Terms and Conditions for Returns

Background

Secon Solar prides itself on excellent products, customer service and reasonable pricing. We will always endeavour to sort out any problems promptly and efficiently so you as customers can carry out your business effectively.
However, items returned to us take time to process and we are seeing an increasing number. This increased workload ultimately becomes a business overhead that must be reflected in pricing, which we are keen to reduce to a minimum.

Many warranty claims turn out to be perfect working items that have not been correctly commissioned. Other defective items have been damaged by installation issues, such as damaged electronic relays and pumps.  

Warranty issues

All Resol and PAW equipment carries a two-year warranty against manufacturing defects.

If you suspect any item has a manufacturing defect please contact us. We will happily offer a replacement item sent out using a standard invoice for stock control purposes.
The defective item should be returned to us with a brief description of the fault. We will log the return, test the unit and if it is defective return it to our supplier for analysis.

If we find the item is not defective you will be informed by email as to our diagnosis. We will retain the item here to be shipped back with your next order, or if you prefer, send it back immediately subject to you paying carriage costs. The invoice for the replacement item becomes chargeable.

If we find the item is defective we will log the fault and return it to our supplier for diagnosis and repair. Note this process can take 6 to 8 weeks. If our supplier agrees the fault is a warranty issue the replacement item invoice will be credited in full and your costs of return carriage will be credited.
If our supplier agrees the unit has been damaged by installation issues they will repair it and charge us for the repair, or dispose of the item if it cannot be repaired. The invoice for the replacement item becomes chargeable and you will be offered the repaired item for the repair cost – typically with damaged controllers this is about £40 depending on the fault.

Items correctly supplied returned for credit

You may return any unused item for credit within 30 days of the invoice date, provided it is in it’s original packaging, with all items unmarked the carton is intact – i.e. it is in resalable condition. Carriage costs for shipping the item back must be borne by you and we reserve the right to charge a 15% restocking charge. If the item is not resalable we will contact you to discuss either an increased restocking cost or that we cannot accept the unit.
Credit will be offered to your account, or in certain circumstances by cheque.

Items incorrectly supplied

We double-check all orders in the office before we pass them to the warehouse as picking lists. All picking lists are also double checked in the warehouse. However, occasional mistakes do happen and our first priority is to supply you with the correct items, direct to site next day if required. Please bear in mind that some that mixed cartons, e.g. brassware and controllers may have metal items heavily wrapped and these may not be immediately obvious. To reduce carton numbers, we may also double items up – e.g. expansion vessel hoses etc.

Please contact us if you suspect your order is not correct. We will check your order documents straightaway and check with the warehouse if any unusual packing practices have been used, etc. We use various checks for the avoidance of doubt - e.g. comparing our stock level with the database and the consignment weight with the item weight.

If items are missing, but itemised on the original invoice we will ship you them straightaway on delivery note and we will pay carriage costs.