Returns, Refunds and Cancellation Policy

Last updated: 29 May 2026

This Returns, Refunds and Cancellation Policy explains how order cancellations, consumer returns, refunds, damaged goods, faulty goods, incorrect goods, and restricted returns are handled for purchases made through www.voltmarket.store.

The Website is operated by:

In this Policy, “netim.com”, “we”, “us” or “our” means AVONTRA LTD. “Customer”, “you” or “your” means any person or business placing an order through the Website.

This Policy should be read together with our Terms and Conditions, Shipping Policy, Privacy Policy, Cookie Policy, and any product-specific warranty or additional warranty terms.

Nothing in this Policy limits any mandatory legal rights you may have under applicable consumer protection law.

1. Scope of This Policy

1.1 This Policy applies to physical goods purchased through netim.com.

1.2 netim.com supplies electrical products, electrical materials, wiring accessories, lighting-related products, installation components, distribution and circuit protection products, sockets, switches, cables, mounting accessories, and related goods.

1.3 Because electrical products may be safety-critical, return eligibility depends on the product type, condition, packaging, whether the product has been installed or used, and whether the order was placed by a Consumer or Business Customer.

1.4 This Policy applies to both Consumers and Business Customers, but some rights apply only to Consumers.

2. Consumer and Business Customer Definitions

2.1 A “Consumer” means an individual purchasing goods wholly or mainly for personal use and not for trade, business, craft, or professional purposes.

2.2 A “Business Customer” means any company, sole trader, contractor, electrician, installer, reseller, organisation, public body, or professional buyer purchasing goods for trade, commercial, installation, resale, professional, or business purposes.

2.3 Consumer cancellation rights apply only to Consumers.

2.4 Business Customers do not have a general right to return non-faulty goods because of change of mind, incorrect ordering, surplus stock, project changes, unsuitable specification, or customer-side mistake unless we agree otherwise in writing.

3. Cancelling an Order Before Dispatch

3.1 You may request cancellation of an order before it has been dispatched.

3.2 To request cancellation, contact us as soon as possible at info@voltmarket.store and include your order number.

3.3 We will make reasonable efforts to cancel the order before dispatch. However, cancellation is not guaranteed if the order has already been processed, packed, handed to the carrier, specially ordered, prepared, cut, customised, or dispatched.

3.4 If cancellation is confirmed before dispatch, we will refund the amount paid for the cancelled goods and any applicable delivery charge paid for that cancelled order.

3.5 If the order has already been dispatched, the order can no longer be cancelled before delivery. Consumer returns may still be available in accordance with this Policy.

4. Consumer Right to Cancel After Delivery

4.1 If you are a Consumer, you may have the legal right to cancel an eligible online purchase within 14 days of receiving the goods, without giving a reason.

4.2 The cancellation period expires 14 days after the day on which you, or a person identified by you, receive the goods.

4.3 If your order is delivered in multiple parcels, the cancellation period will usually expire 14 days after the day you receive the final parcel.

4.4 To exercise your cancellation right, you must clearly notify us by email at info@voltmarket.store before the cancellation period expires.

4.5 Your email should include:

• your full name;
• order number;
• delivery address;
• product name or SKU;
• confirmation that you wish to cancel or return the relevant item.

4.6 After you notify us that you wish to cancel, you must return the goods without undue delay and no later than 14 days from the date you notified us.

4.7 You are responsible for the cost of returning goods unless the goods are faulty, damaged, incorrect, or we have agreed otherwise in writing.

5. Condition of Returned Goods

5.1 Returned goods must be handled with reasonable care.

5.2 Unless the goods are faulty, damaged, or incorrect, returned goods must be:

• unused;
• uninstalled;
• unwired and unconnected;
• not tested, commissioned, or integrated into any electrical system;
• complete with all parts, accessories, manuals, labels, seals, and protective materials;
• in original packaging where possible;
• in resaleable condition.

5.3 You may inspect the goods as you would reasonably be allowed to do in a shop, but you must not install, wire, connect, use, modify, damage, or handle the goods beyond what is necessary to inspect their nature, characteristics, and functioning.

