FAQs

How can I place an order and what type of ways can I pay?

Through our website, www.powerp.co.ukWhere you can make payments through SagePay offering a wide range of different payment options.

On our Amazon shop, www.amazon.co.ukWhere you can pay with the following cards; Visa, Delta, Visa Electron, MasterCard, EuroCard, American Express, UK based Maestro and Solo cards.

On our Ebay shop, www.ebay.co.ukWhere you can pay using Paypal.

When will my items be delivered?

We provide a FREE standard delivery to anywhere in the UK. We aim to process and despatch your order within 24 hours if received before 2:00pm on the day of placing the order.(Weekend and Bank holidays excepted.)

Our orders will be despatched by trackable courier and should be with you within 5 to 7 days. They will require a signature upon delivery.

(Orders placed before 2pm on a Friday will be despatched on the following Monday, or Tuesday in the event of a Bank Holiday.)

If the courier is unable to make delivery, you should receive a “failed delivery” card. This will give you details of how to contact the courier to arrange for another delivery attempt. The courier will attempt delivery on 3 separate occasions, after this the parcel will be returned to us. We will then contact you to arrange another delivery but you will be charged for this before it is despatched. If you no longer want the product then we will activate a refund minus the cost of the failed delivery.

Our customers keep returning to us because we always put the customer first. But there are rare occasions where problems occur. If you are not completely satisfied with any part of the ordering or delivery process, please contact us and we will be more than happy to help you and resolve the situation.

We can and do deliver to the Rest of the World.

We charge;

£20/item for deliveries to the rest of the E.U.

£30/item for deliveries to the rest of Europe.

£40/item for deliveries to the rest of the World.

For deliveries outside the UK please allow 10-15 days for delivery

I Have A Complaint What Do I Do?

In the first instance contact Powerpac Ltd. and we will attempt to resolve the situation to your satisfaction.

Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted Trader we use Ombudsman Services Ltd for dispute resolution.

In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact Which? Trusted Traders in the first instance on 0117 981 2929.

I Need To Cancel My Order.

Contact one of our trained team on 08000 699 607 and we will cancel your order and issue a full refund.

If the item has already been despatched to you, do not accept the delivery and the item and the courier will return it to us. In the case of a postal delivery, write on the package “Return to Sender” and give it back to the postman and it will be returned to us. In both cases, once we receive the item we will immediately issue a full refund minus delivery costs.

If you have taken delivery of the item, call us and we will issue you with a returns code and arrange for the item to be collected along with your proof of purchase. Once we have the item, unused and in original packing, we will issue a full refund minus delivery costs. We will not accept returns where the item has been used, tampered with or 14 days have passed since delivery.

I Have Ordered The Wrong Item.

Call and we will issue you with a returns code. Once we have the item, unused and in original packing, along with proof of purchase, we will issue a full refund. We will not accept returns where the item has been used, tampered with or 14 days have passed since delivery. The customer will cover the cost of return postage.

The Item Has Arrived In A Damaged Condition.

If any of our products arrives in a damaged condition please contact us immediately and we will arrange collection and send out a replacement as soon as possible.

The Item Does Not Work.

All items despatched by Powerpac will have been tested prior to being sent, though errors beyond our control do occur. If any of our products arrives and is not functioning please contact us immediately and we will arrange collection and send out a replacement as soon as possible. If the item is found not to be defective, the cost of returning the item to us and sending out a replacement will be the responsibility of the customer.

I haven’t received my order, what do I do?

If you have not received your order within 5 working days of placing the order then, in the first instance, check that you have not received a “failed delivery” card. If not, then please call us 08000 699 607 ASAP and we will investigate where the parcel is and why it hasn’t been delivered. Once we have completed with our investigations we will inform you and keep you up to date at all times. If the item is returned to us we will contact you and let you know. We will then ask you how you wish to proceed. If you decide to have it redelivered to you, then we will charge for this. If you wish to cancel the order then we will refund your payment minus the delivery costs.

What is your returns address?

Returns Dept.
Powerpac Ltd.
Unit 8 Whitwick Business Centre,
Stenson Road,
Coalville,
Leics.
‚ÄčLE67 4JP

The packaging must be clearly marked with the Returns Code

POWERPAC LIMITED 2 YEAR WARRANTY

All Powerpac charging cables are covered by our 2 year warranty. If the item develops a fault during this period then we will replace or repair the item free of charge.

If the item has developed a fault, in the first instance, call us and we will issue you with a returns code and arrange to have to item collected at no cost to yourselves. We will then repair or replace the item.

Any signs of abuse or misuse will result in the invalidation of this warranty.

Outside of the warranty. Powerpac will provide a no-obligation quotation for the repair of out of warranty items. We will schedule repairs upon receipt of payment.

Care of your charging cable.The cable is protected against water ingress and damp. IP54 rating: Protection against splashed water only – Store the cables in a clean and dry environment – Never use the cable if the contact are dirty or damp – Do not run over your cable – Do not drop the plugs.

If an item has been tampered with or misused then all warranties are void.

Your statutory rights are not affected by any of the above.

Will my card details and personal information be held securely when using www.powerp.co.uk?

For information on how your card details will be handled, collected and stored please refer to our Section 20 of our Terms and Conditions.

What about my data stored by Powerpac Ltd?

For information on how we collect and store your data please refer to our Section 20 of our Terms and Conditions.

Do you supply VAT invoices?

Yes, we always provide full VAT invoices.

I cannot remember my password?

No problem, you can reset your password anytime by clicking on the reset password link in the log-in page. You will be sent an email providing a link to reset your password.

My details have changed, how can I update my account?

Log in, go to your account page and select the link to edit your account details. Be aware that if you are changing your email address you will still have to log on using your old email address.

There is an error on your website, what should I do?

Oops, things do happen! Try clicking the back button on your browser and then try again. If this fails then we need to look into what has gone wrong. Please head to our contacts page and let us know the error message and what you were trying to do at the time.

If the error occurred during the processing of an order, please call us immediately 08000 699 607 and we will attempt to sort out the problem for you. Rest assured, as we use Sagepay to process payments, your payment details will be secure and not lost to the ether. We will contact Sagepay to resolve the issue on your behalf and let you know what happened as soon as we know.

After placing an order on Ebay, I realised they still have my old address, what can I do?

Call us immediately on 08000 699 607 and if the order has not yet been processed, we will correct the address on our system. If the order has already been processed and sent then we can still recall the item from our couriers but a small charge could be levied for the redelivery.

For further information we strongly recommend you read our Terms and Conditions.