Shipping policy

This policy explains where and how we deliver. It forms part of our Terms and Conditions of Sale and does not affect your legal rights.

1. Where we deliver

1.1  We deliver to addresses in Great Britain, the Isle of Man and the Channel Islands. We do not deliver to Northern Ireland, to P.O. Boxes or to BFPO addresses.

1.2  Free delivery. Standard delivery is free to addresses in mainland Great Britain, other than those in an Extended Delivery Area.

1.3  Extended Delivery Areas. We can deliver to the areas below, but an additional delivery charge applies, which depends on the products ordered and the delivery address:

(a)     Scottish Highlands and Islands: postcodes beginning HS, IV, KW and ZE, and postcode districts AB31 to AB38, AB44 to AB56, FK17 to FK21, G83, KA27 to KA28, PA20 to PA49, PA60 to PA78, PH17 to PH26, PH30 to PH44, PH49 and PH50;

(b)     Isles of Scilly: TR21 to TR25;

(c)     Isle of Man: postcodes beginning IM; and

(d)     Channel Islands: postcodes beginning GY and JE.

If you are not sure whether your address is in an Extended Delivery Area, please contact us before ordering.

1.4  Ordering for an Extended Delivery Area. If your address is in an Extended Delivery Area, please email support@thunderenergy.co.uk before placing your order and we will give you a delivery quote. If you place an order without first agreeing the delivery charge with us, we will contact you with a quote before accepting your order. You may then either accept the quote and pay the additional charge, or cancel your order and receive a full refund. We will not take any additional delivery charge without your express agreement.

1.5  Isle of Man and Channel Islands. Deliveries to the Isle of Man and the Channel Islands may be subject to local import duties, taxes or charges, which are your responsibility. The plug-in solar regulations in Great Britain may not apply in the Isle of Man or the Channel Islands. Please read clause 8.2(g) of our Terms and Conditions of Sale and check local requirements before you order.

2. Processing and dispatch

2.1  We process orders Monday to Friday, excluding UK bank holidays. We aim to dispatch parcel deliveries within 1 to 3 business days after we accept your order.

2.2  For pallet deliveries, we will usually contact you to agree a delivery day and dispatch your order in time for that day.

2.3  At busy times, dispatch may take longer. If there is a significant delay, we will tell you by email.

2.4  Unless we agree otherwise, we will deliver your order within 30 days after we accept it. If we do not, you may cancel your order and receive a full refund for any products not delivered.

3. How your order is delivered

3.1  Multiple deliveries. Your order may arrive in more than one delivery, from different locations and on different days. For example, solar panels and kit accessories may be delivered separately, and some products may be sent directly from our suppliers. We will give you tracking information for each delivery where available.

3.2  Parcels. Kits, accessories and other parcels are delivered by a tracked courier service. You will receive a tracking link by email when your parcel is dispatched. Tracking information is usually available within 48 hours.

3.3  Bolt solar panels. Solar panels for our Bolt kits are delivered on a pallet by a specialist pallet carrier:

(a)     we will contact you to agree a delivery day. In some rural or remote areas we may not be able to guarantee a specific day;

(b)     the pallet is delivered kerbside, at ground level outside your property. The driver will not carry the panels into your property or garden;

(c)     a person aged 18 or over must be present to receive the delivery;

(d)     each panel measures approximately 1762 x 1134 x 30 mm and weighs approximately 21 kg, so two people are needed to move the panels from the kerbside; and

(e)     please tell us before dispatch about any access restrictions at your address, such as narrow roads, parking restrictions or steps, so that we can plan the delivery.

3.4  Batteries. Vault and the battery supplied with our Plus kits contain lithium cells and are delivered by a specialist carrier approved to transport them. We will tell you the delivery arrangements when we dispatch your battery.

4. Missed and failed deliveries

4.1  Parcels. If you miss a parcel delivery, the courier will usually attempt redelivery or leave instructions for rearranging it. If a parcel is returned to us, we will contact you to arrange redelivery.

4.2  Pallets. If a pallet delivery cannot be completed on the agreed day because nobody is present to receive it, or because the delivery address is inaccessible or was given incorrectly, a redelivery charge of £89.99 (including VAT) applies.

4.3  Incorrect addresses. Please check your delivery details carefully when you order. If a delivery fails because the address you gave us is incorrect or incomplete, we will do our best to help. If we are unable to deliver, we may cancel your order and refund you, less the reasonable costs of the failed delivery and of returning the products to us, which we will explain to you.

5. When your order arrives

5.1  Please inspect your delivery when it arrives. Where possible, note any visible damage on the carrier's delivery record, take photographs and tell us within 3 business days at support@thunderenergy.co.uk. Please keep the packaging and any damaged products until we have dealt with your claim.

5.2  If any products are damaged, missing or incorrect, we will arrange a replacement, repair or refund in line with your legal rights and our Refund & Returns Policy. This does not depend on you having reported the problem within 3 business days.

5.3  The products are your responsibility from the time they come into the physical possession of you or a person you have nominated. You own the products once they have been delivered and we have received payment in full.

6. Delays

6.1  If your order has not arrived by the expected date, please contact us. If we have not delivered within 30 days after accepting your order, or by any later date we have agreed with you, you may cancel your order and receive a full refund for any products not delivered.

7. Contact us

7.1  For questions about delivery, email support@thunderenergy.co.uk.