Refund policy

Effective Date: 18/06/2024

Thank you for shopping with Propflo Ltd. We aim to provide you with the best products and services. If you are not entirely satisfied with your purchase, we are here to help.

1. Your Right to Cancel

You have the right to cancel your order within 14 days of receiving your goods without giving any reason. To exercise your right to cancel, you must notify us of your decision to cancel the order by a clear statement by emailing us on contact@propflo.co.uk or by filling in our cancellation form.

2. Returns

You have 14 days from the date you cancel your order to return the goods to us. The goods must be returned in their original packaging and in the same condition as when you received them. You are responsible for the cost of returning the goods. Once we receive your returned goods, we will inspect them and notify you of the status of your refund.

3. Refunds

If you cancel your order and return the goods in accordance with this policy, we will reimburse you for the cost of the goods excluding delivery charges. We will make the reimbursement without undue delay, and not later than:

• 14 days after the day we receive back from you any goods supplied, or
• (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
• If there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

4. Exceptions

We do not accept returns or provide refunds for the following:

• Goods that are, according to their nature, inseparably mixed with other items after delivery.
• Custom or personalized items.
• For cancelled site visits(for example for an EPC, retrofit assessment, or smart home installation) without 48 hours notice, a cancellation fee of £20 may be charged. 
• For visits where our partner cannot gain access to a property, then the full charge may still be applied.

5. Faulty or Damaged Goods

If your item is faulty or damaged upon receipt, please contact us immediately at contact@propflo.co.uk with details of the product and the defect. We will arrange for a replacement or a full refund, including any postage costs incurred by you.

6. Contact Us

If you have any questions about our refund policy, please contact us:

• By email: contact@propflo.co.uk

Thank you for shopping with us.