Refund policy

Refund and Returns Policy

We offer a 30-day return policy for standard, unused hardware (such as our DIY Starter Kits). You have 30 days after receiving your item to request a return. Please note: Critical exceptions apply. Custom-provisioned B2B items, including all £949 Industrial Kits, are strictly non-returnable once configured for dispatch. Please read the 'Exceptions / Non-Returnable Items' section below carefully before placing an order.

Eligibility for a Return To be eligible for a return, your hardware must be in the exact same condition that you received it: uninstalled, unmodified, and in its original, sealed packaging. Because these are MID-certified electrical testing instruments, we cannot accept returns on items that have been wired, mounted, or powered on by an electrician. You will also need the receipt or proof of purchase.

How to Start a Return To start a return, contact us at info@complianceflow.uk. If your return is accepted, we will send you the authorised return address alongside instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues Please inspect your order upon reception. Contact us immediately if the item is defective, damaged in transit, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items Due to the nature of our business and strict anti-tamper compliance, certain elements of your purchase are strictly non-returnable:

• Custom-Provisioned Industrial Kits (£949): To guarantee a seamless installation, all heavy-duty kits are bespoke items. Prior to dispatch, the internal SIM card is activated, the meter is paired to our secure cloud servers, and the unit is permanently locked to your requested current ratio (e.g.,24mm, 400A or 2000A) to meet MID anti-tamper standards. Because these units cannot be factory-reset and network costs are initiated on the bench, they are strictly non-returnable for "change of mind" or "incorrect ordering."
• Installed Electrical Goods: Any meter, gateway, or CT clamp that shows signs of having been wired into a mains supply cannot be returned due to health, safety, and certification standards.
• Digital Products: Downloadable assets, such as the Carbon Calculator Excel Tool, are non-refundable once the download link has been accessed.

Suspected Hardware Faults & Diagnostics Every heavy-duty unit undergoes rigorous bench-testing and live cellular verification before leaving our facility. If your electrician suspects a unit is faulty during installation, they must contact our technical support team while still on-site.

• We will not authorise a return based solely on an assertion that the unit "does not work" after the electrician has left the site.
• All fault claims must be accompanied by a completed Electrician's Diagnostic Report to rule out phase miswiring, backward CT orientation, or localised signal blocking.
• Any physical damage, blown internal fuses due to incorrect voltage application, or attempts to bypass the metering seals will instantly void the warranty.

Refunds We will notify you once we’ve received and inspected your returned hardware. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at info@complianceflow.uk.