Return & Refund Policy

Customer Protection · Momentary

Last updated: 1 September 2026

1. Your Statutory Rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015, you have comprehensive rights when purchasing power generators and solar panels from Momentary.

2. 14-Day Cooling-Off Period (Change of Mind)

You have the right to cancel your order within 14 days from the day after you receive the goods, without giving any reason.

To exercise your right of cancellation, you must inform us of your decision by a clear statement sent to info@momentarywatches.com or by telephoning +447506110218.

You may use the model cancellation form provided in section 14 below, but this is not obligatory.

If you cancel within the 14-day period, you must return the goods within 14 days of notifying us. You will be responsible for the direct cost of returning the items under Regulation 35(5) of the Consumer Contracts Regulations 2013.

Products must be returned in their original condition. We may make a deduction for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

3. 30-Day Right to Reject Faulty Goods

Under sections 20–22 of the Consumer Rights Act 2015, if your power generator or solar panel is faulty, not as described, or not fit for purpose, you have a short-term right to reject it within 30 days of delivery and claim a full refund.

After 30 days, you remain entitled to a repair or replacement (sections 23–24). If repair or replacement is not possible or fails, you have the right to a price reduction or final right to reject.

4. Return Authorisation Process

To ensure efficient processing, please contact us before returning any item. Provide your order number and details of the issue. We will issue return instructions and, where applicable, a returns authorisation reference.

5. Acceptable Reasons for Returns

• Change of mind within 14 days (cooling-off period)
• Faulty or defective products
• Goods not as described
• Items damaged in transit (must be reported within 48 hours of delivery)
• Incorrect items supplied

6. Exceptions to the Right of Cancellation

The 14-day cooling-off period does not apply to:

• Goods that have been customised or personalised to your specifications
• Sealed products that have been unsealed and are unsuitable for return due to health or hygiene reasons
• Goods that are, by their nature, inseparably mixed with other items after delivery

These exceptions do not affect your rights under the Consumer Rights Act 2015 if the goods are faulty or not as described.

7. Return Shipping Costs

For returns under the 14-day cooling-off period (change of mind), you are responsible for the cost of returning the goods.

For faulty, defective, damaged, or incorrectly supplied items, Momentary will cover the cost of return shipping. We will provide a prepaid return label or reimburse reasonable return costs upon receipt of proof of postage.

8. Packaging and Condition

Please return products securely packaged in their original packaging where possible. Power generators and solar panels should be protected against transit damage. We recommend using tracked and insured shipping services such as Royal Mail, DPD, or Parcelforce.

9. Inspection and Processing

Returned items are inspected within 3–5 working days of receipt to verify their condition and the reason for return.

10. Refund Timeframe and Method

Under Regulation 34(5) of the Consumer Contracts Regulations 2013, we will refund you within 14 days of:

• the day we receive the returned goods back, or
• the day you provide evidence that you have sent the goods back, whichever is earliest.

Refunds will be issued to the same payment method you used for the original transaction. We do not charge any fees for processing refunds.

11. No Restocking Fees

Momentary does not apply restocking fees to consumer returns. You will receive a full refund for faulty, incorrect, or cancelled orders, subject only to any deduction for diminished value where goods have been handled excessively under a cooling-off period return.

12. Exchanges and Replacements

If you receive a faulty or defective product, we will arrange a free replacement at no additional cost, including return and redelivery. Alternatively, you may choose a full refund.

13. Manufacturer Warranties

Many power generators and solar panels come with separate manufacturer warranties. Where applicable, we will assist you in coordinating warranty claims directly with the manufacturer to ensure the best resolution.

14. Model Cancellation Form

To exercise your right of cancellation under the Consumer Contracts Regulations 2013, you may use this form:

To: Momentary, 29 Park Lane, Henlow, Bedfordshire, SG16 6AT, United Kingdom
Email: info@momentarywatches.com
Telephone: +447506110218

I hereby give notice that I cancel my contract for the supply of the following goods:
[insert description of goods]

Ordered on: [insert date]
Received on: [insert date]
Name: [insert your name]
Address: [insert your address]
Signature: [signature if sending by post]
Date: [insert date]

15. Customer Responsibilities

Please inspect your delivery promptly upon receipt. Report any visible damage or discrepancies within 48 hours. Retain all packaging and documentation until you are satisfied with your purchase.

16. Dispute Resolution

If you are not satisfied with how we handle a return or refund, you may contact Citizens Advice (citizensadvice.org.uk / 0808 223 1133) or your local Trading Standards office for guidance. You may also refer your complaint to an alternative dispute resolution provider or bring a claim in the courts of England and Wales within six years of the issue arising under the Limitation Act 1980.

17. Contact Information