Refund Policy

Refund Policy Overview

At ClearRay Solar, we want you to be completely satisfied with your purchase. If for any reason you're not happy with your products, we offer a straightforward returns and refund process.

This policy distinguishes between your statutory consumer rights and any additional returns arrangements offered by ClearRay Solar. Nothing in this policy limits or excludes any statutory rights that apply to you.

Returns Window & Eligibility

14-Day Cancellation Period

• Start Date: For eligible consumer distance sales, the statutory cancellation period generally begins on the day after you receive the goods and lasts for 14 days.
• Cancellation: If you wish to exercise your statutory cancellation right, you must notify us within the applicable cancellation period. After notifying us, you normally have a further 14 days to return the goods.
• Exceptions: Certain goods and contracts are excluded from statutory cancellation rights by law. Where an applicable exclusion applies, this will be stated before or at the time of purchase where required.
• Returns After the Statutory Period: Once the statutory cancellation period has expired, a change-of-mind return is not automatically available unless ClearRay Solar has separately offered a voluntary returns facility.

Consumer Contracts Regulations

Under the Consumer Contracts Regulations 2013, consumers generally have the right to cancel eligible online and distance purchases within 14 days of receiving their goods. Following cancellation, the goods must normally be returned within a further 14 days.

Trade Customers

Statutory consumer cancellation rights under the Consumer Contracts Regulations apply to consumers and do not generally apply to purchases made wholly for business purposes. Business and trade customers are therefore subject to the contractual terms applicable to their purchase.

Orders are processed through the same ClearRay Solar ordering process regardless of whether the purchaser is a consumer or business customer.

Where a purchaser orders a Tesla product, ClearRay Solar carries out an additional verification to confirm that the purchaser is a registered business and an authorised, certified or otherwise approved Tesla installer.

Tesla products will only be supplied where the purchaser satisfies these business and installer requirements. If the required business or installer verification cannot be completed, ClearRay Solar reserves the right to cancel the Tesla order and issue an appropriate refund.

Product Eligibility

For statutory cancellation, goods do not necessarily have to remain completely unopened or in their original packaging. You may handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning, as you would normally be able to do in a shop.

For returns beyond statutory cancellation rights, or where a voluntary return facility is offered, additional eligibility conditions may apply.

Eligible for Returns:

• Goods returned within the applicable statutory cancellation period where a statutory cancellation right applies
• Unused products in original, undamaged packaging where a voluntary return is being requested outside statutory cancellation rights
• All original documentation, accessories, and components where reasonably applicable
• Products returned in a condition that allows them to be assessed and, where appropriate, resold

Returns May Be Refused or Deductions May Apply Where Permitted by Law:

• Products that have been installed or partially installed
• Items with missing components or accessories
• Visible damage, wear or contamination
• Products that have been used beyond what is reasonably necessary to establish their nature, characteristics or functioning
• Products damaged as a result of inadequate packaging during return transportation
• Custom or made-to-order items where the statutory cancellation exclusion applies
• Products subject to another statutory exclusion from cancellation rights

This does not affect your statutory rights under the Consumer Rights Act 2015 or any other applicable consumer legislation.

How to Return a Product

Step 1: Request a Return

Where you are exercising a statutory cancellation right, you must notify us within the applicable cancellation period.

For B2B orders, any return must be agreed by ClearRay Solar in advance in accordance with the applicable commercial terms.

Contact us:

• Email: returns@clearraysolar.com
• Include: Order number, product SKU, and details of the products you wish to return

Step 2: Receive Return Authorization

We aim to respond within one working day with:

• Return authorization (RMA) number where required
• Collection arrangements or return instructions where appropriate
• Return address and instructions
• Any applicable commercial return charges where relevant

Step 3: Ship the Item Back

• Packaging: Pack securely using the original packaging where reasonably available, or equivalent protection suitable for the product.
• Shipping: Use the collection service or return method agreed with ClearRay Solar, or arrange your own return where applicable.
• Insurance: We recommend tracking and appropriate insurance for high-value items where you arrange the return yourself.
• Timeline: Where exercising a statutory cancellation right, goods must normally be sent back within 14 days after you notify us of cancellation.
• B2B Returns: Business customers must follow the return timeframe and instructions provided by ClearRay Solar when the return is authorised.

