Policy
Shipping, Returns and Refunds
solarsupplier.eu
Seller: Giampiero Mario Coronella (sole proprietorship) — Via dei Giardini 10, 81100 Caserta (CE), Italy — VAT number IT04951440611
This page supplements our [General Terms and Conditions of Sale] and applies to all orders placed on solarsupplier.eu. This website is reserved for professional customers (businesses, installers, resellers) holding a VAT number; as it is not intended for private consumers, the right of withdrawal for online purchases provided under the Italian Consumer Code does not apply.
1. Shipping
1.1 Delivery terms Unless otherwise agreed in writing, goods are delivered ex-works from the Seller’s warehouse (EXW – Incoterms). Transport, insurance during transport, and unloading at the Customer’s premises are at the Customer’s expense and risk, unless the Seller arranges transport on the Customer’s behalf as an additional service.
1.2 Delivery times Times indicated when ordering or in the order confirmation are indicative and only begin once payment is confirmed (where required) and all data needed for shipment has been received. Delays due to supplier or carrier availability, or force majeure, do not entitle the Customer to compensation (see Article 4 of the General Terms and Conditions).
1.3 Partial shipments For orders with multiple items, the Seller may make partial deliveries, for example when one product has a different lead time from the others.
1.4 Inspection upon delivery The Customer must check, upon delivery, the integrity of the packaging and that the goods received match the order, and must immediately report any visible damage to the packaging to the carrier, noting it on the delivery note before signing for acceptance.
1.5 Shipping costs Where borne by the Customer, shipping costs are shown during checkout before the purchase is confirmed. For large-volume or palletised orders (e.g. solar panels, batteries) costs are provided on request or via a dedicated quote, given the variability based on weight, volume and destination.
1.6 International shipments For deliveries outside Italy, any customs duties, local taxes, or import charges are borne by the Customer, unless otherwise agreed in writing.
2. Returns and RMA
We distinguish between a Return (the Customer no longer needs the item, e.g. a project didn’t go as planned) and an RMA (the item is defective or non-conforming). Conditions differ depending on the case.
2.1 Voluntary return (within 14 business days) If an order is no longer needed (e.g. project changed, quantity error), the Customer may request a return within 14 business days of the delivery date by writing to info@solarsupplier.eu with the order number, the items concerned, and the reason for the request. After this period, a voluntary return is no longer possible: only the RMA procedure for defects remains available (Article 2.2).
2.2 RMA for defective products If a product is defective or non-conforming, the Customer may open an RMA request by writing to info@solarsupplier.eu, indicating the order number, the product, a clear description of the issue, and photos. RMA requests are not subject to the 14-day limit, while the manufacturer’s warranty terms remain applicable (see Article 7 of the General Terms and Conditions).
2.3 Prior authorisation required For both returns and RMAs, no return shipment is accepted without the Seller’s prior written authorisation. We respond to requests within 3 business days.
2.4 Photo of the package is mandatory To avoid damage during return transport, the product must be properly packed (see our “Return Packing Instructions” guide) and the Customer must attach a photo of the package ready for shipment to the request before handing it to the carrier. Without the photo, the request will not be processed.
2.5 Condition of returned goods Except in the case of a defective product, returned goods must be: not installed, not tampered with, in their original, undamaged packaging, complete with all accessories, manuals and protective packaging. Do not write, label, or sign directly on the original packaging of products (particularly inverters, wallboxes and panels): compromised packaging may result in the return being refused or a deduction from the refund amount.
2.6 Items excluded from voluntary returns The following items are not accepted for voluntary return (Article 2.1), while remaining covered by warranty in case of an actual defect (Article 2.2 – RMA): – products ordered to the Customer’s specific request and not normally kept in stock; – separately purchased custom configurations (e.g. cables or accessories configured to order for a wallbox); – warranty extensions; – items from clearance/outlet stock; – obsolete or discontinued items; – batteries and energy storage systems (any product whose datasheet lists a capacity in kWh); – original packaging of inverters, wallboxes and similar items, if written on, labelled, or tampered with.
2.7 Return shipping costs For voluntary returns (Article 2.1), transport is at the Customer’s expense; the exact cost is calculated case by case based on the overall value/weight/volume of the shipment and communicated by the Seller before the return is confirmed. For an RMA due to a defect or error attributable to the Seller, transport costs are borne by the Seller.
2.8 Damage during return transport If a product arrives damaged due to inadequate packaging by the Customer, the Seller will charge the corresponding costs or deduct them from the refund.
3. Refunds and replacements
3.1 Return inspection Once the returned goods are received (where authorised), the Seller inspects the product’s condition within a reasonable time, typically 5-10 business days.
3.2 Outcome Depending on the outcome of the inspection, the Seller, at its discretion and depending on the case, will proceed with: – replacement of the product with an equivalent one; – a refund of the amount paid for the product (excluding any transport costs already incurred, except where the return is due to an error or defect attributable to the Seller); – repair via the original manufacturer/supplier, where covered by the manufacturer’s warranty (see Article 7 of the General Terms and Conditions).
3.3 Refund method Refunds are made by bank transfer to the same account used for payment, or via a credit note to be offset against future orders, at the Customer’s choice where possible, within 14 days of confirmation of a positive inspection outcome.
3.4 Non-compliant returned goods If the returned goods do not meet the conditions of Article 2.5 (e.g. installed, tampered with, incomplete, packaging written on or tampered with) and the return does not fall within the cases of defect or error attributable to the Seller, the Seller reserves the right to refuse the return or apply a deduction from the refund amount, after informing the Customer in advance.
3.5 Orders cancelled before shipment Requests to cancel an order before shipment should be sent to info@solarsupplier.eu. If the order has not yet been shipped or committed/reserved with the supplier, the Seller will refund the full amount paid. For orders already committed with the supplier, a penalty equal to the costs already incurred by the Seller may apply.
4. Made-to-order or custom-configured products
For products ordered at the Customer’s specific request (e.g. custom configurations, quantities imported on request, PV Floor modules for specific projects), no return or refund is available, except in the case of a defect or non-conformity, given the non-standard nature of the supply.
5. Contact
For any request relating to shipping, returns or refunds:
Giampiero Mario Coronella Via dei Giardini 10, 81100 Caserta (CE), Italy VAT number: IT04951440611 E-mail: info@solarsupplier.eu
This page supplements and does not replace the [General Terms and Conditions of Sale] of solarsupplier.eu, which remain the reference document for all contractual matters.
