Return and Refund Policy Coastal Solar Africa
At Coastal Solar Africa, we strive to ensure your complete satisfaction with our solar and renewable energy products and services (including solar panels, inverters, lithium batteries, solar water pumps, hybrid systems, accessories, and installations). This Return and Refund Policy outlines your options for returns, refunds, exchanges, and related remedies in compliance with the Kenya Consumer Protection Act, 2012 and our commitment to fair dealings.
1. Defective, Damaged, or Non-Conforming Products
If a product is defective, damaged upon delivery, faulty, or not as described (misrepresentation):
- You are entitled to a remedy under the Consumer Protection Act, 2012 (Sections 10–11), which may include repair, replacement, or full refund (at our discretion, based on the nature of the issue).
- Report the issue within a reasonable time after discovery (typically within 7–30 days of delivery/receipt, depending on the defect; longer for latent issues during the manufacturer’s warranty period).
- Provide proof of purchase (invoice/receipt), photos of the issue, and details of the problem.
- We will inspect the product (or arrange collection where feasible) and process the appropriate remedy at no cost to you for legitimate claims.
2. Change-of-Mind / Non-Defective Returns
For products you no longer want (not defective/damaged):
- We accept returns within 14 days of delivery/receipt (shorter window common for solar/electrical goods due to installation risks and value).
- The product must be:
- Unused and in original, resalable condition.
- In its original packaging with all accessories, manuals, tags, and seals intact.
- Not installed, connected, or modified (solar panels, inverters, batteries, and pumps are often ineligible for change-of-mind returns once unpacked or partially used due to safety and hygiene reasons).
- Custom or specially ordered items (e.g., large-scale systems, bespoke configurations) and installed products are generally non-returnable for change-of-mind.
- Return shipping/collection costs are borne by the customer unless the return is due to our error.
- Approved returns will receive a refund (minus any restocking/inspection fees up to 10–15% if applicable) or store credit/exchange at our discretion.
- Refunds are processed to the original payment method (e.g., M-Pesa, bank transfer) within 7–14 business days after we receive and inspect the returned item.
3. Warranty Claims (Separate from Returns)
Most products carry manufacturer warranties (typically 5–25 years for solar panels, 1–10 years for inverters/batteries/pumps—exact terms provided with your quote/invoice). Warranty covers manufacturing defects during the warranty period, not misuse, improper installation, or normal wear.
- Contact us first for warranty support—we handle claims with manufacturers.
- Installed systems may require on-site inspection by our team.
- This policy does not affect your statutory rights under warranty or the Consumer Protection Act.
4. Non-Returnable Items
The following are generally not eligible for return or refund (except if defective):
- Installed or commissioned products/systems (e.g., after on-site installation or wiring).
- Opened/used solar batteries, inverters, or pumps (due to hygiene, safety, and degradation risks).
- Custom orders or personalized configurations.
- Clearance/sale items marked “final sale.”
- Products damaged due to customer misuse, improper handling, or installation by non-authorized persons.
5. How to Initiate a Return or Claim
- Contact us immediately via:
- Email: info@coastalsolar.africa
- Phone/WhatsApp: +254 716 842 775
- Provide your order number, purchase date, product details, reason for return, and photos (if applicable).
- We will provide instructions for return/inspection (e.g., drop-off at our Kilifi/Mombasa area location or arranged collection).
- Do not return items without prior approval to ensure smooth processing.
6. Refunds
- Refunds (where approved) exclude original shipping/delivery fees unless the return is due to our fault.
- Processing time: 7–14 business days after receipt and approval.
- We issue refunds to the original payment method.
7. Changes to This Policy
We may update this policy from time to time. The version posted on our website at the time of your purchase applies. Continued use of our services constitutes acceptance.
8. Contact Us
For questions, returns, or complaints: Email: info@coastalsolar.africa Phone/WhatsApp: +254 716 842 775
You may also seek redress through the Competition Authority of Kenya or relevant consumer protection bodies if needed.
Thank you for choosing Coastal Solar Africa to power your home or business with reliable, clean energy. We value your trust and aim to resolve any issues promptly and fairly.