1. Introduction
Phoenix Energis Ltd strives to provide high-quality solar panel and battery storage installations to our customers. We understand that sometimes situations may arise where you need to return products or cancel services. This policy outlines the procedures for returns and cancellations.
2. Returns Policy
Step 1: Eligibility for Returns Products are eligible for return under the following conditions:
- " The product is faulty or damaged upon delivery.
- " The product does not match the description provided at the time of purchase.
- " The product is unused and in its original packaging (for non-installed items).
Step 2: Return Process To initiate a return, please follow these steps:
- Contact Us: Notify us of your intention to return the product within 14 days of receipt by filling in the form within the documentation we sent to you, visiting www.phoenixenergis.com/cancel or emailing info@phoenixenergis.com or calling 0800 86 11 524. Please provide your order number, name and address, details of the product, and the reason for the return.
- Return Authorisation: Our customer service team will provide you with a Return Authorisation Number (RAN) and instructions on how to return the product.
- Return the Product: Send the product back to us at Phoenix Energis Ltd, 66 Deeside Ind Est, Third Avenue, Flintshire CH5 2LA, ensuring it is securely packaged to avoid damage during transit. Include the RAN and a copy of your original receipt.
Step 3: Inspection and Refund Once we receive the returned product, we will:
- Inspect the product to confirm it meets our return criteria.
- Process your refund within 10 working days of receiving the return. Refunds will be issued using the original payment method unless otherwise agreed.
Step 4: Costs
- " If the return is due to a fault or error on our part, we will cover the return shipping costs.
- " If the return is for any other reason, you will be responsible for the return shipping costs.
3. Cancellation Policy
Step 1: Cancellation of Order You can cancel your order under the following conditions:
- " Before Installation: You may cancel your order within 14 days of receipt by filling in the form within the documentation we sent to you and sending it to Phoenix Energis Ltd, 66 Deeside Ind Est, Third Avenue, Flintshire CH5 2LA, visiting www.phoenixenergis.com/cancel or emailing info@phoenixenergis.com or calling 0800 86 11 524. Please provide your order number and reason for cancellation.
- " After Installation: If you wish to cancel after the installation has begun, this will be subject to fees to cover costs incurred. These will be set out once you have requested the cancellation.
Step 2: Cancellation Confirmation Upon receiving your cancellation request, we will:
- Acknowledge receipt of your request within 2 working days.
- Confirm your cancellation and provide details of any applicable charges or refunds.
Step 3: Refund Process
- Before Installation: If you cancel before the installation date, we will issue a full refund within 10 working days.
- After Installation: If you cancel after installation has begun, we will calculate the refund based on the work completed and any materials used. You will receive a refund for the remaining balance within 14 working days.
4. Exceptions and Special Circumstances
In certain cases, exceptions may apply:
- Custom Orders: Custom or specially ordered products may not be eligible for return or cancellation. We will inform you of this at the time of purchase.
- Force Majeure: If unforeseen circumstances (such as natural disasters or significant supply chain disruptions) prevent us from fulfilling your order, we will contact you to discuss your options, including refunds or rescheduling.
5. Contact Us
For any questions or to initiate a return or cancellation, please contact our customer service team:
- Phone: 0800 86 11 524
- Email: info@phoenixenergis.com
- Mail: Phoenix Energis Ltd, 66 Deeside Ind Est, Third Avenue, Flintshire CH5 2LA.
6. Changes to This Policy
Phoenix Energis Ltd reserves the right to update or modify this Returns and Cancellation Policy at any time. Any changes will be posted on our website and will be effective immediately upon posting.
Phoenix Energis Ltd is committed to providing excellent customer service and ensuring your satisfaction with our products and services.