At Zenevista, we aim to provide high-quality solar energy products and ensure customer satisfaction. If you receive a damaged or faulty item, or if you're not entirely satisfied with your purchase, you can return it following the procedures outlined below.

Damaged & Faulty Item Procedure

If an item develops a fault within its warranty period from the date of receipt, you must inform us before returning it. We will then guide you through the returns procedure.

1. Reporting the Issue: Contact our customer service team with details of the issue, and we will inform you of the steps to return the item.
2. Evidence Collection: We may request photographic evidence and serial numbers to be emailed to us to expedite the replacement or refund process.
3. Exclusions: We are not responsible for any labour charges incurred during the fitment or removal of allegedly faulty parts. Additionally, we cannot be held responsible for items that are damaged due to normal wear and tear.
4. Manufacturer Referral: Depending on the terms and conditions of the specific manufacturer, we may refer you directly to them for warranty-related issues.
5. Returns Number: We will issue you a returns number, which must be printed and placed inside the sealed parcel with the item(s).
6. Collection: We will organise the collection of your goods with a suitable courier.
7. Testing and Replacement: All goods are tested upon return, with replacement items sent out if the original items are confirmed faulty.
8. Refund Processing: If a refund is required instead of a replacement, it will be processed once the goods have been returned and confirmed faulty. If no fault is found, we reserve the right to recover delivery costs, fees, and expenses from you.

Return Instructions for Non-Faulty/Unwanted Items

Goods that prove unsuitable may be returned for a refund, credit note, or exchange within 14 days of receipt. Faulty or damaged goods must be returned within 14 days of receipt. Please note the following conditions:

1. Contact Us for Authorisation: Obtain returns authorisation from us by contacting our customer service team and receiving a unique returns number before returning goods.
2. Original Packaging: Place the item back into its original packaging, with the provided returns documentation enclosed inside.
3. Carriage Paid by You: Return shipping costs are the responsibility of the customer unless the return is due to a fault or our error.
4. Labour Costs: We are not responsible for any labour charges incurred during fitment or removal of allegedly faulty or incorrectly supplied parts.
5. Proof of Posting: We cannot accept responsibility for undelivered returned parcels. Please obtain proof of posting and adequate insurance for loss or damage.
6. Re-saleable Condition: Items must be returned in their original, unused, re-saleable condition, unmarked, and in complete, undamaged original packaging.
7. Restocking/Collection Fee: Due to the nature of our products being shipped directly from our suppliers' warehouses, restocking fees may apply. Contact us ahead of your purchase for accurate handling costs.
8. Refund Timing: Refunds will be processed within 14 days of receiving the returned goods.

Legal Obligation

You have a legal obligation to take reasonable care of the products while they are in your possession. Failure to comply with this obligation may result in us claiming compensation from you.

If you have any questions about our return policy, please don't hesitate to contact us. We are here to assist you with any concerns you may have.