Refund policy
Return & Refund Policy
This policy explains, in plain English, how returns, cancellations and refunds work when you buy from OUTDOOR EXTENSION LEADS, operated by INDOOR & OUTDOOR FURNISHINGS LTD. It covers our 30-day voluntary return window, the one honest exception for made-to-order Outdoor Extension Leads, our 10-business-day refund processing, and every statutory right you hold under UK consumer law.
One honest exception, and nothing hidden.
We offer a 30-day voluntary return window from the date of delivery on Armoured Outdoor Extension Leads, Electrical Supplies and Sofas. Outdoor Extension Leads are excluded from this 30-day window because every single lead is cut, wired and hand-assembled to your exact specification once you place your order — unless the lead you receive is faulty, not as described, or develops a fault, in which case your full statutory rights apply regardless of this exclusion.
Once we receive a valid return and have checked it meets the condition requirements in Section 06, we process your refund within 10 business days. Refunds are always issued to your original payment method.
Nothing in this policy limits or removes any right you hold under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other UK consumer protection law. Where this policy is more generous than the legal minimum, that is an enhancement of your rights, never a reduction of them.
A statutory right that sits underneath our own policy.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, most goods bought online in the UK come with a statutory right to cancel your order within 14 days of delivery, for any reason, without needing to explain why. Once you have cancelled, you then have a further 14 days to physically send the goods back to us.
This statutory 14-day right runs alongside — and is more limited than — our own voluntary 30-day return window described in Section 03. Where our voluntary window applies, you effectively have the benefit of the longer period. Where a product is excluded from our voluntary window, the position under the law is set out in Section 04.
To cancel under this statutory right, simply tell us clearly that you wish to cancel — by email, phone or live chat — before sending the goods back. You do not need to use a specific form to do this.
Three ranges get the full 30 days. One does not.
Armoured Outdoor Extension Leads, Electrical Supplies and Sofas are stocked and sold as standard products rather than built to an individual customer's specification, so the full voluntary 30-day window applies to them without exception.
Made to order means made just for you.
Every Outdoor Extension Lead is cut, wired and hand-assembled to the exact cable length, plug and socket configuration, and colour you select at checkout — it does not exist as a finished item on a shelf until you place your order. Under Regulation 28 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the statutory 14-day right to cancel does not apply to goods that are "made to the consumer's specifications or clearly personalised."
This is why we ask you to choose carefully at checkout, and why we exclude Outdoor Extension Leads from our own voluntary 30-day return window as well. We flag this exclusion clearly on every Outdoor Extension Lead product page before you complete your purchase, so there is no surprise at checkout.
This exclusion never applies to faulty goods. If your Outdoor Extension Lead arrives faulty, is not as described, or develops a fault during normal use, your rights under the Consumer Rights Act 2015 apply in full — see Section 05 — regardless of the fact that the item was made to order.
The Consumer Rights Act 2015 always overrides this policy.
Under the Consumer Rights Act 2015, goods you buy from us — including a made-to-order Outdoor Extension Lead — must be of satisfactory quality, fit for purpose, and as described. If they are not, the following tiers of protection apply automatically, and none of them are affected by the exclusion in Section 04:
If a faulty item is discovered within 30 days of delivery, you can reject it outright and receive a full refund, no questions asked about repair or replacement first.
You are entitled to a free repair or replacement. If that is not possible, or the attempt fails, you can then claim a refund or a price reduction. There is a legal presumption during this period that the fault was present at delivery, unless we can show otherwise.
You can still claim a repair, replacement, refund or price reduction under the Consumer Rights Act 2015 and the Limitation Act 1980, but you will generally need to show that the fault was present at the time of delivery rather than caused by normal wear, misuse, or an unrelated cause.
To claim under this section, contact us with your order number, a description of the fault, and — where relevant — a photograph. We may ask you to return the item so we can inspect it; where the item is faulty, we cover reasonable return postage or arrange collection at our cost.
What we need to see when a change-of-mind return arrives.
For returns made under our voluntary 30-day window (Section 03) rather than because an item is faulty, the following conditions apply so we can resell or restock the item:
The item must be unused, in the condition you received it, with no signs of installation, wiring-in, or fitting.
Please return the item in its original packaging where possible, including any protective inserts used for sofas and boxed electrical components.
Sofas must be returned with the permanent fire-safety label required under the Furniture and Furnishings (Fire) (Safety) Regulations 1988 still attached. This label must never be removed, even during the return process.
Electrical Supplies must be returned complete, with all connectors, glands, seals and instructions included in the box.
Please include your order number or confirmation email so we can locate your order and process your return without delay.
If a returned item shows signs of use, installation or damage beyond what is reasonable to check whether it was suitable, we may make a deduction from your refund to reflect the reduction in value — this does not affect your statutory rights for genuinely faulty goods.
Tell us first — we will guide you from there.
Contact us at info@outdoorextensionleads.co.uk, call +44 7427 230720, or use live chat on our Contact page, quoting your order number and the reason for your return.
We confirm whether your item is eligible under Section 03, and — for faulty items — may ask for a photograph so we can assess the issue and, where useful, resolve it without needing a physical return.
We provide you with return instructions, including the correct address and, for sofas or large electrical orders, arrange a courier collection where appropriate.
Once we receive and check your return, we process your refund within 10 business days, as set out in Section 09.
Faulty items: always free. Change of mind: your call.
We cover the full cost of return shipping or arrange a free collection. You will never be asked to pay to return a faulty item.
