Returns & Warranty Claims Policy
Returns and Warranty Claims Policy for Solarstore.co.ke Products
At Solar Store East Africa, we strive to provide high-quality solar products and exceptional customer service. We understand that situations may arise where you need to return a product or file a warranty claim. Please review our Returns and Warranty Claims Policy below to understand the process and requirements for returning or claiming warranty on solar products purchased from our e-commerce website. If you have any questions or require further assistance, please contact our customer support team.
Eligibility for Returns:
a. Unused and Uninstalled: Solar products must be unused, undamaged, and in their original condition and packaging to be eligible for a return. Products that have been installed or used cannot be returned unless there is a valid warranty claim (covered under our Warranty Policy).
b. Timeframe: You may initiate a return within [specify the number of days, e.g., 30 days] from the date of purchase. After this period, we may not be able to accept returns.
c. Proof of Purchase: To facilitate the return process, please provide proof of purchase, such as the order number, invoice, or receipt.
a. Contact Customer Support: Before returning any solar product, please contact our customer support team to initiate the return process. You can reach us through [provide contact details, such as email or phone number]. Our support team will guide you through the next steps and provide you with a return authorization if eligible.
b. Return Authorization: Once your return request is approved, we will issue a return authorization number and provide you with detailed instructions on how to proceed with the return.
c. Proper Packaging: Please ensure that the solar product is securely packaged to prevent damage during the return shipment. We recommend using the original packaging or similar protective materials.
d. Shipping Costs: You are responsible for the return shipping costs unless the return is due to an error on our part or a defective product covered under our Warranty Policy. We recommend using a trackable shipping method to ensure the safe and timely arrival of the returned item.
Inspection and Refunds:
a. Inspection: Once we receive the returned solar product, our team will inspect it to ensure it meets the eligibility criteria mentioned above. If the returned product does not meet the eligibility requirements, we reserve the right to reject the return or deduct a restocking fee from the refund amount.
b. Refund: If the returned solar product meets the eligibility criteria, we will initiate the refund process. Refunds will be issued using the original payment method used for the purchase, and the refund amount will exclude any shipping charges paid during the initial purchase.
c. Processing Time: Please allow [specify the timeframe, e.g., 5-10 business days] for us to process your return and initiate the refund. The actual time it takes for the refund to reflect in your account may vary depending on the payment provider and your financial institution.
Warranty Claims Policy:
a. Duration: Our solar products are covered by manufacturer warranties that vary in duration depending on the product. The specific warranty period for each product is mentioned on the product page or in the product documentation.
b. Coverage: The warranty covers defects in materials and workmanship under normal use and operation. It does not cover damage caused by improper installation, misuse, accidents, or unauthorized repairs or modifications.
Filing a Warranty Claim:
a. Contact Customer Support: If you believe your solar product is defective and covered under warranty, please contact our customer support team as soon as possible. You can reach us through [provide contact details, such as email or phone number].
b. Warranty Evaluation: Our customer support team will guide you through the warranty claim process, which may involve providing information, images, or videos of the issue. We may also require you to return the defective product for further evaluation.
c. Resolution: Upon verifying the warranty claim and finding it valid, we will take appropriate action, which may include repairing or replacing the defective product, depending on the manufacturer’s warranty terms. If the exact product is not available, we may offer a suitable alternative or provide a refund.
d. Shipping Costs: We will cover the shipping costs associated with returning a defective product and delivering a repaired or replaced product as part of a valid warranty claim.
- Our Returns and Warranty Claims Policy is subject to change without prior notice. We recommend reviewing the latest version of the policy available on our website or contacting our customer support team for the most up-to-date information.
- Any modifications or alterations to the solar products by unauthorized individuals or entities may void the warranty.
- The warranty provided is from the manufacturer, and we act as a facilitator to ensure the warranty process is smooth and efficient.
Thank you for choosing Solar Store EA. We value your satisfaction and are committed to resolving any issues promptly and fairly to ensure your positive experience with our solar products.