Cancellation/Returns and Refund Policy

  • The customer has the right to cancel any product or services under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCICAR). Any cancellation must be made within 14 days from the date of the order being placed.
  • Cancellation needs to be done in a clear statement from the customer, setting out the decision to cancel the contract. We recommend doing this writing to one of the following:
    a. Electronic Mail to
    b. Letter to Ace Energy Ltd, Energy House, Black Brook Way, Halifax, HX4 8ED Letters will be have been deemed to be received two working days following the postmark date.
  • Customers are required to return the goods, at their own expense, to Ace Energy Ltd, Energy House, Black Brook Way, Halifax, HX4 8ED without undue delay and in any event not later than 14 days after the cancellation. If the customer is unable to return their goods, Ace Energy in this scenario will collect said goods costing the customers a fee based on the order quantity. The customer will receive their refund following section 4D, net of the cost of delivery.
  • Refunds will not be processed until the product has been received by the warehouse. Upon return we will authorise the refund within 24 hours and depending on your bank, it could then take up to 5 business days to be back in your account.