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Return Policy

Effective Date: January 1, 2025
Last Updated: January 18, 2025

Introduction

At Reality Energy and Power Limited, we are committed to your complete satisfaction with our solar energy products and services. We stand behind the quality of our equipment and workmanship. This Return Policy outlines the terms and conditions for returns, exchanges, refunds, and warranty claims.

Please read this policy carefully before making a purchase. If you have any questions, our customer service team is here to help.

Our Commitment to Quality

All products sold by Reality Energy and Power Limited come with manufacturer warranties and our guarantee of quality workmanship. We carefully inspect all equipment before installation to ensure it meets our high standards.

Return Eligibility

Due to the specialized nature of solar energy systems and installation services, our return policy varies based on the product or service purchased.

Products Eligible for Return

The following products may be eligible for return within 14 days of delivery, provided they meet the conditions outlined below:

• Solar panels (unopened and unused)
• Inverters and charge controllers (in original packaging)
• Battery storage systems (unopened and undamaged)
• Solar accessories and components (unused and in original condition)
• Monitoring equipment and devices (unopened)

Conditions for Returns

To be eligible for a return, items must meet ALL of the following conditions:

✓ Original Condition: Products must be unused, unopened, and in their original packaging with all labels, seals, and tags intact.

✓ Proof of Purchase: You must provide the original receipt, invoice, or order confirmation.

✓ Return Window: Return requests must be initiated within 14 days of delivery.

✓ No Damage: Items must not show signs of installation, use, or damage.

✓ Complete Set: All accessories, manuals, and components must be included.

✓ Authorization: You must obtain a Return Authorization Number (RAN) from our customer service team before returning any items.

Non-Returnable Items and Services

The following items and services are NOT eligible for return:

❌ Installed solar panels and systems
❌ Custom-designed or custom-ordered equipment
❌ Installation services already performed
❌ Site assessment and consultation fees
❌ Cut or modified materials
❌ Electrical components that have been connected or installed
❌ Products damaged due to improper storage or handling
❌ Clearance, discontinued, or final sale items
❌ Digital products or software licenses

How to Initiate a Return

If you wish to return an eligible product, please follow these steps:

Step 1: Contact Us
Call or email our customer service team within 14 days of delivery:

• Phone: +234 813 318 6251
• Email: returns@realityenergysolutions.com

Step 2: Provide Information
Be ready to provide:

• Order number and date of purchase
• Product name and model number
• Reason for return
• Photos of the product (if requesting due to defect or damage)

Step 3: Receive Authorization
Our team will review your request and, if approved, provide you with:

• Return Authorization Number (RAN)
• Return shipping instructions
• Return address

Step 4: Package and Ship

• Securely package the item in its original packaging
• Include all accessories and documentation
• Write the RAN clearly on the outside of the package
• Ship the item to the address provided

Step 5: Refund Processing
Once we receive and inspect the returned item, we will process your refund within 7-10 business days.

Refund Policy

Approved Returns

If your return is approved and the product meets all conditions:

• Refunds will be issued to the original payment method
• Processing time: 7-10 business days after receipt and inspection
• Bank processing may take an additional 3-5 business days

Refund Amount

• Product cost will be refunded in full
• Original shipping charges are non-refundable
• Return shipping costs are the customer's responsibility (unless the item is defective or we made an error)
• A restocking fee of 15% may apply to certain items

Partial Refunds

Partial refunds may be issued in the following situations:

• Products with signs of use or minor damage
• Products missing accessories or components
• Products returned after the 14-day window (at our discretion)

Exchange Policy

We do not offer direct exchanges. If you wish to exchange a product:

1. Return the original item following our return process
2. Place a new order for the desired product
3. Contact us about waiving shipping fees for the replacement order

Defective or Damaged Products

If you receive a defective or damaged product, please contact us immediately:

Within 48 Hours of Delivery

• Inspect all items upon delivery
• Report any visible damage or defects within 48 hours
• Provide photos of the damage and packaging
• We will arrange for pickup or replacement at no cost to you

