FREQUENTLY ASKED QUESTIONS
What is your lead time for orders?
At Merlin Power we have large stock holdings, continuously priding ourselves on our stock availability. If the product you require is out of stock or showing as on back order, please don’t hesitate to get in touch with us with any questions about your order as we can often get these back in stock and delivered to you within the next 30 days.
File your request through our Contact Us page, call us on 01202697979, or alternatively email sales@merlin-power.com.
How can I track my order?
As soon as your order has been placed you will receive a confirmation email. This email provides you with a tracking number which you can use on the corresponding shipping services website to track your order. Alternatively, you can use the 'Shop Pay' app to track your order.
If you are having trouble tracking your order, please get in touch via our Contact Us page, call us on 01202697979, or email technical@merlin-power.com.
Does your warranty policy differ for sale items?
Yes. Items sold as part of a sale or promotion are covered by a 3-month warranty from the date of purchase, rather than our standard 5-year warranty covering almost all other Merlin Power products (excluding some battery ranges). If you'd like to upgrade the warranty on a sale item, please contact our sales team before purchasing, or within 14 days of your purchase date. The sales team can be contacted via email (sales@merlin-power.com) or by calling 01202 697979.
What are Merlin Power's office hours?
Our office hours are 08:30–17:30 Monday to Thursday, and 08:30–14:00 on Fridays. Outside of these hours, our online support bot is available 24/7 — it can log your enquiry for the team and can very often find the answers to your questions instantly.
Where can I find manuals, datasheets, and policies?
Product Manuals: Visit our Manuals page to search and download manuals for any product.
Datasheets: Search for your product using the search bar at the top right of our website, then click 'Datasheet Download' under the 'Technical Specifications' dropdown.
Policies: You can access our Warranty Policy, Privacy Policy, and Cookie Policy through these links.
Can't find what you need? Please get in touch if you still need help.
What makes Merlin different?
Merlin Power has over 35 years of experience designing and manufacturing battery monitoring and electrical power management systems. These are used — and increasingly so — on many of the world's best-known and most widely fielded military land platforms, as well as by law enforcement agencies, utility companies, and highway maintenance organisations, plus countless boats, caravans, and passion projects. We're also the developers of the world's most accurate battery monitor, the Datacell II.
What sets us apart is our approach: rather than only selling Merlin-branded products, we carefully curate the best power products available on the market. This means every component in your electrical system is chosen to deliver the best possible performance.
How can I contact customer support?
The quickest way to get help is through our support assistant, which can answer many questions instantly. If you need further assistance, you can reach the team by submitting a contact form on our website or calling us on 01202 697979.
Do you have a physical store?
Our products are available through our network of trusted dealers and distributors across the UK. Use our Store Locator to find your nearest stockist. If you place an order online, you also have the option to collect it from Merlin HQ in Exeter during office hours — just select this at checkout and make sure to call us prior to your visit to coordinate your collection.
How big is a product / how much does it weigh?
Weight and dimensions for all products can be found on their datasheets, available on the product page. If you can't find the information you need, contact our support team via the contact form or call us on 01202 697979.
What payment methods do you accept?
For individual, non-trade customers, we accept Visa, Mastercard, Maestro, Apple Pay, Google Pay, and PayPal. For business customers, we offer proforma invoices for non-account holders. Account customers pay via bank transfer. To apply for a trade account, visit our Trade Account page.
Do you offer free shipping?
We don't offer free shipping, but all shipping is charged at cost price — we don't add any markup.
When will my order ship?
Orders placed before 12:00 Monday to Friday are shipped the same day. Orders placed after 12:00 are shipped the following business day. You'll receive an email confirmation once your order has been dispatched. During busy periods, shipping times may vary.
My tracking says delivered, but I haven't received my package — what should I do?
We're sorry to hear that. Please contact our support team by submitting a contact form or calling 01202 697979. Please have your order number ready, as this will help us resolve the issue as quickly as possible.
