Effective Date: February 26, 2025
1. Introduction
At Water Equation and Solar (“we,” “our,” or “us”), we strive to provide high-quality products and services to our customers. We understand that there may be occasions when you need to return a product. This Refund and Returns Policy outlines the terms and conditions for returning products purchased from us.
2. Return Eligibility
To be eligible for a return, please ensure that:
- The return request is made within 30 days of the purchase date.
- The item is unused, in the same condition as received, and in its original packaging.
- You have the receipt or proof of purchase.
3. Non-Returnable Items
Certain items are exempt from being returned, including:
- Products that have been customized or personalized.
- Items not in their original condition, damaged, or missing parts for reasons not due to our error.
- Any item returned more than 30 days after delivery.
4. Return Process
To initiate a return:
- Contact Us: Email us at info@waterequationsolar.com or call +254 738 344 112 to request a return authorization.
- Return Authorization: Once your return request is approved, we will provide you with a return authorization number and instructions on how to send your item back.
- Shipping: You are responsible for the cost of returning the item. Shipping costs are non-refundable. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.
5. Refunds
Upon receiving and inspecting your return, we will notify you of the approval or rejection of your refund.
- Approved Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 14 days.
- Partial Refunds: In certain situations, only partial refunds are granted (e.g., items not in their original condition, damaged, or missing parts not due to our error).
6. Late or Missing Refunds
If you haven’t received a refund yet:
- Check Your Bank Account: Processing times may vary.
- Contact Your Credit Card Company: It may take some time before your refund is officially posted.
- Contact Your Bank: There is often processing time before a refund is posted.
If you’ve done all of this and still have not received your refund, please contact us at info@waterequationsolar.com.
7. Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, contact us at info@waterequationsolar.com.
8. Contact Information
For questions related to refunds and returns, please contact us at:
- Email: info@waterequationsolar.com
- Phone: +254 738 344 112
By purchasing from us, you acknowledge that you have read and agree to this Refund and Returns Policy.