Return Condition

Returned goods must be adequately packaged to prevent avoidable damage during transit. Where goods are damaged as a result of inadequate packaging or handling for which you are responsible, ClearRay Solar may be entitled to recover the resulting loss in value where permitted by law.

Step 4: Inspection & Refund

• Receipt: You'll receive confirmation when the returned goods arrive at our warehouse where appropriate.
• Inspection: We will inspect returned goods as quickly as reasonably possible to establish their condition.
• Refund: Where a statutory cancellation applies, any refund will be made in accordance with applicable law.
• B2B Refunds: For an agreed B2B return, any applicable contractual restocking, handling, collection or return charges will be deducted before the refund is issued.
• Refund Processing: Where permitted by law, we may withhold the refund until the goods have been returned or you provide evidence that they have been returned, whichever occurs first.

Refund Processing & Timeline

What Gets Refunded

• Product Cost: Where a statutory cancellation right applies, the applicable purchase price will normally be refunded.
• Original Delivery: Where required by law, we will refund the cost of the basic/standard delivery option originally selected. Any additional amount paid for an upgraded delivery service will not necessarily be refundable.
• Return Costs: Where you exercise a statutory cancellation right, you are responsible for the direct cost of returning the goods where we have informed you of this responsibility before the order was placed, unless the goods are faulty, incorrect or another legal rule requires ClearRay Solar to bear the cost.
• B2B Return Costs: Business customers are responsible for applicable return, collection and transportation costs in accordance with the contractual terms applicable to their order.
• VAT: VAT included in the refundable purchase price will be refunded where applicable.

Important: Deductions for Loss of Value

Where you exercise a statutory cancellation right, you may inspect and handle goods only to the extent reasonably necessary to establish their nature, characteristics and functioning.

If you handle or use goods beyond what is reasonably necessary and this results in a reduction in their value, ClearRay Solar reserves the right to make a deduction from the refund reflecting the actual loss in value caused by that handling or use, where permitted by law.

This may include, where applicable, costs arising from damage, installation, attempted installation, missing components, excessive handling, contamination, marking, or other deterioration caused after delivery.

Any deduction will be based on the actual reduction in value attributable to the relevant condition or handling and will not be imposed solely because a supplier or third party has charged ClearRay Solar a fee.

Refund Timeline

Refund Method

• Original Payment Method: Refunds will normally be made using the same payment method used for the original purchase.
• Bank Transfers: Processing times may vary between banks.
• Credit/Debit Cards: Processing times may vary between payment providers and banks.
• Permitted Deductions: Where applicable, lawful deductions for return costs, diminished value or agreed B2B charges may be deducted from the amount refunded.

Shipping Costs & Defective Items

Return Shipping Costs

Defective Items

If your product arrives defective, damaged or does not conform to the contract:

• Report Promptly: Please notify us as soon as reasonably possible with details and photographs where appropriate so that we can investigate and resolve the issue efficiently.
• Collection or Prepaid Return: Where appropriate, we will arrange collection or provide suitable return arrangements.
• Replacement or Refund: Depending on the circumstances and your statutory rights, we may offer repair, replacement, price reduction or refund as applicable.
• No Unlawful Return Charge: We will not apply a return or restocking charge where doing so would conflict with your statutory rights.

Restocking Fees & Diminished Value

Consumer Returns

We do not impose an automatic restocking fee on consumers exercising a statutory cancellation right.

Where goods are returned under a statutory cancellation right, you are responsible for taking reasonable care of the goods while they are in your possession.

You may inspect and handle goods only to the extent reasonably necessary to establish their nature, characteristics and functioning. If the goods have been handled or used beyond this and their value has consequently been reduced, ClearRay Solar may deduct the actual reduction in value from the refund where permitted by law.

