Refund policy

Returns & Repairs Policy — Johns Electrical Ltd

If something goes wrong with your purchase, we'll sort it out. As a local family business, we look after our customers long after the sale.

Your Right to Cancel (Online Orders)

Because you're buying online, you have a legal right to change your mind under the Consumer Contracts Regulations 2013 — separate from, and in addition to, everything below. You can cancel your order for any reason from the moment you place it up to 14 days after the day you receive your goods. Just let us know — call 01724 844040 or 01724 843800, text 07401 332844 or WhatsApp 07448 567594, email willmatthews@johnselectrical.co.uk, or pop into the shop. A short note that you're cancelling is all we need.

Once you've told us you're cancelling, you then have 14 days to return the goods to us. You're responsible for the cost of returning the item, unless it turned out to be faulty or wrongly supplied. These are larger appliances, so please don't try to send a big item back yourself — give us a call on 01724 844040 and we'll help you arrange the return or a collection.

We'll refund you within 14 days of getting the goods back, or from the day you give us proof that you've sent them — whichever is sooner. Your refund includes the standard delivery charge you originally paid, if any. Please note that we can only reduce a refund if the goods have been handled more than you would have been able to in a shop, which lowers their value.

This cancellation right doesn't apply to a few types of order — for example items made or personalised specially for you, or appliances that have already been installed, plumbed in or wired in at your request. If you've simply used an appliance more than you'd be able to in a shop, you can still cancel — but we may reduce your refund to reflect the drop in its value, as explained above. Where any of these apply, your other legal rights — including your rights if a product is faulty — still stand in full, as set out below.

Damaged on Delivery

If your product arrives damaged, we replace it. We collect the damaged item and deliver a replacement at no extra cost. If you chose installation, our team checks the appliance over and makes sure it runs properly before they leave — if it doesn't, we replace it on the spot.

Faulty Within 28 Days

If a fault develops in the first 28 days from delivery, contact us and we'll replace the product. Our team will collect the faulty appliance and bring out a working replacement.

After 28 Days — Manufacturer Warranty

After the 28-day window, your appliance is covered by the manufacturer's warranty (most products are covered for at least 12 months, often longer). The manufacturer arranges any repairs through their own engineer network. We're happy to help you with the warranty claim — give us a call and we'll point you in the right direction, or get in touch with the manufacturer on your behalf.

Aftercare With Real People — Always

Even after the manufacturer warranty has ended, we're still here. If your appliance ever stops working properly — whether it's a year, three years, or ten years after you bought it — pick up the phone or send us a text. You'll get a real person, not a chatbot. We'll talk you through what's happening, suggest what to try, and if it needs a repair we'll let you know your options. That's what aftercare means to us.

How to Reach Us

Call 01724 844040 or 01724 843800, text 07401 332844, WhatsApp 07448 567594, or visit us at 142 High Street, Scunthorpe, DN15 6EN.

We pride ourselves on fair, caring after-purchase support — for as long as you own the appliance.