Refund policy

Last updated: 26 October 2026

At Netrimo, we want you to shop with confidence. We are committed to providing quality products and a straightforward shopping experience. If you are not completely satisfied with your purchase, our return and refund policy explains how to return an item and request a refund.

This policy applies to purchases made through our online store, netrimostore.myshopify.com, for delivery within the United Kingdom.

1. Return Period

You may request a return within 30 days of receiving your order.

To qualify for a return, your item should be in its original condition, unused where appropriate, and returned with its original packaging, accessories, manuals, and any included components.

Please ensure that all parts supplied with the product are included in your return.

If your item is faulty, damaged, defective, or not as described, please contact us. Your statutory consumer rights may entitle you to a remedy regardless of whether the item meets our standard return conditions.

2. How to Request a Return

To start a return, please contact our customer service team using the details below:

Business name: Netrimo
Email: info@netrimo.co.uk
Phone: +44 (789) 554 29 27
Address: 6 Stanier St, Swindon, SN1 5QU, United Kingdom

Please include the following information in your return request:

  • Your full name.

  • Your order number.

  • The name of the product you wish to return.

  • The reason for your return.

  • Photographs of the product, packaging, or damage, if relevant.

Our customer service team will explain the return procedure and provide instructions for returning your item.

Please contact us before sending an item back so that we can help ensure your return is processed correctly.

3. Return Shipping Is Always Free

Netrimo provides free return shipping for eligible returns.

You will not be charged a return shipping fee when returning an eligible product under this policy. We will provide instructions for arranging your return.

Please follow the return instructions provided by our customer service team to avoid unnecessary delays.

If you receive an incorrect, faulty, damaged, or defective item, contact us before arranging any return shipment so we can help resolve the issue.

4. Product Condition and Packaging

For a standard change-of-mind return, we ask that products be returned in good condition, with their original packaging and included components wherever possible.

For products such as power tools, garden equipment, pressure washers, and lighting products, please take care to include all relevant accessories and supplied parts.

Where appropriate, returned products should include:

  • Original packaging.

  • Manuals and instructions.

  • Supplied accessories and attachments.

  • Batteries, chargers, and other components originally included with the product.

  • Any other items supplied as part of the original purchase.

You may inspect a product as you reasonably would in a shop to establish its nature, characteristics, and functioning. However, where an item has been handled beyond what is necessary for that purpose, we may be entitled to make a lawful deduction for any resulting diminished value.

We will not automatically reject a return solely because the original packaging is missing or opened. Any assessment will take account of applicable consumer law and the circumstances of the return.

5. Faulty, Damaged, or Incorrect Items

We want every order to arrive in the condition you expect.

If your product arrives damaged, develops a fault, is defective, or differs materially from the product you ordered, please contact us as soon as reasonably possible at info@netrimo.co.uk.

Please provide:

  • Your order number.

  • A description of the problem.

  • Photographs or videos showing the issue, where practical.

We will review the information and explain the next steps.

Depending on the circumstances and your statutory rights, you may be entitled to a repair, replacement, refund, or another appropriate remedy.

Under UK consumer law, qualifying goods that are faulty or not as described may be subject to a 30-day short-term right to reject. Other statutory remedies may apply after that period.

Nothing in this policy limits or excludes your statutory rights.

6. Refund Policy

Once your returned item has been received and assessed, we will notify you of the outcome of your refund request.

If your refund is approved, it will be processed to your original payment method unless another arrangement is agreed where legally permitted.

We aim to process approved refunds promptly. The time it takes for the funds to appear in your account may depend on your payment provider or bank.

Where a refund is legally due, we will issue it within the applicable legal timeframe.

Refunds may be available for:

  • Eligible change-of-mind returns.

  • Faulty or defective products.

  • Products damaged in transit.

  • Incorrect items supplied.

  • Orders cancelled where a refund is due.

  • Other circumstances in which a refund is required by law.

We do not charge a restocking fee for returns.

7. No Restocking Fees

Netrimo does not charge restocking fees.

You will not be charged a restocking fee when returning an eligible item under this policy.

