Returns and complaints

#1 Withdrawal from the contract

1. A consumer may withdraw from a distance contract within 14 days of receiving the goods, without giving a reason and without incurring costs other than those stated below.
2. The statement of withdrawal may be sent by email using the contact details on the contact page. Sending it before the deadline expires is sufficient to meet it.
3. The goods should be returned immediately, and no later than 14 days from the date of the withdrawal statement.
4. The direct cost of returning the goods is borne by the consumer.
5. Payments are refunded no later than 14 days from receipt of the withdrawal statement, using the same method of payment, unless another method is agreed.
6. The refund may be withheld until the goods are received back, or until proof of their return is provided, whichever happens first.

#2 Condition of returned goods

1. The consumer is liable for any reduction in the value of the goods resulting from using them beyond what is necessary to establish their nature, characteristics and functioning.
2. Goods should be returned complete, with all accessories and documentation supplied.
3. Where possible, the original packaging should be used, particularly for photovoltaic panels and inverters, which are easily damaged in transport.

#3 Complaints about defects

1. Goods sold are covered by statutory liability for defects and, separately, by the manufacturer's warranty where one is granted.
2. A complaint should contain the order number, a description of the defect, the date it was noticed and, where the defect is visible, photographs.
3. Complaints are considered within 14 days of receipt. A failure to respond within that period is treated as accepting the complaint.
4. Where the complaint is accepted, the goods are repaired or replaced, or the price is reduced or refunded, in accordance with the applicable law.

#4 Transport damage

1. The condition of the shipment should be checked on receipt, in the presence of the carrier where possible.
2. Where damage is visible, a damage report should be drawn up with the carrier — it materially speeds up the handling of the claim.
3. Damage that is not visible on receipt should be reported as soon as it is noticed, with photographs of the goods and of the packaging.