Trust Solar Wholesale Limited Returns Policy
Damaged products
In the event that the Buyer’s product(s) has been damaged during transit you are required to notify us, in writing, of any such damage within three working days of delivery. Failure to do so will result in your request to return the items being rejected and all goods ordered, as stated on the delivery note, will be deemed to have been delivered and accepted. Risk of damage to or loss of the goods passes to the buyer at the time of delivery.
If a product(s) is found to be damaged upon delivery the delivery note must be duly signed for as ‘Damaged on Arrival’ in the remarks or signature line. This will be primary documentation used to make a claim.
If a product(s) is found to be damaged after the delivery note has been signed, then no claim can be made against the courier or Trust Solar Wholesale Limited in respect of the damaged goods. Please ensure goods are checked thoroughly upon delivery as you are signing to confirm products are in good condition unless otherwise stated.
Where it cannot be shown that goods were damaged in transit, Trust Solar Wholesale Limited provides no guarantee that a damaged product(s) will either be refunded or replaced.
Claims must be submitted via email to [email protected] together with the following:
- Order/shipment number
- Photographic evidence of the product(s)including packaging
- Please note packaging is not covered under the warranty.
Where it can be shown that a product(s) has been damaged in transit Trust Solar Wholesale Limited will make good any damage as soon as it is reasonably practicable under Clause 10.5 under our Terms and Conditions.
Delivery Delays
It is the buyer’s responsibility to ensure that someone will be available at the address given on the order to receive, inspect and sign for the delivery. Deliveries cannot be left at the delivery address unattended or unsigned for.
Any delivery that is attempted but fails because the buyer or his/her representative was not there will be chargeable. A redelivery charge will apply which must be paid for in full prior to redelivery being attempted. If a redelivery is not confirmed and paid for within two working days of the original delivery attempt, the goods will be returned to Trust Solar Wholesale Limited and a restocking fee as set below will apply.
Products incorrect on arrival
If there is any discrepancy between the products on your Invoice and the products that are delivered a claim will need to be submitted via email to [email protected]. Any claim must be made within three working days of delivery if a product is deemed to be missing or incorrect on arrival providing the following information is provided:
- Order/shipment number
- Photographic evidence if the items including packaging
- Please note packaging is not under the warranty.
In accordance with Clauses 10.5 & 10.6 of our terms and conditions, Trust Solar Wholesale Limited will make good any shortages as soon as it is reasonable to do so and cannot be held responsible or liable for any loss associated with such delays.
A full investigation will be carried out and if Trust Solar Wholesale Limited has made an error, the correct goods will be delivered as soon as it is reasonably practicable. Trust Solar Wholesale Limited will, arrange to collect the incorrect goods, though this must be within seven days of the replacement products being delivered. Where replacement products have not been ordered no refund will be made until goods are returned to Trust Solar Wholesale Limited. Where the products match those listed on the Buyer’s Invoice, it is deemed that Trust Solar Wholesale Limited have delivered the order as expected. If products are not checked and are installed, only to then be found to be incorrect, a return will not be accepted.
Unwanted products post-dispatch
A buyer is eligible for a 75% credit of the products value for all re-saleable items including VAT. Courier charges incurred as a result of returning products to Trust Solar Wholesale Limited will not be refunded.
All customers have a ‘Right of Retraction’ 14 working day returns guarantee. Customers can return any product purchased directly from our warehouse as long as the product is in it’s original condition and in unopened packaging in accordance with Clause 11.3 of our Terms and Conditions.
All returns must be made to Trust Solar Wholesale Limited, Unit 1 Phoenix Park, Parkwood Industrial Estate, Coldred Rd, Maidstone, Kent, ME15 9XN during usual business hours 8am to 5pm Monday to Friday.