Returns and Refunds
Can I return an item even if there's nothing wrong with it?
Yes - if you’ve bought any stock item from us (marked as ‘In Stock’ on your original order confirmation email), and you’re not happy with it,
then provided you return it to our Alkerton Oaks warehouse within 10 Days from date of Invoice, we will offer a full refund on the cost of the returned goods. All we ask is that the product/s are returned unused and wherever applicable, in the original packaging.
I think I have received the wrong items - how do I get the correct parts?
If any of our customers believe they have ordered the correct parts but received the wrong part in error, then we’d ask that the item be returned to our Alkerton Oaks warehouse, along with a note detailing the problem and return postage costs incurred. Once assessed and if we can confirm an error has occurred through our order processing system, then these return postage costs will be reimbursed – and a replacement despatched if necessary.
I need to return a Pop Up Socket - is this the same returns process?
No - Customers returning electrical items (including our pop up sockets and motorised revolving power units) must fill out a Pre Authorisation Return Form so we can arrange to have a pre-paid UPS label sent to you. Please use the link below to access the form. Have your order confirmation number ready as this will help speed up the process.
I ordered "special order" items, can I return these?
If we’ve ordered in a part on your behalf in good faith, which would be signified on the site as a ‘special order item’, then in this instance it’s deemed a made to order part and as such we cannot accept these items back unfortunately. We do publish dimensional drawings for the vast majority of our products online and also offer a free of charge sample service on most items, so we’d encourage you to use either or both of these services if you’re unsure.
Can I exchange my order for an alternative part?
If the parts you ordered are not suitable and you wish to exchange them for an alternative we cannot offer direct exchanges - providing what you ordered were standard "in stock" parts all you need to do is return the goods back here and following inspection by our returns team we will refund you on the cost of the goods and then you just need to place a new order for the alternative parts.
Will i get my postage refunded when i return an order?
BOX15 are not responsible for return postage costs unless the product/s are found to be factory faulty or a part has been sent in error. If this is the case, then we would only reimburse postage up to a maximum of whatever we have charged for postage in the first instance. We always encourage customers returning higher value items, to use a ‘Signed For Service’ or ‘Insured’ service, as we cannot accept responsibility until a package has been received into our warehouse in Banbury. This does not affect your statutory rights.
I live locally, can i drop my return off and exchange it?
Customers are welcome to drop off returns for standard "in stock" parts to our Banbury site - however please note all returns & refunds take 5-10 days to process so we would be unable to action anything while you are on site, our returns team need to inspect / assess the goods. Also please note we don't have a trade counter here so if you wanted to place a new order it would just need to be done through our website.
We want you to be happy with the products you purchase from BOX15 but If you do change your mind about your order please return it to us, in a boxed, saleable condition within 10 days of receipt. Once returned our returns & quality team will inspect and asses the order and, providing everything is ok with it action your refund with the accounts department .
If we’ve ordered in a part on your behalf in good faith, which would be signified on the site as a ‘special order item’, then in this instance it’s deemed a made to order part and as such we cannot accept these items back unfortunately. For more information please see the FAQs above and to read our full returns policy click the button below.
Returns Policy (PDF)
Pop Up Socket & Electrical Product Returns
If you need to return any electrical items to us (including our pop up sockets and motorised revolving power units) you need fill out a Pre-authorisation return form so we can arrange to have a pre-paid UPS label sent to you so you can arrange collection. Please click the button below to see the full details & access the form. Have your order confirmation number ready as this will help speed up the process.
This prepaid return service is only available on electrical products being returned within 7 days of receipt of the product - Unless retuning for faults covered by the 12 month manufacturer’s warranty. If your unit was received over 7 days ago please follow the standard returns procedure listed above.
Pop Up Socket / VT3 Return Form