Terms & Conditions

Voucher terms and conditions


Terms of Use
Terms and Conditions

Cancellation Form

Delivery and Returns

Refund Policy

Terms of Use

This website (the “Shell Energy Shop”) is operated by Shell Energy Retail Limited (company number 05070887), whose registered office is at Shell Energy Retail Limited, Shell Energy House, Westwood Business Park, Westwood Way, Coventry, CV4 8HS. Our registered VAT number is 867244791. Throughout the Shell Energy shop, the terms “we”, “us” and “our” refer to Shell Energy Limited.

This document (together with the documents referred to on it) tells you: (i) the terms on which you may use the Shell Energy shop; and (ii) the terms on which we may supply the products (“Products”) and/or services (“Services) listed on the Shell Energy shop to you. For the avoidance of any doubt, your contract for the provision of Products and/or Services will be with us.

Please read these terms carefully before using the Shell Energy shop or submitting your order to us. By accessing or using our Shell Energy shop and/or purchasing any Products and/or Services from us through the Shell Energy shop you accept and agree to be bound by the following terms and conditions including the documents that are referred to herein and/or are available by hyperlink (collectively the “Terms”).

When we use the words “writing” or “written” in these terms, this includes emails.

If you do not wish to be bound by the Terms you should not access or use the Shell Energy shop.

Any new features or tools which are added to the Shell Energy shop will also be subject to the Terms. You can review the most current version of the Terms at any time on the Shell Energy shop. We reserve the right to update, change or replace any part of these Terms by posting updates and/or changes to our Shell Energy shop. It is your responsibility to check this page periodically for changes. Your continued use of or access to the Shell Energy shop constitutes acceptance of any changes to the Terms.

Terms and Conditions

The following terms govern any purchase of Products and/or Services made by you from the Shell Energy shop.

Our refund policyprivacy policy and cookie policy also form part of these terms and conditions. Please refer to these business policies for further details. Where there is any inconsistency between those policies and the information within these Terms, these Terms will take precedence.

If you have any questions relating to these terms and conditions, please contact us. If we have to contact you we will do so by telephone or by writing to the email address or postal address provided to us in your order.

Information that we are required to give you

  • Descriptions of the main characteristics of the Products and Services are contained in the Shell Energy shop and will also be contained in the applicable order confirmation.
  • The price of Products (including associated delivery charges), the price of Services and arrangements for payment are as described below.
  • The arrangements for delivery of the Products and/or provision of the Services, as described below.
  • You have a right of cancellation as described below.
  • Your obligation to pay for return of goods, as detailed below.
  • The language of the contract will be English.

We work with carefully selected third parties in order to supply the Products and Services to you. In the event that we use such third parties in connection with any order you place via the Shell Energy shop for fulfilment of your Product orders we will ensure that they comply with the Terms.

A. Your Order

Our shopping pages will guide you through the steps you need to take to place an order with us. Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each stage of the order process.

Each order you place through the Shell Energy shop shall constitute an offer to us to purchase the Product(s) and/or Service(s) specified in such order. Please note that acknowledgement of an order by us does not constitute acceptance of that order or that a contract has been made.

We will confirm acceptance to you by email stating that the order is accepted, at which point a contract will come into existence between you and us.

We reserve the right at our discretion to decline to accept any order and/or to supply Products and/or Services to you. This might be because (by way of example only) the Product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the Product and/or Service or because we are unable to meet a delivery and/or performance deadline. If we are unable to accept your order, we will inform you of this (using the contact details provided at the time the order was made) and will not charge you for the Product(s) or Service(s) (if applicable), or, if you have already paid for the Product(s) and/or Service(s), we will refund the payment.

We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

You agree to provide current, complete and accurate information for all purchases made on the Shell Energy shop. If you give us incomplete or incorrect information, we may either end the contract or we may charge you a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the Products and/or Services late or not supplying any part of them if this is caused by you not giving us the information we need at the time of placing your order or within a reasonable time of us asking for it.

If you wish to return your order, please refer to our refund policy.

B. Prices & Payment

The prices of the Products and Services shall be as quoted on the Shell Energy shop from time to time, except in the case of obvious error. Delivery charges will be applied at the checkout. All prices on the Shell Energy shop are inclusive of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

It is always possible that, despite our best efforts, some of the Products and Services we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the correct price at your order date is higher than the price stated, we will contact you for your instructions before we accept your order.

