1. Overview
Electro-Base.co.uk is operated by TROPICAL MOVEMENTS LTD. We sell stock products that are dispatched directly from our partner warehouses across Europe. Because items may ship from different locations, return instructions can vary by product and destination.
Summary
- Change of mind (UK consumers): you typically have 14 days from delivery to tell us you want to cancel, then a further 14 days to return the item.
- Refund timing: refunds are processed to the original payment method within 14 days after we receive and inspect the return (or earlier where legally required).
- Faulty/incorrect items: you have additional rights under UK consumer law. We will help quickly.
This policy is intended for consumer purchases. If you are purchasing on behalf of a business, additional terms may apply.
2. Change of Mind & Cancellation Rights (UK)
If you are a UK consumer buying online, you may have a legal right to cancel many purchases under the Consumer Contracts Regulations.
| Step | Timeframe | What you need to do |
|---|---|---|
| Tell us you want to cancel | Within 14 days of delivery | Email us with your order number and the item(s) you wish to return. |
| Send the item back | Within 14 days of notifying us | Return the item unused and in original packaging (see Section 3). |
If your order has not yet been dispatched, we will do our best to cancel it. Once dispatched, the return process applies.
3. Return Conditions
To be eligible for a change-of-mind return, items must generally meet the conditions below:
- Unused and uninstalled, with no signs of use beyond what is necessary to inspect the item as you would in a shop.
- In original packaging with all accessories, manuals, and included components.
- Not damaged due to misuse, improper handling, accidents, or unauthorised repairs.
- Returnable as a whole (bundles/sets must be returned complete unless we approve otherwise).
Inspection & deductions
If an item is returned in a condition that reduces its resale value (e.g., missing packaging/accessories, signs of use), we may make a deduction from your refund where legally permitted.
4. Non-Returnable Items
Some items may be excluded from change-of-mind returns for hygiene, safety, personalisation, or other lawful reasons. Examples can include:
- Items sealed for hygiene reasons that have been unsealed after delivery (where applicable)
- Perishable goods (if any are offered)
- Customised or made-to-order items (if any are offered)
- Digital items or services once delivered/started (if any are offered)
If any product has special return restrictions, we will indicate this on the product page or at checkout where possible.
5. How to Start a Return
To start a return, please email us with the following information:
- Your order number
- The item(s) you want to return
- The reason (change of mind / faulty / damaged / incorrect item)
- Photos or short video (recommended for damaged/faulty/incorrect items)
6. Refunds & Processing Times
Once we receive your return, we will inspect it and notify you of the outcome. If approved, refunds are issued to the original payment method.
| Refund stage | What happens | Typical timing |
|---|---|---|
| Return received | We confirm delivery of the returned parcel and begin inspection. | Depends on carrier transit time |
| Inspection | We verify item condition and completeness. | Usually 1–5 business days |
| Refund issued | Refund is sent to your original payment method. | Within 14 days after inspection (or sooner if required) |
Shipping fees are typically non-refundable for change-of-mind returns unless otherwise required by law or the return is due to our error (see Section 8).
7. Exchanges & Replacements
We may offer exchanges or replacements depending on stock availability and the reason for return. In many cases, the fastest option is:
- Return the original item (if applicable), and
- Place a new order for the desired item.
For faulty or incorrect items, we will prioritise a replacement or an appropriate resolution (see Section 8).
8. Faulty, Damaged, or Incorrect Items
If your item arrives faulty, damaged in transit, or you receive the wrong item, please contact us as soon as possible so we can help quickly.
What to include in your message
- Order number
- Clear photos and/or a short video of the issue
- Packaging photos (outer box/label), especially for transit damage
If we confirm a fault/damage/incorrect item, we may (depending on the situation) offer:
- A replacement item
- A repair solution (where applicable)
- A partial refund (where appropriate and agreed)
- A full refund
9. Return Shipping Costs
For change-of-mind returns, customers are generally responsible for return shipping costs unless we state otherwise.
For faulty/damaged/incorrect items confirmed by us, we will cover reasonable return shipping costs or provide an alternative solution where appropriate.
Please keep proof of postage and tracking details for all returns.
10. Chargebacks & Payment Disputes
If you believe a transaction is unauthorised or there is an issue with your order, please contact us first so we can resolve it quickly. Unnecessary chargebacks can delay resolution, and we may provide evidence to the payment processor if a chargeback is filed without prior contact or without valid grounds.
11. Changes to This Policy
We may update this page from time to time to reflect operational, legal, or customer service improvements. The “Last updated” date at the top of this page shows when the latest version took effect.
12. Contact Us
To request a return, ask about your refund, or report an issue, contact us: