Refund policy

Returns

You can return any unwanted products within 30 days of purchase. Please raise your return request by emailing us at hello@thirdrockenergy.co.uk 

To be eligible for a return and a full refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If the item is returned in this condition, you will receive a full refund within 3 working days of receiving your return.

It is important however that you check your item for any signs of use or damage including scratches and dirt. 

If you item is returned damaged or has clear signs of use, we will need need to assess the condition. After we have assed the condition, we will provide you with 2 options.

  1. If the product (or bag if applicable) is damaged or has clear signs of use (scratches, dirt or broken rubber caps for example) but can still be sold a used but in good condition, we will offer you a partial refund (usually between 80% and 90% of the purchase price). 
  2. If the products is damaged to the point that it cannot be resold as used but in good condition, we will return the item to you.

If your product has any signs of use or damage, we strongly recommend that you share this with us before returning the item. If we know in advance, we can review the condition via photographs and agree on a refund amount in advance.  

We promise to give a fair and honest assessment of the condition and we will document our findings for you to review if required.

To complete your return, we require an order number or proof of purchase. You will receive an email confirming these details directly after your order is placed.
Please do not send your purchase back to the manufacturer.

Unfortunately, returns are not accepted after 30 days from the date of purchase. 


Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, usually within a 3 working days. 

PLEASE NOTE: If you are paying via PayPal, refunds can take up to 7 working days. This is because PayPal can decide to send the refund via eCheque. This is something that is out of our control and is solely driven by PayPals terms and conditions. 

 

Late or missing refunds (if applicable)

When we process your refund, you will receive an automated email from hello@thirdrockenergy.co.uk. This means that we have done our part and the monies are now with the bank or payment provider to pass back to you. 

 
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company or payment provider, it may take some time before your refund is officially posted.

 
Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@thirdrockenergy.co.uk. 

Warranty exchanges (if applicable)

We only replace items if they have a genuine manufacturing defective and the product is still within the warranty period agreed when you purchased the product.

If you suspect that your item has a manufacturing fault, please try some of the following corrective actions before contacting us. 

  • Try using at least one other socket or power source
  • Try the product on a second vehicle if possible
  • Unlock and lock your vehicle again to re-establish the connection
  • Check your vehicle charging settings to make sure that there are no charging schedules set which would only allow charging during certain times 
  • Check the charging gun for pebbles or debris which could be causing connection problems. Please make sure that you disconnect the power source before doing this.
  • If you are using an EV charger mounted on your wall, please force a software update using the charging app
  • Gently clean the charging pins with a dry cotton bud. Please make sure that you disconnect the power source before doing this.

After trying these corrective actions, if you still suspect manufacturing fault, please contact us at hello@thirdrockenergy.co.uk for further investigation. You will be asked to provide pictures and or videos so that we can review the fault remotely. We do this as in most cases, any suspected faults can be corrected easily at home with our guidance.  

If the product cannot be diagnosed via images and videos, you will be asked to send your return to:

Third Rock Energy Limited, Unit 4, Tanshelf Industrial Estate, Pontefract, West Yorkshire, WF8 4PJ, United Kingdom.

When returning your item, please include your order number, name and return address within the package. 

Unfortunately, shipping costs are not covered by warranty so you will be responsible for paying for your return to be shipped back to us.

Once we receive your item, it will be tested by us. These tests will be documented via photographs and or videos and can shared with you if required. 

Once we have tested the product we will contact you via email to confirm our finding.

If the product is found to have a manufacturing fault, we will arrange for a replacement product to be sent to you. Your replacement will either be a brand new product or a product that has had some minimal use by us but will be in full working order. Depending on the age of your product, you may receive an updated version of the item. We generally upgrade our products every 12 to 18 months therefore any exchanges made under warranty may vary to the original item.

If your item is deemed to have developed a fault due to accidental damage, misuse or is found to be in full working order, your exchange request will be denied and the item will be returned to you at your expense. . 

If your original order came with a free carry bag, new bags will not be sent with replacement charger or cable.

Warranties are not transferable and can only be used by the original order owner. Second hand chargers bought elsewhere will not be eligible for any warranty claims 

Shipping

Once your return or exchange has been approved, to return your product, you should mail your product to the following address and include your name, order number and address within the package:

Third Rock Energy, Unit 4, Tanshelf Industrial Estate, Colonels Walk, Pontefract, West Yorkshire, WF8 4PJ

Unfortunately, shipping costs are not covered by warranty so you will be responsible for paying for your return to be shipped back to us. 


Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.