Our Policies

EV charging equipment is specialist electrical hardware, each unit is sourced and, in many cases, installed specifically for your property and vehicle. For this reason, we are unable to accept returns simply on the basis of a change of mind once an order has been confirmed or installation has been carried out.

That said, we fully stand behind every product we sell and every installation we complete. Returns, replacements, or full refunds will be provided without question in any of the following circumstances:

• The product arrives faulty, defective, or visibly damaged in transit
• The incorrect product was supplied against your order
• The product develops a fault within the manufacturer's warranty period
• The installation is found to be non-compliant with BS 7671 wiring regulations

To raise a return or warranty claim, please contact us at info@on-ev.com within 30 days of receiving your order. Include your order number and a brief description of the issue - we'll respond within one business day. Where a return is accepted, we will arrange collection at no cost to you and issue either a like-for-like replacement or a full refund, including reasonable installation costs where the fault rendered the original installation unusable.

For faults reported after 30 days but within the manufacturer's warranty period, we'll act as your dedicated point of contact with the brand and actively support the claim on your behalf throughout.

Products ordered through our store are despatched via tracked courier, typically within 2–5 working days of your order being confirmed. You will receive a tracking number by email once your order has been dispatched.

For orders that include professional installation, our team will contact you within one business day to schedule a suitable installation date. Installation slots are available Monday to Friday, with Saturday appointments available on request.

Installation Eligibility

Before booking, we carry out a brief pre-installation assessment to confirm your property and electrical supply are suitable. Most standard UK homes on a single-phase supply are compatible with a 7.4kW home charger. If your property requires additional work (such as a consumer unit upgrade), we will advise you of any additional costs before proceeding.

OZEV Grant Applications

Where you are eligible for the OZEV EV Chargepoint Grant (up to £350 off the cost of supply and installation), we handle the application on your behalf as part of every qualifying installation. Eligibility is confirmed during the pre-installation assessment.

All products sold by ON-EV carry the manufacturer's standard warranty, which typically covers defects in materials and workmanship for a period of two to three years from the date of purchase. Specific warranty terms vary by brand and model - full details are provided in the product documentation.

In addition to the manufacturer's warranty, every installation carried out by our OZEV-approved engineers is covered by our own 2-year workmanship warranty. This covers the quality and compliance of the installation work itself, including cable routing, fixings, and electrical connections.

What is covered

• Product defects covered under the manufacturer's warranty
• Faults directly attributable to our installation work
• Any non-compliance with BS 7671 identified after installation

What is not covered

• Damage caused by misuse, third-party modification, or accidental damage
• Normal wear and tear
• Faults resulting from work carried out by any other party after our installation

To raise a warranty claim, contact us at info@on-ev.com with your order number and a description of the issue. We aim to respond within one business day.

ON-EV is committed to protecting your personal data and handling it responsibly. This policy explains what information we collect, why we collect it, and how it is used.

What we collect

• Name, email address, and contact details provided at checkout or via our contact form
• Delivery and installation address
• Order and payment information (payment card details are processed securely and never stored by us)
• General browsing data via cookies to help us understand how our site is used

How we use it

• To process and fulfil your order
• To contact you regarding your installation booking and any follow-up support
• To apply for OZEV grants on your behalf where applicable
• To send order and delivery updates
• With your consent, to send occasional marketing emails (you can unsubscribe at any time)

Your rights

You have the right to access, correct, or request deletion of any personal data we hold about you. To exercise these rights, email us at info@on-ev.com. We will respond within 30 days.

We do not sell your data to third parties. Data is only shared with trusted service providers (such as our courier and payment processor) where necessary to fulfil your order.

By placing an order with ON-EV, you agree to the following terms. Please read them before purchasing.

Orders & Payment

All orders are subject to availability and acceptance. We reserve the right to cancel any order and issue a full refund if we are unable to fulfil it. Prices shown on the website are inclusive of VAT where applicable. Payment is taken in full at the time of order.

Installation

Installation services are carried out by our OZEV-approved engineers in accordance with BS 7671 18th Edition wiring regulations. A pre-installation survey will be conducted to confirm suitability. We reserve the right to decline or postpone an installation where conditions are found to be unsafe or unsuitable, in which case we will discuss available options with you before any charges are applied.

Cancellations

Orders may be cancelled for a full refund before despatch. Once an item has been despatched, the returns policy above applies. Installation bookings may be rescheduled with at least 48 hours' notice. Cancellations with less than 48 hours' notice may be subject to a call-out fee to cover engineer time.

Liability

Our liability in connection with any product or service is limited to the purchase price paid. We are not liable for any indirect or consequential losses. Nothing in these terms affects your statutory rights as a consumer under UK law.

Governing Law

These terms are governed by the laws of England and Wales.