Clear Refund Process
Simple and transparent guidance
EX SOLAR REFUND & RETURN POLICY
Clear & Fair Refunds
We aim to handle eligible refund, return and order-related concerns through a clear, fair and professional review process.
Eligibility Review
Each request is assessed carefully
Order Protection
Support for eligible order issues
EX SOLAR REFUND POLICY
Our Refund Commitment
At EX Solar, we aim to provide a clear and fair process for refund, return and order-related concerns.
Refund eligibility depends on the condition of the product, order status, reason for the request, applicable product terms and other relevant circumstances.
REFUND ELIGIBILITY
When a Refund May Be Considered
Incorrect Product
A refund or replacement may be considered if the product received is materially different from the item ordered.
Eligible Product Issue
A request may be reviewed where a product arrives with a qualifying issue that is reported promptly and supported with appropriate evidence.
Order Cancellation
A refund may be possible where an eligible order is cancelled before dispatch or processing has progressed too far.
Approved Return
Refund processing may be considered after an authorized return is received, inspected and approved according to the applicable return conditions.
Refunds Are Subject to Review
Submitting a refund request does not automatically guarantee approval. EX Solar may review the order, product condition, supporting evidence and applicable terms before confirming the available resolution.
RETURN CONDITIONS & EXCLUSIONS
Returns, Exclusions & Cancellations
Approved returns must meet applicable conditions, while certain used, damaged, unauthorized or specially arranged products may not qualify for refund.
RETURN CONDITIONS
For an Eligible Return
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Return Authorization
Contact EX Solar before sending a product back. Returns should only be made after receiving approval or return instructions from our team.
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Product Condition
The product should generally be returned in the condition required for the approved return, together with relevant accessories, documents and packaging where applicable.
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Proof of Purchase
Order details, purchase invoice or other reasonable proof of purchase may be required before a return or refund can be reviewed.
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Supporting Evidence
Photos, videos, serial numbers or other evidence may be requested where the return relates to damage, an incorrect product or another reported issue.
REFUND EXCLUSIONS
When a Refund May Not Apply
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Used or Damaged After Delivery
Products damaged through misuse, incorrect handling, improper installation, modification or use after delivery may not qualify for a return or refund.
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Missing Parts or Accessories
A return may be refused or adjusted if required accessories, components, manuals, warranty documents or other included items are missing.
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Unauthorized Return
Products sent back without prior approval may not be accepted and may be returned to the customer.
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Custom or Special Orders
Certain specially arranged, custom, made-to-order or customer-specific products may not be eligible for return or cancellation once processing has started.
ORDER CANCELLATION
Cancellation Depends on Order Status
If you want to cancel an order, contact EX Solar as soon as possible. Cancellation may be possible before dispatch, procurement or special processing has started. Once an order has been dispatched, installed, specially arranged or otherwise substantially processed, cancellation may no longer be available or additional costs may apply.
Product-Specific Terms May Apply
Some products, brands, suppliers or special-order items may have additional return restrictions. Where applicable, those product-specific terms will also be considered when reviewing the request.
REFUND PROCESS & SUPPORT
How the Refund Process Works
From your initial request through review and final resolution, our team aims to keep the refund process clear and straightforward.
Contact EX Solar
Contact our team with your order details and explain the reason for your refund or return request.
Provide Details
We may request an invoice, order number, photos, videos, serial numbers or other information needed to review the case.
Review & Inspection
The request and, where applicable, returned product may be reviewed or inspected before a final decision is made.
Resolution
If approved, EX Solar will confirm the applicable refund, replacement, exchange or other available resolution.
PROCESSING TIME
Refund Timing
Once a refund is approved, processing time may vary depending on the payment method, bank, payment provider and circumstances of the transaction. Additional time may be required before the refunded amount appears in your account.
PAYMENT METHOD
How Refunds Are Issued
Where possible, an approved refund may be processed using the original or another appropriate payment method. The available method may depend on how the original payment was made and the payment options available to EX Solar.
RETURN COSTS
Shipping & Related Costs
Return shipping, delivery, handling or other related costs may depend on the reason for the return and the circumstances of the order. Our team will provide applicable instructions when a return is authorized.
EX SOLAR REFUND SUPPORT
Need Help With a Refund?
Contact EX Solar with your order information and our team can guide you through the applicable refund or return process. Please do not send a product back before receiving return instructions from us.
REFUND SUPPORT
Review ā¢ Approval ā¢ Resolution
FINAL POLICY NOTICE
Each Request Is Reviewed Individually
Refunds, returns, cancellations and replacements are subject to the conditions of this policy, the circumstances of the order, product-specific terms and applicable requirements. EX Solar may request additional information where reasonably necessary to review a claim.