Refund policy

Thank you for shopping with Jutermal Solar. We want you to be confident in every purchase. Please read our return and refund terms below.

1. Return Period

You may request a return within 7 days of receiving your order if:

  • The item is damaged, defective, or
  • You received the wrong product, or
  • The product is not as described on our website.

After 7 days, we may only be able to assist through warranty support (where applicable).

2. Conditions for Returns

To be eligible for a return:

  • The item must be unused or lightly used only for testing.
  • It must be in its original packaging with all accessories, manuals, and free gifts included.
  • You must provide proof of purchase (order number, receipt, or M-Pesa message).

We reserve the right to refuse returns that do not meet these conditions.

3. Non-Returnable Items

For safety and quality reasons, the following cannot be returned unless faulty on arrival:

  • Used batteries
  • Items damaged due to incorrect installation, misuse, or power surges
  • Products with tampered serial numbers, seals, or warranty stickers
  • Clearance or “Final Sale” items

4. How to Request a Return

  1. Email us at support@jutermalsolar.com with:
    1. Your name & phone number
    2. Order number
    3. Photos/Videos of the product and the issue
  2. Our support team will review and guide you on the next steps.
  3. Once approved, you may be asked to send the item back or bring it to an agreed collection point.

5. Return Shipping

  • If the item is defective, damaged, or wrong due to our error, Jutermal Solar will cover reasonable return shipping or collection costs.
  • If you are returning for any other reason (e.g. changed mind, ordered wrong size/capacity), you will be responsible for the return shipping cost.

6. Refunds

Once we receive and inspect the returned item:

  • Approved refunds will be processed within 5–10 working days.
  • Refunds are issued via M-Pesa or bank transfer to the original payer.
  • Delivery fees are non-refundable, except where the error was ours.

7. Exchanges

If you prefer an exchange (e.g. different size/capacity):

  • We will confirm availability and any price difference.
  • You may need to pay or be refunded the difference in price.
  • Exchange will be processed after we receive and inspect the original item.

8. Warranty Claims

Many of our products (panels, inverters, batteries, pumps) come with manufacturer warranties.

For warranty support, contact us at support@jutermalsolar.com with your order details and product photos. We’ll help you with troubleshooting and, where applicable, repair or replacement under the warranty terms.

9. Contact Us

For any questions about returns, refunds, or warranties, please reach us at:
📧 support@jutermalsolar.com

We’re here to help you get the best from your solar system.