Refund policy

Returns & Refunds Policy

At Portable Power Hub, we want you to shop with confidence. If you're not completely satisfied with your purchase, we're here to help.

30-Day Returns

You have 30 days from the date you receive your order to request a return.

To be eligible for a return, your item must:

  • Be unused and in the same condition you received it.

  • Be returned in its original packaging with all accessories, manuals and components.

  • Include proof of purchase or your order number.

Items that have been installed, modified, damaged through misuse, or are not in a resalable condition may not be eligible for a refund.

How to Request a Return

To request a return, please contact us before sending your item back.

Email: sales@portablepowerhub.co.uk

Please include:

  • Your order number

  • Your name

  • Reason for the return

  • Photos if the item is damaged or faulty

Returns should only be sent once authorised.

Return Address

TBA (Please replace with your full returns address before publishing.)

Returns sent without prior authorisation may not be accepted.

Return Shipping

If you change your mind and wish to return an item, you are responsible for the cost of returning the goods, unless otherwise agreed.

If your item is faulty, damaged on arrival, or we have sent you the incorrect product, Portable Power Hub will arrange collection or reimburse the reasonable cost of return shipping where appropriate.

For your protection, we recommend using a tracked delivery service, as we cannot be responsible for items lost or damaged during return transit.

Large & Pallet Deliveries

Some portable power stations and generators are shipped by pallet or specialist courier due to their size and weight.

If you need to return one of these products, please contact us before arranging any return. We will advise whether collection by our courier is required and provide the appropriate return instructions.

Restocking Fees

We do not charge any restocking fees for eligible returns.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives.

If your item arrives damaged, develops a fault, or you receive the wrong product, please contact us within 48 hours of delivery by emailing sales@portablepowerhub.co.uk.

Where appropriate, we will arrange a repair, replacement or full refund in accordance with your statutory consumer rights.

Non-Returnable Items

The following items cannot normally be returned unless they are faulty:

  • Special order or customised products

  • Personalised items

  • Gift cards

  • Clearance or end-of-line products where stated at the time of purchase

  • Products that have been used, installed or altered

  • Hazardous materials, fuels or flammable products

This does not affect your statutory rights where goods are faulty, not as described or unfit for purpose.

Exchanges

We do not offer direct exchanges.

If you require a different product, please return your original item (once authorised) and place a new order for the replacement.

Refunds

Once we receive and inspect your return, we'll notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days.

Please note that your bank or card provider may take additional time to process and credit the refund to your account.

If you have not received your refund within 15 business days after approval, please contact us at sales@portablepowerhub.co.uk.

Your Consumer Rights

Nothing in this Returns & Refunds Policy affects your statutory rights under the Consumer Rights Act 2015.

European Union Orders

For orders delivered to countries within the European Union, consumers have the right to cancel their order within 14 days of receiving the goods without giving a reason.

Returned items must be unused, complete and in their original packaging unless exercising other statutory rights relating to faulty goods.

Google Merchant Center Compliance

To ensure transparency for our customers:

  • Our standard return window is 30 days from the date of delivery.

  • Customers must contact us before returning any item to obtain return authorisation and instructions.

  • Customers are responsible for return shipping costs for change-of-mind returns. We cover return shipping costs where the item is faulty, damaged, or supplied incorrectly.

  • No restocking fees are charged on eligible returns.

  • Refunds are issued to the original payment method once the returned item has been inspected and approved.