Return Policy

Last updated: 17 October 2026

Plugwell is operated by SOFTSHORE TECHNOLOGY LTD, registered in England and Wales under company number 15384424. Our registered office is 128 City Road, London, United Kingdom, EC1V 2NX.

This policy explains returns, cancellations, refunds and faulty-goods claims for purchases from plugwellshop.com. Please also read our Terms and Conditions and Shipping & Delivery Policy.

Your statutory rights are not affected. Our additional 30-day returns offer does not replace legal cancellation rights or remedies for faulty, unsafe, damaged, incorrect or misdescribed goods. Mandatory consumer protections in your country continue to apply.

1. Our 30-day returns offer

You may request a change-of-mind return within 30 calendar days after receiving your item. Contact us within this period, then send the item back within 14 days after your request, unless we agree a longer period.

For our voluntary offer outside any applicable statutory cancellation period, the item should be unused, undamaged and complete, with its original packaging, accessories and manuals. These voluntary conditions do not restrict lawful inspection under statutory cancellation rights or a valid faulty-goods claim.

A product bought at a discount has the same statutory rights as a full-price product. There is no blanket exclusion for electronics or products dispatched directly by a supplier.

2. How to request a return

Email info@plugwellshop.com with your order number, the item you wish to return and your preferred resolution. A reason is helpful for voluntary returns but is not required when exercising a statutory right to cancel without reason.

We may ask for reasonable evidence of purchase, such as an order confirmation or payment record. Photographs or a short video may help with a fault or damage claim, but we will not impose unreasonable evidence requirements.

We will provide the appropriate return instructions and destination. Contacting us for instructions is not a requirement to obtain approval before exercising a legal cancellation right. You can give a clear cancellation statement by email or post; the optional form in our Terms and Conditions may also be used.

3. Return destination and postage

Our London registered office is a business correspondence address and is not automatically the correct parcel-return facility. Do not assume the original dispatch address or a supplier’s address printed on a parcel is suitable for returns. Ask us for the correct instructions.

Where an item must be returned to a particular country or an overseas facility, the relevant return arrangement and any material international return expense must be made clear before purchase. If we have not disclosed an overseas return requirement before your order, we will not require you to bear an unexpected international postage charge; we will arrange an appropriate alternative at our cost.

• Change of mind: you pay the direct return-postage cost only where we informed you of that responsibility before purchase. If we did not, we bear that cost where required by law.
• Faulty, damaged, incorrect or misdescribed goods: we arrange or reimburse reasonable return costs where the law requires us to do so. Ask us about a prepaid label or agreed collection or postage arrangement before incurring an unusual expense.

Package returns securely and retain evidence of posting. Tracking is helpful for resolving delivery queries, but we do not make a particular premium postal service a blanket condition of a valid legal return. Follow the provided transport instructions for batteries or damaged electronics; do not post an unsafe battery without suitable arrangements.

4. UK statutory cancellation rights

For most online purchases, UK consumers can cancel without giving a reason until 14 days after the day they, or a nominated recipient, receive the goods. For one order delivered in separate consignments, the period normally runs from receipt of the last item or consignment.

Notify us within the cancellation period, then send the goods back within 14 days after giving notice, unless we agree to collect them or allow longer. A dispatch notification does not prevent cancellation where the statutory right applies.

You may handle the item as reasonably necessary to establish its nature, characteristics and functioning, as you would in a shop. We may make a lawful deduction for diminished value caused by excessive handling where permitted. Opening ordinary packaging or inspecting a product does not automatically remove your rights.

5. Refund amounts and timing

We refund the amount paid for an eligible returned item, taking account of any discount and any lawful, explained deduction. We do not charge a standard restocking or refund-processing fee.

For a valid UK statutory cancellation of the whole order, we also refund the cost of our least expensive standard outbound delivery option. Additional cost for a premium delivery choice need not be refunded. For voluntary returns outside statutory cancellation rights, original delivery charges are not normally refunded unless we agree otherwise; faulty-goods and other legal remedies take priority. Partial-order delivery refunds depend on the circumstances and applicable law.

For a UK statutory cancellation, we refund within 14 days after being informed, but may withhold reimbursement until we receive the goods or evidence that they have been sent back, whichever is earlier, unless we offered to collect them. For our additional voluntary returns offer, we process the refund within 14 days after receiving and checking an eligible return. Other statutory refund deadlines apply where required.

Refunds are made to the original payment method unless another method is expressly agreed, without an additional refund fee. Your payment provider may need further time to display the credit. If a refund has not appeared after the provider’s stated processing period, contact us so we can trace it.

6. Faulty, damaged, incorrect or missing items

Contact us promptly if an item arrives damaged, is incorrect, is missing or develops a fault. Prompt reporting helps us investigate; there is no seven-day reporting deadline that removes your statutory rights.

For UK consumers, goods must be of satisfactory quality, fit for a purpose made known to us and as described. Applicable remedies can include a short-term right to reject non-conforming goods within 30 days, repair or replacement, and a price reduction or final rejection where the legal conditions are met. A fault reported later may still qualify for a remedy.

Your sales contract is with SOFTSHORE TECHNOLOGY LTD. We will not require you to resolve a valid claim only with AliExpress, DSers, an overseas supplier or the manufacturer. Any manufacturer’s warranty is additional to your statutory rights.

For missing parcels or items that were never delivered, we will investigate and provide the appropriate remedy. You are not required to return an item you never received.

7. Exceptions and exclusions

Change-of-mind cancellation exceptions apply only where the law permits and where applicable information is provided before purchase. Examples include genuinely personalized goods and sealed goods unsuitable for return for health or hygiene reasons once the seal is broken.

We do not automatically classify every wearable, earphone or personal-use gadget as non-returnable. A legal exception must actually apply. For our additional voluntary returns offer, the item-specific conditions disclosed before purchase also apply, subject to your statutory rights.

Damage caused by misuse, an accident after delivery or an incompatible installation may affect a claim, but it does not automatically remove rights concerning an unrelated defect. We assess the cause and applicable law rather than treating any sign of use as a complete exclusion.

8. Exchanges and pre-dispatch changes

Contact us as soon as possible if you need to change or cancel an order before dispatch. We will try to make the change, but cannot guarantee that a parcel already being prepared can be stopped. Your applicable cancellation rights remain available after dispatch.

For a voluntary exchange, contact us to confirm stock and the return arrangements. A refund and a separate new order may be the simplest approach. You do not have to place a replacement order to obtain a refund that is legally due.

9. Returns involving connected devices

Where safe and appropriate, back up and remove your personal data, accounts, SIM cards and memory cards before returning a device. Do not remove information needed to diagnose a fault without discussing it with us. We will handle personal information under our Privacy Policy.

10. Contact and complaints

For return instructions, cancellation notices, refund queries or complaints, contact:

Email: info@plugwellshop.com
Telephone: +1 647 913 1372

Correspondence can be sent to the registered office. Parcel returns must use the appropriate return instructions. If this policy conflicts with a non-excludable consumer right, that right prevails.