Return, Refund & Replacement Policy

Effective Date: 29 October 2026

1. Introduction

At Soltrix Energy, we are committed to supplying reliable solar energy products, electrical accessories and professional solar installation services. Customer satisfaction, product quality and transparent business practices are important to us.

This Return, Refund & Replacement Policy explains the conditions under which customers may request a return, replacement or refund for products purchased through our website, by telephone, through WhatsApp or directly from our business.

By placing an order, customers acknowledge that they have had an opportunity to review this policy before completing their purchase. Nothing in this policy limits any rights available to customers under applicable law.

2. Eligible Returns

Customers may request a return within 7 calendar days of receiving a product, subject to the following conditions:

  • The product is unused, uninstalled and in its original condition.

  • The original packaging, accessories, manuals, labels and included components are intact.

  • The customer provides a valid invoice, receipt or order reference.

  • The product has not been damaged through improper handling, installation, misuse or unauthorised modification.

All return requests are subject to inspection and confirmation by Soltrix Energy.

The 7-day return period is a standard request window for eligible change-of-mind returns. It does not remove or shorten any rights or remedies that may apply to defective, incorrectly supplied or misrepresented products under applicable law.

3. Non-Returnable Products and Special Conditions

Certain products may not be eligible for a change-of-mind return, particularly where they have been used, installed, configured, customised or supplied specifically for a customer's project.

Examples include:

  • Installed or commissioned solar inverters, batteries, solar panels and electrical equipment.

  • Custom-manufactured solar structures, made-to-order components and project-specific materials.

  • Products with damaged seals, missing components or signs of unauthorised tampering.

  • Products damaged after delivery due to misuse, incorrect wiring, improper installation or unsuitable operating conditions.

These conditions do not automatically exclude remedies for products that are defective, incorrectly supplied, materially different from the agreed specifications or otherwise covered by applicable consumer-protection law.

Customers should contact us before returning any item.

4. Damaged, Defective or Incorrect Products

Customers should inspect their delivery upon receipt and report visible shipping damage, missing components or incorrect products as soon as reasonably possible.

Please provide:

  • Your order number or purchase invoice.

  • A description of the issue.

  • Clear photographs or videos showing the product and packaging, where available.

  • Delivery documentation, where relevant.

If a product is confirmed to be defective, damaged before delivery, or incorrectly supplied, Soltrix Energy will assess the appropriate remedy. Depending on the circumstances and applicable law, this may include repair, replacement, refund or another appropriate resolution.

Customers should not attempt unauthorised repairs or dismantle electrical equipment before contacting our support team, particularly where doing so could create an electrical safety risk.

5. Refund Policy

A refund may be considered in the following circumstances:

  • An eligible return has been approved.

  • Soltrix Energy cannot supply the product ordered.

  • A product is confirmed to have a defect or material discrepancy for which a refund is an appropriate remedy.

  • An order is cancelled and a refund is due under the agreed terms or applicable law.

  • Another circumstance requires a refund under applicable law.

Where a refund is approved, it will normally be returned through the original payment method where practicable. If that method is unavailable, an alternative method may be agreed with the customer.

Soltrix Energy aims to process approved refunds within 7–14 business days after approval and completion of any required return inspection. Actual bank, payment-provider or transfer processing times may vary.

This processing target does not override any shorter timeframe required by applicable law.

6. Order Cancellation

Customers should contact Soltrix Energy as soon as possible if they wish to cancel an order.

  • Before dispatch: Cancellation may be accepted if the order has not been prepared or committed to a supplier.

  • After dispatch: The customer should contact our team for instructions. Return delivery charges may apply to an eligible change-of-mind return where legally permitted.

  • Custom or project-specific orders: Cancellation may depend on procurement, manufacturing, mobilisation and work already completed. Any proposed charges must be appropriately disclosed and lawful.

  • Orders that cannot be fulfilled: If Soltrix Energy cannot supply an order and no alternative is agreed, any refund due will be processed accordingly.

A blanket refusal of refunds will not apply where a refund is required by law.

7. Solar Installation and EPC Projects

Solar installation and Engineering, Procurement and Construction (EPC) projects involve site visits, system design, procurement, transportation, labour and installation work.

For these projects:

  • The approved quotation and project scope will identify the agreed equipment, services, payment milestones and expected timeline.

  • Cancellation requests will be reviewed against the project stage and the agreed contract.

  • Work already completed, materials already procured and reasonable costs actually incurred may be considered when determining any amount due, subject to the contract and applicable law.

  • If Soltrix Energy fails to deliver an agreed service or supplies a materially non-conforming system, the customer may be entitled to an appropriate remedy under the contract and applicable law.

No cancellation charge or deduction will be imposed where it is prohibited by law.

8. Manufacturer Warranty

Manufacturer warranties are governed by the applicable brand's warranty terms, including the warranty period, exclusions, claim process and authorised service requirements.

Customers should retain their purchase invoice, serial numbers and warranty documents.

Warranty coverage may be affected by unauthorised repairs, incorrect installation, improper electrical connections, physical damage or operation outside the manufacturer's specifications, where those exclusions apply.

Soltrix Energy can assist customers with warranty claims where support is available. The existence of a manufacturer warranty does not exclude any additional rights the customer may have under applicable law.

9. Return Shipping and Inspection

For approved change-of-mind returns, the customer may be responsible for return shipping costs where this has been disclosed in advance and is legally permitted.

Where an item was incorrectly supplied or a qualifying defect or delivery-related problem is confirmed, Soltrix Energy will determine the appropriate shipping arrangement in accordance with the circumstances and applicable law.

Returned products may be inspected to confirm their condition, completeness and eligibility. Inspection will not be used to deny a remedy that the customer is legally entitled to receive.

Customers should not send products back without first obtaining return instructions from our team.

10. How to Request a Return or Refund

Please follow these steps:

  1. Contact Soltrix Energy by email or WhatsApp.

  2. Provide your invoice or order number, product name and reason for the request.

  3. Attach photographs or supporting information where relevant.

  4. Wait for return instructions and confirmation of the next steps.

  5. Package the product securely and follow the approved return procedure.

  6. We will assess the request and communicate the outcome and any applicable remedy.

Contact details

11. Exceptions and Consumer Rights

Each return, refund, replacement or warranty request will be considered on its facts and under the applicable law.

Nothing in this policy is intended to exclude liability for defective products or faulty services where such exclusion is prohibited, or to waive a customer's statutory rights.

Where this policy conflicts with mandatory applicable law, the law will prevail.

12. Policy Updates

Soltrix Energy may update this policy when its products, services or legal requirements change. The latest version will be published on our website with its effective date.

Changes will not remove rights already accrued to customers or retrospectively alter an existing agreement where doing so would be unlawful.

13. Contact Us

For assistance with returns, refunds, replacements, cancellations or warranty claims, please contact our customer support team.

Soltrix Energy β€” Live With Energy.
Reliable solar products. Professional support. Smarter energy solutions.

Website: https://soltrixenergy.pk
Email: thesoltrix@gmail.com
WhatsApp: 03421846366 | 03214562358