Sunstore

Introduction

At SunStore, we are committed to providing high-quality solar products and exceptional customer service. We understand that circumstances may arise where you need to cancel an order or return a product. This policy outlines the procedures for cancellations, returns, and refunds to ensure a smooth experience for our valued customers.

This Cancellation and Returns Policy is governed by SunStore and applies to all solar products and related items sold through our platform. We strive to maintain fair and transparent practices in accordance with applicable consumer protection regulations.

Important Terms Used:

1.Purchase Order (PO) shall mean the commercial document indicating sale, price, types, quantities and the delivery terms etc. for the Products, as issued by Sunstore.

2.Supplier means and includes any entity that provides solar products, components, or related services to SunStore or through its platform. This includes manufacturers, distributors, and service providers in the solar energy sector.

3.Customer means and include any individual or entity that purchases or intends to purchase solar products or services from SunStore's platform.

4.Manufacturing Defect: A flaw in the product that occurred during the manufacturing process, not due to damage during shipping or mishandling.

Reasons for Cancellation of Order:

Customers may need to cancel their orders for solar products due to various circumstances that can arise between placing an order and receiving the goods. Changes in project scope or energy requirements might necessitate a different product selection. Financial constraints or unexpected budget adjustments could make the initial purchase no longer feasible. Delays in site preparation or obtaining necessary permits for solar installation might force customers to postpone their plans. Technical incompatibilities between the ordered products and the intended installation site could come to light after placing the order. Personal circumstances such as relocation or property sale might also lead to cancellations. Additionally, customers might realize they misunderstood certain product features or installation requirements, prompting them to reconsider their purchase. By acknowledging these potential reasons and providing a clear cancellation policy, SunStore aims to accommodate customer needs while managing the complexities of the solar product supply chain.

Cancellation

1. If a Customer cancels its purchase, the corresponding Purchase order (“PO”) for the sale shall also be cancelled.

2. A Customer may cancel an order within 72 hours of the issuance of the PO by writing to SunStore. In the event of cancellation of a PO, any advance payment made under the PO shall be refunded through a transfer to the Customer's bank account within 7 working days.

3. SunStore may cancel an order within 72 hours of the issuance of the PO by writing to the Supplier. In the event of cancellation of a PO, any advance payment made under the PO shall be set off from payments due to the Supplier.

Returns and Refunds

1. All Products shall be non-returnable post satisfactory product delivery. However, any Product with a manufacturing defect may be returned by a Customer within 3 days of delivery. The Customer shall have the option to request the Supplier and Sunstore shall facilitate and assist to either (a) replace the defective Product with a non-defective Product; or (b) refund the price for the Product (c) customer to exchange their original purchase for a different product, the Supplier may facilitate the return at its own discretion.

2. A Customer may initiate a return by sending a return request to SunStore, specifying whether a replacement or refund is preferred. SunStore shall forward the return request to the Supplier within 48 hours of receipt.

3. Upon receipt of the return request, the Supplier shall initiate the process of reverse pick-up of the defective Products from the Customer's address, at its cost and expense as mutually argeed between Supplier and Customer.

4. Any Products to be returned shall be picked up from the Customer's address within 7 days of the date of the return request from the Customer.

5. Once a return is completed, the Supplier shall either initiate the process of shipping the replacement Product or the process of refunding the price of the Product returned, exclusive of the shipping costs, import costs and other fees and charges.

6. The Supplier shall ensure that the replacement Product is delivered to the Customer within 10 days or that the refund is processed through an account transfer to the Customer's bank account within 7 working days.

7. In case Customer receive a wrong product, they need to inform SunStore Solar team at +91 9875756161 or write to us at connect@sunstore.co our team will verify, and we will replace the wrong item with the correct product. It needs to be informed within 3 Days of product delivery.

8. Products returned by the Customers shall be accepted by the Supplier if they are returned in the condition they were delivered

Non acceptance/ Not Available at time of delivery

Our logistics partner will make every effort to contact the Customer via phone or SMS to facilitate the delivery of solar equipment. If the initial delivery attempt is unsuccessful, a second attempt will be made within 24 hours. Should the second attempt fail, our logistics partner will retain the solar equipment for 3 days, awaiting further instructions from the recipient. If no instructions are received, the solar equipment will be returned to our facility, and we will automatically cancel your order.

If the solar equipment is in good condition and matches the Customer's order specifications, but is not accepted at the time of delivery, it will be returned to our facility by our logistics partner.

In such cases of returned solar equipment, we will automatically cancel the order. The payment made by the Customer for the cancelled order will be refunded via the original payment method, after deducting necessary charges. These charges may include handling fees for specialized solar equipment, shipping costs, and return transportation charges, if applicable.

Non-Eligibility for return, replacement or refund

Apart from the conditions stated above, the following solar products shall not be eligible for return or replacement under this Policy:

Any solar equipment returned without all original packaging and accessories, including but not limited to protective casings, mounting hardware, inverters, cables, manuals, and any other components originally included with the solar system at the time of delivery.
Any solar panel, inverter, or other system component without a valid, readable, and untampered serial number. This includes solar products with missing, damaged, altered, or otherwise unreadable serial numbers, which are crucial for warranty and quality control purposes.
Failure to inform SunStore about any damage or defects within 3 days of receiving the solar equipment. Given the sensitive nature of solar technology, prompt reporting of any issues is essential for proper assessment and resolution.

Additional

Refunds except above situations are at SunStore's discretion and limited to technical errors causing duplicate/excess charges or failed transactions. Customers must apply with transaction details for manual verification. If valid, refunds are processed within 7 days.

SunStore is not liable for payment failures due to customer errors, insufficient funds, bank issues, or circumstances beyond their control.

In the event of any disputes regarding payments, customers are encouraged to contact our customer service team. We are committed to resolving any issues in a fair and timely manner.