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.
General Returns Information
Non-Faulty Goods
You have 30 days to advise us if you wish to return your items, from either the delivery date or collection from a store.
Products should be returned in accordance with the relevant instructions for products bought online or directly from a store (see Returns Procedure below).
Products must be complete and in their original packaging along with any instruction leaflets, unused and in resalable condition.
Products must be returned within fourteen days of telling us you wish to return them. Products must be packaged to avoid damage in transit, be contained within outer packaging and must not have carrier labels applied to the products or product packaging. Failure to comply may result in a reduction in the value of credit/refund provided.
Arrangements will be made to exchange, credit or issue a refund.
Products that have been supplied as 'specials' or have been personalised may not be returned or refunded.
Your refund will be processed within 14 days for consumers and 30 days for business customers of us receiving the goods back.
We reserve the right to charge business customers a handling charge.
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 for products bought online or in a store (see Returns Procedure below).
The complete product must be returned unless, if agreed by CEF, a specific part may be 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 72hrs of delivery by business customers. 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 store or department which supplied, or was due to supply 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 either contacting our customer services team on 01763 272 717 or at [email protected] or by visiting one of our stores 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 7 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.
Returns Procedure
For goods purchased online via our website
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.
Once you have your returns note, you can either drop off the goods at a CEF store or send the goods back by post or carrier to:
City Electrical Factors Ltd
Unit 2
Juno Place
Stratton Business Park
Biggleswade
Bedfordshire
SG18 8XP
Items remain your responsibility until we receive them, therefore for your own protection we recommend you send the parcel using a delivery service that insures you for the value of the goods and requires a signature for proof of delivery (e.g. Royal Mail Recorded/Special Delivery). If returning to our store network we recommend you obtain a signature.
Once the goods have been received by us you will be advised whether the products will be exchanged, repaired, credited or refunded.
We reserve the right to charge business customers a handling charge.
For goods purchased from our store network
Please contact the store which supplied the goods and have ready the following information.
- Invoice Number
- Date of Purchase
- Product Code
- Reason for Return
You can drop off the goods at your local CEF store or the store will arrange collection, for your own protection we recommend you obtain a proof of delivery (signature) when you drop the goods off or when we collect them from you. Our store network will issue you with a copy of a returns note.
Once the goods have been received by us you will be advised whether the products will be exchanged, repaired, credited or refunded.
We reserve the right to charge business customers a handling charge.
Contact details for a store can be found using our store finder.
Returns Policy - 3PL Products
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 3PL Product is not what you expected, or it is faulty.
What is a 3PL product?
A 3PL product is any product which is stored at a 3rd Party Logistics provider and is fulfilled by that provider on behalf of CEF. 3PL products are identified on your quote, order, delivery and advice note documents with a prefix in the product description with “3PL”.
How to contact us about a 3PL return?
Please contact the CEF customer services team on 01763 272717 or email [email protected]. Please note the below details in all correspondence
- Invoice Number
- Order Number
- Date of Purchase
- Product Code
- Reason for Return
All 3PL Products must be returned in their original packaging and pallets to the specified address provided by us once the return has been approved, with return shipping and carriage paid for by you and booked in via email with our customer services team [email protected]. CEF reserves the right to refuse the acceptance of 3PL Products which are returned to the incorrect address.
Once the 3PL Products have been received by us you will be advised whether the 3PL Products will be exchanged, repaired, credited or refunded.
No goods are to be returned to a CEF store or direct to the CEF online distribution centre in Biggleswade without prior consent.
General Returns Information
Non-Faulty 3PL Products
You must advise us that you wish to return goods within 14 days of the delivery date.
3PL Products must be complete and in their original packaging along with any instruction's leaflets, unused and in resalable condition.
3PL Products must be returned within 14 days of telling us you wish to return them. 3PL Products must be packaged to avoid damage in transit, be contained within outer packaging and must not have carrier labels applied to the products or product packaging. Failure to comply may result in a reduction in the value of credit/refund provided.
Arrangements will be made to exchange, credit or issue a refund.
3PL Products that have been supplied as bespoke non-standard products may not be returned or refunded.
Your refund will be processed within 30 days of us receiving the 3PL Products back.
We will charge a handling fee to complete returns which we will advise to you.
Faulty 3PL Products
3PL 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 for the specific product, as set out in the CEF Terms and Conditions of Sale or as otherwise notified to you by CEF.
Any return for 3PL Products bought online or in a store should be made in accordance with the relevant instructions provided by us on our website (for online) or by the store or department which supplied (if in store).
3PL Products returned within the warranty period will be repaired, replaced, credited or a refund will be issued.
Damaged, Short or Non-Delivered 3PL Products
Any claim for damaged or short delivered items must be made in writing within 24 hours of delivery. Failure to do so may invalidate any subsequent claim.
If you experience 3PL Products which are physically damaged, where a delivery of 3PL Products is short, where they fail to correspond with the agreed specification or there is non-delivery of 3PL Products, please contact the address provided above with the requested details.
You should notify us in writing of any non-delivery within 7 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.