5.4 We may reduce your refund to reflect any reduction in value caused by handling beyond what is necessary, including installation, use, missing packaging, missing accessories, damage, contamination, or reduced resale value.

6. Non-Returnable and Restricted Return Items

6.1 Certain goods cannot be returned for change of mind unless they are faulty, damaged, incorrect, or return rights are required by law.

6.2 Non-returnable or restricted return items may include:

• goods made to order;
• goods specially ordered for you;
• goods cut to size, including cables or similar materials;
• customised, modified, assembled, or altered goods;
• installed, wired, connected, tested, commissioned, or used electrical goods;
• goods damaged after delivery;
• goods missing parts, accessories, manuals, packaging, labels, seals, or protective materials;
• goods affected by incorrect storage, moisture, heat, impact, contamination, dust, chemicals, corrosion, misuse, or unauthorised handling;
• goods that are no longer in resaleable condition;
• clearance, final sale, discontinued, or special order items where return restrictions are clearly stated and lawful.

6.3 This section does not limit your legal rights where goods are faulty, not as described, unsafe, or otherwise non-compliant with applicable law.

7. Faulty, Damaged, or Incorrect Goods

7.1 If goods arrive faulty, damaged, incomplete, or incorrect, please contact us as soon as possible at info@voltmarket.store.

7.2 Please include:

• your order number;
• a clear description of the issue;
• photos or videos of the goods;
• photos of the packaging and shipping label;
• any relevant product labels, serial numbers, or manufacturer markings.

7.3 For visible delivery damage, please notify us within 48 hours of delivery where possible. This helps us investigate courier claims quickly, but it does not remove any mandatory legal rights you may have.

7.4 You must keep the product, packaging, labels, manuals, accessories, and delivery materials until we have reviewed the issue.

7.5 We may require the goods to be returned or inspected before approving a refund, replacement, repair, or other remedy.

7.6 If the goods are confirmed to be faulty, damaged before delivery, incorrect, or otherwise not in conformity with the contract, we may provide a repair, replacement, refund, partial refund, or another remedy in accordance with applicable law.

7.7 If the goods are confirmed to be faulty, damaged, or incorrect, we will cover reasonable return shipping costs or provide return instructions.

7.8 We are not responsible for faults or damage caused by incorrect installation, unsuitable product selection, misuse, overloading, unauthorised modification, external damage, incorrect storage, unsuitable environment, third-party work, power surges, wear and tear, failure to follow manufacturer instructions, or use outside the product’s intended purpose.

8. Electrical Goods and Installation Responsibility

8.1 Electrical goods can be unsafe if incorrectly selected, installed, wired, connected, modified, overloaded, or used.

8.2 Before purchasing, you are responsible for checking that the product is suitable for your intended use, including voltage, current, load, wattage, IP rating, dimensions, cable type, compatibility, installation environment, and local regulatory requirements.

8.3 Products requiring electrical installation, wiring, connection, testing, commissioning, or integration into an electrical system should be installed only by a qualified electrician or competent professional where required or appropriate.

8.4 Goods that have been installed, wired, connected, modified, commissioned, or used may not be eligible for return unless they are faulty, incorrect, or otherwise covered by mandatory legal rights.

8.5 We may refuse or reduce a refund where the product has been returned in a condition that prevents safe resale or proper inspection.

9. Return Shipping Costs

9.1 For change-of-mind returns, the customer is responsible for return shipping costs unless we agree otherwise in writing.

9.2 For faulty, damaged, or incorrect goods, netim.com will cover reasonable return shipping costs where the issue is confirmed or where we provide return instructions.

9.3 You should not return goods without contacting us first.

9.4 We may be unable to refund return shipping costs if you use a premium, express, oversized, international, or non-approved return method without our prior agreement.

9.5 We recommend using a tracked and insured return service. You are responsible for the returned goods until they are received by us or our nominated return location.

