Terms and Conditions

Returns Policy

We understand about internet shopping so ALL products carry a 30 day money back guarantee. The first 14 days of this period are your statutory cancellation right under the Consumer Contracts Regulations 2013; days 15 to 30 are an extended guarantee offered voluntarily by PowerBee, and returns in this extended period are refunded less the delivery cost we incurred sending your order to you.

Within the first 14 days you may open the packaging and inspect your purchase as you would in a shop. If an item has been handled beyond what is necessary to inspect it (for example used, installed, placed in water, or assembled), a deduction may be applied to reflect the diminished value of the goods. Returns under the extended guarantee (days 15 to 30) must be unused, unmodified and unaltered, and returned in the original packaging with all components, in an as-new, re-sellable condition.

We endeavour to ensure that our customers are fully satisfied with their purchases made at PowerBee. If for any reason you are unsatisfied with your purchase please do contact us. We offer a full money back guarantee where goods are sold which are not fit for their purpose as described in the advert, or are faulty in any way.

Payment of refund will be completed in the same method of payment that the customer originally used to purchase the goods. If the product has become damaged during transit, please contact us at support@powerbee.co.uk.

Refunds or replacements are made post-engineer's inspection (usually takes 2-3 days to complete). We cannot take responsibility for refunds or returns where product misuse has occurred (e.g., inappropriate wet weather damage, shock damage, or product tampering). This includes using non-standard mains chargers with products.

The warranty period for each product is stated on its product listing — where a warranty period is shown on the listing, that is the period that applies (for example, selected pumps carry a 2 year warranty). Where no warranty period is stated on the product listing, the product carries our standard 6 month warranty. Warranties exclude batteries, which are consumable items with a finite life (see the Batteries section below). Batteries should never be left to go flat as this can damage them. Your statutory rights under the Consumer Rights Act 2015 are unaffected.

Returns should be made in an economical fashion. For change-of-mind returns we do not cover return postage — 1st class signed for is adequate to post most items. Where a fault is confirmed by our engineer's inspection, we will reimburse reasonable standard return postage.

Items returned in a condition that is no longer re-sellable, or that have been used, may receive a reduced refund reflecting their diminished value. Under the extended guarantee (days 15 to 30) we are unable to accept items that have been used or are no longer in a re-sellable condition, although there are some circumstances where we may offer a part-refund at our discretion. Please note that we are unable to refund the postage costs you incur when returning your order to us.

We also reserve the right to charge an administration charge for returns made under the extended guarantee (days 15 to 30), or for items not returned in their original condition, to cover the time taken to pick, pack, dispatch, unpack, restock & inspect any returns, or to charge where boxes have been damaged in transit (up to £5 per item depending on packaging size/quality).

Any warranties are voided if the product has been tampered with in any way, and tampering with or opening the actual product unit will be treated as use of the goods, which may reduce any refund up to the full value of the item under the Consumer Contracts Regulations 2013. Your rights in respect of faulty goods under the Consumer Rights Act 2015 are unaffected.

Change of Mind Returns & Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you have a 14-day right to cancel from the date you receive your goods, without giving any reason. As a goodwill gesture, PowerBee extends this to 30 days from receipt, on the terms set out below.

To exercise your right to cancel, simply email us at support@powerbee.co.uk with a clear statement that you wish to cancel, quoting your Order ID. You may use the model cancellation wording: "I hereby give notice that I cancel my contract of sale of the following goods: [description], ordered on [date] / received on [date]. Name: / Address: / Order ID:" — but you do not have to. To meet the cancellation deadline it is sufficient to send your cancellation before the 14-day period expires. You must then return the goods to us within 14 days of telling us you wish to cancel.

Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy.

How to Return an Item

Please follow the steps below to ensure your return is processed quickly and correctly.

Aquatics Special Case

We cannot accept change-of-mind returns of any of the products covered under Aquatics after use. This covers pumps, fountains, water features, oxygenators, tubing, netting & pond or water feature accessories. Ponds and water features contain bacteria, so once an Aquatic product has been used it is deemed a health hazard and is no longer in a re-sellable condition — any refund on a used Aquatic product may therefore be reduced by up to its full value. If a used Aquatic unit is faulty, we will of course accept it back for repair or replacement in line with your rights under the Consumer Rights Act 2015.