You are responsible for the cost of returning the item to us, using a tracked delivery service, unless we tell you otherwise for a specific order. We recommend obtaining proof of postage until your return is confirmed as received.
Where a courier collection is required for a sofa return, we will confirm any collection fee that applies for a change-of-mind return before it is booked, so there are no surprises.
Refunded to the card or account you paid with.
Once a returned item reaches us and passes the condition check described in Section 06, or once a fault is confirmed under Section 05, we process the refund within 10 business days. Refunds are issued to the original payment method used at checkout, and we do not issue refunds to a different card, account, or by bank transfer unless your original payment method is no longer available, in which case we will contact you to agree an alternative.
The 10-business-day figure reflects the time we take to process the refund at our end; your bank, card issuer or payment provider may take a further few working days to show the funds in your account, depending on their own processing times.
Prefer a different size, colour or configuration?
We are happy to exchange eligible items — for example, a different sofa fabric, a different Electrical Supplies component, or a different Armoured Outdoor Extension Lead length — within the same 30-day window described in Section 03, subject to stock availability and the condition requirements in Section 06.
Because Outdoor Extension Leads are made to your original specification, an exchange for a different length or configuration is treated as a new made-to-order purchase rather than a like-for-like swap; contact us and we will talk through the options, including whether we can amend your order before it enters production.
Caught it in time? We will stop it before it ships.
If you contact us before your order has entered production or been dispatched, we will cancel it and issue a full refund, with no deduction, regardless of which product range it falls under. This applies even to Outdoor Extension Leads, provided cutting and assembly has not yet started.
Because Outdoor Extension Leads are typically processed and hand-assembled quickly to meet our stated delivery times, we recommend contacting us as soon as possible on +44 7427 230720 or info@outdoorextensionleads.co.uk if you need to change or cancel an order for a made-to-order lead.
Large items need a little extra care on the way back.
Please inspect your sofa as soon as it is delivered and, where possible, before the delivery team leaves. If you notice a fault, damage in transit, or a fabric or frame issue, tell us within a reasonable time and take photographs — this helps us resolve faulty-item claims under Section 05 quickly, often without needing a full return.
For a change-of-mind return within the 30-day window, we arrange a courier collection from your address rather than asking you to post the item back. Please keep the sofa in a dry, accessible location, and retain the fire-safety label attached to the item at all times, as removing it is against the law under the Furniture and Furnishings (Fire) (Safety) Regulations 1988.
Colours can vary slightly from photographs due to screen calibration and natural fabric batch variation; this alone is not treated as a fault, but we are always happy to confirm fabric details with you before you order if this matters for your room.
The same rights, whether you are a homeowner or an electrician.
Electricians and contractors ordering components such as IP66 sockets, SWA cable glands, junction boxes and 13A plugs benefit from the same 30-day return window described in Section 03. Where you have placed a bulk trade order, please contact us before returning multiple units so that we can confirm packaging requirements and arrange the most efficient collection method.
If you are purchasing as a registered business for business purposes rather than as a consumer, please note that certain statutory consumer protections referenced in this policy, including some Consumer Rights Act 2015 remedies, apply specifically to consumer contracts. We nonetheless extend our voluntary 30-day return window and fault-resolution process to trade customers on the same basis as consumers, unless a separate trade account agreement states otherwise.
How your refund actually reaches you.
All payments are processed securely through Shopify's payment infrastructure; we do not hold your full card details and cannot issue a refund to a card or account other than the one used for the original purchase.
The same rights, wherever in the UK you live.
We ship to addresses across England, Scotland, Wales and Northern Ireland only. The Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 are UK-wide statutes that apply identically regardless of which UK nation you live in — there are no separate or additional statutory return rights specific to Scotland, Wales or Northern Ireland that alter what is set out in this policy.
Where a dispute cannot be resolved directly, consumers in Scotland and Northern Ireland can bring a claim in their local Sheriff Court or County Court/Small Claims service respectively, in the same way that consumers in England and Wales can use the County Court, subject to any jurisdiction terms in our Terms of Service.
Trading Standards services are delivered locally across the UK, and you can report a concern to your local Trading Standards office in England, Scotland, Wales or Northern Ireland via the Citizens Advice consumer service referenced in Section 16, regardless of where you are based.
If we cannot resolve things directly, you have options.
We aim to resolve every return, refund or fault query directly and fairly, and we would always ask that you contact us first using the details in Section 18 so we have the chance to put things right.
If we are unable to reach a resolution, you can contact the Citizens Advice consumer helpline for free, impartial guidance on your rights, at citizensadvice.org.uk or on 0808 223 1133. You may also be able to refer a dispute to a Chartered Trading Standards Institute (CTSI) approved Alternative Dispute Resolution (ADR) provider relevant to our sector, or, for unresolved contractual disputes, bring a claim through the Small Claims Track of the County Court.
Nothing in this section affects your right to pursue a claim through the courts at any time.
Updates are always dated clearly, right here.
We may update this Return & Refund Policy from time to time to reflect changes in our operations or in UK consumer law. Any change will be published on this page with a revised "last updated" date. Changes will never be applied retrospectively to reduce the rights you had at the time you placed an order that is still within its applicable return, cancellation or warranty period.
Start a return, ask a question, or just check if you are covered.
Registered office: 3rd Floor, 86-90 Paul Street, London, England, EC2A 4NE, United Kingdom
Support hours (Greenwich Mean Time, London): Monday–Friday 09:00–17:00, Saturday 10:00–16:00, Sunday Closed. We aim to respond within one business day.
Last updated and effective from: 3 September 2026.