10. Return Procedure

10.1 To start a return, contact us at info@voltmarket.store.

10.2 Please include:

• order number;
• product name or SKU;
• reason for return;
• photos or videos where the item is damaged, faulty, incorrect, or incomplete;
• confirmation of whether the product has been opened, installed, connected, tested, or used.

10.3 If the return is accepted or requires inspection, we will provide return instructions.

10.4 The return address or return method may vary depending on the product, supplier, courier, destination, or nature of the issue.

10.5 Goods returned without prior contact, without required information, or to an incorrect address may be delayed, rejected, or returned to you.

10.6 You must package returned goods securely to prevent damage during transit.

10.7 If returned goods are damaged in transit because of poor packaging, we may reduce or refuse the refund where permitted by law.

11. Refund Timing

11.1 Once we receive and inspect the returned goods, we will notify you whether the refund has been approved.

11.2 Where a refund is approved, it will be processed to the original payment method where possible.

11.3 For Consumer cancellation returns, we will issue any refund due within the timeframe required by applicable law.

11.4 We may withhold the refund until we have received the goods back or until you provide evidence that you have returned the goods, whichever occurs first, where permitted by law.

11.5 After we process a refund, your bank, card issuer, or payment provider may take additional time to make the funds available to you.

11.6 Refunds cannot normally be issued to a different card, account, person, or payment method.

12. Delivery Charges and Refunds

12.1 Where a Consumer validly cancels an eligible order under statutory cancellation rights, we will refund the product price and the standard basic delivery charge paid for the original delivery where required by law.

12.2 We are not required to refund additional delivery costs if you selected a more expensive delivery method than the least expensive standard delivery option offered.

12.3 Delivery charges may not be refunded for Business Customer returns, discretionary returns, failed delivery, refused delivery, incorrect address, uncollected parcels, or non-faulty returns unless we agree otherwise or applicable law requires it.

12.4 Customs duties, import VAT, brokerage fees, courier handling fees, local taxes, customs clearance fees, and other local charges are not charged by netim.com and are not refundable by netim.com.

13. International Returns

13.1 International customers are responsible for ensuring that returned goods are properly packaged, labelled, declared, and shipped in accordance with applicable courier and customs requirements.

13.2 You are responsible for any customs declarations required for returning goods.

13.3 If a return is delayed, rejected, seized, abandoned, or returned because of incorrect customs documents, unpaid charges, prohibited goods, or failure to follow return instructions, we may be unable to process a refund.

13.4 For international change-of-mind returns, you are responsible for return shipping costs, customs charges, taxes, brokerage fees, and related costs unless the goods are faulty, damaged, incorrect, or we agree otherwise in writing.

13.5 If customs or courier charges are incurred by netim.com because of an international return, these may be deducted from any refund where permitted by law.

14. Incomplete or Incorrect Address

14.1 You are responsible for providing complete and accurate billing and delivery information at checkout.

14.2 netim.com is not responsible for delays, failed deliveries, lost parcels, return charges, or additional costs caused by incorrect, incomplete, outdated, or improperly formatted address information provided by you.

14.3 If an order is returned to us because the address was incorrect, incomplete, inaccessible, refused, or not collected, we may deduct original shipping costs, return shipping costs, courier charges, customs charges, storage fees, and other reasonable costs from any refund, unless prohibited by law.

14.4 If you request reshipment after a failed delivery caused by customer error, additional shipping charges may apply.

15. Refused or Uncollected Parcels

15.1 If you refuse delivery, fail to accept delivery, fail to pay customs or import charges, or fail to collect the parcel from the courier within the required timeframe, the parcel may be returned to us, delayed, abandoned, or disposed of by the courier.

15.2 If the parcel is returned to us, we may deduct the original shipping cost, return shipping cost, courier charges, customs charges, storage fees, handling charges, and any other reasonable costs from your refund, unless prohibited by law.

15.3 Refusing delivery does not automatically cancel customs charges, courier fees, or local charges that may have already been assessed.

15.4 If you are a Consumer and refuse delivery as part of exercising your legal cancellation rights, your refund will be handled in accordance with this Policy and applicable law.

