Refund Policy

1. Overview

At Elite Electrical Solutions Ltd, we want you to be completely satisfied with our services. This refund policy outlines your rights regarding cancellations, refunds and deposits for our solar panel installations, battery storage solutions and EV charger installations.

2. Your Right to Cancel

As a domestic customer, you have the right to cancel your contract within 14 days of signing, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This is known as the "cooling-off period".

To exercise your right to cancel, you must notify us in writing by:

• Email: Info@eliteelectricalsolutions.co.uk
• Post: Elite Electrical Solutions Ltd, Grimsby, North East Lincolnshire

3. Deposits

A deposit may be required upon acceptance of a quotation to secure your installation date and order equipment. The deposit amount will be clearly stated in your quotation.

Deposit Refunds

• Cancellation within cooling-off period: If you cancel within 14 days and no work has commenced, your deposit will be refunded in full.
• Cancellation after cooling-off period: If you cancel after the 14-day cooling-off period, we may retain a reasonable portion of the deposit to cover costs already incurred (e.g., equipment ordered specifically for your installation, administrative costs).
• Work already commenced: If you expressly requested that work commence during the cooling-off period, you may be liable for costs incurred up to the point of cancellation.

4. Refunds After Installation

Once installation is complete, refunds are not typically available. However, if you are unsatisfied with any aspect of our work, we will:

• Investigate and address your concerns promptly
• Carry out any necessary remedial work at no additional cost
• Offer a partial or full refund where we have failed to meet our contractual obligations

5. Faulty Equipment

If equipment installed by us develops a fault within the warranty period:

• We will repair or replace the faulty equipment at no charge
• If a repair or replacement is not possible, we will offer a proportionate refund based on the affected equipment
• Manufacturer warranty claims will be handled by us on your behalf where possible

6. Cancellation by Us

In rare cases, we may need to cancel an installation. This could be due to:

• Site survey revealing the property is unsuitable for installation
• Structural or safety concerns identified during assessment
• Equipment supply issues beyond our control

If we cancel the installation, you will receive a full refund of any deposit paid within 14 working days.

7. How Refunds Are Processed

Refunds will be made using the same payment method used for the original transaction unless otherwise agreed. Please allow up to 14 working days for the refund to be processed and appear in your account.

8. Finance Agreements

If you paid via a finance agreement, the refund process may differ. Please contact both us and your finance provider to arrange cancellation and refund of any payments made.

9. HIES Consumer Code

As a HIES-registered installer, we adhere to the HIES Consumer Code, which provides additional protections including deposit protection and an independent dispute resolution service. For more information, visit www.hiesscheme.org.uk.

10. Complaints and Disputes

If you are unhappy with our response to a refund request, you may escalate your complaint through:

• Our internal complaints procedure
• The HIES independent dispute resolution service
• Trading Standards or Citizens Advice

11. Contact Us

To request a refund or discuss a cancellation, please contact us at Info@eliteelectricalsolutions.co.uk.