Refund policy

Last updated: 28 August 2026

We want you to be confident when purchasing from Solarfy. This policy explains your rights if you change your mind, receive a damaged or incorrect item, or experience a problem with a product.

Nothing in this policy affects your statutory rights.

Changing your mind

If you purchase goods from us online as a consumer, you normally have the right to cancel your order without giving a reason.

The cancellation period expires 14 days after the day on which you, or a person nominated by you, receives the goods.

If a single order is delivered in separate deliveries, the cancellation period normally runs from the day you receive the last item.

To tell us that you wish to cancel, email:

support@solarfy.co.uk

Please include your name, order number and the item or items you wish to return.

You may also use the model cancellation form at the bottom of this policy, although you do not have to use it.

Returning goods after cancellation

After notifying us that you wish to cancel, you must normally return the goods within 14 days.

Please contact us before returning goods so that we can provide the appropriate return instructions, particularly for solar panels, palletised goods or other large or fragile products.

Returns should be sent to:

Solarfy Ltd – Returns
Unit 2, Northside Business Centre
Wellington Street
Birmingham
B18 4NR
United Kingdom

Please do not send large solar panels or palletised products without contacting us first.

Return costs

If you are returning an unwanted product because you have changed your mind, you are responsible for the direct cost of returning the product unless we have expressly agreed otherwise.

For large or fragile goods that cannot reasonably be returned through a normal parcel service, including full-size solar panels, contact us before arranging a return.

Where available, we may help arrange collection. We will tell you the collection cost before the service is booked.

If goods are faulty, damaged, incorrectly supplied or not as described, we will cover reasonable return or collection costs where required by law.

Condition of returned goods

You may inspect goods in the same way that you reasonably could in a shop.

You are responsible for any reduction in value caused by handling the goods beyond what is reasonably necessary to establish their nature, characteristics and functioning.

Examples of handling that may reduce the value of a returned item include:

permanently installing or mounting the product;
drilling or altering mounting components;
cutting cables;
damaging connectors;
removing permanent identification or safety labels;
modifying the product;
damaging the product or packaging through unreasonable handling; or
using the product substantially beyond what is necessary to inspect it.

Where permitted by law, any deduction from your refund will reflect the actual reduction in value caused by such handling.

This does not affect your rights where the product itself is faulty.

Refunds following cancellation

Where you validly cancel an eligible consumer order, we will refund the amount paid for the returned goods.

Where required by law, we will also refund the cost of our standard delivery service.

If you selected a more expensive delivery method, we are not required to refund the additional amount above the cost of our standard delivery option.

We will normally issue the refund within 14 days after:

receiving the returned goods; or
receiving satisfactory evidence that you have returned the goods,

whichever occurs first.

Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed.

Cancelling before dispatch

If your order has not yet been dispatched, contact us as soon as possible at support@solarfy.co.uk.

Where we are able to cancel the order before dispatch, we will refund the amount paid.

If an order has already entered the dispatch process, you may need to receive and return it using the normal returns procedure.

Faulty goods

Goods supplied by Solarfy must meet the standards required by applicable consumer law, including being of satisfactory quality, fit for purpose where applicable and as described.

If you believe a product is faulty, contact:

support@solarfy.co.uk

Please provide your order number and a description of the problem. Photographs or video may help us assess the issue.

Depending on the circumstances and the applicable law, you may be entitled to reject, repair, replacement, price reduction or refund.

Consumers normally have a short-term right to reject faulty goods within 30 days of delivery. Further repair, replacement or refund rights may apply after this period.

Manufacturer warranties are additional to your statutory rights and do not replace them.

Manufacturer warranty claims

Many products sold by Solarfy include a manufacturer warranty.

The applicable warranty period and conditions will be stated on the relevant product page, manufacturer documentation or documentation supplied with the product.

To make a warranty claim, contact:

support@solarfy.co.uk

Please provide where available:

your order number;
product model;
serial number;
description of the fault; and
photographs or video showing the issue.

We may ask you to carry out reasonable troubleshooting or provide further information before arranging a return, repair or replacement.

Manufacturer warranties may contain exclusions relating to matters such as incorrect installation, misuse, accidental damage, unauthorised modification, unsuitable mounting or operation outside the manufacturer's stated specifications.

These exclusions do not remove any statutory rights you have against Solarfy.

Damaged deliveries

Please inspect your order as soon as reasonably possible after delivery.

If a product or its packaging appears damaged, please photograph where possible:

the outer packaging;
shipping label;
internal packaging; and
damaged product.

Contact support@solarfy.co.uk as soon as reasonably possible.

Prompt notification helps us investigate damage with the carrier, but failure to report transit damage within a short voluntary reporting period does not remove your statutory rights.

Missing or incorrect items

If something is missing from your order or you have received the wrong product, contact support@solarfy.co.uk with your order number and details of the issue.

We will investigate and provide an appropriate remedy.

Personalised or specially made products

The statutory right to change your mind may not apply to goods made to your specification or clearly personalised.

This does not affect your rights if the goods are faulty, damaged or not as described.

Business customers

The statutory consumer cancellation rights described above do not normally apply where you are purchasing wholly or mainly for purposes connected with your trade, business, craft or profession.

Any separate trade terms agreed with Solarfy will apply to business purchases where relevant.