we recommend that you record this on the carrier's delivery note. Items should be returned in their original packaging, where possible, complete with all accessories and documentation. If the original packaging is damaged beyond reuse, items should be returned in suitable packaging to ensure the item is not damaged in return transit.
Once received back, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs if you have declined to use our collection service. What is a reasonable return carriage costs depends on the size of the product. The method and cost of return should first be agreed with e4LiFe Ltd before returning the product.
Items Faulty on Arrival
If your item is faulty on arrival, we request that you inform us within 14 days of receipt if you wish to receive a full refund. Items should be made available for collection or returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method. If you have declined to use our collection service by means to return the product, we will reimburse you for reasonably return carriage costs. What constitutes a reasonable return carriage costs depends on the size of the product. The method and cost of return should first be agreed with e4LiFe Ltd before returning the product. We test returned items, and if a returned item is found not to be faulty by our technicians, we will return the item to you, in this instance you will be liable for the return carriage costs.
Items Faulty after 30 days
If any of your purchases develop a fault, and it's more than 30 days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. If you prefer e4LiFe Ltd will accept your item back within the first 12 months to assess the fault. If the item is faulty, we'll fix it, replace it or or offer you a refund in accordance with the prorated warranty terms that apply to consumable items such as battery products.
The statutory rights summarised below are in addition to any manufacturer’s warranty which is offered with your product, such warranties will vary from product to product. If you have an issue with the product, you can choose whether to seek a remedy under the manufacturer’s warranty or your statutory rights.
As a consumer, you have legal rights in relation to product which are faulty, not as expected, of satisfactory quality, or fit for purpose. We offer resolutions according to the timelines outlined by the Consumer Rights Act 2015. Nothing in these terms will affect your legal rights.
Faulty Large Appliances
If you think your product may be faulty, we'll do our best to resolve the problem as quickly as possible.
Since the global COVID pandemic, stock shortages and delays have become significant in the industry and whilst we will endeavour to do our very best to offer an expedient resolution, some delays may be out of our control. We'll ask you to provide information on the product and the problem then one of our expert engineers will help identify the fault and repair where possible.
If the product is faulty we'll offer you a resolution in accordance with your legal rights and the prorated warranty provided.
Your statutory rights as a consumer
The statutory rights summarised in our terms and conditions are in addition to any manufacturer’s warranty which is offered with your items; such warranties will vary from item to item.
We are always happy to assist customers directly with any queries or complaints. Please contact info@e4LiFe.uk in the first instance with any issues. If you are not satisfied with the way that we resolve any issue which you raise, please contact Citizens' Advice Consumer Service who will be able to provide further guidance.