Refund and Returns Policy

This policy applies to products purchased through Frostec Solar Powers Pvt. Ltd.’s online store. The following product categories are covered:

Products

• Solar Panels & Kits
  • Includes photovoltaic panels, mounting kits, and full solar systems.
• Solar Powered Appliances
  • Includes solar refrigerators, air conditioners, water heaters, and other appliances powered by solar energy.
• Solar Lighting Solutions
  • Includes solar garden lights, floodlights, streetlights, and indoor lighting systems.
• Solar Tools & Accessories
  • Includes cables, connectors, inverters, battery storage units, and other related tools.
• Portable Solar Gadgets
  • Includes solar power banks, chargers, camping kits, and small electronic devices.

Services

• Installation Services
  • Includes installation of solar panels, inverters, and battery storage systems.
• Maintenance Services
  • Includes regular inspection, cleaning, and upkeep of solar systems.
• Repair Services
  • Covers repairs for damaged components or systems.
• Consultation Services
  • Includes energy audits, custom solar solutions, and system design.

Third-party products or services purchased outside of Frostec Solar Powers Pvt. Ltd. or its authorized platforms are not covered by this policy.

We want you to feel confident shopping with us, and we are committed to ensuring your satisfaction.

Overview
At Frostec Solar Powers Pvt. Ltd., we are committed to delivering high-quality solar products. The following Refund and Returns Policy applies exclusively to products purchased through our online store in the categories listed above.

Below is an expanded version of the sections you requested, providing more detail and clarity on the 30-Day Return Window and Eligibility Requirements:

30-Day Return Window
We offer a 30-day return period for eligible products within the categories specified in our policy. This 30-day window begins on the date you receive the product (as indicated by the delivery confirmation from our shipping provider). If more than 30 days have passed since the delivery date, we regret that we can no longer provide a full refund or exchange.

Important Details:

• Count from Delivery Day: If you received the product on the 1st of the month, you have until the 31st (or the corresponding 30th day) to initiate a return request.
• Timely Notification: We recommend contacting us as soon as you realize a product is not suitable. The earlier you reach out within the 30-day period, the smoother the return process.
• No Extensions: Unfortunately, we cannot offer extensions beyond the 30-day timeframe, even for extenuating circumstances.

Eligibility Requirements
To ensure a smooth return process, and to protect the integrity and quality of our products, certain conditions must be met:

1. Unused and Same Condition:
   The product must be in the exact condition it was in when it arrived at your doorstep. This means:
   • No Signs of Use: The product should show no visible wear, marks, scratches, or dents beyond what might have occurred during original packaging.
   • No Modifications: Do not attempt to modify, assemble, or disassemble the product beyond what is necessary for initial inspection.
   • No Installed or Tested Components: Avoid installing solar panels, connecting solar appliances, or using solar tools for a project before deciding to return them. Even brief use may render the item ineligible.
2. Original Packaging, Accessories, and Documentation:
   Please return the product in its original packaging, including:
   • All Accessories: This includes cables, adapters, mounting hardware, or other components that were included.
   • Instruction Manuals and Documentation: Any user guides, warranty cards, or certification documents must be returned.
   • Protective Materials: Foam inserts, protective films, and other packaging materials should remain intact to ensure the product arrives safely back to us.
3. Proof of Purchase:
   We require a valid proof of purchase for all returns and refunds, such as:
   • Order Confirmation or Receipt: The email confirmation you received upon ordering or a printed invoice that came with the shipment.
   • Order Number and Contact Details: If you no longer have a printed or emailed copy, please provide us with your order number, the email address used to place the order, and the full name under which it was placed. This allows us to verify the transaction and expedite the return process.

Why These Requirements Are Important:

• Ensuring the product is unused and in its original condition helps maintain product quality for all our customers.
• Returning all accessories and original packaging ensures the product is intact and can be restocked or refurbished appropriately.
• Proof of purchase allows us to verify the original sale, guard against fraudulent returns, and properly process your request.

Failure to Meet Eligibility Requirements:
If the returned product does not meet these requirements, we may:

• Offer a partial refund instead of a full one.
• Decline the return, in which case we will communicate the reasons clearly and work with you to find a satisfactory resolution where possible.

By adhering to these guidelines, you help us maintain high-quality standards for all customers and ensure the return process is efficient and fair.

Non-Returnable Items
Due to the specialized nature of our solar products, certain items may not be eligible for return. This includes:

• Custom orders or specially configured solar panels and kits.
• Items clearly marked as “non-returnable” at the time of sale.

If you are unsure whether your product is eligible for a return, please contact us at {email} before initiating the return process.

Refund Process

1. Inspection of Returned Items:

• Initial Review: When your returned item arrives at our facility, our returns department will carefully examine it. This includes checking for any signs of use, missing components, or damage not reported at the time of purchase.
• Timeframe for Inspection: The inspection process typically takes 3–5 business days from the date we receive your return, though it may vary slightly during peak seasons or holidays.
• Email Notification: Once the inspection is complete, we will send you an email updating you on the outcome of your refund request. This email will state whether your refund is approved, partially approved, or denied. If denied or partially approved, we will include a clear explanation of the reasoning.

