Returns

At Moss Electrical, we aim to make returning items as simple as possible. Please read the guidance below to understand how to return faulty or unwanted products.

General Returns Process

All returns require a Returns Merchant Authorisation (RMA) number and must be approved by us before sending any items back. To request a return, email enquiries@mosselectrical.co.uk with your order number and the reason for the return.

Once your RMA has been approved, you will receive an email with full instructions for returning your item(s).

When returning any product, please include your order number in the parcel to ensure we can process your return quickly. Returns received without prior approval or missing order information may result in delays.

Faulty Goods

If a product purchased from us develops a fault:

  1. Email us with your order number and details of the fault.
  2. Do not send the item back until your RMA has been approved.
  3. Once your RMA is approved, you will receive an email with instructions for returning the faulty item. For confirmed faulty items, we provide a pre-paid returns label and cover the cost of the return.

Depending on the product and how long it has been used or installed, we will offer a repair, replacement, or refund in line with our returns policy.

Unwanted Goods

If you change your mind about your order, unwanted returns are accepted under the following conditions:

  • Requests must be made within 30 days of receiving your order.
  • Items must be unused and in their original, undamaged packaging.
  • All returns must include the approved RMA information.

Your Refund

  • Returned items will be inspected to ensure they are in a resalable condition.
  • Refunds are processed to the original payment method.
  • Original shipping costs are not refundable.
  • If items are not in a resalable condition, a handling charge may apply (up to 25% of the original invoice for certain products).

Customers are responsible for the cost of returning unwanted goods. We recommend using a signed-for courier service to reduce the risk of damage during transit.

Raise a Return

Email enquiries@mosselectrical.co.uk or call 01656 765300 with your order number, the items you want to return and the reason. We'll reply with your RMA number and instructions.