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National 7:30am to 8pm - Mon-Fri 01763 272 717

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 must advise us that you wish to return goods within 30 days of 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 14 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

Dependent upon the items being returned you may be able to return them for free with Collect + utilising one of over 7000 drop-off locations. Your returns note will indicate whether you are able to return the goods by this method.

Items remain your responsibility until we receive them, therefore for your own protection we recommend you send the parcel, if not using Collect +, 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.