Return Policy

Dear valued customers, we appreciate your business and want to inform you about our return policy. Our return policy is stringent due to the strict guidelines imposed by our suppliers and distributors. We, as a company, adhere to their policies to ensure the highest standards of quality and consistency in the products we offer. These guidelines help us maintain the integrity of our supply chain and uphold the trust you place in us. While we understand that this may pose some inconvenience, it allows us to provide you with the best possible products and services. We appreciate your understanding and cooperation as we strive to meet the standards set by our suppliers and distributors to deliver a superior experience for our customers. If you have any questions or concerns regarding our return policy, please do not hesitate to reach out to our customer service team who will be happy to assist you.

Retrun Policy Information

  1. If you believe your product to be faulty, please contact a member of Hearn Solar’s Technical Support team whilst you are on site. The product must remain installed and switched on (where possible) to allow a member of the team to ask you to perform tests to establish the cause of the problem and hopefully resolve the issue there and then. A remote fault diagnosis with you is required to process an RMA claim in the event of a possible product failure
  2. Please note that the following important information will be required for us to book in your returned item/s: completed RMA documents, after you have been in contact with your technical advisor, for inverters and batteries, pictures of the installations clearly indicating surge protection devices, COC for completed installations, and line Diagrams for the installation.
  3. Units received without the required documentation will be sent back to the sender and a delivery invoice will be raised and charged to the sender’s account.
  4. If phase one of remote fault diagnosis is unsuccessful the Hearn Solar returns department will initiate the return against your account and arrange for the collection of the product for further physical testing.
  5. If no fault is found at the physical testing stage, you will be contacted with findings and a request for you to collect your product from Hearn Solar returns office and the returns on your account will be closed. If you have already purchased a replacement product in the interim both the original and replacement product charges will apply
  1. If a product is deemed to have been faulty at time of manufacture or a fault has occurred within the manufacturers’ warranty T&C’s Hearn Solar will arrange for a replacement unit from the manufacturer. The replacement unit will be delivered to you and the returns order will be completed or a credit to your account will be raised if approved.
  2. If you believe your product has been damaged in transit, please notify Hearn Solar of any discrepancies within 5 working days of delivery. All goods ordered as stated on the delivery note will be deemed to have been delivered and accepted in good condition if we are not contacted within 5 working days. Risk of damage to or loss of the goods passes to the Buyer at time of delivery.
  3. if item(s) are found to be damaged upon arrival the delivery note must be signed for as ‘Damaged on Arrival’ in the remarks or signature line. This will be the primary documentation used to make a claim.
  4. If item(s) are found to be damaged after the delivery note is signed then no claim can be made against the Courier company or Hearn Solar. Please make sure goods are checked thoroughly upon arrival and signed to confirm this, the delivery driver should allow you the opportunity to do this, if not please make sure the paperwork is marked to state this and signed by the driver.
  5. If products are found to be damaged inside the packaging then ideally please contact the returns department immediately or use the“contact us”form and specify“delivery issue” within 5 working days. All claims are fully investigated by our returns department. Hearn Solar hold no guarantees of refunds or replacements if it cannot be proved that the product was damaged in transit.
  6. Claims must be submitted to Hearn Solar’s returns department. They must be made within 5 working days of delivery if a product is deemed to be damaged on arrival (DOA) providing the following information: –
    • Order Number:
    • Shipment Number:
    • Product Serial Number:
    • Signed Delivery Note:
    • Photographic evidence of the item(s), packaging and pallet:
    *Please note that packaging is not under the warranty
  1. If you wish to return stock no longer wanted, you can start the process by raising a return request on your account or contacting the returns department within 5 working days from receipt of delivery and the product(s) is returned within 10 days of receipt of delivery. Returns are subject to a 30% re-stocking fee and customers will be required to arrange their own return delivery.
  2. Customers may be eligible for a 60% credit note back to their account of the product value if we are notified within 5 days from delivery, all original packaging is in place and the item is in re-saleable and fully functioning condition. Unfortunately, we cannot refund any delivery charges or priority, express or courier components of the original postage.
  3. Once the return request has been approved with the returns department, you will be asked to send your product to our return’s office for final inspection and issue of credit note. A returns label, which will be supplied by our returns department, must be attached to your parcel. Failure to attach the returns order form will result in goods being sent back to you and may incur additional costs. You must also obtain a tracking number or proof of return delivery from the carrier to track your item and ensure its safe return to our RMA Office and provide this in all correspondence with Hearn Solar.
  4. It is the customer’s responsibility to ensure that all packaging is intact, all items of the box are properly included, items are packaged correctly and returned unused. Failure to do so may incur additional costs or goods being sent back to you. Please ensure you send all original parts. Hearn Solar will not credit any unwanted stock that has accessories missing or parts / packaging damaged from the products originally shipped.
  5. The return will be checked by one of our technical team upon delivery and once verified, a credit note will be added to your account within 14 days of receipt of the return.
    Non re-saleable items will not receive a credit note and the goods will either be returned to the buyer or disposed of.

If we have sent you an incorrect product please contact a member of the Hearn Solar staff immediately so we can investigate and arrange to collect the item(s) and replace any items you require.

Non-returnable items:

  • Gift cards
  • Items sold on special or promotion
  • Pre-cut cable
  • Items “ordered in”
  • Special order items

When will the credit appear on my Account?

We aim to process your claim and credit your account within 14 working days of receipt of your goods being verified, however this may take longer if items are not returned in line with the procedure.

Can I change my mind and keep my return ?

Yes, if you change your mind and decide to keep your purchase within the 14 day right of retraction period and do not want to return your items, please ensure that you cancel your return request with the Hearn Solar returns department to keep your items.

Will my refund be done in cash/EFT ?

No. We don’t offer cash/EFT returns. Credit will be applied to your account allowing you to purchase any item in our solar catalog.