Returns & Refunds Policy

Hopefully you won't need to return an item, however if you do, it is our aim to make this process as simple as possible.

By following the guidance below you can help us to help you when a product is not what you expected or is faulty.

For Purchases Made By Companies

Computer
For goods purchased online via our website

For all returns please obtain a returns authorisation number by clicking here and completing a returns form.


CEF will provide a returns note, which must be sent back with the returned goods.

CEF will be unable to process any returns unless the goods are accompanied by a returns note.

We reserve the right to charge a handling charge.

Once you have your returns note, you can either drop off the goods at a CEF branch or send the goods back by post or carrier to:

City Electrical Factors
Milton House
Milton Park
Buntingford
Hertfordshire
SG9 9ER

For your own protection we recommend you send the parcel using a delivery service that insures you for the value of goods and requires a signature for proof of delivery (e.g. Royal Mail Recorded/Special Delivery). If returning to our branch network we recommend you get a signature.

You will be advised whether the products will be exchanged, repaired, credited or refunded.

House
For goods purchased from our branch network

Please contact the branch which supplied the goods and have ready the following information.

  • Invoice number
  • Date of purchase
  • Product code
  • Reason for return

We reserve the right to charge a handling charge.

You can drop off the goods at your local CEF branch or the branch will arrange collection, for your own protection we recommend you get a proof of delivery (signature) when you drop the goods off or when we collect from you. Our branch network will issue you with a copy of a returns note.

You will be advised whether the products will be exchanged, repaired, credited or refunded.

Contact details for a branch can be found using our branch finder.

General Returns Information

Non-Faulty Goods

Products should be returned in accordance with the relevant instructions for products bought online or directly from a branch.

Products must be complete and in their original packaging along with any instruction leaflets.

Products must be returned within 30 days of the delivery date or collection from a trade counter.

We reserve the right to charge a handling charge.

Arrangements will be made to exchange, credit or issue a refund.

Faulty Goods

Products that are faulty (other than goods which are physically damaged) must be returned as soon as possible after the fault is discovered and must be returned within the applicable warranty period set out in the CEF conditions of sale or as otherwise notified to you by CEF. Any return should be made in accordance with the relevant instructions set out above for products bought online or in a branch.

The complete product must be returned unless, if agreed by CEF, a specific part maybe returned.

Products returned within the warranty period will be repaired, replaced, credited or a refund will be issued.

Damaged, Short or Non-Delivered Goods

Any claim for damaged or short delivered items must be made in writing within 24hrs of delivery. Failure to do so may invalidate any subsequent claim

If you experience goods which are physically damaged, where a delivery of goods is short or there is non-delivery of goods, please contact the branch or department which supplied the goods and have ready the following information, or contact us via our website by clicking here.

Order Number / Invoice Number
Date of purchase
Product Code

You should notify us of any goods that are defective or fail to correspond with the agreed specification by contacting our customer services team on 01763 272 717 within 30 days of delivery or (where the defect or failure was not apparent on reasonable inspection) within a reasonable time of the defect or failure becoming apparent.

You should notify us in writing of any non-delivery within 30 days of the date on which CEF advises you that the order will be delivered.

We will investigate the issue and refer back to you as soon as possible.