Returns Policy

Thank you for choosing Zenevista Solar Shop. We are committed to ensuring satisfaction with every purchase. Please review our return and refund guidelines to ensure a smooth process.

1. Return Eligibility & Window

Our return policy lasts 7 days from the date of delivery. Returns are only accepted if:

• The product is unused, in its original packaging, and in the same condition as received.
• All accessories, manuals, and components are included.
• Proof of purchase is provided.

Products not meeting these conditions or missing parts for reasons not due to our error are not eligible for refunds.

2. Non-Returnable Items

The following items are strictly non-returnable:

• Installed solar panels or systems, regardless of the condition after installation.
• Products damaged due to misuse, improper installation, or mishandling by the customer.
• Products that have been custom-built or tailored to your specific requirements.
• Hazardous materials (e.g., solar batteries) unless damaged upon delivery.
• Products purchased during promotional sales or discount events.
• Products with missing or tampered serial numbers, or products returned without original packaging or accessories.

3. Pre-Delivery Inspection

Customers are required to inspect their products upon delivery.

• Check for damage or missing components before signing the delivery note.
• Any issues must be reported within 7 days of delivery. After this window, we will not accept returns for products reported as damaged or defective.

4. How to Initiate a Return

To start a return for a product that does not meet the specifications or arrives damaged/defective:

1. Contact us within 7 days of delivery at 0916 039 4513 or email [email protected], including your order number, product details, and a detailed description of the issue.
2. Attach photographic evidence if the product is damaged or defective.

Please note: Returns sent without prior authorization or without a return authorization number will not be accepted.

5. Return Shipping Costs

5.1. You are responsible for paying the return shipping costs for any product being returned to us.

• Delivery Point Returns (Under 30kg): A forward fee of N1500 will apply.
• Above 30kg: An additional 60% of the delivery fee will apply along with the N1500 forward fee.

5.2. Return shipping costs are non-refundable.

5.3. All returns must be delivered to the designated pickup point, which will be communicated after your return request is approved.

6. Refund Process

Once we receive and inspect your return:

• Our team will respond within 48 hours and provide guidance on how to proceed, including the nearest pickup point for returns. We will notify you of the approval or rejection of your refund.
• If approved, your refund will be processed, and the amount will be credited to your provided bank account within 7 working days.
• Note: Return shipping and handling fees will be deducted from the refund amount.
• If your return does not meet the eligibility criteria, we will notify you, and no refund will be issued.

7. Late or Missing Refunds

If you have not received your refund within 7 working days, please contact us at [email protected].

8. Sale Items

Only regular-priced items may be refunded. Items bought during promotional sales are non-refundable.

9. Exchanges

Zenevista Solar Shop does not offer product exchanges. However, eligible items may still be returned for a refund within the 7-day window.

10. Warranty Claims

All solar products sold by Zenevista Solar Shop come with manufacturer warranties that cover defects in materials or workmanship. For products that are faulty after installation, warranty claims must be made directly with the manufacturer. Zenevista Solar Shop will assist in facilitating the warranty process but will not handle direct returns for installed products.

10.1. If your product develops a fault within the warranty period, contact us at [email protected] with the product details and a description of the issue.

10.2. You will be responsible for all shipping costs associated with warranty claims.

11. Cancellation Policy

11.1. You may cancel your order only if it is still in processing status. Once your order has shipped, cancellations will not be accepted.

11.2. To cancel your order, send an email to [email protected].

11.3. Cancellations made before shipping will be refunded to your account within 10 business days.

12. Key Requirements for Return Eligibility

To reduce unnecessary returns and ensure customer satisfaction, please ensure the following before purchasing:

• Pre-Purchase Consultation: Use our pre-purchase consultation services to ensure the product meets your needs. Once the product is shipped, returns for changes of mind are not accepted.
• Installation and Usage: Ensure the product is installed by qualified professionals to avoid damage that could void warranties and returns.
• Product Inspection: Inspect the product on delivery and before installation. Once installed, returns will no longer be accepted, except for warranty claims.

13. Contact Us

If you have any questions about our returns or exchanges policy, or need assistance with your order, please contact our customer service team:

Customer Service: 0916 039 4513
Email: [email protected]
Administrative Office: 11 Lasisi Akinwale St, Coker, Lagos 101241, Lagos