This does not remove any rights or obligations that apply under UK consumer law, including the possibility of a lawful deduction for diminished value where applicable.

8. No Final Sale Exceptions

Netrimo does not designate products as final sale items that are automatically excluded from returns.

Our standard 30-day return policy applies to eligible purchases, subject to the conditions described in this policy and applicable law.

Discounted products and promotional purchases are not automatically excluded from returns.

Faulty, damaged, defective, or incorrectly supplied products remain subject to your statutory rights, regardless of whether they were purchased at a discounted price.

9. Order Cancellations

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at info@netrimo.co.uk.

We will do our best to stop the order before dispatch, although cancellation may not always be possible once processing or shipment has begun.

If the order has already been dispatched, you may still be able to exercise your cancellation rights under applicable UK consumer law.

For most online purchases, UK consumers have a statutory right to cancel within 14 days of receiving the goods, subject to certain legal exceptions. After notifying the retailer of cancellation, consumers generally have a further 14 days to return the goods.

Our 30-day return policy provides an additional return opportunity for eligible purchases, but it does not replace or restrict any statutory cancellation rights.

If your order is cancelled and a refund is due, we will process it in accordance with applicable law.

10. Exchanges and Replacements

If you would like a different product or need a replacement, please contact our customer service team.

We will advise you on the available options.

Where a product is faulty, damaged, defective, or incorrectly supplied, we will address the matter in accordance with your statutory rights.

For a change-of-mind exchange, the availability of the requested replacement product may depend on current stock.

Any eligible return shipping arranged under this policy will be free.

11. Products Containing Batteries, Fuel, or Other Special Components

Some products sold by Netrimo, including cordless power tools and outdoor equipment, may contain lithium-ion batteries, electrical components, or accessories that require special handling during transport.

Other products may be supplied with fuel-related components or instructions concerning safe handling.

If you need to return such a product, please contact us before shipping it.

Do not send leaking, damaged, swollen, or otherwise unsafe batteries or equipment through an ordinary postal service. Contact us for appropriate instructions.

Please follow all applicable transport safety requirements and any instructions provided by the carrier.

These precautions are intended to protect customers, carriers, and anyone handling the returned goods. They do not remove your statutory rights concerning faulty or defective products.

12. Items Damaged During Return Shipping

Please package your return securely and follow the return instructions provided by our customer service team.

If you notice damage before returning an item, please let us know and provide photographs where possible.

As Netrimo provides free return shipping for eligible returns, please use the return arrangements we provide or approve.

We will consider any reported shipping damage fairly and in accordance with applicable law.

13. Refund Delays

If you have received confirmation that your refund has been approved but the money has not appeared in your account, please allow time for your payment provider or bank to process the transaction.

If the refund has not appeared within the expected timeframe, contact us at info@netrimo.co.uk and include your order number.

We will review the status of your refund and help you determine the next steps.

14. UK Consumer Rights

This policy is intended to operate alongside the consumer protection laws applicable in the United Kingdom.

Depending on the circumstances, your statutory rights may include:

  • The right to cancel qualifying online purchases within the statutory cancellation period.

  • The right to reject qualifying faulty goods within the applicable short-term period.

  • The right to a repair or replacement in qualifying circumstances.

  • The right to a price reduction or final right to reject in qualifying circumstances.

  • Protection against goods that are not of satisfactory quality, fit for purpose, or as described.

Certain products and circumstances may be subject to specific legal exceptions.

Nothing in this policy is intended to exclude, restrict, or replace any consumer rights that cannot lawfully be excluded or restricted.

15. Contact Us

If you have any questions about returns, refunds, cancellations, or replacements, please contact us.

Netrimo Customer Service

Email: info@netrimo.co.uk
Phone: +44 (789) 554 29 27
Business address: 6 Stanier St, Swindon, SN1 5QU, United Kingdom
Online store: netrimostore.myshopify.com

We aim to respond to customer enquiries as promptly as possible and help you find a fair resolution.

Thank you for shopping with Netrimo. We appreciate your trust in our store and are committed to making your shopping experience straightforward and reliable.