Returns Policy

This Returns Policy explains how returns, cancellations and refunds are handled by Critical Power Supplies Ltd (“CPS”, “we”, “us”, “our”). It complements our standard Terms and Conditions of Sale.

Returns Authorisation (RMA)

All returns must be authorised in advance through our Return Material Authorisation (RMA) procedure. Goods returned without authorisation or without a clearly marked returns number may be refused.

Information Required

• Original order number
• Full contact details
• Reason for return
• Product serial number
• Confirmation of working condition
• Photographs of the item and packaging

RMA requests must be submitted via the Support section of our website.

Software cannot be returned once the manufacturer’s seal has been broken.

Your Right to Cancel

Under distance selling regulations, you have a seven working day cooling-off period beginning the day after delivery. Orders cancelled within this timeframe will be processed via the RMA procedure.

Customers are responsible for return carriage, freight and insurance costs.

Delivery & Transit Damage

Before Signing

Goods should be inspected before signing for delivery. By signing, you confirm the goods were received in good condition. If visible damage exists, refuse delivery and notify us immediately.

After Delivery

Damage discovered within 48 hours of delivery must be reported to us so we can arrange a replacement where appropriate.

This does not apply to bespoke systems, three phase UPS systems or heavier critical power solutions once signed for.

Returns Eligibility

Goods may be returned within 28 calendar days of delivery, including the initial seven working day notification period.

Return Conditions

• Products must be returned in as-new condition
• All packaging and seals must remain intact
• Serial numbers must match dispatch records
• Return carriage costs are the customer’s responsibility
• Goods remain your responsibility until inspected and approved

Refunds & Restocking Charges

Consumer Customers

• Returns within 28 days – Full refund
• 120V or non-cancellable products – Refund within 28 days
• Refunds processed within 14 days of approval

Business Customers – Standard Timeframe

• RMA within 2 working days – No restocking charge
• RMA within 7 working days – 15% restocking charge
• 120V or non-cancellable products – Not returnable

Business Customers – Outside Standard Timeframe

• Outside 7 working days – 20% deduction
• Outside 14 working days – 50% deduction
• Outside 21 working days – 75% deduction
• Outside 28 working days – 100% deduction

Damaged or Incomplete Returns

• Damaged packaging – £50 + VAT per product
• Damaged or incomplete products – Refurbishment cost based on workshop report

Refund Processing

Refunds are issued once goods have been received, inspected and approved. If goods are not returned within seven calendar days of cancellation notice, the RMA may be cancelled.

Missed Deliveries

• Economy kerbside delivery – Up to three delivery attempts
• Timed kerbside delivery – Up to three delivery attempts
• Timed delivery with positioning – Missed slots are chargeable in full

Specialist delivery teams are required for positioning services and are charged separately.