Refund & Cancellation Policy

1. Overview

At PTRAC Energy Solutions, we strive to provide high-quality solar products and services. This Refund & Cancellation Policy outlines the terms and conditions for returning products, canceling services, and processing refunds.

This policy applies to all purchases made through our website, including solar panels, inverters, batteries, accessories, and installation services.

2. Product Returns and Refunds

2.1 Standard Products

For standard solar products including panels, inverters, and accessories:

• Products must be unused and in original packaging
• All accessories and documentation must be included
• Return shipping costs are borne by the customer unless the product is defective
• Items must be returned in resalable condition

2.2 Custom/Made-to-Order Products

For custom solar systems and made-to-order products:

• Cancellation must be requested within 48 hours of order confirmation
• Once production begins, cancellation incurs a 15% processing fee
• Completed custom products are generally non-returnable
• Exception: Defective or damaged products are fully refundable

3. Installation Service Cancellations

3.1 Pre-Installation Cancellation

• Full refund available if cancelled 72+ hours before installation
• 50% refund if cancelled 24-72 hours before installation
• 25% refund if cancelled within 24 hours of installation
• No refund for same-day cancellations

3.2 Post-Installation Cancellation

• System removal and restoration costs will be deducted
• Products must be returned in original condition
• Installation warranty becomes void upon cancellation
• Structural modifications may not be fully reversible

4. Refund Processing Timeline

5. Defective or Damaged Products

For products received in damaged or defective condition:

• Report damage/defect within 48 hours of delivery
• Provide photos and detailed description of issues
• Free return shipping arranged by PTRAC
• Replacement or full refund at customer's choice
• Expedited processing within 5-7 business days

6. Non-Refundable Items

The following items are not eligible for refunds:

• Digital products and software licenses
• Consultation and assessment services
• Products damaged by misuse or negligence
• Items modified or altered after delivery
• Products returned without original packaging
• Maintenance and repair services

7. Refund Methods

Refunds will be processed using the original payment method:

8. How to Request a Refund

To request a refund or cancellation:

1. Contact our customer service team within the applicable time window
2. Provide your order number and reason for return/cancellation
3. Submit photos if returning due to damage or defects
4. Await return authorization and instructions
5. Pack items securely and ship using provided return label
6. Track your return and await refund processing confirmation

9. Warranty vs. Refund

Product warranties are separate from refund policies. Warranty claims do not require returns and are handled through our warranty service process.

• Warranty Period: 20-25 years for solar panels
• Inverter Warranty: 5-12 years depending on model
• Battery Warranty: 5-10 years based on technology
• Installation Warranty: 5 years for workmanship

10. Force Majeure

In case of events beyond our control (natural disasters, government restrictions, etc.), refund processing may be delayed. We will communicate any delays and work to resolve issues as quickly as possible.

11. Policy Changes

This policy may be updated periodically. Changes will be posted on our website with the effective date. Existing orders will be subject to the policy in effect at the time of purchase.