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I haven't received my refund, what should I do?
How do I make a return?
If you wish to return your item to us because you have changed your mind, please follow the instructions below. You'll need to return the unwanted item to us within 14 days of receiving your order. If your product is faulty or damaged, please refer to the faults and damages sections of this page for instructions on what to do.
Any returned item must be unused, undamaged and in its original condition (with its original packaging and labels intact).
In order to return your order/product, you will need to contact our dedicated team either via our contact form or via email at shopsupport@shellenergy.co.uk with the details listed below.
Once we have received details of your return, we will arrange for our delivery partner to collect your return from you, we will let you know the collection date via email, please let us know via email at shopsupport@shellenergy.co.uk if you are unavailable on the specified collection date.
When packaging your item for collection, please ensure the following:
- Items are returned with all the accessories that were included in the parcel
- Items are packaged to withstand the transit back to the shipper
- You must obtain a receipt as proof of return
If you are returning a product that was purchased as part of a bundle, please return all products.
We ask that customers make best efforts to not open or use products prior to returning them (with the exception of faulty / damaged products).
Once we have received your return we will refund you the price you paid for the products accounting for any discount that was applied at the time of purchase and our standard delivery charge minus the collection cost applicable at the time. The refund will be processed back on to the original method used for payment.
To return any items. please get in touch via our contact form or by emailing us at shopsupport@shellenergy.co.uk within 14 days of receiving the item. We will need the following details from you to arrange the collection of the product you wish to return:
- Item being returned:
- Order ID:
- Product serial number:
- Reason for return:
- Condition (brand new sealed, open box, items missing, fault reason etc)
- Collection address:
- Contact name:
- Contact mobile number:
I haven't received my refund, what should I do?
Once we have received your return, we will issue a refund within 30 days.
If you haven't received an agreed refund within 30 days, first check your bank account again. Then contact your credit card company as it may take some time before your refund is processed by the card processing company. Next contact your bank. There is often some processing time before a refund is posted.
If you haven't received your refund within 30 days and have followed the above steps, please contact us either using our contact form or by emailing us at shopsupport@shellenergy.co.uk. Please provide your name, details of the order and your contact details (phone number, email address and home address).
Can I exchange my product?
We do not offer exchanges. Please follow our returns process if you wish to return your order.
Faulty products
If your product does not work when it arrives, or if, within 30 days of delivery of the item, you experience a technical fault, please contact us and we will arrange for the item to be collected. If the item is confirmed to be faulty, you will receive a full refund including any delivery charges (where applicable). If the item is found not to be faulty, it will be returned to you. Information on how to contact us and what information to provide can be found below.
If you experience a technical fault with an item after 30 days following delivery, please see our Product Warranty Guide for details of what to do. A manufacturer's guarantee or warranty (as applicable) is in addition to, and does not affect, your legal rights in relation to Products that are faulty or not as described. Advice about your legal rights can be found in our Terms and Conditions, and is available from your local Citizens' Advice Bureau or Trading Standards office.
If you experience a fault within 30 days or if you have been advised to contact us, please do so by providing the following information either via our contact form or by emailing us at shopsupport@shellenergy.co.uk. Please ensure that when providing the information below that the reason for return is faulty product with some details of the fault:
- Item being returned:
- Order number:
- Product serial number:
- Reason for return:
- Condition (brand new sealed, open box, items missing, fault reason etc)
- Collection address:
- Contact name:
- Contact mobile number:
Damaged products
In the unlikely event that the item is damaged on arrival, you should contact our team within 24 hours of delivery either via email at shopsupport@shellenergy.co.uk or by calling us on 03300 949 182 and selecting option 4.
In order to arrange for collection of your damaged item we will need from you the information listed below.
Once we have confirmation that the damaged product has been returned to us, we will be able to arrange for a new item to be dispatched to you.
When packaging the item for collection, please ensure the following:
- Items are returned with all the accessories that were included in the parcel
- Items are packaged to withstand the transit back to the shipper
- You must obtain a receipt as proof of return
Item being returned:
Order number:
Product serial number:
Reason for return:
Description of issue:
Condition (brand new sealed, open box, items missing, fault reason etc.):
Photo of item being returned: (Please provide a photo of the damaged
product along with any damaged packaging if relevant)
Collection address:
Contact name:
Contact mobile number:
Please note that if you are returning your item because it is faulty (and not because it is damaged) please refer to the faulty products section.