Our products feature a 12 month guarantee where condition is deemed reasonable for the length of ownership.
Any cable modifications made for specific use circumstances, away from their intended use are not covered by our guarantee and are made at the customers own risk.
Under the Consumer Rights Act you have an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund.
Your early right to reject is limited to 30 days from the date you took ownership of the goods (this is the date the goods were delivered to you).
If you believe your cable has developed a fault within the first 12 months from the date of purchase, simply get in touch with us... Our friendly staff are here to help!
Due to the complex nature of Electric Vehicle charging and the possibility of the fault you experience being down to a number of different connected systems (i.e. charging network faults, vehicle charging faults, home charging station issues and the different requirements of individual charging networks for example), we may need to ask a series of questions/tests to try to rule out any external factors before making a decision on providing an RMA authorisation to return a cable for testing/refund/replacement.
If we have sufficient belief that a cable requires further testing, we will then arrange to collect the cable at our expense and your convenience in order to check the cable functionality.
If we find a fault and assess the cable to qualify under warranty, we will offer:
We will then arrange for any replacement cable to be sent out for delivery on a convenient day.
If we believe any fault is caused through mis-use, drop or crush damage, we reserve the right to return your cable without replacement and it will not be covered under warranty.
From time to time we do receive the odd query regarding cables not charging. Luckily, the cause of such issues is generally external to the charging cable itself and we have a number of the more common queries and suggested fixes below:
Cable not working at Home Charge Point
If you're unable to charge from your home charging point, remove the charging cable from the charging station and vehicle before resetting or recycling the power to the unit. This solves most issues in our experience.
Cable not working at Public Charge Point
Many public charge points are not free to use and either require a pay as you go account, subscription, mobile phone app or RFID tags to access the charging network. BP Chargemaster/Polar, PodPoint, Charge Your Car, GeniePoint, Source London, engenie and Instavolt are just a few of the major networks offering these metered services.
Please check with the provider before attempting to charge your vehicle at the charge points. Some networks may even require you to use one of their bespoke charging cables to charge your vehicle.
Public charge points are also prone to servicing outages or just general faults