If we accept and process your order where a pricing error is obvious and unmistakable and could have reasonably been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and (if applicable) require the return of any Products already delivered to you.

Please note that we can only accept payments via the Shell Energy shop through Visa and Mastercard.

You must pay for the Products before we dispatch them to you and for the Services before they are performed. You agree to promptly update your account and other information, including your email address and payment details (including your card number, its expiration date and security code), so that we can complete your transactions and contact you as needed.

If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 2% a year above the base lending rate of the Bank of England from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.

If you think an invoice is wrong please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.

C. Products

a. Promotional codes & discounts

We may, from time to time, place offers on the Shell Energy shop or email customers a unique discount code, which you may choose to take advantage of. In order to receive such offers you must ensure that you select the relevant offer when you place your order, at which time we will provide you with specific information on the offer selected.

All offers are subject to stock availability and can be removed at any time.

Please note that our offers may expire, after which time they may not be available. We will endeavour to update the Shell Energy shop where offers expire; otherwise you will be notified that the offer is no longer available on proceeding through the checkout process.

All offers are subject to availability and only one promotional code can be used per transaction. Vouchers are non-transferable and no cash alternative is available.

If you have purchased a promotional bundle offer, please note that any return for an item that is included in the offer may require the bundle as a whole to be returned to us.

We reserve the right to withdraw offers at any time, without notice to you, and for any reason. If you do not apply the promotion code correctly or forget to apply it, we cannot add a discount to orders or refund any amount once the order has been placed.

b. Specification

All descriptions, images or illustrations of Products provided on the Shell Energy shop or otherwise communicated to you are for guidance only and intended merely to present a general idea of the Products. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the Products. Your Product and it’s packaging may vary slightly from those images.

All Products shown on the Shell Energy shop are subject to availability.

c. Faulty Products

If the 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. We will arrange for the item to be collected. If the item is confirmed to be faulty, you will receive a full refund. If the item is found not to be faulty, it will be returned to you.

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 is set out below and available from your local Citizens’ Advice Bureau or Trading Standards office.

If you have any additional questions, please contact us.

d. Your Right to Cancel

The Consumer Contract Regulations 2013 entitles you to be able to cancel your contract if you so wish. Your right to cancel an order starts from the moment you place the order and ends 14 days from the day your goods are delivered.

Within this 14 day period you are able to decide whether to cancel. If you wish to do so, you then have a further 14 days to return the goods back to us (ensuring all items are in the condition which is stated in the refund policy detailed below).

If you would like to cancel your contract with us as described above, please see the cancellation form (below), for more information.

Once we have been notified of the order cancellation, we will confirm that your order has been cancelled and upon receipt of the returned goods (in accordance with the Delivery & Returns Section of these Terms), refund you the price you paid for the Products and / or the Services (accounting for any discount that may have been applied) and any delivery charges, less the cost of collecting the item at the time by the method you used for payment. However, we may make a deduction from the reimbursement for loss in value of any Products supplied, if the loss is the result of handling by you in accordance with our refund policy detailed below

Your right of cancellation described in this section is in addition to any other right that you might have to reject the Products and/or Services, for instance because they are faulty or unsatisfactory.

D. Our Rights

We reserve the right to:

  • Make minor changes to the Products to reflect changes in relevant laws and regulatory requirements;
  • Modify or withdraw, temporarily or permanently, this Website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the Website; and/or
  • Change these terms and conditions from time to time, and your continued use of the Website (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the terms and conditions have been changed. If you do not agree to any change to the terms and conditions then you must immediately stop using the Website.

In addition to our other rights under this agreement, we may end the contract for a Product and/or Services at any time by writing to you if:

  • you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;
  • you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the Products;
  • you do not, within a reasonable time, allow us to deliver the Products to you; or
  • you do not, within a reasonable time, allow us access to your premises to supply the Services.

If we end the contact for any of the above reasons we will refund any money you have paid in advance for Products and/or Services we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

E. Liability

If we fail to comply with the Terms, we are responsible for loss or damage you suffer that is a reasonably foreseeable result of our breaking the contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not reasonably foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability: for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; or for breach of your legal rights.

