Returns & Refunds Policy

1. About This Policy

At Eco SolarX Ltd, we want our customers to have clear and straightforward information about what happens if they need to cancel an order, return a product, or report an item that is faulty, damaged, incorrect, or not as described.

This Returns & Refunds Policy applies to eligible purchases made through Eco SolarX and should be read together with our Terms & Conditions, Shipping & Delivery Policy, and Payment Policy.

2. Your Right to Cancel

For qualifying online consumer purchases, you generally have the right to cancel your order within 14 days from the day after you receive the goods, subject to applicable statutory exemptions.

After notifying us that you are cancelling, you normally have a further 14 days to send the goods back to us.

3. Our 30-Day Returns Framework

Eco SolarX provides a 30-day returns framework from the date of delivery for eligible purchases, subject to the conditions and exclusions explained in this policy.

This 30-day framework is intended to provide customers with a clear returns process. It does not remove or reduce any statutory cancellation, refund, repair, replacement, rejection, or other rights that may apply under UK consumer law.

4. How to Start a Return or Cancellation

If you wish to cancel an order or request a return, please contact Eco SolarX before sending goods back whenever possible.

Please provide:

• Your full name.
• Your order number or invoice number.
• The product you wish to return.
• The reason for the return or cancellation.
• Photographs of the product and packaging where relevant.

Once we receive your request, we will provide the appropriate return instructions, return address, or collection arrangements where applicable.

5. Return Conditions

For change-of-mind returns, products should be returned in a condition that allows us to inspect and process the return.

Where reasonably possible, returned products should:

• Be unused and undamaged.
• Not have been installed or permanently altered.
• Include original packaging where reasonably possible.
• Include manuals, accessories, components, cables, and other items supplied with the product.
• Include proof of purchase, such as an order confirmation, receipt, or invoice.
• Be securely packaged to reduce the risk of damage during return transportation.

Opening packaging does not automatically remove statutory cancellation rights. However, where permitted by applicable law, a deduction may be made from a refund if the value of the goods has been reduced because they were handled beyond what was reasonably necessary to establish their nature, characteristics, and functionality.

Installation, use, modification, or improper storage may affect the condition of a product and may be relevant when assessing a change-of-mind return or any applicable warranty. These factors do not automatically remove statutory consumer rights.

6. Products That May Be Excluded From Change-of-Mind Returns

Certain products may be excluded from statutory cancellation rights or may have specific return conditions where an exemption applies under UK consumer law.

Depending on the circumstances, this may include:

• Products made to the customer’s specifications or clearly personalised.
• Certain custom-made or specially manufactured products.
• Products that have been installed, modified, or permanently altered where this affects their returnability.
• Sealed products that are not suitable for return for health protection or hygiene reasons once unsealed, where applicable.
• Other products for which a statutory cancellation exemption applies.

7. Return Shipping & Collection

Change-of-Mind Returns

Where permitted by applicable law and where this has been clearly stated before purchase, the customer is responsible for the direct cost of returning a product because of a change of mind.

For bulky, heavy, palletised, or freight items, the cost of returning the product may vary depending on the product, destination, packaging requirements, and carrier arrangements. Eco SolarX will provide applicable return or collection information when the return is arranged.

Faulty, Damaged or Incorrect Products

If a product is faulty, damaged, not as described, or an incorrect product was supplied by Eco SolarX, we will arrange the appropriate return, collection, replacement, or other remedy where required by applicable UK consumer law.

Where you return goods by post or courier, we recommend retaining proof of postage or other evidence of return until the matter has been resolved.

8. Damaged or Faulty Goods

Please inspect your order after delivery. If a product appears damaged, faulty, defective, or not as described, contact Eco SolarX as soon as reasonably possible.

Where relevant, please provide:

• Your order number.
• A description of the problem.
• Clear photographs of the product.
• Clear photographs of the packaging and delivery condition.
• Photographs of any visible damage to the packaging or goods.

