Returns & Refunds

Thank you for shopping at Solareon UK.

If you are not entirely satisfied with your purchase, we are here to help.

 

Right to Cancel

You have the right to cancel your order within 14 days. The cancellation period will expire after 14 days from the day on which you, or a third party other than the carrier indicated by you, takes physical possession of the goods.

To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement by email to support@solareon.co.uk.

To meet the cancellation deadline, it is sufficient for you to send your cancellation request before the 14-day period has expired.

Once the statutory 14-day cancellation period has expired, we may still accept returns under our Customer Returns Policy, subject to additional conditions and charges. Nothing in this policy affects your statutory rights under UK consumer law.

 

Effects of Cancellation

If you cancel your order within the 14-day cancellation period, we will reimburse payments received from you, excluding any additional delivery costs.

All items returned following a cancelled order are subject to a 25% restocking fee, unless the return is due to a fault, damage, or error on our part.

We may make a deduction from the refund for any reduction in value of the goods where this results from handling beyond what is necessary to establish the nature, characteristics, and functioning of the products.

Refunds will be processed without undue delay and no later than:

 

a) 14 days after the day we receive the returned goods, or
b) 14 days after you provide evidence that the goods have been returned, whichever is earlier, or
c) if no goods were supplied, 14 days after the day we are informed of your decision to cancel.

 

Refunds will be issued using the same payment method used for the original transaction, unless expressly agreed otherwise. We may withhold reimbursement until the goods have been received or evidence of return has been provided.

 

Cancelled Orders and Shipping Costs

If an order is cancelled before dispatch, we will attempt to stop the shipment and process a refund.

If the order has already been dispatched, the customer may be responsible for:

• Outbound delivery charges
• Return shipping costs
• Any third-party courier or logistics charges incurred

Orders already in transit at the time of cancellation may be subject to third-party shipping fees, which may be deducted from the refund.

 

All returned items from cancelled orders will incur a 25% restocking fee, which will be deducted from the refund amount.

 

Returning Goods After Cancellation

Goods must be returned without undue delay and no later than 14 days from the date you notify us of cancellation.

You are responsible for the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the products.

 

Customer Returns Policy and Guidelines (Non-Statutory Returns)

This section applies to returns outside of the statutory 14-day cancellation period, including goodwill returns, trade returns, and warranty-related returns.

Nothing in this section affects your statutory rights under UK consumer law.

 

Returns of New and Unused Stock

New stock may be considered for return where all items are:

• Unused
• Supplied in their original packaging
• Sealed and in resaleable condition

Returns for battery, inverter and solar panel products must be requested within 30 days from the date of purchase.
The same 30-day return period applies to accessory products.

All return requests must be approved in advance by the Operations Director. Any items returned without prior authorisation may be refused.

Please note:

• Approved new stock returns are subject to a 25% restocking charge
• All shipping and carriage costs remain the responsibility of the customer

 

Conditions for Accepting Returns

To be accepted, all returned goods must meet the conditions listed below. Items that do not comply may be rejected by the warehouse.

• New items must be unopened and supplied in original packaging
• Where products have been opened or damaged, clear photographic evidence must be provided at the time the return is approved
• Used units must be securely packaged for transport. Original packaging is preferred, however suitable protective packaging is required
• Products must be returned complete, including covers, fixings, and accessories
• Data loggers must be included where they were supplied as part of the original purchase
• Only reasonable wear consistent with normal handling is acceptable. Units showing significant damage will not be accepted

The warehouse reserves the right to refuse any return that does not meet the above requirements.

 

How to Request a Return

To request a return, please email support@solareon.co.uk or hello@solareon.co.uk with the following information:

Your email should have the following information so that we can process a return.

• Your name
• Order reference number
• Your Address
• Email address
• Contact number
• Date of purchase
• Date the goods were received by you
• If you originally ordered multiple items, which do you want to return?

 

Returning Goods to Us

Some products may be delicate or sensitive in transit. Please ensure that:

• Any courier used is informed that the shipment contains delicate items
• The return shipment is fully insured to the retail value of the goods

We are not responsible for damage incurred during return transit.

 

Damaged or Faulty Items

If you receive a product that is damaged or faulty, please notify us as soon as possible for assistance and further instructions.

 

Warranty Returns and Replacements

Warranty items that are repaired will be returned in the same condition in which they were received, including any cosmetic damage or missing components.

Where applicable, warranty replacements may be supplied from service stock, or the original unit may be repaired and returned. All repaired or replacement units are tested prior to dispatch and will carry the remaining balance of the original manufacturer’s warranty.

 

Contact us

If you have any questions about our Returns and Refunds Policy, please get in touch with us:

• By email: support@solareon.co.uk and cc hello@solareon.co.uk