Last updated: October 2026
We want every customer to be fully satisfied with our work. This policy explains how cancellations, rescheduling, refunds and guarantee claims are handled for Shock Help services.
An emergency call-out can be cancelled free of charge before an electrician is dispatched. Once an electrician is on the way or has arrived, the call-out charge applies, because time and travel have already been committed. If you decline the repair quote after diagnosis, only the call-out charge is payable.
For larger projects, deposits are used to order materials and reserve time. If you cancel before materials are ordered, the deposit is refunded in full. If materials have been ordered specifically for your job, we deduct their cost, or any restocking fee charged by the supplier, and refund the balance.
If you believe a fault is caused by our workmanship, contact us as soon as possible. We will inspect the issue and, if it is covered by our guarantee, correct it at no charge. Our first remedy is always to put the work right. Where that is not possible, we may offer a partial or full refund of the affected work.
Faulty products we supply are replaced under the manufacturer’s warranty. Unused, undamaged items in original packaging may be returned within 14 days for a refund of the item price, less any supplier restocking fee. Items that have been installed, cut to length or specially ordered cannot be returned unless faulty.
Approved refunds are paid using the original payment method where possible, or by bank transfer, normally within 7 to 14 working days of approval. We will confirm the amount and method in writing.
If you are unhappy with any aspect of our service, please tell us. Most issues can be resolved quickly with a conversation. Write to contact@shockhelp.com with your name, job date and a description of the issue, and we will respond within a few working days.