2. Approved Refunds:

• Refund Method: If your return is fully approved, the refund will be issued to your original method of payment. This could be your credit card, debit card, PayPal account, or another method you used during checkout.
• Processing Timeframe: After approval, please allow an additional 5–10 business days for the refund to appear in your account. Actual processing times depend on your payment provider’s policies and may vary.
• Email Confirmation: You will receive a confirmation email once the refund transaction has been initiated on our end.

A. Damaged Goods

We strive to deliver all products in perfect condition. However, if any product is found damaged or defective, the following conditions apply:

1. Reporting Damaged Goods:
   • Customers must report damaged or defective items to Frostec Solar Powers Pvt. Ltd. within 24-48 hours of delivery.
   • Reports must include clear evidence, such as photos or videos of the damaged item and the packaging it arrived in.
2. Verification Process:
   • Once the damage is reported, our team will inspect the claim to determine the root cause.
   • This process may involve requesting additional details from the customer or retrieving the product for further assessment.
3. Resolution Process:
   After the verification process, we will take one of the following steps:
   • Replacement:
     • If the product can be replaced, we will deliver a new item free of charge.
   • Refund:
     • If a replacement is not feasible, we will process a full refund of the purchase price.
   • Repair (if applicable):
     • If the damage is minor and repairable, we may offer a repair service free of charge or at a minimal cost, depending on the circumstances.
4. Important Notes:
   • Refunds or replacements will not be processed if the customer fails to report the issue within the stipulated time frame.
   • Customers are advised to retain all original packaging until the verification process is complete.

B. Service Disconnections

We take responsibility for uninterrupted service. If a service provided by Frostec Solar Powers Pvt. Ltd. is disconnected or interrupted, the following conditions apply:

1. Service Interruptions Due to Our Control:
   • If the interruption is caused by our team, equipment, or other factors within our control, we will:
     • Reconnect or Complete the Service Free of Charge.
     • If there are any subsequent delays, we will provide:
       • A partial refund of the service fee.
       • An adjustment in the invoice for future services.
2. Service Interruptions Due to External Factors:
   • If the service is disrupted due to external factors, such as power outages, natural disasters, or customer error, we will:
     • Offer reconnection or service completion, subject to a labor fee for the additional work.
3. Preventive Actions:
   • To prevent future disconnections, our team will provide guidance and recommendations to the customer.

C. Labor Charges for Refunds or Replacements

1. In Case of Customer-Related Issues:
   • If the issue arises due to customer mishandling, negligence, or external factors, we will charge:
     • A labor fee for inspection, replacement, reconnection, or repair services.
   • The labor fee will depend on the nature and scope of the work involved.
2. In Case of Service Errors:
   • If the issue is caused by errors on the part of Frostec Solar Powers Pvt. Ltd., we will:
     • Waive all labor charges.
     • Ensure prompt resolution without additional costs to the customer.
3. Labor Fee Transparency:
   • Customers will be informed of the applicable labor fees in advance, with a detailed breakdown of costs.

3. Partial Refunds:

• Reason for Partial Refund: A partial refund may be granted if the item returned is not in its original condition, shows signs of wear, is missing components (such as cords, adapters, or documentation), or has been damaged for reasons not attributed to our error.
• Amount Determination: The partial refund amount is based on the severity of the condition issue. We will communicate the adjusted refund amount and rationale to you prior to finalizing the transaction.

4. Late or Missing Refunds:

• Initial Steps: If the refund does not appear in your account after the expected processing time, please:
  • Check your bank or credit card statement again, as the refund may have posted under a different transaction date.
  • Contact your credit card company or bank. Sometimes refunds take additional time to be officially posted to your account.
• Further Assistance:
  If you have followed the above steps and still do not see the refund, please contact us at {email}. Provide your order number and details of the return, and we will investigate the matter promptly to ensure your refund is processed as soon as possible.

Transparency and Support:
Throughout this process, our goal is to maintain clear and open communication. If you have any questions or concerns about the refund process at any point, do not hesitate to reach out. Our customer support team is here to help ensure a smooth and satisfactory experience.

Exchanges
We replace items only if they are defective or damaged upon delivery. For exchanges:

1. Contact us at {email} with details and supporting photos of the defect or damage.
2. Upon our confirmation, send the item back to us following our shipping instructions.
3. If approved, we will ship a replacement product of the same type.

Note: Exchanges do not reset the 30-day return window. The replacement product does not extend or renew the return period from the original purchase date.

Sale Items
Only regularly priced items are eligible for refunds. Sale or clearance items cannot be refunded unless they are defective or damaged upon delivery.

Shipping Returns

1. Contact us at {email} to initiate a return and receive return shipping instructions.
2. You are responsible for covering the return shipping costs unless the return is due to our error (e.g., wrong item shipped, defective item).
3. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping may be deducted from your total refund.
4. We recommend using a trackable shipping service or purchasing shipping insurance for higher-value returns, as we cannot guarantee receipt of your returned item.

Customer Support
For any questions related to refunds, returns, or exchanges, please contact us at {email}. We strive to respond to all inquiries in a timely manner and are committed to ensuring you have a positive experience with Frostec Solar Powers Pvt. Ltd.

By purchasing from Frostec Solar Powers Pvt. Ltd., you agree to the terms of this Refund and Returns Policy.