If we are providing Services in your property, we will make good any damage to your property caused by us while doing so. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the Services.

We will not be responsible for any economic or business loss (including loss of profits, revenue, contracts, anticipated savings, data, goodwill or wasted expenditure) or for any indirect or consequential loss that was not reasonably foreseeable to both you and us when you commenced using the Shell Energy shop or when a contract for the sale of Products and/or Services by us to you was formed.

F. Your statutory rights

Nothing in these Terms shall affect your statutory rights. If you have any doubts as to your statutory rights then you should contact a solicitor or your local Citizens Advice Bureau.

G. Personal Information

Your submission of personal information through the store is governed by our privacy policy.

H. Errors, Inaccuracies and Omissions

Occasionally there may be information on our Shell Energy shop that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information on the Shell Energy shop is inaccurate at any time without prior notice (including after you have submitted your order). We undertake no obligation to update, amend or clarify information in the Shell Energy shop, including without limitation, pricing information, except as required by law.

No specified update or refresh date applied in the Shell Energy shop should be taken to indicate that all information on the Shell Energy shop has been modified or updated or that such information is free of typographical error, inaccuracies or omissions.

I. General

We may transfer our rights and obligations under these terms to another organisation.

The failure of us to exercise or enforce any right or provision of these Terms shall not constitute a waiver of such right or provision.

Each confirmed order shall constitute a separate contract between us and shall be governed by these Terms. These Terms constitute the entire understanding between us in relation to any Products and/or Services ordered and supplied through the Shell Energy shop and your use of the Shell Energy shop. They supersede any other terms stipulated by you, whether in any order or during negotiations or any course of dealing established between you and us.

In the event that any provision of these Terms is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms, such determination shall not affect the validity and enforceability of any other remaining provisions.

None of these Terms shall be enforceable under the Contracts (Rights of Third Parties) Act 1999 by any third party.

Any rights not expressly granted in these Terms are reserved to us.

If we are hindered or prevented from performing our obligations under these Terms for any cause beyond our reasonable control or by reason of our inability to procure services, materials or articles required for the performance of the contract except at prices higher than those applicable at the date of your order, we may at our sole option delay the performance of, or cancel the whole or any part of the contract. In that event, we will contact you as soon as possible but shall not be responsible for our delay or cancellation or any inability to deliver or perform our obligations. If there is a risk of substantial delay you may contact us to end the contract and receive a refund for any Products or Services you have paid for but not received.

The express provisions of these Terms are in place of all warranties, conditions, terms, undertakings and obligations implied by statute, common law, custom, trade usage, course of dealing or otherwise, all of which are excluded to the fullest extent permitted by law. This does not affect your statutory rights as a consumer.

Cancellation Form

If you wish to withdraw from the contract, you have 14 calendar days from the date of purchase, to let us know.

You can cancel your order by emailing us at: shopsupport@shellenergy.co.uk or by calling us on: 03300 949 182 and providing us with the below information:

  • Name
  • Address
  • Postcode
  • Email
  • Phone Number
  • Order Number
  • I would like to cancel my contract, because
  • Date

Delivery and Returns

All orders for Products are sent via DHL to the shipping address that you input during checkout on the Shell Energy shop. We will begin supplying any Services on the date set out in the order. The estimated completion date for the services is as told to you during the order process. The cost of delivery will be as displayed to you on our website.

Delivery times vary depending on the stock availability and the delivery option and destination.

Please note that delivery times are only estimates. We will not be liable for delays in meeting them as such delays may occur due to circumstances outside of our control as well as during peak periods (e.g. Black Friday and Christmas period).

You may place an order for Products from outside the UK, but this order must be for delivery to an address in mainland UK (please note: we cannot accept orders that are to be delivered to a communal or PO box address).

Delivery of an order shall be completed when we deliver the Products to the address you gave us. Risk of loss or damage to the Products shall pass to you at the time of delivery. You own the Products once we have received payment in full, including all applicable delivery charges.

a. Delivery day

On the morning of delivery, you will be sent an SMS on the mobile number you input during checkout on the Shell Energy shop. This message will be from DHL and contain the details of your delivery and an estimated delivery window.