16. Business Customer Returns

16.1 Business Customers do not have a general right to cancel or return non-faulty goods because of change of mind, customer project changes, incorrect ordering, surplus stock, unsuitable specification, or no longer needing the goods.

16.2 Any non-faulty return accepted from a Business Customer is at netim.com’s discretion.

16.3 If we agree to a Business Customer return, we may apply conditions, including:

• prior written approval;
• return within a specified period;
• goods unused, uninstalled, complete, and resaleable;
• original packaging and accessories included;
• customer payment of return shipping;
• deduction for reduced value;
• restocking or handling fee where reasonable and agreed or permitted.

16.4 Business Customers must inspect goods promptly upon delivery and notify us of visible damage, shortages, incorrect goods, or delivery issues as soon as reasonably possible.

16.5 Business Customer refunds, where approved, may be issued as a refund, replacement, account credit, or other remedy agreed by netim.com.

17. Exchanges and Replacements

17.1 We may offer replacements or exchanges where goods are faulty, damaged, incorrect, or where we agree to an exchange at our discretion.

17.2 Exchanges are subject to stock availability.

17.3 If a replacement product is unavailable, we may offer a refund, partial refund, equivalent alternative, or another appropriate remedy.

17.4 For change-of-mind exchanges, you may be responsible for return shipping and any additional delivery costs.

18. Additional Warranty and Warranty Claims

18.1 This Policy applies to returns, refunds, and cancellations. Warranty claims may also be subject to our warranty terms, product-specific terms, manufacturer warranty conditions, and any paid Additional Warranty purchased at checkout.

18.2 Additional Warranty does not replace or reduce your statutory rights.

18.3 Warranty claims may require proof of purchase, photos, videos, diagnostic information, inspection, or return of the product.

18.4 Warranty coverage does not normally include incorrect installation, misuse, overloading, unauthorised modification, power surges, external damage, unsuitable environment, wear and tear, consumable parts, labour costs, electrician costs, removal costs, reinstallation costs, or project delays unless expressly stated otherwise.

18.5 Where a warranty claim is approved, the remedy may include repair, replacement, equivalent replacement, partial refund, refund, or another reasonable remedy depending on the circumstances and applicable law.

19. Items Returned Without Authorisation

19.1 You should contact us before returning any goods.

19.2 Goods returned without prior contact or without following our return instructions may be delayed, rejected, or returned to you.

19.3 We are not responsible for goods sent to the wrong address or returned without sufficient tracking, identification, or order information.

19.4 If we cannot identify the order or customer connected to a returned item, we may be unable to process the return.

20. Chargebacks and Payment Disputes

20.1 If you have a problem with an order, delivery, return, refund, or warranty claim, please contact us first so we can investigate and try to resolve the matter.

20.2 If you open a chargeback or payment dispute, we may be required to share order, delivery, communication, return, tracking, refund, and fraud-prevention information with our payment provider, bank, card network, or dispute resolution provider.

20.3 We reserve the right to contest chargebacks or payment disputes where we believe an order was fulfilled correctly or a claim is inaccurate, fraudulent, abusive, or unsupported.

21. Your Legal Rights

21.1 Nothing in this Policy limits your mandatory legal rights.

21.2 Consumers may have statutory rights where goods are faulty, not as described, not fit for purpose, unsafe, or not in conformity with the contract.

21.3 EU Consumers may have legal guarantee rights under applicable consumer law.

21.4 UK Consumers may have rights under applicable UK consumer law.

21.5 These rights are separate from any manufacturer warranty, commercial warranty, additional warranty, or voluntary return policy.

22. Changes to This Policy

22.1 We may update this Returns, Refunds and Cancellation Policy from time to time to reflect changes in our products, operations, courier processes, legal requirements, payment provider requirements, warranty processes, or customer support procedures.

22.2 The version of this Policy in force at the time you place your order will apply to that order, unless a change is required by law or relates to a correction that must be applied.

22.3 When we update this Policy, we will revise the “Last updated” date at the top of the page.

23. Contact Information

If you have any questions about cancellations, returns, refunds, damaged goods, faulty goods, incorrect items, or warranty claims, please contact us: