Care & Repair Service
CARE & REPAIR SERVICE
The terms below explain what is covered, what is not covered, how to request service, and other important details.
TABLE OF CONTENTS
- About This Service
- Your Responsibilities
- Definitions
- What Is Covered
- What Is Not Covered
- Making a Repair Request
- Service Procedures and Limit of Liability
- Cancellation
- Conditions
- Legal Information
1. About This Service
1.1. Welcome to the Care & Repair Service. This document outlines the scope of your Service, including coverage, repair request instructions, and cancellation terms. If you have questions, contact us at support@stellacharge.com or 0330 122 5265. For repair requests, see Section 6.
1.2. This is not an insurance policy. The Care & Repair Service is an extended warranty provided and administered directly by Stella Charge Limited (company no. NI693528). It is not regulated by the Financial Conduct Authority and is not covered by the Financial Services Compensation Scheme.
1.3. The Service is available exclusively to individual consumers based in the United Kingdom who purchase products for personal, domestic use. It is not available to businesses, institutions, trade buyers, or any other non-consumer entities.
1.4. This Service is provided in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015. In the unlikely event that Stella Charge Limited ceases trading, there is no dedicated financial backing for this Service.
2. Your Responsibilities
2.1. Please read these terms in full so you understand what this Service provides. Certain limits, conditions, and exclusions apply.
2.2. You must care for the Covered Product in line with the manufacturer's guidance and any user manual supplied with the product.
2.3. Keep a copy of these terms and your Purchase Confirmation, as service may require them. Your Purchase Confirmation lists the Service Term, coverage details, and other information that may affect your coverage.
3. Definitions
3.1. Administrator: Stella Charge Limited, Moat House Business Centre, 54 Bloomfield Avenue, Belfast, Northern Ireland, BT5 5AD. Phone: 0330 122 5265. Email: support@stellacharge.com.
3.2. Service Term: the total duration of this Service, as shown on your Purchase Confirmation (2 year or 3 year).
3.3. Coverage Term: the period during which the Covered Product is eligible for service under this plan. The Coverage Term begins on the date of your original product purchase and ends when the Service Term expires or when our obligations end under these terms, whichever occurs first.
3.4. Covered Product: the item identified on your Purchase Confirmation. A Covered Product can include multiple eligible items sold under one SKU or as a bundle.
3.5. Stella Charge, Our, Us, or We: Stella Charge Limited (company no. NI693528), the entity responsible for performing under this Service.
3.6. Service: this contract between you and us, including your Purchase Confirmation.
3.7. Service Price: the amount you paid for this Service, shown on your Purchase Confirmation.
3.8. Purchase Confirmation: the confirmation provided by us, including any linked or displayed information on your receipt or your account order history on our website.
3.9. Purchase Price: the amount you paid for the Covered Product, excluding VAT, delivery, and handling, as shown on your Purchase Confirmation.
3.10. You, Your, or Purchaser: the individual consumer named on the Purchase Confirmation.
4. What Is Covered
4.1. This Service covers repair or replacement of the Covered Product if it suffers an electrical or mechanical breakdown that prevents it from functioning as designed during normal domestic use within the Coverage Term. This includes:
- (a) Internal component failure, including circuit boards, power electronics, control modules, and internal wiring.
- (b) Failure of internal power regulation, safety circuitry, or built-in protective devices.
- (c) Connector, socket, or plug mechanism failure resulting from normal use.
- (d) Internal cable degradation affecting charging performance or safety.
- (e) Display, indicator, or status light failure affecting product operation.
4.2. "Breakdown" means a sudden and unforeseen failure of the product's internal electrical or mechanical components that causes the product to stop working or to fail to perform its intended function. It does not include gradual cosmetic deterioration or any fault caused by the circumstances described in Section 5.
4.3. This Service does not cover issues already covered by a manufacturer warranty, a retailer warranty, or any other active warranty or service agreement.
5. What Is Not Covered
5.1. Unless expressly included in Section 4, the following are not covered:
- 5.2.1. Theft, loss, or unexplained disappearance of the Covered Product or any component.
- 5.2.2. Deliberate damage or wilful neglect.
- 5.2.3. Use of the product outside its published specifications, including exceeding its rated current, voltage, or environmental ratings.
- 5.2.4. Modification, tampering, or repair by anyone other than Stella Charge or its authorised agents.
- 5.2.5. Connection to equipment or power sources that do not comply with the product's requirements.
- 5.2.6. Consumable or user-replaceable parts such as fuses, seals, or protective covers, unless the failure of such parts is directly caused by a covered breakdown.
