Refund Policy
Last Updated: July 25, 2025
At SolarExpress.pk, we strive to ensure complete customer satisfaction. This comprehensive refund policy outlines the circumstances under which refunds are processed and the procedures involved.
1. Refund Eligibility
Standard Refund Conditions
7-day refund window from delivery date with a 10% restocking fee for non-faulty items.
- Item must be in original, unused condition
- Original packaging and all accessories included
- No installation or modification attempts
- Valid proof of purchase required
- Return authorization obtained from our team
Immediate Refund Conditions
Full refund without restocking fee for:
- Damaged items received
- Wrong products delivered
- Manufacturing defects discovered within 7 days
- Significantly different specifications than advertised
- Missing components or accessories
2. Refund Process & Timeline
Step-by-Step Process
- Contact customer service
- Receive return authorization
- Package and ship item
- Quality inspection by our team
- Refund approval and processing
- Refund completion notification
Processing Timeline
- Request Response: 24 hours
- Return Authorization: 1-2 days
- Inspection: 2-3 days
- Refund Processing: 3-7 days
- Bank Transfer: 1-5 days
3. Refund Methods
💳 Credit/Debit Cards
Refund to original payment method within 5-10 business days
📱 Mobile Wallets (JazzCash/Easypaisa)
Direct refund to original account within 3-5 business days
🏦 Bank Transfer
For COD orders or special cases, requires bank account details
💰 Cash on Delivery (COD) Orders
Bank transfer after providing account details and verification
4. Partial Refunds
Partial refunds may apply in the following situations:
- Restocking Fee (10%): For non-faulty returns of unused items
- Return Shipping: Customer bears cost unless item was faulty
- Used Items: Depreciated value based on usage and condition
- Missing Accessories: Cost of missing items deducted
- Damaged Packaging: If original packaging is significantly damaged
5. Non-Refundable Items
Items Not Eligible for Refund:
- Custom-made or personalized products
- Software licenses and digital products
- Consumable items (batteries after first use)
- Items marked as "Final Sale" or "Clearance"
- Products damaged by customer misuse
- Items returned without authorization
- Products returned after 7-day window
- Professional installation services (unless service failure)
6. International Orders
For international customers, additional considerations apply:
- Customer responsible for return shipping costs and customs duties
- Extended processing time due to international logistics
- Currency conversion rates at the time of refund processing
- Compliance with destination country regulations
7. Bulk Order Refunds
For bulk orders (10+ units or orders above PKR 500,000):
- Special refund terms may apply
- Consultation with account manager required
- Possible negotiation of refund percentage
- Extended inspection period for quality verification
8. Dispute Resolution
If you disagree with our refund decision:
- Contact our customer service manager
- Provide additional documentation if required
- Request escalation to senior management
- Utilize third-party mediation if necessary
- Legal recourse as per Pakistani consumer protection laws
9. Refund Tracking
Stay updated on your refund status:
- Email notifications at each stage
- SMS updates for status changes
- Reference number for tracking
- Customer portal access for real-time status
- Direct contact with refund processing team
10. Contact Information
For refund-related queries and assistance:
Refund Support Team
SolarExpress.pk (Private) Limited
Office #24, 2nd Floor, Johar Business Center
Main University Road, Karachi, Pakistan
📞 Refund Hotline: +92 331 6801200
✉️ refunds@solarexpress.pk
💬 WhatsApp: +92 331 6801200
⏰ Support Hours: 9 AM - 6 PM (Monday to Saturday)
📋 Important Reminder
This refund policy works in conjunction with our Return & Exchange Policy and Terms of Service. For complete protection and understanding of your rights, please review all policies. We reserve the right to modify this policy with appropriate notice to customers.