How are items packaged?
Orders are generally packed using cardboard boxes, bubble wrap, packing paper, and packing peanuts. We reuse and recycle packaging materials wherever possible, so your order may arrive in unbranded or previously used packaging — look out for our recycled packaging sticker. Orders weighing over 25kg are packed and delivered on a pallet.
What is your returns policy?
We accept returns on most items purchased directly from Merlin Power. Products bought through third parties are not eligible for return, refund, or exchange.
All returns require prior approval and a Return Material Authorisation (RMA) number before being sent back. Here's a summary of our return timeframes:
Within 30 days of invoice date: Full return accepted, provided items are in original packaging and resalable condition.
30 days to 6 months from invoice date: Returns accepted with a 15% restocking fee, provided items are in original packaging and resalable condition.
After 6 months: Returns are only accepted for faulty items.
If your item is faulty or damaged, please contact our Customer Services team — we'll resolve the issue in line with your statutory rights. Please note that return shipping costs are the responsibility of the sender in all cases.
I want to make a return. How do I do this?
To return a product, please check the following before getting started:
Your product is within its warranty period (usually 5 years)
You have proof of purchase from Merlin Power
All returns need prior approval and a Return Material Authorisation (RMA) number before being sent back to us. If you'd like to raise a return, please let us know, and a member of the team will be in touch.
Before raising a return, we recommend utilising our web support chat, which is built on knowledge from our technical engineering team and can often resolve product issues quickly, without the need to return anything.
How do you use my personal data?
Merlin Power values your privacy and is committed to safeguarding your personal
information. We want to assure you that we do not engage in selling, renting, leasing, or releasing your Personal Information to third parties. Merlin Power may share data with trusted partners to facilitate various aspects of our operations, including but not limited to statistical analysis, marketing communications, or customer support. All such third parties are strictly prohibited from using your personal information except to provide these services to Merlin Power, and they are required to maintain the confidentiality of your Personal Information.
Information regarding our use of your personal data can be found in our Privacy Policy: https://merlin-power.com/pages/privacy-policy
Are your products tested or certified?
Yes. We hold ISO 9001 and ISO 14001 certifications, covering quality and environmental management across all our operations. All products in our catalogue are Merlin certified - they deliver top quality backed by our in-house engineers' stamp of approval.
Additionally, we have a warranty returns rate of less than 0.1% across all defence projects, and our systems are used on platforms including the Abrams, Bradley, Stryker, and RNLI lifeboats. Where required, our systems can also meet MIL-STD and DEF-STAN standards.
All Merlin inverters are UNECE Reg 10 certified. SmartBank PRO, PowerGuard PRO, PowerBank Lite, and OneBox 75 are also UNECE Reg 10 certified.
What is your warranty period?
Merlin Power offers three distinct warranties, each with its own duration:
5-Year Warranty: This warranty covers defects in all products (excluding batteries) provided by Merlin Power under normal use and service conditions for a period of five (5) years from the date of purchase. See Section 3 for further details.
Fullriver Battery Warranty: The battery warranty covers defects in batteries provided by Merlin Power and is subject to a separate warranty period specified in Section 4.
Installation Warranty: The installation warranty covers the workmanship related to the installation of products by Merlin Power and is subject to a separate warranty period specified in Section 5.
Products marked with any variation of "Sale" are covered by a 3-month warranty from the date of purchase. If you wish to upgrade the warranty on a sale item, please contact our sales team prior to or within 14 days of purchase.
Our full warranty policy can be accessed via our terms & conditions page.
Do you offer trade or wholesale pricing?
Yes. Join hundreds of trade businesses already benefiting from custom pricing, better stock visibility, and one-click repeat ordering. Apply for a trade account on our website.
Can't find the answer to your question?
At Merlin, our support team are always on hand to help. Give us a call on 01202 697979, email us at defence@merlin-power.com, or fill out a quick and easy form on our 'Contact Us' page.