Moss Electrical Online Returns Policy

At Moss Electrical Online, we aim to make returning items as simple as possible. Please read the guidance below to understand how to return faulty or unwanted products.

General Returns Process

All returns require a Returns Merchant Authorisation (RMA) number and must be approved by us before sending any items back. You can request a return through your customer account or via the returns request form on our website.

Once your RMA has been approved, you will receive an email with full instructions for returning your item(s).

When returning any product, please include your order number in the parcel to ensure we can process your return quickly. Returns received without prior approval or missing order information may result in delays.

Faulty Goods

If a product purchased from Moss Online develops a fault:

1. Submit a returns request via your customer account or the website form.
2. Do not send the item back until your RMA has been approved.

Once your RMA is approved, you will receive an email with instructions for returning the faulty item. For confirmed faulty items, we provide a pre-paid returns label and cover the cost of the return.

Depending on the product and how long it has been used or installed, we will offer a repair, replacement, or refund in line with our returns policy.

Unwanted Goods

If you change your mind about your order, unwanted returns are accepted under the following conditions:

• Requests must be made within 30 days of receiving your order.
• Items must be unused and in their original, undamaged packaging.
• All returns must include the approved RMA information.

Your Refund

• Returned items will be inspected to ensure they are in a resalable condition.
• Refunds are processed to the original payment method.
• Original shipping costs are not refundable.
• If items are not in a resalable condition, a handling charge may apply (up to 25% of the original invoice for certain products).

Customers are responsible for the cost of returning unwanted goods. We recommend using a signed-for courier service to reduce the risk of damage during transit.