Examples may include, where applicable:

• Installation or attempted installation
• Damage caused during handling
• Missing components, accessories or documentation
• Physical marking, scratching or contamination
• Activation or use that materially affects resale value
• Damage caused by inadequate return packaging
• Other deterioration caused by handling beyond what is reasonably necessary for inspection

Any deduction will be proportionate to the actual reduction in value and will not be automatically calculated by reference to a fixed percentage or a supplier's return charge.

B2B Restocking Charges

The restrictions above concerning automatic restocking fees apply to consumers exercising statutory cancellation rights. They do not prevent ClearRay Solar from applying contractual commercial return charges to B2B orders where those charges have been agreed or incorporated into the contract before purchase.

Exchanges

Product Exchanges

Need a different size, specification, or model?

• Our Error or Defective Product: Where an exchange is requested due to our error or a defective product, we will cover reasonable return and replacement shipping costs where applicable.
• Different Product: Where a customer simply wants a different product, the original order may need to be returned and a new order placed.
• B2B Orders: Exchanges or changes requested by a business customer are subject to ClearRay Solar's agreement and the commercial terms applicable to the order.
• Price Difference: If purchasing a more expensive replacement, the difference will be payable. Where a lower-priced replacement is agreed, any applicable credit will be processed accordingly.

Exchange Timeline

Exchanges are subject to the applicable statutory rights and any additional voluntary exchange arrangements offered by ClearRay Solar.

Non-Refundable Items & Statutory Exceptions

Certain products may not carry a statutory cancellation right where a specific legal exclusion applies. Where such an exclusion applies, it will be identified before or at the time of purchase where required.

Examples may include:

• Custom or Made-to-Specification Products: Where the statutory cancellation exclusion for goods made to the consumer's specifications applies.
• Personalised Products: Where applicable.
• Sealed Goods: Certain sealed goods may be excluded from cancellation where they are not suitable for return for health protection or hygiene reasons and the seal has been broken, where the statutory requirements are met.
• Other Statutory Exclusions: Products falling within another statutory exclusion from cancellation rights.

Important: Simply describing a product as "clearance", "final sale", "special order", "installed" or "non-refundable" does not by itself remove statutory consumer rights where those rights apply.

Lithium Batteries

Lithium batteries must not be returned without prior authorisation. Due to applicable transport and ADR requirements, special collection arrangements may be required. This does not remove any statutory cancellation or consumer rights that apply.

Solar Panels

Solar panels should be returned using their original pallet and suitable protective packaging wherever reasonably possible. Panels returned without adequate protection may be subject to a deduction for any actual loss in value caused by damage occurring during return transportation where the customer is responsible for that damage.

Bulk Order Returns

For commercial/wholesale orders:

• Contact Us: wholesale@clearraysolar.com for applicable return terms.
• Custom Agreements: Bulk orders may have negotiated return windows, cancellation provisions and applicable charges.
• Pre-Sale Terms: Where different commercial return terms apply, these will be agreed before purchase where applicable.

Tesla Products – B2B Installer Sales & Returns

Tesla Products Are Supplied to Verified Business Customers

Tesla products supplied by ClearRay Solar are restricted to registered businesses and authorised, certified or otherwise approved Tesla installers.

All customers use the same ClearRay Solar ordering process. However, when a Tesla product is ordered, ClearRay Solar carries out an additional verification before the order is fulfilled.

This verification is used to confirm that the purchaser is a legitimate business and meets the applicable Tesla installer requirements.

ClearRay Solar does not sell Tesla products as ordinary consumer purchases for personal or domestic use.

If the purchaser cannot satisfy the required business or Tesla installer verification, ClearRay Solar reserves the right to cancel the order and provide an appropriate refund.

B2B Status of Tesla Orders

Where a Tesla order is accepted following the required business and installer verification, the order is treated as a business-to-business transaction and is subject to the commercial terms applicable to B2B purchases.

By placing and completing a Tesla order that is subsequently verified and accepted by ClearRay Solar, the purchaser confirms that the Tesla product is being purchased in connection with their trade, business or profession and that they are acting as a business customer rather than as a consumer.

B2B Returns and Change-of-Mind Cancellations

Business customers do not generally have the statutory consumer cancellation rights that apply to eligible consumer distance contracts.

