Return & Refund Policy
If you changed your mind about an online purchase, follow the withdrawal steps below. If we sent the wrong item, your order arrived damaged or your equipment is faulty, see “Wrong, damaged or faulty goods” instead.
1. Tell us within 14 calendar days
If you bought as a consumer (an individual acting outside your trade or profession), you may withdraw without giving a reason. For goods, the 14-day period starts when you or someone you designated, other than the carrier, receives the goods. If items from one order arrive separately, count from receipt of the last item. For goods delivered in several parts, count from receipt of the last part. For a service, count from the date the contract was made.
Email contact@solartech.eu, call +40 765 363 433 or write to the address below. Tell us clearly that you wish to withdraw and identify the goods. An order number helps us find your purchase. Sending notice before the deadline is sufficient; you do not need our prior approval. You may use the optional model withdrawal form in our Terms & Conditions.
2. Send the goods back
Send the goods back within 14 calendar days after notifying us. Keep your proof of dispatch. The return address is:
Track Webservice Soft SRL (SolarTech)
DN1 București–Ploiești nr. 359A
107055 Bărcănești, Prahova
Romania
Pack the goods securely and include the supplied accessories and any promotional gift that came with the returned item. Original packaging is recommended, but opening the box or no longer having it is not by itself a reason to refuse withdrawal. You may inspect the goods to establish their nature, characteristics and functioning. If handling beyond what was necessary has reduced their value, we will explain and justify any deduction.
For a change-of-mind return, you pay the direct return shipping cost if we informed you of this before purchase and did not agree to cover it. For goods that cannot normally be returned by post, such as pallets of panels or large batteries, you must be given the cost or an estimate before ordering. Contact us for safe transport instructions, especially for lithium batteries. Do not send a damaged battery by ordinary parcel service.
3. When and how we refund you
If you withdraw from the entire order, we refund the price paid and the cost of our least expensive standard outward delivery option. If you selected a premium delivery service, the extra charge is not refundable.
We refund you without undue delay and within 14 calendar days from the day you notify us. Unless we offered to collect the goods, we may withhold the refund until we receive the goods or proof that you sent them back, whichever comes first. We use your original payment method unless you expressly agree to another method. You will not incur a refund fee.
4. Exceptions and business purchases
Examples of statutory exceptions include goods genuinely made to your specifications or clearly personalised, such as cable cut to your requested length, and goods inseparably mixed with other items after delivery. A fully performed service may also be exempt where the required prior express consent and acknowledgement were given. A sale price does not by itself remove your withdrawal right. Special transport requirements for a battery do not by themselves remove that right either.
The statutory consumer withdrawal right does not apply to business purchases. If you bought for your business and wish to return a conforming item, contact us to discuss whether a return can be agreed before dispatch.
5. Wrong, damaged or faulty goods
Contact contact@solartech.eu with the order reference, what you received and what went wrong. If available, include photos, the model or serial number and any error message. If damage is visible at delivery, you may note it on the delivery document or ask the carrier for a report. Signing for a parcel does not prevent you from reporting concealed damage, missing items or a fault discovered later.
A consumer claim about non-conforming goods is separate from a change-of-mind return and is not limited to the 14-day withdrawal period. SolarTech covers the necessary transport costs for correcting an incorrect delivery or remedying a covered defect for a consumer. Contact us for collection instructions. For available remedies, commercial warranty arrangements and business purchases, see our Terms & Conditions. Your mandatory consumer rights remain unaffected.
For defective, damaged, or incorrectly supplied products, return shipping costs will be handled in accordance with applicable consumer protection legislation.
8. Refunds
Once your returned products have been received and inspected, we will notify you of the return assessment and any applicable deduction for diminished value.
For consumers exercising their statutory right of withdrawal, refunds will be processed without undue delay and no later than 14 calendar days after we are informed of the withdrawal decision.
However, we may withhold the refund until we have received the returned products or until you have provided evidence of having sent them back, whichever occurs first.
Refunds will be issued using the same payment method used for the original transaction, unless you expressly agree to another method.
Where applicable, the refund will include the original standard delivery charges. Additional costs resulting from your choice of a more expensive delivery method are not refundable.
Any lawful deduction for diminished product value will be communicated and substantiated.
Please note that your bank or payment provider may require additional time to process the transaction.
For questions regarding your refund, please contact:
Contact Information
For any questions regarding returns, exchanges, or refunds, please contact:
SolarTech Europe
Email: contact@solartech.eu
Return address: DN1 București–Ploiești, 359A, Bărcănești, Prahova, 107055, Romania