Refund policy

Step 1: Please contact us 

Faulty Item

If you require a replacement:

1. Contact us either by phone or the contact us section on the website. Initially, we will try to troubleshoot the problem with you. In some cases, you will be required to contact the product manufacturer to obtain a case number to validate the manufacturer's warranty procedure.
2. If we or the manufacturer are unable to solve the issue and the product is deemed faulty, and the item is under a year old, please return the unit to us by following this link for a free-of-charge return shipping service via DPD. Wait for a free-of-charge replacement, which we will send you on receipt of the faulty item. 
3. Regrettably, if the item is over a year old or over 5kg, we do not cover the cost of the return shipping, and you will need to contact us for a manual returns form.
4. Please note, if you wish to receive a refund rather than a replacement under warranty, you will need to contact us first to discuss whether this is covered by the manufacturer's warranty for items over a year old. If the item is under a year old, please make sure you notify us that you want a refund rather than a replacement when filling in the description of the fault section on the DPD returns portal above; otherwise, a replacement will be sent out by default.
5. Please note that when items are returned to us, our returns team or the manufacturer will run diagnostics on the product before agreeing to a warranty replacement. If found not faulty, the unit will not be replaced under warranty, and shipping will be charged to return the unit. To reduce the risk of this, we strongly urge you to contact us and/or the manufacturer in advance of returning the item to troubleshoot the issue. It is also important to note that most manufacturer warranties stipulate certain criteria, such as ensuring the unit has been installed by a qualified electrician, which will void the warranty if not adhered to. Please check the product warranty requirements before installing.

Item Not Required

1. We can only accept returns for unwanted items within 14 days of the delivery date.
2. Initially, please contact us to alert us of your intention to return within the 14-day window.
3. The item must be unused, in perfect condition and in its original packaging.
4. To ensure adequate protection during transit so that unwanted items arrive back to us in a resaleable condition, we kindly request that the item be securely placed inside another protective box, similar to how the order was shipped from us to you. Please use sufficient packaging material to safeguard the item and its packaging to prevent any potential damage during transportation.
5. If you require a different item, please order on our website as normal - your new order is treated as a separate transaction and a refund will be issued for your returned item when we receive it.
6. Please note that the refund will be less any carriage charges incurred by Gil-Lec. The cost of our return shipping service via DPD is £5 including VAT, and you can access the DPD returns portal here.
7. Alternatively, you can send your items back to us using a tracked shipping service of your choice to the address below. Please note, you will need to contact us first to receive a returns form to complete, which will need to be included with the returned item(s). We cannot process returns that arrive without this paperwork.

 Step 2: Fill out and complete the form in full

If you are returning an order that is over one year old or an unwanted item using your choice of tracked shipping service, please contact us first to receive a returns form. You will need to fill out the returns form, giving us as much information as possible. You will need your original order number - if you are unable to find this, please contact us and we will be happy to assist in retrieving this information for you. Please note that if your returns form is missing information your refund or replacement is likely to be delayed.

If you are returning a faulty item, a brief description of the fault will greatly help us, along with any case number if you have had to contact the manufacturer, as well as if you are expecting a replacement under warranty or looking for a refund.

Step 3: Carefully package your return

If you no longer have the original packaging, please use an adequately sized box and packing material to avoid any damage whilst in transit to us.

Pop the completed returns form in the box near the top so we can easily find it. Please do not sellotape the form to the box.

Step 4: Send the item to us using our pre-paid service or your own carrier

If your parcel is under 5kg, you may use our pre-paid DPD tracked service:

1. Follow the simple instructions, print your label
2. Attach it securely to the parcel using tape or glue
3. Alternatively, you will receive a scannable code via email from DPD, which allows them to print a label for you when you drop the parcel off at your local DPD Pick-up Point.
4. Drop it off at your local DPD Pick-up Point.

Of course, you may use your own carrier for any return if this is more convenient, but please note that if you are returning a faulty item, we regrettably cannot refund any third-party carriage charges. If using your own carrier service, including Royal Mail, please be sure to use a tracked service as we are unable to take responsibility for items lost by third-party carriers. 

Please address your return to:

Gil-Lec Online Electrical Supplies
Unit 34 Chess Business Park
Moor Road
Chesham
Buckinghamshire
HP5 1SD

Regrettably, we cannot refund or replace any returned items without paperwork; please ensure you have included your completed returns form.