Return & Refund Policy

1. General Return & Refund Guidelines

To ensure fairness and transparency, our Return & Refund Policy follows these key principles:

✅ Eligibility for Returns & Refunds: Returns and refunds are applicable only to eligible products and services as outlined in this policy.

✅ Timeframe for Requests: Customers must initiate a return or refund request within the specified period (detailed in the respective sections below).

✅ Proof of Purchase: A valid receipt, invoice, or order confirmation is required for all return or refund requests.

✅ Condition of Products: Returned items must be unused, undamaged, and in their original packaging (where applicable).

✅ Approval Process: All return and refund requests are subject to approval based on the guidelines outlined in this policy.

2. Returns Policy

Our return policy applies to solar products and components such as solar panels, inverters, batteries, and accessories. The eligibility criteria vary based on the type of product or service purchased.

A. Eligible Items for Return

Returns are accepted under the following conditions:

🔹 Defective Products: If a product is found to be defective or malfunctioning upon delivery or installation.

🔹 Damaged Products: If a product is delivered in a damaged condition, customers must report the issue within 48 hours of receipt.

🔹 Incorrect Products: If the wrong item was delivered due to a mistake on our part.

🔹 Unopened & Unused Products: Customers may return products within 7 days of purchase, provided they are unopened, unused, and in their original packaging.

B. Non-Returnable Items

Certain products and services are non-returnable, including:

🚫 Custom Solar Installations: Any custom-designed or specially ordered solar system is non-returnable once installation has commenced.

🚫 Used or Installed Products: Solar panels, inverters, or batteries that have already been installed or used cannot be returned.

🚫 Electrical Components: Due to safety reasons, items such as circuit breakers, wiring, and electrical components are non-returnable unless found to be defective.

🚫 Discounted or Clearance Items: Products purchased on clearance sales, promotional discounts, or final sales are not eligible for return.

C. Return Process

To request a return, follow these steps:

1. Initiate a Return Request – Contact our support team via email at support@carbenzsolar.com or call +91 9495 444 111 within the eligible return period.
2. Provide Proof – Submit clear photos or videos of the product defect, damage, or issue.
3. Approval & Shipping – If your return is approved, we will provide instructions for shipping the item back. Return shipping costs may apply, depending on the reason for the return.
4. Inspection & Confirmation – Once we receive the returned item, we will inspect it to verify the issue.
5. Replacement or Refund – Based on the inspection, we will either replace the product or process a refund as per our refund policy.

3. Refund Policy

Refunds are processed based on the nature of the request and the condition of the product or service. Below are the eligibility guidelines for different scenarios.

A. Full Refund Eligibility

A full refund is issued in the following cases:

✅ Order Cancellation Before Shipment: If a customer cancels an order before the item has been shipped, a full refund will be processed.

✅ Product Unavailability: If a purchased product is out of stock and cannot be delivered, we will provide a full refund or offer an alternative product.

✅ Defective or Damaged Items: If a product is confirmed to be defective or damaged upon delivery and cannot be replaced, we will issue a full refund.

B. Partial Refund Eligibility

A partial refund may apply in these cases:

🔹 Late Return Requests: If a return is requested after the 7-day return window, a partial refund may be considered at our discretion.

🔹 Used Products with Minor Defects: If a product has been used but has minor defects that do not significantly affect functionality, a partial refund may be offered.

🔹 Shipping Fees: In some cases, return shipping costs may be deducted from the refund amount.

C. Non-Refundable Items & Services

The following are non-refundable:

🚫 Installation & Service Charges: Any fees paid for site surveys, installation, or maintenance services are non-refundable.

🚫 Custom Orders: Specially designed solar systems or components that have been manufactured per customer specifications cannot be refunded.

🚫 Products Damaged by Customer: If a product has been damaged due to misuse, incorrect installation, or negligence, it is not eligible for a refund.

4. Refund Processing Time

Once a refund request is approved, we aim to process refunds within 7-14 business days. The time may vary depending on the payment method used:

💳 Credit/Debit Card Payments – Refunds are processed back to the original card within 7-10 business days.

🏦 Bank Transfers – Refunds via bank transfer may take 7-14 business days, depending on bank processing times.

📲 UPI or Wallet Payments – Refunds through UPI, Paytm, Google Pay, or PhonePe are usually credited within 3-7 business days.

🔹 If you have not received your refund within the expected timeframe, please contact our support team for assistance.

5. Cancellations Policy

A. Order Cancellations

Customers may cancel their orders under the following conditions:

✅ Before Shipment: Orders canceled before shipping are eligible for a full refund.

✅ After Shipment: If an order has already been shipped, cancellation is not possible, and the customer must follow the return process instead.

B. Service Cancellations

✅ Solar Installation Services: If a scheduled solar installation service is canceled at least 48 hours before the appointment, we will issue a partial refund (minus administrative and planning costs).

✅ Same-Day Cancellations: If the service is canceled on the day of installation, no refund will be provided.

6. Contact Information

For any inquiries regarding returns, refunds, or cancellations, please contact our customer support team:

📧 Email: support@carbenzsolar.com
📞 Phone: +91 9495 444 111
📍 Office Address: Thrissur, Kerala
🌍 Website: www.carbenzsolar.com

We are committed to providing a fair, transparent, and customer-friendly return and refund process. Thank you for choosing Carbenz Solar!