Refund & Returns Policy
Last updated: [DATE — set when this page is published]
1. Your 14-day right of withdrawal (EU consumers)
If you are a consumer ordering from within the EU, you have the right to withdraw from your order within 14 calendar days of receiving the goods, without giving a reason. To meet the deadline, it is enough to send your withdrawal notice before the 14 days expire.
To withdraw, contact us at support@jewosolar.com with your order number and a clear statement that you wish to withdraw. You then have 14 days to return the goods to us.
2. Condition of returned goods
Goods should be returned unused, in their original packaging where possible, with all accessories and documentation. You are liable for any reduction in value resulting from handling beyond what’s necessary to check the nature and function of the product (for example, a panel that has been mounted and wired in is no longer in “as new” condition).
3. Return shipping costs
[Placeholder — confirm your policy here.] Common approaches: (a) the customer pays return shipping for a straightforward change of mind, or (b) JEWO Solar covers return shipping on defective or mis-shipped items. For large freight items such as panels or pallets of equipment, confirm carrier arrangements with support before shipping anything back, so pickup can be arranged correctly.
4. Refunds
Once we receive the returned goods (or evidence you’ve shipped them, if earlier), we will refund the full order price, including standard delivery charges, within 14 days, using the same payment method you used to pay, unless you agree otherwise. We may withhold the refund until we have received the goods back or you have supplied evidence of return shipment, whichever is earlier.
5. Exceptions to the right of withdrawal
Under EU law, the withdrawal right does not apply to goods made or clearly personalised to your specification (for example, a system custom-cut or configured to your exact roof, if offered as such), or once installation has begun in a way that mixes the goods inseparably with your property. [Confirm which, if any, of our products fall into this exception before launch.]
6. Warranty claims (separate from withdrawal)
A warranty claim is different from the 14-day withdrawal right above: it applies if a product develops a fault or underperforms during its warranty period (for example, the panel performance warranty). To make a warranty claim, contact support with your order number and a description of the issue. This is in addition to your statutory legal guarantee rights as an EU consumer (a minimum 2-year legal guarantee on goods bought as a consumer), which this policy does not limit.
7. Faulty or wrong items
If an item arrives damaged, faulty, or different from what you ordered, contact us as soon as possible with photos where relevant. We will arrange a repair, replacement, or refund as appropriate, at no cost to you, in line with your statutory rights.
8. Business and trade buyers
The 14-day consumer withdrawal right described above applies to purchases made as a consumer. Installers or businesses ordering on trade terms may be subject to separate return terms agreed at the time of the trade order. [Confirm trade-order terms before offering trade pricing.]