Returns of products
Returns of defective, damaged or incorrect products or exercising the right of withdrawal
Once you have received your order, you can cancel your purchase, as long as the product has not been used, has its original packaging and corresponding manuals, as well as all its original accessories or promotional gifts if any within 14 calendar days of receipt of your order.
You can download the withdrawal form here
Shipping of the returned product shall be at the expense of the customer unless the product is defective, damaged or incorrect. In addition, if the option of picking up the product at home is chosen, the costs of the pick-up itself will be borne by the customer.
In order for the conditions of the return to be given, it is essential that you have checked very carefully the condition of the pallet or package received, before signing the carrier's bill of lading; and if possible of each of the panels if this is the case. If you notice any apparent damage to the product itself or to its packaging, whatever it may be, state it explicitly on the package leaflet that will be presented to you by the carrier for your signature and take a photo to keep a copy. Also take pictures of the damage, if any. If for any reason you are unable to review it, sign the prospectus pending review. It is vital to make any claim within the first 24 hours of the date of delivery. Once this period has elapsed, the insurance does not cover the possible damages, which must be borne by the customer.
Shipping address for returns:
Att: SOLAR SUPPLIES
Contact telephone number: +34 951 87 00 19
The address: CALLE DE LA ARTESANÍA 7, INDUSTRIAL AREA LOURDES – NAVE 13-B 29100 COÍN (MALAGA)
We remind you that by exercising your right of withdrawal, the money paid for the product (s) purchased will be refunded less the delivery costs. Similarly, if you choose if you have the option of picking up the product at your home, the cost of the pick-up itself will also be borne by the customer.
Articles must be accompanied by their original packaging. In this respect, the return of products which have been tampered with in their original form or electronic configuration shall not be accepted.
In the case of products requiring their opening and use in order to be able to know if they function properly, the Provider shall, in order to accept their return, require that the product to be returned is in perfect condition and also, having all its elements, packaging and packaging. It shall also ensure that:
(a) has not been misused or neglected, handled improperly or recklessly and subjected to abnormal or harmful conditions.
(b) it has not been involved in any accident or damaged in attempting to repair or modify it.
(c) has not been used contrary to the manufacturer's instructions for use.
(d) it has not been damaged by natural wear and tear after receipt.
If the product does not meet any of the above requirements, we may decide, at our discretion, not to repair or replace the product or to refund the amount paid and/or we may ask you to reimburse all transport and repair costs incurred at current standard rates.
To make such a refund, we may charge the fees mentioned on your credit or debit card or use the payment details provided when placing the Order.
In the event of a defective product, the Provider shall, as appropriate and always on the basis of the manufacturer's warranty instructions, repair, replacement, price reduction or termination of the contract, which shall be free of charge for the consumer and user, except for the costs of return.
If the product or its packaging has been damaged or is not in its original condition of shipment, the value of the article shall be depreciated. This provision is without prejudice to the rights of the consumer under existing legislation.
In cases where you consider that at the time of delivery the product does not conform to the terms of the Contract or is incorrect, you must contact us immediately via our contact form, providing the product details and the circumstances of the incident, or by calling +34 951 87 00 19 in our customer service hours listed above or under Customer Service.
Once the refund application has been examined and the necessary checks have been carried out, after confirmation by e-mail, the product will be collected at the place of delivery. We will carefully examine the returned product and notify you by e-mail within a reasonable time if it should be returned or replaced (if applicable).
The return or replacement of the item shall be made as soon as possible and in any case within 14 calendar days from the date on which we send you an e-mail confirming that the non-conforming item is to be returned or replaced. The amounts paid for products which are returned because of a proven defect will be reimbursed in full, including the delivery costs incurred in delivering the item.
The refund shall be made using the same means of payment used to pay for the purchase. The rights recognised by the legislation in force are safeguarded. The exchange of one article for another is not permitted, in which case it must be returned and a new purchase made.
If you have received an erroneous order, please call Customer Service on +34 951 87 00 19 or email us at info@suministrosdelsol.com. We'll be happy to assist you in correcting the mistake.