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Frequently Asked Questions
Quick answers to the most common questions from our customers. Can’t find what you’re looking for? Our support team is happy to help.
Orders & Checkout
โ How do I place an order?
Browse our product range, add items to your basket and proceed to checkout. You can check out as a guest or log in for faster checkout, order history, and invoice access. We accept all major credit/debit cards and PayPal.
โ Can I add a PO number or order reference?
Yes โ during checkout you’ll find a dedicated field for your purchase order number or internal reference. This appears on your invoice and all order correspondence.
โ Can I amend or cancel my order after placing it?
Orders are processed quickly, so please contact us as soon as possible. We cannot guarantee amendments after dispatch, but we’ll always do our best to help.
โ What happens after I place my order?
You’ll receive an order confirmation by email straight away. Once your order is picked and dispatched, we send a second email with your carrier tracking link. You can also view order status from your account area at any time.
Products & Technical Help
โ How do I find the right electrical product?
Start with your intended use case, then narrow by core technical requirements โ output, input, compatibility, connectors, protection rating, and performance. Specialist electrical products often look similar at first glance, so the spec details matter. If your application is critical, contact our team for pre-sale guidance before ordering.
โ How do I understand product specifications?
Each product page lists specifications describing what the item is designed to do and whether it suits your application. Compare the spec carefully against your environment, power requirement, fit, and duty cycle. If anything is unclear, please contact us before purchase โ we’d rather get it right first time.
โ How do I check compatibility before ordering?
Confirm model numbers, output ratings, connectors, dimensions, and any product notes. Compatibility issues are one of the most common causes of returns on technical products, so a quick check before ordering saves time. For replacement parts on an existing setup, please verify against the product you’re matching.
โ Can I place a bulk order for a project?
Yes. For project quantities โ especially with a fixed programme or phased delivery โ we recommend confirming price, stock, and lead time with our team before relying on the standard basket. Use our SourceLink RFQ service or contact us directly for a tailored commercial response.
โ Can I get advice before I buy?
Absolutely. If your purchase is technical, high-value, or time-sensitive, please get in touch before ordering. A short pre-sale check helps avoid incompatibility, unsuitable products, or delivery surprises. Include the intended use, quantity, and any known technical details so we can respond accurately.
Delivery
โ What are your delivery options?
We offer Standard Delivery (2โ4 working days) and Next Working Day (order before 2pm MonโFri). Free standard delivery on orders over ยฃ100. See our Delivery & Shipping page for full details.
โ Do you deliver to Northern Ireland or the Scottish Highlands?
Yes โ we cover all UK addresses. Remote postcodes may carry additional charges and extended lead times, which are clearly shown at checkout before you confirm.
โ How do I track my order?
A tracking link is emailed to you as soon as your order is dispatched. You can also track at any time on our Order Tracking page.
Returns & Refunds
โ What is your returns policy?
Both consumer and business customers have a 14-day right to cancel under the Consumer Contracts Regulations. We accept returns within 30 days for items in original unused condition. See our full Returns Policy.
โ What if my item arrives damaged?
Contact us within 48 hours of delivery with photographs of the damage. We’ll arrange a replacement or full refund at no cost to you.
โ How long do refunds take?
Refunds are processed within 5 working days of us receiving and inspecting your return, issued to your original payment method.
Accounts & Trade
โ Do I need an account to order?
No โ you can check out as a guest. However, an account gives you access to order history, saved addresses, invoice downloads, and faster future checkout.
โ How do I apply for a trade account?
Visit our Register as Trade Member page to apply. Trade accounts offer exclusive pricing, credit facilities, and access to trade-only products.
โ Why can’t I see trade prices?
Trade prices are only visible when logged in with an approved trade account. If your application is still under review, standard prices will show until approval is confirmed.
โ Where can I view my past orders?
Past orders are available in your account area under Order History โ useful for repeat purchases, invoice lookups, and support queries. If you checked out as a guest, your email confirmations are your main record.
โ What is the wishlist?
The wishlist lets logged-in customers save products for later โ useful for repeat purchases, comparing options, or sharing a list with colleagues. Click the heart icon on any product page to add it to your wishlist.
Payments, Invoices & VAT
โ Are your prices inclusive of VAT?
Yes โ all prices shown on Power-Hub include VAT at the current UK rate of 20%, unless stated otherwise. Trade account holders may see prices ex-VAT depending on account settings.
โ When is the order payment taken from my bank account?
Payment is authorised when you place the order and captured at the point of dispatch. For trade accounts on credit terms, payment is taken in line with your agreed invoice schedule rather than at checkout.
โ How do I download an invoice?
Log in to your account, go to My Account โ Orders, select your order, and click “Download Invoice”. VAT invoices are generated instantly for every confirmed order.
Still Have a Question?
Visit our Help Centre for detailed guides, or contact our team directly โ we’re here Monday to Friday, 9amโ5pm.