Refund & Return Policy
Effective Date: January 1, 2026
Merchant of Record & Logistics Operator: Europe Solar Market
Territorial Scope: European Union (EU), European Economic Area (EEA), EFTA Member States, and Global Export Destinations
1. Overview & Policy Scope
This Refund & Return Policy applies to all purchases of photovoltaic (PV) modules, hybrid/string inverters, high-voltage/low-voltage battery energy storage systems (BESS), EV charging stations, and balance-of-system (BOS) hardware placed on Europe Solar Market (europesolarmarket.com).
Because Europe Solar Market serves both commercial trade clients and retail end-consumers across international borders, distinct return terms apply depending on whether an order is classified as a B2B Commercial Purchase or a B2C Consumer Purchase.
2. B2C Consumer Right of Withdrawal (14-Day Cooling-Off Period)
In accordance with the EU Consumer Rights Directive (2011/83/EU) and Directive (EU) 2023/2673, non-commercial retail buyers (“B2C Consumers”) residing in the EU/EEA have the statutory right to cancel and return their purchase without providing a reason within 14 calendar days..
3. B2B Commercial Orders (EPCs, Installers & Wholesale)
Commercial orders placed by registered companies, installers, EPC contractors, or trade accounts (“B2B Buyers”) are binding commercial transactions governed by EU commercial contract law.
No Automatic Right of Return: B2B commercial orders do not hold a statutory 14-day cooling-off period.
Discretionary Restocking Approvals: Europe Solar Market may, at its sole discretion, approve a return request for standard stocked items. Approved B2B returns are subject to:
A standard 15% Restocking & Administrative Fee deducted from the final credit note.
The Buyer paying all original and return freight shipping costs.
The hardware arriving at our distribution hub fully sealed, unopened, and in pristine reselling condition within 14 business days of return authorization.
Non-Returnable B2B Items: Custom-manufactured mounting structures, special-order high-voltage commercial container batteries, factory-cut cables, and direct container-load factory dispatches cannot be returned or canceled once in transit.
4. Transit Damage, Freight Claims & Inspection Protocols
Because solar hardware consists of sensitive glass, electronic components, and heavy batteries, strict freight inspection procedures apply to protect transit insurance claims:
⚠️ MANDATORY ARRIVAL INSPECTION
Upon freight delivery, the receiving party must visually inspect all pallets, crates, and packaging before signing the carrier’s Bill of Lading / CMR Consignment Note.
A. Documenting Visual Damage
If a pallet arrives crushed, shrink-wrapping is torn, or solar glass appears shattered, you must explicitly note the damage on the driver’s CMR form (e.g., “Pallet damaged, box crushed, micro-cracks suspected”).
Take clear photographs and high-resolution videos of the outer pallet, carrier tracking tags, and damaged components immediately.
B. Reporting Timelines
Transit Damage Claims: Must be submitted to
shipping@europesolarmarket.comwithin 48 hours of delivery.Failure to Record Damage: Signing a freight CMR clean without noting visible external damage waives carrier transit liability and may result in the rejection of shipping damage claims.
5. Refunds & Payment Settlement
A. Processing Timelines
Once returned hardware is received at our European distribution center and undergoes serial number verification and technical testing, refunds are issued within 14 calendar days.
B. Refund Methods
Refunds are credited back using the original payment method used during purchase (e.g., SEPA wire refund, credit card refund, or account trade credit).
C. Included Shipping Fees (B2C)
For valid B2C consumer returns under the statutory withdrawal period, Europe Solar Market will refund the purchase price plus the standard outbound shipping charge. Express or custom freight surcharges beyond standard delivery are non-refundable.
6. Warranty Claims & Defective Hardware (RMA Workflow)
If equipment develops a technical fault during operation, it is governed by original manufacturer warranties and statutory EU conformity guarantees:
RMA Request: Contact our technical support team at
support@europesolarmarket.comwith your order number, equipment serial number, error codes, and installer diagnostic logs.Technical Diagnosis: Our engineers work directly with manufacturer service teams to verify firmware settings, inverter fault logs, or battery BMS alarms.
Repair or Replacement: If hardware is confirmed defective, Europe Solar Market coordinates return logistics, factory replacement units, or warranty credit notes pursuant to the manufacturer’s official warranty terms.
7. Contact Information
For return authorizations, freight claims, or refund status updates:
Email: info@europesolarmarket.com
