Returns & Refunds
At Boltz Electronics, we want customers to understand their rights before placing an order. Nothing in this policy excludes or restricts statutory consumer rights that cannot legally be excluded.
UK Consumer Distance-Sale Cancellation Rights
If you are a UK consumer buying eligible goods online, you normally have the right to cancel without giving a reason. The cancellation period begins when the contract is made and normally ends 14 days after the day you, or a person nominated by you, receives the goods. You may also cancel before delivery.
To cancel, tell Boltz Electronics clearly before the cancellation period expires. Email sales@boltzelectronics.co.uk. You may use our Standard Cancellation Form, but using the form is not compulsory.
Returning Cancelled Goods
Following a valid change-of-mind cancellation, goods should normally be returned within 14 days after you tell us you are cancelling, unless we have agreed to collect them. Please contact us before arranging a return so we can provide the correct return destination and handling instructions for the exact product.
Large, Heavy and Non-Postable Products
Some products, including premium massage chairs and hyperbaric chambers, cannot normally be returned by post because of their size, weight or specialist handling requirements. Where a consumer is legally responsible for the direct cost of returning such goods following a change-of-mind cancellation, that responsibility will be disclosed before purchase and Boltz Electronics will provide the return-cost information or reasonable estimate required by law before the customer is bound by the contract.
The return destination and approved procedure may vary by product and logistics network. Where Boltz Electronics offers an optional specialist collection service, any collection cost payable by the customer will be expressly agreed before collection is arranged.
Refund Timing and Method
Where a statutory refund is due, Boltz Electronics will refund the payments required by law, including the cost of the least expensive standard outbound delivery option offered where applicable. If you selected a more expensive enhanced delivery option, the additional amount above the standard delivery cost may not be refundable where the law permits.
For goods, we may withhold the refund until we have received the goods back or you provide evidence that you have sent them back, whichever occurs first, where permitted by law. Refunds will be made within the applicable statutory time limit and normally using the same payment method used for the purchase unless another method has been expressly agreed.
Boltz Electronics will not deduct its own card-processing, payment-processing or merchant-acquiring fee from a refund where a consumer is legally entitled to a full statutory refund.
Condition and Handling
Consumers may examine goods to establish their nature, characteristics and functioning. Where handling goes beyond what would reasonably be permitted in a shop and causes an actual reduction in value, Boltz Electronics may recover that diminution in value to the extent permitted by law.
Any assessment will be made individually using objective evidence and will reflect the actual reduction in value rather than a preset percentage or penalty. Evidence may include photographs, inspection reports, packaging and accessory condition, visible wear or damage, and operating-hour or diagnostic information where the product natively records it.
Genuinely Bespoke or Clearly Personalised Goods
Some goods genuinely made to a consumer's individual specifications, or goods that are clearly personalised, may fall within a statutory exception to the normal change-of-mind cancellation right. A product is not treated as bespoke merely because it is manufactured, assembled or ordered after checkout, or because the customer selects ordinary options from a standard range. Where Boltz believes the exception applies, this will be identified clearly before purchase.
Installation, Setup and Commissioning Services
Where a consumer separately requests an ancillary installation, setup, site-assessment or commissioning service to begin during an applicable statutory cancellation period, we will obtain any express request or acknowledgement required by law before beginning that service. If cancellation occurs after performance has begun, any charge for services already supplied will be limited to the proportionate amount permitted by applicable law.
Faulty, Damaged, Incorrect or Misdescribed Goods
Change-of-mind rules are separate from rights where goods are faulty, damaged, incorrectly supplied, not as described or otherwise fail to conform to the contract. Such matters will be handled in accordance with applicable consumer law. Commercial or manufacturer warranties are additional to statutory consumer rights.
Business Purchases
If you are purchasing wholly or mainly for purposes relating to a trade, business, craft or profession, the consumer cooling-off rules above do not automatically apply. Genuine business purchases may instead be governed by our Business & Commercial Terms of Sale and any order-specific quotation or supply agreement.
Consumers should also read our Consumer Terms of Sale and High-Value Orders & Specialist Delivery page where applicable.
European Union Consumer Withdrawal Rights
Where applicable EU consumer law governs an eligible distance purchase, a consumer generally has 14 days after taking delivery to notify Boltz Electronics of withdrawal without giving a reason, and generally a further 14 days after notification to return the goods. Notice may be sent to sales@boltzelectronics.co.uk by any clear statement. Mandatory national consumer protections continue to apply.
For change-of-mind returns, the customer bears the direct return cost only where permitted by applicable law and properly informed before the purchase. For large goods that cannot normally be returned by post, Boltz will disclose the direct return cost or a reasonable estimate, including an estimated maximum where required, before the customer is bound. A statement that the cost will be calculated after purchase does not replace legally required advance information. For faulty or non-conforming goods, mandatory legal remedies and cost responsibilities remain unaffected.