Our Refund & Returns Policy
Your satisfaction is our priority. Learn about our fair and transparent return process.
African Solar Power Systems Refund & Returns Policy
At African Solar Power Systems, we stand behind the quality of our products and services. We want you to be completely satisfied with your solar energy solutions. Please review our policy below to understand your options.
Kenyan-Friendly Policy: We understand the importance of every shilling. Our policy is designed to be fair while protecting both our customers and our small business.
1. Returns of Physical Products
We accept returns of unused, uninstalled products in their original packaging within 14 days of delivery:
- Free returns in Nairobi: We'll pick up the item at no cost to you
- Outside Nairobi: Customer covers return shipping costs (we'll guide you on most affordable options)
- Condition requirements: Products must be in original condition with all accessories and documentation
2. Refunds
Once we receive and inspect your return:
- Processing time: 3-5 business days after we receive the item
- Refund method: Original payment method (M-Pesa, bank transfer, etc.)
- Deductions: We may deduct costs for missing accessories or packaging damage
3. Non-Returnable Items
For safety and hygiene reasons, we cannot accept returns of:
- Custom-configured solar systems
- Products that have been installed or used
- Opened packages of solar cables or small components
- Consultation services already rendered
4. Damaged or Wrong Items
If you receive a damaged or incorrect product:
- Within 48 hours: Contact us immediately with photos of the issue
- Nairobi customers: We'll arrange free replacement delivery
- Upcountry customers: We'll cover 50% of reshipping costs
5. Consultation Fees
Our solar experts provide valuable consultation services:
- Cancellation: 100% refund if cancelled at least 24 hours before appointment
- Late cancellation: 50% refund if cancelled less than 24 hours before
- No-shows: Consultation fee is non-refundable
6. Special Circumstances
We understand that sometimes life happens. In cases of:
- Bereavement
- Medical emergencies
- Natural disasters
Please contact us within 7 days with documentation, and we'll work with you on a case-by-case basis.
Our Promise: If you're unsatisfied for any reason, talk to us first. We'll do our absolute best to find a solution that works for both of us.
How to Initiate a Return
- Contact our support team at returns@africansolar.co.ke or call 0723 822 408
- Provide your order number and reason for return
- We'll guide you through the next steps
This policy was last updated on August 4, 2023. We reserve the right to modify this policy, but will always honor the terms in effect at the time of your purchase.