Refund & Returns Policy, Terms & Conditions, WEEE Policy

New Energy Co-operative Return Policy

Thank you for purchasing a New Energy Co-operative Product. and are trading names of New Energy Co-operative Ltd.

We want you to be completely satisfied with your purchase and take great pride in the quality of the products we sell. Supporting this with great customer service is our top priority.

If you are not completely satisfied with your purchase, please follow the guidelines below and we will do all we can to help you return your purchase to us.

We're sorry that in some circumstances it is not possible to make changes to your order once you've placed it.

Please note that we will only despatch goods to the card holders registered address.


What to do if your product is damaged

  1. If you believe your product has been damaged in transit please notify the New Energy Co-op of any discrepancies within 10 working days of delivery. All goods ordered as stated on the delivery note will be deemed to have been delivered and accepted if we are  not contacted within 10 working days. Risk of damage to or loss of the goods passes to the Buyer at time of delivery.
  2. If item(s) are found to be damaged upon arrival the delivery note must be signed for as 'Damaged on Arrival' in the remarks or signature line. This will be the primary documentation used to make a claim.
  3. If item(s) are found to be damaged after the delivery note is signed then no claim can be made against the Carriage Company of New Energy Co-op. Please make sure goods are checked thoroughly upon arrival and signed to confirm this.
  4. In the unlikely event that the products are found to be damaged inside the packaging then please contact us immediately. All claims are fully investigated by our returns department. New Energy Co-operative hold no guarantee of refund or replacements if it cannot be proved that the product was damaged in transit.
  5. Claims must be submitted to New Energy Co-op. They must be made within 10 working days of delivery if a product is deemed to be damaged on arrival (DOA) providing the following information :- order number, signed delivery note, photographic evidence of the item(s), packaging and pallet. *Please note that packaging is not under the warranty.


What to do if your product us faulty

  1. If you believe your product to be faulty, please notify New Energy Co-op within 10 working days of delivery, otherwise all goods ordered as stated on the delivery note will be deemed to have been delivered and accepted. Risk of damage to or loss of the goods passes to the Buyer at time of delivery.
  2. All items believed to be faulty are referred to our Technical Support Team. The Technical Support Team will contact you and may ask you to perform tests to establish the cause of the problem and where possible rectify this.
  3. If phase one of the testing is unsuccessful New Energy Co-op will generate a returns order and then arrange for collection (or for you to ship the item back to us) of the product for further testing.
  4. If a product is deemed to have been faulty at the time of manufacture, New Energy Co-operative with either arrange for a replacement from the manufacturer to be delivered to you.
  5. If no fault is found with the product you will need to arrange collection from New Energy Co-operative within 1 calendar month from notification, if no collection takes place within the time period the goods may be recycled. The return order will then be deleted and no credit issued. If you have already purchased a replacement product in the interim both charges will apply.


What to do if your product is unwanted

  1. All customers have a 'Right of Retraction' 14-day returns guarantee. Customers can return any unopened, functioning (as new) product to New Energy Co-operative Warehouse and obtain a credit note/refund provided you have contacted New Energy Co-operative 14 working days of receipt of the product/s.
  2. Customer are eligible for a full refund on all new unopened items including VAT, within the above timescale. Unfortunately we cannot refund any delivery charges or priority, express or courier components of the postage.
  3. You will need to contact us to raise a returns order number and returns order form. 
  4. The returns order form with order number will need to be printed out and attached to each parcel. Failure to attach the returns order form will result in goods being sent back to you and may incur additional costs. You must also obtain a tracking number or proof of return delivery from the carrier to track your item and ensure its safe return to our warehouse and provide this in all correspondence with New Energy Co-operative.
  5. It is the customer's responsibility to ensure that all the packaging is intact, all items of the box are properly included, items are packaged correctly and returned unused. Failure to do so may incur additional costs or goods being sent back to you. Please ensure you send all original parts. We reserve the right to charge for any accessories or parts damaged or missing from the products original shipment.
  6. The return will be checked by one of our returns team upon receipt and once verified the item/s are re-saleable a credit note or refund will be issued within 28 days of receipt of the return. Non re-saleable items will not receive a credit note or refund and goods will need to be collected from the New Energy Co-operative warehouse within 1 calendar month of notification, if no collection takes place within the stated time period, the goods may be recycled or a reduced valuation offered.


What shall I do if I have received a product I did not order (an 'incorrect' product)?

  1. If we have sent you an incorrect product, please contact New Energy Co-operative Team within 10 days of receipt so we can investigate and arrange to collect the item(s) and replace any items you require.


Other information

When will I receive a credit or refund?

We aim to process your claim and credit or refund you within 28 working days of receipt of your claim being submitted.


Can I change my mind and keep my return?

Yes, if you change your mind and decide to keep your purchase within the 14 days right of retraction period and do not want to return your items, please ensure you contact us immediately and keep your items.


What is the returns address?

Returns Department, New Energy Co-operative, Unit 19N Flightways Business Park, Dunkeswell, Honiton, EX14 4RD


Free Delivery for orders over £40

Free Delivery on all orders over £40 is only available to UK Mainland addresses only; all orders under £40 will be charged at a flat rate of £2.95. Items purchased are shipped using Royal Mail, ParcelForce & the Pallet network. Once the item has been shipped, we cannot be held responsible for late and interrupted delivery's. We reserve the right to withdraw this offer at any time and without notice.

Please note that all single pallets purchased should be checked on delivery and all damages should be signed damaged on receipt. Greengoods4u cannot be held responsible for any damaged goods that were not signed 'as damaged' on receipt.

We use a variety of national couriers who deliver for us around the UK, however we cannot guarantee delivery times and days.

We are not able to offer weekend deliveries, other than standard Royal Mail post.

We are only able to ship our products within Mainland UK including, Northern Ireland. Unfortunately we are unable to ship to channel islands or the Isle of Man.

Out of Stock

Unfortunately from time to time we may not have an item in stock. If you have purchased an item which is out of stock, we will contact you immediately to inform you of this. We will either be able to provide a delivery date or you can opt for a refund.



What to do when electrical products purchased from us reach the end of their life.

The EU has regulations that make sure retailers of electrical goods take some responsibility for the disposal of electrical products when they reach the end of their life. Below is an explanation of the WEEE Directive - basically it means that we will take back any products we have sold you and dispose of them for you. We urge you to either return WEEE waste to us or make sure you take it to your local refuse/recycling centre where they will know what to do with it.

Used Batteries

We are happy to dispose of battery powered products purchased from us for you (please note that you will have to pay for any postage/delivery costs to us) - but would recommend that you take them to your local recycling centre. A lot of supermarkets have battery collection bins where you can dispose of them. Batteries contain materials which are very polluting - including lead which if you do not dispose of properly, ends up in the soil & water and then in the food you eat! So please take responsibility for your polluting waste!

WEEE Regulations

The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collections and environmentally friendly processing of these products. In the UK, distributors (including retailers) must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. Those establishing their own take-back scheme must as a  minimum, offer all customers buying new electrical equipment free take back of their old electricals on a like for like basis. Unwanted electrical equipment in the UK's fastest growing type of waste. Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle, electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination; harming wildlife and also human health. To remind you that old electrical equipment can be recycled, it is now marked with a crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with a crossed-out wheeled bin symbol) in your bin. We are pleased to offer customers the chance to recycle their old electrical items when purchasing a new item from us.




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