Return And Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a refund.
To start a refund or if you have any questions, you can contact us at firstname.lastname@example.org.
To be eligible for a return, your item must be in the same condition that you received it, unmounted and unused, with labels and in its original packaging. You'll also need the receipt or proof of purchase.
If your return is accepted, we'll send you instructions on where to send your package, back to one of our UK warehouses depending on which one is closest to you. Please ensure the product is in its original packaging, including the instruction manual, remote, and all mounting accessories; otherwise, your return won't be accepted.
You will be responsible for paying the shipping costs for returning your item unless it is damaged, defective, or the wrong item. If this is the case and to prove this, we will require photo proof via email and will be in contact with the shipping courier. If you are sending an item worth more than $30, we recommend you use a trackable shipping service or take out shipping insurance (optional based on your own preference).
Once your return is received back at one of our UK warehouses, it will then be inspected, and a full refund will be issued once the return is accepted. After your product is received, it can take up to 15 days for the refund to be issued and processed depending on your bank or card provider. We would be grateful once you let us know what the issue was as it helps us better understand your needs and expectations, as well as those of future customers. This will hugely benefit our development team, as products can be improved continuously to offer the best possible products on the market.
Please contact us within 30 days of your delivery for a full refund. If 30 days have passed since the delivery of your goods, we regret that we are unable to offer you a refund or exchange.
DAMAGES AND ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item so that we can evaluate the issue and make it right. We must then send you a replacement before issuing any refunds.
Unfortunately, your product may be damaged in transit. In this case, we always provide a new package free of charge the first time and, unfortunately, cannot provide a refund. If a defective product arrives the second time, we will refund the full purchase price to you.
Please include a clear picture of the damaged, defective, or wrong item, and include your order number and name. We are always responsible for any further shipping costs caused by damaged, defective, or wrong items.
Return labels are not provided after 14 days from receiving your order. We only provide one return label, and if the drop-off date is missed by the customer, then they will need to cover their own costs for any further labels. A return label is only provided by Solar Energy Lighting if a product is damaged, and the customer is accepting a replacement. If the customer does not accept to receive a replacement, then they will need to arrange their own return.
EXCEPTIONS / NON-RETURNABLE ITEMS
Certain types of products cannot be returned and are non-refundable, like on-sale items, gift cards. Please get in touch if you have questions and concerns about your specific item.
If a parcel is lost or undeliverable for logistical reasons, we always send a new parcel before proceeding with a refund.
NOT COLLECTED/REFUSED PARCELS
If a parcel is delivered to your door or dropped off at a post office, Solar Energy Lighting will cover the cost of delivering the parcel. If the parcel is not received or not picked up by the post office, it will automatically be returned to the supplier, and we are entitled to deduct $15 from the amount to be refunded to you. This also applies to parcels where several messages have been sent by email/text without any action being taken.
The fastest way to ensure you get what you want is by returning the item you have, and once your return is accepted, make a separate purchase for the new item.
We will notify you once we have received, inspected, and confirmed your return. You'll be automatically refunded your original payment method. A proof of refund will be automatically sent to your email. Please also remember it can take some time for your bank or credit card company to process the refund; this can vary for each bank.
In adherence to our return policy, we appreciate your understanding that products must be returned in their original condition. Should a product be returned in a condition differing from its original state (such as damaged packing or not original, missing parts or bolts, not in new condition), we reserve the right to either refuse returns or apply a 15% manufacturer's restocking fee to cover the costs associated with restoring and refurbishing the item. This policy also applies if the reason for the return is a misunderstanding of the provided information.
At USPS, at least $15 to send your parcel with Track & Trace to the UK and at least $12 without Track & Trace. DHL requires a minimum of $45 to send mail to the UK.
Our cancellation policy is valid for 1 hour. Should you wish to cancel your order to receive a full refund, please email email@example.com with your 5-digit order number or contact us via the contact form on the website. You will receive a refund to your original payment method within 12 hours. If the parcel has already been shipped out from our warehouse or is currently in transit, a cancellation throughout a parcel's transit cannot be issued as this parcel cannot be stopped. Please then wait for to receive the parcel and once the parcel has been received, please then reach out to our support team; they will then be able to provide you with instructions.