Refund Policy for Online Purchases

Kohler Uninterruptible Power Limited Refund Policy for Online Purchases

Online purchases are subject to special terms and conditions with regards to returns.

1. How to return a product (including if you have changed your mind)

1.1 Tell us you want to return the product. To return an item purchased online, please let us know in advance, using one of the methods below, and provide your name, the original delivery address, order number and your phone number and email address. If you are returning due to changing your mind this must be done within 14 days of receiving the item.

Please state clearly the reason you wish to return the product:

  • Change of mind / No longer required
  • Product is not as described – please give details so we can address this
  • Product is faulty – refund requested – please give details of fault
  • Product is faulty – replacement required – please give details of fault
  • Other – please give details

a) Phone or email. Call customer services on 01256 386700 or email us at uksales.ups@kohler.com.
b) Online. Complete the Contact Form on our website (www.kohler-ups.co.uk/contact/).

1.2 Returning an item after notifying us of your wish to do so. Items must be returned in their original packing materials, with all accessories (as supplied), to the following address: Kohler Uninterruptible Power, Unit 7, The Hatch Industrial Park, Greywell Road, Mapledurwell, Basingstoke RG24 7NG.

If you no longer have the original packing materials, accessories or they are damaged please contact us to discuss possible options. We reserve the right to charge for replacement packing materials and accessories. Similarly if you wish us to arrange collection of the goods please contact us.

If you are exercising your right to change your mind the items must not be installed or used and you must send off the goods within 14 days of telling us you wish to return them.

1.3 When we will pay the costs of return. We will pay the costs of return:
(a) if the products are faulty or misdescribed;
(b) if you are returning the item because of an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong; or
In all other circumstances, including where you are exercising your right to change your mind, you must pay the costs of return.

1.4 What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection. We will advise you of this cost in advance and agree how you would like to undertake payment.

1.5 How we will refund you. If you request a refund, we will refund you the price you paid for the products including delivery costs, by the method of using the card details you used for payment. However, we may make deductions from the price, as described below.

1.6 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
(a) We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods caused by your handling them in a way which would not be permitted in a shop or showroom. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
(b) The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

1.7 When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:
(a) If the products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 1.2.
(b) In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.

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