Depending on the circumstances and your statutory rights, the appropriate remedy may include repair, replacement, price reduction, rejection, or refund.

9. Wrong or Missing Items

If you receive the wrong product, an incorrect quantity, or an item or component is missing from your order, please contact us as soon as reasonably possible.

Please provide:

• Your order or invoice number.
• A description of what is missing or incorrect.
• Photographs of the delivered product where relevant.
• Photographs of the packaging where relevant.

Depending on the circumstances, Eco SolarX may arrange a replacement, supply missing components, arrange collection of an incorrect item, or provide another appropriate remedy.

10. Order Cancellations

If you wish to cancel an order, please contact Eco SolarX as soon as possible.

If the order has not yet been dispatched, we will attempt to stop shipment and process the cancellation where possible.

If the order has already been dispatched, you may need to receive the product and follow the applicable return procedure, subject to your statutory rights.

For qualifying distance purchases, consumers may also have statutory cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, subject to applicable exemptions.

11. Refunds & Refund Timing

Once returned goods have been received, or where sufficient evidence of return has been provided where applicable, Eco SolarX will process the refund in accordance with this policy and applicable UK consumer law.

If a refund is due:

• The refund will normally be made to the original payment method.
• Refunds will be processed within the applicable legal timeframe.
• Where statutory cancellation rights apply, refunds will normally be made no later than 14 days from the applicable date required by law.
• Your bank or payment provider may require additional time before the refunded funds appear in your account.

12. Delivery Charges and Refunds

Where you exercise a statutory right to cancel an eligible distance-sale order, the standard outbound delivery charge will be refunded where required by applicable law.

If you selected a delivery method that was more expensive than the least expensive standard delivery option offered by Eco SolarX, any additional amount paid for the upgraded delivery service may not be refundable except where required by law.

If the return results from an error by Eco SolarX or from goods that are faulty, damaged, incorrect, or not as described, applicable delivery and return costs will be handled in accordance with your statutory rights.

13. Products Damaged After Delivery or Installation

Products should be stored, handled, and installed in accordance with the manufacturer’s instructions and any applicable installation requirements.

Damage caused after delivery through misuse, improper storage, incorrect installation, modification, or other avoidable causes may affect a change-of-mind return or warranty claim.

This does not affect any statutory rights that cannot lawfully be excluded or restricted.

14. Replacements and Exchanges

Where appropriate, a replacement may be available for products that arrive damaged, defective, incorrect, or otherwise fail to meet applicable requirements.

Replacement availability may depend on product availability and the nature of the issue.

Where a replacement is unavailable and a refund is required, the refund will be processed in accordance with this policy and applicable law.

15. Manufacturer Warranty

Where a product is supplied with a manufacturer’s warranty, applicable warranty information may be provided with the product, in the product documentation, or in the individual product listing.

Warranty duration, coverage, exclusions, and claim procedures may vary by manufacturer and product. Eco SolarX does not invent or guarantee a warranty period that has not been provided by the applicable manufacturer.

16. Business & B2B Purchases

Purchases made by businesses or other customers acting outside the capacity of a consumer may be subject to different contractual terms.

Consumer cancellation and return rights do not automatically apply to B2B transactions. Any applicable business terms, quotations, invoices, or contractual arrangements will apply where relevant.

Where a customer is legally entitled to consumer protection, nothing in this section is intended to remove or restrict those rights.

17. Your UK Consumer Rights

Nothing in this Returns & Refunds Policy is intended to limit or exclude rights or remedies available to consumers under applicable UK consumer protection legislation.

Depending on the transaction and circumstances, relevant legislation may include the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

18. Simple Returns Process

19. Changes to This Policy

Eco SolarX may update this Returns & Refunds Policy from time to time to reflect changes to our business practices, products, services, or applicable legal requirements.

The latest version will be published on our website with the applicable “Last Updated” date.