Terms of Service

Terms of Service — Northern Power Electronics Limited

Last updated: 01/07/2026

About These Terms

Northern Power Electronics Limited ("NPE", "we", "us") provides two distinct types of business: repair and engineering services for customer-owned equipment, and the sale of new, used, and refurbished electronic equipment and parts. Section 1 covers repair work. Section 2 covers goods we sell. Where a term applies to both, it's stated once in Sections 3–7.

1. Repair & Engineering Services

1.1 Quotations and Estimates

Quotes are based on the fault description provided and/or an initial visual inspection. A full diagnostic may reveal additional faults not visible at quote stage. If this happens, we will contact you with a revised quote before carrying out any further work. We will not proceed with chargeable work beyond the original quote without your agreement.

1.2 Diagnostic and No-Fault-Found Charges

If a diagnostic fee applies, this will be confirmed with you before your equipment is sent or before work begins.

If our inspection finds no fault, or the fault cannot be reproduced, a no-fault-found charge may apply. This covers diagnostic time and will be explained to you before you're charged.

1.3 Turnaround Times

Standard repair turnaround is standard 3-10days . Emergency repairs are prioritised at a 1–3 working day turnaround, with same-day fault diagnosis available for equipment received at our Newcastle workshop before 10am. Turnaround times are estimates, not guarantees — they depend on fault complexity and parts availability (see 1.5).

1.4 Your Equipment While It's With Us

  • We take reasonable care of any equipment sent to us for repair, in line with our ISO 9001 quality management processes.

  • We recommend you insure equipment in transit to and from our workshop. Our liability for loss or damage while equipment is in our possession is limited to the equipment's fair market value at the time it was received, unless caused by our negligence.

  • We are not responsible for data, firmware, programs, or settings stored on equipment sent for repair. Back up or record any critical data/settings before sending equipment to us.

  • If a repair requires us to reset, reflash, or reconfigure firmware or settings, we will restore factory or last-known settings where possible, but we cannot guarantee recovery of customer-specific configurations.

1.5 Parts and Components

  • Where possible, we repair using original or equivalent-specification parts. If a required part is obsolete or unavailable, we will contact you to discuss options (equivalent substitution, refurbished part, or non-repairable outcome) before proceeding.

  • Faulty parts removed during a repair are disposed of responsibly (in line with our ISO 14001 environmental management) unless you request their return in writing at the time of quote.

1.6 Repair Warranty

Unless otherwise stated in your job report or invoice, repair work carries a 6-24 months warranty on the specific fault repaired, covering defects in our workmanship and any parts we fitted. This warranty does not cover:

  • Faults unrelated to the original repair

  • Damage from misuse, incorrect installation, power surges, liquid ingress, or unauthorised modification after the repair

  • Equipment that has been opened or worked on by anyone other than NPE following our repair

1.7 Uncollected Equipment

If repaired or assessed equipment is not collected or a return delivery arranged within. 90 days of us notifying you that work is complete, we may charge storage costs or, after reasonable attempts to contact you, dispose of the equipment.

1.8 Emergency Repair Service

Emergency repair bookings are subject to workshop capacity at the time. Always call 0800 001 6045 to confirm current availability before sending equipment for emergency repair. The 1–3 working day turnaround applies from the point equipment is received and confirmed as booked into the emergency queue, not from the point of enquiry.

2. Products Sold (New, Used & Refurbished Equipment)

2.1 Product Condition

We sell new, used, and refurbished electronic equipment and components. Each item's condition is clearly stated on its product listing.

  • New items are unused. Where original manufacturer packaging isn't available, items are securely packed in protective materials for safe delivery.

  • Used items may show signs of previous use but are tested and confirmed working before sale.

  • Refurbished items have been repaired, tested, and cleaned. They may show cosmetic wear but are guaranteed to function correctly.

2.2 Returns Policy (Consumer Purchases)

This section applies to purchases made by consumers (private individuals, not purchasing for business use — see Section 4).

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel most online or distance purchases within 14 days of delivery, without giving a reason.

  • To cancel, notify us in writing (email is fine) within 14 days of delivery.

  • Once you've told us you're cancelling, you then have 14 days to return the item.

  • Items must be returned in their original packaging and in the condition received.

  • Return postage is your responsibility unless the item is faulty or not as described.

  • No restocking fee is charged.

  • Refunds are processed once the returned item has been inspected, and within 14 days of us receiving it back (or of you providing proof of return postage, if earlier).

2.3 Product Warranty

Unless otherwise stated on the product listing, goods are guaranteed for 12 months from the date of purchase. Some products carry an extended 24-month warranty, stated on the product page.

  • Warranty covers defects in materials or workmanship under normal use.

  • At our discretion, we will repair, replace, or refund.

  • Items must be returned adequately packaged, at your cost.

  • All returns are inspected before a refund or replacement is approved.

  • Warranty does not cover damage from misuse, modification, or external causes such as power surges or liquid damage.

3. Shipping & Delivery

  • We deliver across the UK. International orders may be considered on request.

  • Standard dispatch is 1–3 working days unless otherwise stated.

  • Orders are sent via tracked delivery, with insurance cover included where appropriate.

4. Business vs Consumer Customers

Consumer customers are protected under UK consumer law, including statutory rights to cancellation, refunds, and warranty protections described above.

Business customers (purchasing via a company account, providing a VAT number, or otherwise clearly purchasing for business use) are not covered by the same statutory consumer protections. For business purchases and repair jobs:

  • Returns of non-faulty goods are at our discretion.

  • Any defect claims must be made within 7 days of receipt.

  • Warranty terms may be limited or excluded on certain items — this will be confirmed on your quote or invoice.

5. Data & Privacy

We collect customer information for order processing, support, and marketing purposes in line with UK GDPR. Your data will not be shared with third parties without your consent. You can opt out of marketing communications at any time. Full details are in our [Privacy Policy].

6. Liability

  • We're not responsible for damage caused by incorrect electrical connections, improper installation, accidental damage, or misuse — whether the equipment was purchased from us or repaired by us.

  • Before agreeing to any refund, replacement, or warranty claim, we reserve the right to inspect and test the item to establish the cause of the fault.

  • Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, or for fraud, or any other liability that cannot be excluded under UK law.

We aim to operate with fairness and transparency. If something's gone wrong, contact us and we'll work it through.

7. Governing Law

These terms are governed by the laws of England and Wales, and any disputes are subject to the exclusive jurisdiction of the courts of England and Wales. [CONFIRM] — standard clause, include unless you want something different.

Contact Us

For returns, warranty claims, repair queries, or any questions:

Email:services@npe-uk.comPhone: 0800 001 6045 Address: Northern Power Electronics Limited, Enterprise Centres, Unit 30, i-8, Lynnwood Terrace, Newcastle upon Tyne, NE4 6UL