If you are not going to be in at the time specified, you can rearrange the delivery through the DHL link via the message. All orders need to be signed for.

If you are out when the delivery is made, DHL will attempt to deliver a further two times to obtain a signature, before returning your parcel back to the warehouse.

Once your order is back at the warehouse, you will receive a full refund for the amount paid, minus any delivery costs within 30 days.

b. Incorrect or missing orders

We try our best to ensure you receive your exact order on time.

If you do not receive the correct items you ordered, or if your order was dispatched and you’ve received a postal card but haven’t had a text update from DHL, please contact us.

If you have not received your product or received a notification that your order has been cancelled within 10 days of placing an order via the store, you should contact our team who will be able to investigate the status of your order.

In the unlikely event that your order is deemed missing with DHL, we will dispute this with the courier on your behalf and arrange for a new order to be sent as soon as possible.

c. Arranging collection for damaged orders

In the unlikely event that the item is damaged on arrival, you should contact our team on 03300 949 182 within 24 hours of delivery.

We will need the following details from you to arrange for the item to be collected and for a replacement product to be dispatched:

  • Collection date*:
  • Collection address:
  • Contact mobile number:
  • Item being returned:
  • Serial number:
  • Reason for return:
  • Description of issue:
  • Condition of item (damaged, items missing, fault reason, open box etc.):
  • Photo of item being returned: (Please provide a photo of the damaged product itself along with any damaged packaging if relevant)

*The collection date will need to be at least 5 working days following the date you contact Shell Energy to notify us about the incorrect or damaged item.

Please note; collection days are Monday-Friday only and do not include weekends. The collection address does not have to be the same address as the one it was originally sent to.

When packaging the item for collection, please ensure the following:

  • Items are returned with all the accessories that were included within the parcel.
  • Items are packaged to withstand the transit back to the shipper.
  • You must obtain a receipt as proof of return.

Once we have confirmation that the incorrect or damaged product has been returned to us, we will be able to arrange for a new item to be dispatched to you.

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 of these Terms.

d. Changing or cancelling your order.

Unfortunately we are unable to change any details of your order once it has been placed.

If your order has been dispatched, it will not be possible to intercept the goods prior to delivery of your order so if you wish to cancel your order you will need to follow the refund policy within these Terms.

Refund Policy

If you wish to return an item to us for a refund because you have changed your mind, you will need to return the unwanted item to us within 14 days of receiving your order.

Any returned item must be unused, undamaged and in its original condition (with its original packaging and labels intact).

We reserve the right to refund only part of the cost if products are returned used, damaged or opened with any labels and/ or seals broken according to the following:

  • The item is in mint condition meaning that it is in brand new condition and unopened with its original security seals intact. In these circumstances we will provide a full refund of the cost of the item (as well as standard delivery charges) less the cost of collecting the item at the time.
  • The item has been used or tested, or it has been opened with its security seals broken. In these circumstances we will provide a partial refund of 55% of the cost of the item (as well as standard delivery charges) less the cost of collecting the item at the time.

If you return your item because you have changed your mind, it must be in accordance with these terms. We will refund you the price you paid for the products accounting for any discount that was applied at time of purchase and our standard delivery charge minus the collection cost applicable at the time and any reduction applicable if the item is not in mint condition as described above. The refund will be processed back on to the original method you used for payment.

To return any items, please get in touch 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:

  • Collection date*:
  • Collection address:
  • Contact mobile number:
  • Item(s) being returned:
  • Reason for return: 

*The collection date will be at least 5 working days following the date you contact Shell Energy to notify us that you have changed your mind.

Please note; collection days are Monday-Friday only and do not include weekends. The collection address does not have to be the same address as the one it was originally sent to. You must obtain a receipt as proof of return.

Your refund will be made after we have confirmation that the Product is back with us and within 14 days of the point at which you can demonstrate you sent the Product(s) back to us.

If you are returning an item because it is found to be damaged on arrival, please refer to the Delivery & Returns section of these Terms.

If you are returning an item because it is found to be faulty, please refer to the Faulty Products section of these Terms.

Late or missing refunds

If you have not received an agreed refund, 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 have followed all of the above steps and your refund has not been received, please contact us.