Refund, Return & Cancellation Policy

1. Order Cancellations

Before Dispatch

You may cancel any order free of charge before it has been dispatched. Contact us via email at info@solarplanetug.com or call +256 702 616 061 with your order reference number. Cancellations made before dispatch will receive a full refund within 5–10 business days via the original payment method.

After Dispatch

Once an order has been dispatched, it cannot be cancelled. However, you may return the goods under our return policy below.

2. Returns

Eligibility

You may return a product within 14 calendar days of delivery if:

• The product is unused, uninstalled, and in its original packaging.
• All accessories, manuals, and documentation are included.
• The product is not custom-ordered or specially imported for your project.

How to Initiate a Return

1. Contact us at info@solarplanetug.com with your order number, a description of the reason, and photos if applicable.
2. Our team will review your request within 2 business days and provide a Return Authorisation (RA) number.
3. Ship the product back to our Kampala office (or arrange a pickup for bulky items) using the RA number.

Return Shipping Costs

• Defective or incorrect items: Solar Planet bears the full cost of return shipping.
• Change of mind: The customer is responsible for return shipping costs.

3. Refund Processing

Once the returned product is received and inspected at our warehouse:

• Approved refunds will be processed within 5–10 business days to your original payment method (mobile money or bank card via Pesapal).
• If the product shows signs of use, damage, or missing components, we may issue a partial refund or decline the return.
• Refund confirmations will be sent via email.

4. Defective Products & Warranty Claims

If a product arrives damaged or develops a fault within the manufacturer's warranty period:

• Report the issue immediately (within 48 hours for delivery damage) with photos and your order number.
• We will arrange a free replacement or repair under warranty at no cost to you.
• If a direct replacement is unavailable, you will receive a full refund or a credit towards an alternative product of equal or greater value.

5. Installation Services

If you have engaged our installation services and are dissatisfied with the workmanship:

• Contact us within 30 days of commissioning and we will send a technician to inspect and rectify any issues at no additional cost.
• Our 2-year workmanship warranty covers faulty wiring, improper mounting, and commissioning errors.

6. Non-Returnable Items

The following items cannot be returned or refunded:

• Products that have been installed or electrically connected.
• Custom-ordered or specially imported equipment.
• Items returned without a valid RA number.
• Products with physical damage caused by misuse, incorrect installation by a third party, or neglect.

7. Exchanges

We are happy to exchange products for a different model or size. Exchanges follow the same return process outlined above. Any price difference will be charged or refunded accordingly.

8. Contact Us

For any questions about returns, refunds, or warranty claims:

• Email: info@solarplanetug.com
• Phone: +256 702 616 061
• Office: Electrical Plaza / Tourist Hotel Building, Plot 9 Dastur Street Nakasero, P.O. Box 190597, Kampala, Uganda