A verified business customer does not have an automatic right to cancel or return a Tesla product simply because they have changed their mind, made an ordering error, cancelled a project, over-ordered or no longer require the product.

Any cancellation or return of a Tesla product by a business customer is therefore subject to ClearRay Solar's agreement and the contractual terms applicable to the order.

25% B2B Restocking & Handling Charge

Where ClearRay Solar agrees to accept a return of a Tesla product from a business customer due to change of mind, ordering error, project cancellation, over-ordering or another reason not attributable to ClearRay Solar, a 25% restocking and handling charge will apply.

The 25% restocking charge reflects the commercial costs associated with receiving, inspecting, handling, processing, repackaging, restocking and preparing the product for resale.

The 25% restocking charge applies only to agreed B2B returns of Tesla products and does not apply to consumers exercising statutory cancellation rights.

Return Transportation and Collection Costs

Where a B2B Tesla return is agreed, the business customer is also responsible for the reasonable costs of returning or collecting the product, unless ClearRay Solar agrees otherwise in writing.

Condition of Returned Tesla Products

Any Tesla product accepted for B2B return must be returned in an unused, undamaged and resaleable condition, together with all original packaging, accessories, components, documentation and other items supplied with the product.

Products that have been installed, activated, configured, damaged, modified, or otherwise rendered unsuitable for resale may be refused or may be subject to additional charges reflecting the resulting loss in value, where contractually and legally permissible.

When the 25% Tesla Restocking Charge Does Not Apply

The 25% B2B restocking charge will not apply where the return is required because:

• ClearRay Solar supplied the wrong product;
• The product was defective or damaged before delivery;
• ClearRay Solar materially breached the contract; or
• Another contractual or legal remedy requires ClearRay Solar to bear the cost or provide a refund without such a charge.

Prior Authorisation Required

All Tesla B2B returns require prior written authorisation from ClearRay Solar. Customers must not send Tesla products back without receiving return instructions from our returns team.

Acceptance of a return request does not waive the applicable B2B restocking charge, return transportation costs or any other contractual charges applicable to the order.

Wrong Item or Damaged on Arrival

Wrong Item Received?

• Report Promptly: Please contact us as soon as reasonably possible with your order number and details so we can investigate and resolve the issue efficiently.
• Return: Where appropriate, we will arrange collection or provide suitable return arrangements.
• Resolution: Depending on the circumstances, we may provide a replacement, repair, refund or other appropriate remedy.
• No Unlawful Restocking Fee: No deduction will be made where doing so would conflict with your statutory rights.

Damaged on Arrival?

• Photo Evidence: Take photographs of the outer packaging and damaged items where possible.
• Report: Contact us as soon as reasonably possible with your order number and details.
• Options: Depending on the circumstances and your statutory rights, we will provide an appropriate remedy.

Refund Disputes & Chargebacks

If you have an issue with your order, please contact us first so we can attempt to resolve it quickly.

• We encourage customers to contact us first so we can resolve concerns directly.
• Most issues can be resolved through our support team without the need for a payment dispute.
• Where a payment dispute is raised, we will cooperate with the relevant payment provider and provide appropriate documentation.
• Nothing in this section limits your statutory rights.

Warranty vs. Returns

Different processes apply to different situations:

• Statutory Cancellation: Applies to eligible consumer distance contracts within the applicable cancellation period.
• Consumer Rights: Consumers may have additional statutory rights where goods are faulty, not as described, not of satisfactory quality or otherwise do not conform to the contract.
• Warranty: Manufacturer warranties may provide additional protection for manufacturing defects and functional failures for the period specified by the manufacturer.
• B2B Tesla Returns: Commercial returns of Tesla products are subject to the B2B installer terms set out in this policy and the contractual terms applicable to the order.

See our Terms of Service for additional warranty and contractual terms. Manufacturer warranties vary by product.

Contact Us

Questions About Returns?

• Email: returns@clearraysolar.com

Start a Return

To start a return or exercise a cancellation right, contact our returns team with your order number and details of the products concerned.

Contact our returns team