String Lights & Fairy Light Strings Special Case

Strings on all fairy lights need to be supported properly and care needs to be taken in the location and fitting of string lights. Strings can become damaged by storm damage (all string lights are prone to wind damage), animal attack, pulling or moving strings, garden equipment, allowing string to dangle loose, and prolonged flapping in high winds (over 6 months).

Where the string is old or damaged new strings can be purchased individually at: https://www.powerbee.co.uk/additional-strings.html

Fairy lights are covered by our standard warranty, however this does not include damage to strings. Unfortunately we cannot cover any form of physical damage to strings, so please take extra care with them when installing or moving them.

Incomplete or Incorrect Addresses

Please make sure that the address you enter is correct! We charge a minimum £5 for any parcels which are returned to us where the address is either incomplete or incorrect, to cover our costs of processing, packaging, sending and inspecting returned parcels. On larger orders we cover our full costs involved.

The address auto-complete at checkout is an aid only — it is integrated with the Royal Mail address system and is used reliably by millions of customers across the UK, but it remains your responsibility to double-check the address you submit before completing your order. We are unable to change an address once a parcel has been dispatched.

Delivery Times & Estimates

Our standard service is a Free 24-Hour Tracked service with Royal Mail or an approved courier. Orders placed before our 3:00 PM weekday cut-off are dispatched the same working day wherever possible, and we hit our next-working-day target on the vast majority of orders.

All delivery timeframes — including any reference to "24-hour", "next working day", and any date or estimate shown at checkout or in our communications — are estimates and targets only and are not guaranteed. Delivery is free, but a specific delivery date or time cannot be guaranteed. Once an order has been dispatched it is in the hands of the carrier, and occasional delays can occur due to carrier network conditions, weather, peak periods, or other factors outside our control.

Except where required by law, PowerBee Ltd does not accept liability for any loss, inconvenience, or cost arising from a delivery arriving later than an estimated timeframe. If your requirement is time-critical, please contact us before ordering so we can advise, as we are unable to guarantee delivery for a particular date. A delay in delivery does not in itself entitle you to cancel the order; however, your statutory cancellation and refund rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015 remain unaffected.

Order Cancellations Before or After Dispatch

We optimise our processes to dispatch orders as fast as we possibly can, so an order may be processed at any point after it is placed. If your cancellation request reaches us before the order has been dispatched, we will cancel it and issue a full refund. If the order has already been dispatched by the time a cancellation request is received — whenever that request was sent — the cancellation is treated as a standard return under our Returns Policy above: the goods must be returned to us at your cost, and the refund is processed once they arrive back and are inspected.

Refusal of Delivery

If a customer places an order and then refuses the attempted delivery for any reason, the parcel is returned to us through the carrier network. As the customer is responsible for the cost of returning goods, we apply a charge of £4.50 to cover the return carriage of a refused parcel.

Rights

All intellectual property rights in any material (including text, photographs and other images and sound, downloads, software, trade marks and logos) contained in this Site is either owned by Powerbee Ltd or has been licensed to Powerbee Ltd by the rights owner(s) so that Powerbee ltd can use this material as part of the Shop.

These rights are protected by United Kingdom and international copyright and database right laws. You are only allowed to use this Shop and the material they contain as set out in these terms.

Missing or Incorrect Items

Items that are reported as being missed from an order are honoured however our policy is that the following MUST be provided in one very clear picture:

Payments, Returns & Contact

Below are the official addresses and contact details for cheque payments, returns, and enquiries.

Use of Your Information

Your information is held confidentially and processed in accordance with UK data protection law, including the UK GDPR and the Data Protection Act 2018. We may also use and analyze the information we collect so that we can administer, support, improve and develop our business, which may include contacting you to notify you of our current or future services.

Events Beyond Our Control

We shall have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond our reasonable control including, without limitation, strikes, lock-outs and other industrial disputes, breakdown of systems or network access, flood, fire, explosion or accident.

