Refund Policy

1. Overview

ElectriFusion Solutions Ltd (Company Number: 15276574) is committed to ensuring you are completely satisfied with our services. This refund policy outlines your rights regarding cancellation and refunds for our solar panel installation, battery storage, EV charger installation, air conditioning, and related services. This policy should be read alongside our Terms & Conditions.

2. Your Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where a contract is entered into at a distance (for example, online or by telephone) or away from our business premises (for example, at your home), you have the right to cancel your order within 14 days without giving any reason.

The cancellation period expires 14 days after the day on which the contract is entered into. To exercise your right to cancel, you must inform us of your decision to cancel by a clear statement. You can do this by:

• Email: support@electrifusionsolutions.com
• Phone: 01302 203 755
• Post: ElectriFusion Solutions Ltd, Gresley House, Ten Pound Walk, Doncaster, DN4 5HX

To meet the cancellation deadline, it is sufficient for you to send your communication regarding your exercise of the right to cancel before the cancellation period has expired. You may use the model cancellation form set out below, but this is not obligatory.

3. Model Cancellation Form

4. Effects of Cancellation During Cooling-Off Period

If you cancel within the 14-day cooling-off period and no work has commenced, we will reimburse all payments received from you, including any deposit, within 14 days of receiving your cancellation notice. Refunds will be made using the same means of payment you used for the initial transaction unless you have expressly agreed otherwise.

If you have requested that work begins during the cooling-off period (by providing express consent), and you subsequently cancel, you will be required to pay an amount proportionate to the services provided up to the point at which you notified us of your cancellation. This may include the cost of any materials ordered specifically for your installation that cannot be returned, survey costs, and any installation work already completed.

5. Cancellations After the Cooling-Off Period

If you wish to cancel your order after the 14-day cooling-off period has expired but before installation has commenced, please contact us as soon as possible. We will assess each case individually and aim to reach a fair resolution. In such cases:

• Any deposit paid may be retained to cover reasonable costs already incurred, including survey time, design work, equipment ordered specifically for your project, and administrative costs.
• If materials have been ordered that cannot be returned to the supplier, you may be liable for the cost of those materials.
• If no significant costs have been incurred, we will endeavour to refund your deposit in full or as much as reasonably possible.

6. Cancellations After Installation Has Commenced

Once installation has commenced, cancellation is generally not possible due to the bespoke nature of the work and materials involved. If exceptional circumstances arise, please contact us to discuss your options. You will be liable for all costs incurred up to the point of cancellation, including materials, labour, scaffolding, and any third-party costs.

7. Defective Work or Products

If our installation or any products we have supplied are defective, your statutory rights under the Consumer Rights Act 2015 apply. You are entitled to:

• A repair or replacement of any defective goods at no cost to you.
• A repeat performance of any service that does not conform with the contract.
• A price reduction or refund if the issue cannot be resolved through repair, replacement, or repeat performance.

8. Finance Agreements

If you have funded your installation through a finance agreement arranged via our finance partner, Phoenix Financial Consultants Limited, separate cancellation terms apply to the credit agreement. You have a 14-day cooling-off period from the date of signing the finance agreement, during which you can withdraw from the credit agreement without penalty. Please refer to your credit agreement documentation for full details, or contact Phoenix Financial Consultants directly.

9. How Refunds Are Processed

Where a refund is due, we will process it as follows:

• Refunds will be issued within 14 days of the refund being agreed.
• Refunds will be made to the original payment method used unless otherwise agreed.
• If payment was made by bank transfer, the refund will be sent to the same bank account.
• If payment was made by credit or debit card, the refund will be credited to the same card.

10. Complaints and Disputes

If you are unhappy with any aspect of our refund process, please contact us at support@electrifusionsolutions.com or call 01302 203 755. As a RECC member and CTSI Approved Code signatory, you have access to independent alternative dispute resolution if we are unable to resolve your complaint directly. Your statutory rights are not affected by this policy.

11. Contact Us

For all refund and cancellation enquiries, please contact us:

• Email: support@electrifusionsolutions.com
• Phone: 01302 203 755
• Post: ElectriFusion Solutions Ltd, Gresley House, Ten Pound Walk, Doncaster, DN4 5HX