Manufacturer Defects

• Products covered by manufacturer warranty should be reported immediately
• We will coordinate warranty claims with the manufacturer
• Defective items may be repaired, replaced, or refunded per warranty terms

Shipping Damage

• If the package appears damaged upon delivery, note it with the carrier
• Photograph the damage before opening
• Contact us within 24 hours to file a damage claim

Cancellation Policy

Before Installation Begins

Orders may be cancelled before installation begins:

• Within 24 hours of order placement: Full refund minus processing fees (3%)
• 24-48 hours after order: Refund minus processing fees and any incurred costs
• After 48 hours: Refund minus 20% cancellation fee and any incurred costs

After Installation Begins

Once installation has started, orders cannot be cancelled. However, if you're unsatisfied with the work in progress, please contact us immediately to discuss solutions.

Warranty Information

All our installations and products come with comprehensive warranties:

Workmanship Warranty

• 5-year warranty on installation workmanship
• Covers installation-related issues and defects
• Does not cover damage from misuse or natural disasters

Product Warranties

• Solar panels: Typically 25-year manufacturer warranty
• Inverters: 5-10 year manufacturer warranty
• Batteries: 5-10 year manufacturer warranty
• Other components: Varies by manufacturer

Warranty Claims

To file a warranty claim:

1. Contact our support team with your installation details
2. Describe the issue and provide photos if possible
3. We will assess whether it's covered under warranty
4. Schedule a service visit if necessary

Force Majeure

Reality Energy and Power Limited is not responsible for delays or failures in performance resulting from circumstances beyond our reasonable control, including:

• Natural disasters or severe weather
• Government actions or regulations
• Supply chain disruptions
• Labor strikes or shortages
• Pandemics or public health emergencies

Customer Responsibilities

To maintain warranty coverage and ensure optimal system performance:

• Follow all maintenance guidelines provided
• Use only authorized technicians for repairs
• Notify us of any issues promptly
• Keep all documentation and receipts
• Allow access for scheduled maintenance visits

Restocking Fees

A restocking fee of 15% may apply to:

• Returns of opened or used items (if accepted)
• Returns without original packaging
• Special order items
• Bulk orders or commercial purchases

Restocking fees will be deducted from your refund amount.

Refusal of Shipment

If you refuse delivery of your order:

• You will be charged return shipping costs
• Original shipping charges are non-refundable
• A 15% restocking fee may apply
• Contact us before refusing shipment to discuss alternatives

Contact Us About Returns

For questions about our return policy or to initiate a return, please contact us:

Reality Energy and Power Limited
Returns Department
No. 158 Oron Road, Adjacent Kilimanjaro
Uyo 520101, Akwa Ibom State, Nigeria

📞 Phone: +234 813 318 6251
📧 Email: returns@realityenergysolutions.com
🌐 Website: www.realityenergysolutions.com

Business Hours
Monday - Friday: 8:00 AM - 6:00 PM
Saturday: 9:00 AM - 4:00 PM
Sunday: Closed

Important Notes

• This return policy applies only to products purchased directly from Reality Energy and Power Limited
• Products purchased through third-party retailers are subject to their respective return policies
• We reserve the right to refuse returns that do not meet our policy conditions
• This policy does not affect your statutory rights as a consumer under Nigerian law
• We may update this policy from time to time; please check our website for the latest version

Dispute Resolution

If you're unsatisfied with our handling of your return or refund:

1. Contact our customer service manager to escalate your concern
2. We will work with you to find a fair resolution
3. If we cannot resolve the issue, you may seek resolution through appropriate legal channels

Our Promise

At Reality Energy and Power Limited, your satisfaction is our priority. While our return policy reflects the unique nature of solar installations and equipment, we're committed to working with you to resolve any concerns. If you have questions or special circumstances, please don't hesitate to contact us.

Thank you for choosing Reality Energy and Power Limited - Powering Tomorrow, Today!