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.

Returns Window & Eligibility

14-Day Return Period

• Start Date: 14 days from the delivery date of your order
• Exceptions: Custom orders, made-to-measure items, and clearance products may have different terms (stated at purchase)
• Returns After 14 Days: Not eligible for refund (items may be accepted as warranty claims if defective)

Consumer Contracts Regulations

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

Trade Customers

Statutory cancellation rights under the Consumer Contracts Regulations apply only to consumers purchasing for private use. Business and trade customers are not entitled to these cancellation rights unless otherwise agreed in writing.

Product Eligibility

Eligible for Returns:

• Unused products in original, undamaged packaging
• All original documentation, accessories, and warranties intact
• No visible signs of damage, tampering, or testing
• Products defective upon delivery (inspect immediately)

NOT Eligible for Returns:

• Products that have been installed or partially used
• Items with missing original packaging or components
• Visible damage or wear beyond normal handling
• Custom or made-to-order items (unless defective)
• Products where packaging has been opened and tampered with
• Clearance or "final sale" items (marked at purchase)

This does not affect your statutory rights under the Consumer Rights Act 2015.

How to Return a Product

Step 1: Request a Return

Within 14 days of delivery, contact us:

• Email: returns@clearraysolar.com
• Include: Order number, product SKU, reason for return, photos of item (if damage)

Step 2: Receive Return Authorization

We aim to respond within one working day with:

• Return authorization (RMA) number
• We will arrange collection or provide a prepaid return label where appropriate
• Return address and instructions

Step 3: Ship the Item Back

• Packaging: Pack securely in original packaging or equivalent protection
• Shipping: Use the arranged collection or prepaid label (if provided) or arrange your own delivery
• Insurance: We recommend tracking and insurance for high-value items
• Timeline: Ship within 14 days of receiving authorization

Return Condition

Returned goods must be adequately packaged to prevent damage during transit. Any damage resulting from insufficient packaging may result in a reduced refund where permitted by law.

Step 4: Inspection & Refund

• Receipt: You'll receive email confirmation when item arrives at our warehouse
• Inspection: We aim to inspect returned goods as quickly as reasonably possible to verify condition and eligibility
• Approval: You'll receive notification of approval or rejection with reason
• Refund Processing: Refunds are normally completed within 7 working days after the returned goods have been inspected and approved

Refund Processing & Timeline

What Gets Refunded

• Original Product Cost: Full purchase price (or sale price if applicable)
• Delivery Costs: Original shipping charges (refunded only if item was defective)
• NOT Refunded: Return shipping costs (customer pays unless item is defective)
• VAT: Included in refund

Refund Timeline

Refund Method

• Original Payment Method: Refunds credited to the card or account used for purchase
• Bank Transfers: 2-5 business days to appear in your account
• Credit/Debit Cards: 5-10 business days (varies by bank)
• Partial Refunds: May be issued if return shipping costs apply

Shipping Costs & Defective Items

Return Shipping Costs

Defective Items

If your product arrives defective or damaged:

• Report Immediately: Please notify us as soon as possible (ideally within 48 hours) with photos so we can raise carrier claims quickly.
• Collection or Prepaid Return: We will arrange collection or provide a prepaid return label where appropriate
• Replacement or Refund: Choose replacement (shipped free) or full refund including original shipping
• No Inspection Fee: Defective items waive restocking fees

Restocking Fees

We do not normally charge restocking fees for eligible returns. However, where returned goods have been handled beyond what is reasonably necessary to establish their nature, characteristics or function, any reduction in value may be deducted from the refund where permitted by law.

This does not affect your statutory rights under the Consumer Rights Act 2015.

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 all reasonable shipping costs
• Different Product: Return original item, place new order separately
• Price Difference: If exchanging for more expensive item, pay the difference; credit applied for less expensive items

Exchange Timeline

Exchanges follow the same 14-day window and inspection process as returns. Allow 2-3 weeks for complete exchange.

Non-Refundable Items

The following items cannot be returned for refund:

• Clearance Items: Marked "Final Sale" or "Clearance" at purchase
• Custom Orders: Made-to-spec, non-standard configurations
• Installed Products: Items that have been installed or integrated
• Used/Damaged: Items showing wear or damage beyond packaging
• Software Licences
• Activated Monitoring Equipment
• Special-Order Products
• Hazardous Goods: Where transport regulations prevent return
• Commercial & Trade Orders: Commercial, trade and bespoke orders may be subject to separate return terms agreed before purchase

Lithium Batteries

Lithium batteries must not be returned without prior authorisation. Due to ADR transport regulations, special collection arrangements may be required.

Solar Panels

Solar panels must be returned on their original pallet and protective packaging wherever possible. Panels returned without suitable protection may not be accepted if damaged in transit.

Bulk Order Returns

For commercial/wholesale orders (multiple units):

• Contact Us: wholesale@clearraysolar.com for specialized return terms
• Custom Agreements: Bulk orders may have negotiated return windows and restocking fees
• Pre-Sale Terms: Return terms agreed before purchase

Wrong Item or Damaged on Arrival

Wrong Item Received?

• Report Promptly: Please contact us as soon as possible with your order number and photos so we can resolve the issue efficiently.
• Free Return: We will arrange collection or provide a prepaid return label where appropriate
• Quick Resolution: Correct item shipped immediately upon return receipt
• No Restocking Fee: This is our error—no fees apply

Damaged on Arrival?

• Photo Evidence: Take photos of outer packaging and damaged items
• File Claim: Submit claim within 48 hours with photos and order number
• Options: Refund or replacement (we cover all shipping)

Refund Disputes & Chargebacks

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

• We encourage customers to contact us first so we can resolve any concerns quickly.
• Most issues can be resolved directly through our support team without delay.
• Where a payment dispute is raised, we will cooperate fully with the payment provider and provide all relevant documentation to assist with their investigation.
• Please try our returns process first—we stand behind our products.

Warranty vs. Returns

Different processes for different situations:

• Returns (14 days): Change of mind, unopened items, immediate defects
• Warranty (varies by product): Manufacturing defects found after 14 days, functional failures

See our Terms of Service for full warranty terms. Manufacturer warranties typically cover 1-10 years depending on the product.

Contact Us

Questions About Returns?

• Email: returns@clearraysolar.com

Start a Return

Ready to return an item? Contact our returns team with your order number and reason for return.