1. Return Window

We offer a 7-day return and exchange window from the date of purchase or physical delivery. If 7 days have passed since your purchase, we unfortunately cannot offer you a refund, store credit, or product exchange.

2. Eligibility Criteria for Returns

To qualify for a return or exchange, your item must meet the following conditions:

• The product must be completely unused, unaltered, and in the exact same condition that you received it.
• It must be in its original, undamaged manufacturer packaging (including unblemished product boxes, user manuals, and mounting accessories).
• You must provide the original receipt, invoice, or valid transaction reference (such as an M-Pesa confirmation code).

3. Non-Returnable & Excluded Items

Certain items cannot be returned or refunded due to safety, technical, or wear-and-tear constraints:

• Installed or Cycled Equipment: Any lithium batteries (Dyness, Deye, SRNE, etc.) or inverters that have been connected, mounted, wired, or run through power cycles.
• Installation Damage: Any items damaged due to improper installation, DIY solar wiring errors, power surges, lightning strikes, or failure to follow manufacturer specifications.
• Customized Materials: Solar PV-1 cables, aluminum mounting profiles, or structural frameworks that have been custom-cut to specific lengths or configurations for your project.
• Items purchased during clearance sales or promotional campaigns.

4. Technical Inspection and Restocking Fees

Because solar inverters, solar panels, and battery packs are complex electrical assemblies, all returned products must undergo a thorough laboratory diagnostic by our engineering team at our Nairobi showroom. This process ensures the internal circuit boards, battery management systems (BMS), and firmware remain unaltered and undamaged.

Approved returns for refund may be subject to a 10% restocking fee to cover testing, diagnostics, and administrative processing.

5. Refund Processing & Timeline

Once your returned item is received and inspected, we will contact you to notify you of the approval or rejection of your refund request.

• If Approved: Your refund will be processed immediately. Refunds are issued via Bank Transfer or M-Pesa to the original account used during purchase.
• Processing Time: Please allow 3 to 5 business days for the funds to reflect in your account once the refund is approved.

6. Return Shipping and Delivery Costs

Customers are responsible for paying their own shipping and transport costs when returning items. Original delivery fees are non-refundable.

If you are returning high-value items (such as large solar panels or heavy lithium batteries), we strongly recommend using a trackable shipping service or dropping off the equipment directly at our physical showroom at Montana Mall, Nairobi.