Chargers, connectivity and energy management
Managed services
Support
This policy summarises how cancellation rights, returns, refunds, and faulty-product support work for PlugStream charge points, accessories, and related services.
Last updated: 3 May 2026.
This policy does not replace your statutory rights. If your written sales agreement, project contract, installer handover pack, or grant paperwork gives you additional rights, that document should be read alongside this policy.
If you are a consumer buying online, by phone, or by email, you normally have the right to cancel within 14 days without giving a reason.
The cancellation period usually ends 14 days after the day you, or someone you nominate, receives the goods. If the order is delivered in more than one delivery, the period usually ends 14 days after the final delivery.
To cancel, contact PlugStream using a clear statement by email, phone, or post:
If you cancel within the cancellation period, you should return the goods within 14 days of telling us that you want to cancel, unless we agree another return route with you.
Please contact us before returning a charge point or accessory so we can confirm the return address, handling requirements, and any safety considerations.
You are responsible for taking reasonable care of the goods while they are in your possession. If goods have been handled more than would be reasonable in a shop, or have been damaged, installed, modified, or used beyond inspection, we may be entitled to reduce the refund to reflect the loss in value.
If you ask for installation, commissioning, configuration, or another service to begin during the cancellation period, you may need to pay for the work completed before you cancel.
If a service has been fully completed at your request during the cancellation period, cancellation rights may be limited for that completed service. Any product return rights and statutory rights for faulty goods still apply.
Where a refund is due, we will refund using the original payment method unless we agree otherwise. We will process refunds within the time required by law after the cancellation or after returned goods are received, depending on the circumstances.
We refund standard delivery charges where required by law. If you chose a more expensive delivery method, only the standard delivery element may be refundable.
If a PlugStream product is faulty, not as described, or does not do what it is supposed to do, contact PlugStream Support as soon as possible:
Please include the product model, serial number, installation date, installation address or site reference, and a short description of the issue.
We may first carry out remote checks before confirming whether repair, replacement, refund, or another remedy is appropriate. The Warranty Policy explains the standard PlugStream warranty route.
Business, reseller, installer, and project sales are usually governed by the written order, quotation, framework, or project contract agreed for that sale. Those documents may set out different cancellation, return, or refund terms.
Nothing in this policy limits rights that cannot legally be limited.