Liability

1.1 If the goods we deliver are not what you ordered or are damaged or defective in any way or the delivery is of an incorrect quantity, please notify us by e-mail (support@powerbee.co.uk) as soon as reasonably possible after delivery, and ideally within 7 working days, so that we can investigate and resolve the problem promptly. Late notification may make it harder for us to verify what happened, but does not affect your statutory rights.

1.2 If you notify us of a problem under condition 1.1 you must return the goods to us or you will remain liable for their cost. You are responsible for the cost of returning the goods in the first instance; where a fault or our error is confirmed on inspection, we will reimburse reasonable standard return postage.

1.3 Save as precluded by law, we will not be liable to you for any indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) howsoever arising out of any problem you notify to us under this condition, and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods in question under clause 1.1 above.

Advisory Services & Product Suitability

PowerBee Ltd provides product recommendations based on information supplied by customers regarding their requirements (including but not limited to water feature dimensions, tubing specifications, and desired performance characteristics).

Batteries

The frequency of replacing rechargeable batteries can vary depending on several factors such as the type of battery, usage patterns, and charging habits. Here are some general guidelines for common types of rechargeable batteries:

Individual battery lifespan can be influenced by temperature, overcharging, deep discharging, and usage patterns. If a battery exhibits reduced capacity, shorter run times, or difficulty holding a charge, it may be time for a replacement.

The Importance of Changing Rechargeable Batteries

It can be potentially dangerous if you do not replace a rechargeable battery when it reaches the end of its useful life. Risks include:

Battery Replacement Guidelines

When replacing batteries in PowerBee products, customers must:

Packaging Policy

At PowerBee Ltd, we prioritize the safe delivery of products to our customers. As an online retailer, we use protective packaging designed to safeguard the product during transit. Please note the following:

Miscellaneous

Legal & General Provisions

Statutory Consumer Rights

Nothing in these Terms & Conditions is intended to affect or limit your statutory rights under applicable UK consumer law, including but not limited to the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Limitation of Liability

Nothing in these Terms & Conditions shall limit or exclude our liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability which cannot be excluded or limited under applicable law.

Subject to the above, PowerBee Ltd shall not be liable for any indirect, incidental, special, or consequential loss or damage, including but not limited to loss of profit, business, goodwill, or data, arising out of or in connection with the use of our website or products.

Our total liability to you in respect of any contract shall not exceed the total price paid for the goods supplied.

Inspection & Use of Goods

Customers are entitled to inspect goods as they would in a retail environment. Any use of goods beyond reasonable inspection, including installation, modification, disassembly, or prolonged use, may affect eligibility for returns, refunds, or warranty claims where permitted by law.

Delivery & Risk

Delivery dates provided are estimates only unless otherwise stated. Risk of loss or damage to goods passes to the customer upon delivery to the address specified in the order. Ownership of goods shall pass to the customer once full payment has been received by PowerBee Ltd.

Pricing & Website Accuracy

Whilst we take reasonable care to ensure that all information, descriptions, prices, and images on our website are accurate, errors may occasionally occur. We reserve the right to correct any errors and to cancel or refuse orders affected by such errors prior to dispatch, in which case a full refund will be issued.

Third-Party Links

Our website may contain links to third-party websites. These links are provided for convenience only and do not signify endorsement. PowerBee Ltd accepts no responsibility for the content, availability, or practices of any third-party websites.

Entire Agreement

These Terms & Conditions constitute the entire agreement between you and PowerBee Ltd in relation to your purchase and supersede any prior communications, representations, or agreements, whether written or oral.

Severability

If any provision of these Terms & Conditions is found to be unlawful, invalid, or unenforceable, that provision shall be deemed severed and shall not affect the validity and enforceability of the remaining provisions.

No Waiver

A failure or delay by PowerBee Ltd to enforce any right or provision of these Terms & Conditions shall not constitute a waiver of such right or provision.

Assignment

PowerBee Ltd may assign or transfer its rights and obligations under these Terms & Conditions without affecting your statutory rights. You may not transfer your rights or obligations under these Terms without our prior written consent.

Governing Law & Jurisdiction

These Terms & Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising out of or in connection with these Terms & Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.