Shipping Policy
Contents
1. Order Processing
All orders placed before 2:00 PM (GMT) on a working day are processed the same day. Orders placed after this time, or on weekends and bank holidays, are processed the next working day.
You will receive an email confirmation as soon as your order has been received, and a second email with tracking details once it has been dispatched from our warehouse.
Same-Day Dispatch
Orders placed before 2:00 PM (GMT) on a working day are normally dispatched the same working day, subject to payment authorisation, stock availability, and successful fraud screening.
While we make every effort to dispatch qualifying orders on the same day, this is a target rather than a guaranteed service.
Stock availability: We hold the majority of our product range in stock for immediate dispatch. Stock levels are updated regularly but, on rare occasions, may change before an order is processed.
If an item becomes unavailable after your order is placed, we will contact you as soon as possible to discuss the available options, which may include waiting for replenishment, selecting an alternative product, or receiving a refund for the unavailable item.
Multiple Shipments
Orders containing multiple products may be dispatched in separate consignments using different courier or pallet networks depending on the size, weight, manufacturer, or warehouse location of the items.
This means your order may arrive over multiple deliveries, even though all items were ordered together. Tracking information will be provided where available.
Please check all deliveries against your dispatch confirmation before reporting any missing items.
2. Delivery Times & Carriers
We work with trusted UK and Ireland courier and pallet networks to make sure your order arrives safely and on time. Estimated delivery windows from dispatch:
| Destination | Service | Estimated Delivery |
|---|---|---|
| UK Mainland | Standard parcel / pallet | 1–2 working days |
| UK Highlands & Islands | Extended network | 1–2 working days |
Delivery times are estimates only and are not guaranteed. Adverse weather, carrier delays, and remote delivery addresses may extend these windows.
3. Shipping Rates
Shipping is calculated automatically at checkout based on weight, volume, and delivery address.
The exact shipping cost for your order will be shown before payment is taken.
Stock Availability & Part Orders
Where possible, we aim to dispatch complete orders together.
If part of your order is temporarily unavailable, we may:
- hold the order until all items are available;
- dispatch available items first and send the remainder separately; or
- contact you to discuss the most suitable option.
Additional delivery charges may apply where a customer specifically requests split deliveries.
4. Bulk & Pallet Deliveries
Orders containing solar panels or multiple inverters are typically shipped on a pallet by a dedicated freight carrier. Please note:
- Pallet deliveries are kerbside only. The driver is not obliged to carry items beyond the kerb or up driveways.
- You must ensure that someone is available to receive and inspect the delivery during the booked time slot.
- Adequate access for an HGV is required. If access is restricted, please tell us at the time of order so we can arrange a smaller vehicle (additional charges may apply).
- Tail-lift unloading is included as standard on all pallet deliveries.
Delivery Access
Our pallet deliveries are typically carried using vehicles ranging from 7.5-tonne lorries to articulated HGVs.
If your delivery address has restricted access, including narrow roads, low bridges, weight limits, steep gradients, or limited turning space, you must inform us before placing your order.
Where a failed delivery occurs due to undisclosed access restrictions, additional delivery or re-delivery charges may apply.
Failed Deliveries
If no one is available to receive the delivery, or the delivery cannot be completed due to access restrictions or incorrect delivery information, the carrier may charge re-delivery or storage fees. These charges may be passed on to the customer where applicable.
Remote Delivery Areas
Deliveries to the Scottish Highlands, Scottish Islands, Northern Ireland, Isle of Wight, Isle of Man and other offshore or remote locations may require additional delivery charges or extended delivery times. Where applicable, any additional charges will be confirmed before dispatch.
Installer tip: If you are scheduling an installation, allow at least 1 working day of buffer between the expected delivery date and your install date in case of carrier delays.
5. Tracking Your Order
Once your order has been dispatched, you will receive an email containing a tracking number and a direct link to the carrier's tracking portal. For pallet deliveries, the carrier will typically contact you by phone or SMS to book a delivery slot.
If you have not received tracking information within 2 working days of placing your order, please contact us.
Delivery Delays
Delivery dates provided by ClearRay Solar and our delivery partners are estimates only.
While we work closely with our courier and pallet networks to minimise delays, we cannot accept liability for delays caused by weather conditions, traffic incidents, industrial action, customs procedures, network disruption, or other circumstances outside our reasonable control.
Order Acceptance
An order confirmation email confirms that we have received your order request but does not constitute acceptance of the order.
We reserve the right to cancel or refuse an order prior to dispatch where pricing errors, stock discrepancies, payment verification issues, or other exceptional circumstances arise. Where this occurs, any payment received will be refunded in full.
Refused Deliveries
If a delivery is refused without prior agreement, or returned to us after failed delivery attempts, any costs incurred by the courier or pallet network, including return carriage and storage charges, may be deducted from any applicable refund.
6. Damaged, Lost or Missing Items
All goods should be inspected as soon as reasonably possible following delivery.
Any shortages, visible damage or transit damage should be reported within the timeframes specified below. Failure to notify us within these periods may prevent us from pursuing a successful claim with the carrier.
Visible damage on arrival
- Inspect the goods before signing for the delivery.
- If you can see damage, sign for the delivery as "damaged" on the carrier's POD (proof of delivery) and take clear photographs of the packaging and the damaged items.
- Email the photos and your order number to us within 48 hours of delivery so we can raise a claim with the carrier and arrange a replacement.
Concealed damage
If damage is only visible after unpacking, please notify us within 72 hours of receipt with photographs of both the product and the outer packaging. Claims raised after this window may not be accepted by the carrier.
Missing or lost shipments
If your tracking shows the order as delivered but you have not received it, please contact us within 7 days. We will open an investigation with the carrier, which can take up to 14 working days to resolve.
7. International Shipping
We ONLY ship to addresses in the United Kingdom For enquiries about deliveries to other European destinations or commercial export orders, please contact our trade team for a tailored quote.
8. Contact Us
If you have any questions about this Shipping Policy, the status of an order, or a specific delivery requirement, please reach out to our team. We aim to respond to all enquiries within one working day.
This Shipping Policy was last updated in July 2026 and may be revised from time to time. The version on this page is always the current version.