- 5.2.7. Software or firmware issues unrelated to hardware function.
- 5.2.8. Third-party utility failures, including power outages or grid supply interruptions.
- 5.2.9. Faults or damage arising from not following the manufacturer's instructions for use, care, storage, or maintenance.
- 5.2.10. Commercial, trade, or fleet use, unless separately agreed in writing.
- 5.2.11. Cosmetic damage that does not affect the product's function, such as scratches, scuffs, discolouration, or housing marks.
- 5.2.12. Any consequential, indirect, or economic loss of any kind, including but not limited to loss of use, loss of earnings, or damage to other property.
- 5.2.13. Faults already present or known to you at the time you purchased the Service.
- 5.2.14. Repair requests not reported within the Coverage Term.
6. Making a Repair Request
6.1. Follow all steps in this section to be eligible for service. Failure to follow these steps may result in a repair request being declined.
6.2. Contact the Administrator to report the issue. Email support@stellacharge.com or call 0330 122 5265. Provide your order number and a description of the fault.
6.3. For any repair request to be assessed, the Covered Product must be returned to Stella Charge for inspection. We will provide a prepaid return label or collection arrangement where applicable. At our sole discretion, we may instead request photographs or video of the fault in order to complete our assessment without requiring a physical return; however, the method of assessment is determined by us and is not at the customer's election.
6.4. We will determine eligibility based on these terms, the information you provide, and, where applicable, findings from our inspection. If the inspection findings differ from your report, coverage may be declined.
6.5. Do not attempt to repair the Covered Product yourself or arrange for any third party to carry out repairs unless instructed by us. Faults or damage resulting from unauthorised repair are not covered.
7. Service Procedures and Limit of Liability
Following our assessment, at our sole discretion we will do one of the following:
7.1. Repair the Covered Product, returning it to working condition.
7.2. Replace the Covered Product with an item of equivalent kind, quality, and functionality. Replacement products may be new or refurbished to an equivalent standard. If the original product is no longer available, we will offer the nearest equivalent or store credit.
7.3. Issue store credit based on the original Purchase Price, not to exceed the Limit of Liability.
7.4. Limit of Liability: our total liability under the Service, for all repair requests combined across the full Service Term, shall not exceed the original Purchase Price you paid for the Covered Product. Store credit or replacement value is capped at this amount.
7.5. This Service ends on the earliest of: (i) expiration of the Service Term, (ii) replacement of the Covered Product under Section 7.2, (iii) issuance of store credit in full under Section 7.3, or (iv) when the Limit of Liability is reached.
7.6. We aim to resolve all repair requests within 14 calendar days of receiving the product or completing our remote assessment.
8. Cancellation
8.1. You may cancel at any time by contacting the Administrator at support@stellacharge.com or 0330 122 5265.
8.2. If you cancel within 30 days of purchase and no repair or replacement has been carried out under the Service, you will receive a full refund of the Service Price.
8.3. We may cancel the Service in cases of fraud, material misrepresentation, or substantial breach of your responsibilities under these terms. If we cancel, we will provide written notice to your last known email address stating the effective date and reason.
9. Conditions
9.1. Renewal: renewal of the Service at the end of the Service Term is at our discretion.
9.2. Transferability: this Service is non-transferable. It applies only to the original Purchaser and the original Covered Product.
9.3. Territory: this Service is offered only to individual consumers in the United Kingdom of Great Britain and Northern Ireland.
9.4. One Service per product: only one Service may be held per Covered Product at any time. If a product is repaired or replaced under the Service, coverage continues for the remainder of the original Service Term only. It does not restart.
10. Legal Information
10.1. Entire agreement: this Service document and your Purchase Confirmation comprise the entire agreement regarding your coverage. Marketing or verbal statements outside of these documents have no effect.
10.2. Severability: if any provision of this Service conflicts with applicable law, that provision is void only to the extent of the conflict, and the remainder of these terms stays in force.
10.3. Governing law: any disputes arising under this Service shall be governed by the laws of the United Kingdom of Great Britain and Northern Ireland.
10.4. Statutory rights: nothing in this Service affects your statutory rights under the Consumer Rights Act 2015. For information about your rights, visit citizensadvice.org.uk or consumercouncil.org.uk (Northern Ireland).
10.5. Provider: Stella Charge Limited, Company No. NI693528, Moat House Business Centre, 54 Bloomfield Avenue, Belfast, Northern Ireland, BT5 5AD.