Refund policy

At Werlar Solar Equipment & Machinery, we want customers to order with confidence. This policy explains when products may be returned, exchanged, repaired or refunded.

Nothing in this policy limits any rights available to consumers under Kenyan law. Kenyan consumer law generally requires supplied goods to be of reasonably merchantable quality, while the Sale of Goods Act provides implied protections relating to quality and fitness for an intended purpose in applicable transactions.

1. Return period

You may request a return within 7 calendar days after receiving your order.

To qualify for a change-of-mind return, the product must:

Be unused, uninstalled and in resalable condition
Be returned with its original packaging
Include all accessories, manuals, cables, components and free items
Have no signs of damage, modification, misuse or installation
Be accompanied by the receipt, invoice or other proof of purchase

Contact Werlar before sending or delivering any product back. Products returned without prior authorization may not be accepted.

2. Damaged, defective or incorrect products

Inspect your order as soon as it is delivered.

The product arrived damaged
The wrong product was delivered
Parts or accessories are missing
The product is defective
The product does not match the confirmed order

Where possible, report visible delivery damage within 48 hours and provide:

Your name and order number
Photographs or a short video showing the issue
A photograph of the packaging and shipping label
A description of the problem

After assessment, Werlar may provide an appropriate remedy, including:

Repair
Replacement
Exchange
Refund

The Competition Authority of Kenya identifies refund, replacement and repair among the remedies that may be used to resolve consumer complaints.

When a verified defect, delivery damage or order error is attributable to Werlar, we will arrange or cover reasonable return transportation.

3. Change-of-mind returns

Change-of-mind returns may be approved where the product remains unused, uninstalled and in its original condition.

For an approved change-of-mind return:

The customer is responsible for return transportation
Original delivery and installation charges are not refundable
The product must reach Werlar safely and without damage
A refund will only be processed after inspection

We recommend confirming product compatibility, capacity and application with our team before ordering.

4. Products that cannot ordinarily be returned

Unless defective, damaged or incorrectly supplied, returns are generally not accepted for:

Products that have been installed, wired, fuelled or commissioned
Used generators, pumps, compressors, machinery or power tools
Solar panels, batteries, inverters or controllers showing installation or usage
Products damaged through incorrect installation, storage, transport or handling
Products modified, opened, repaired or serviced by an unauthorized person
Items with removed or altered serial numbers, labels or warranty seals
Cut-to-length cables or materials
Special-order, imported or custom-configured products
Clearance, final-sale or expressly non-returnable items
Consumables and products subject to normal wear

This exclusion does not apply where the product was defective, unsafe, incorrectly described or otherwise subject to rights that cannot lawfully be excluded.

5. Solar equipment, electrical products and machinery

Solar and machinery products must be selected and installed correctly.

Before approving a return or warranty claim, Werlar may request:

Photographs or videos of the installation
System specifications and connected loads
Battery, inverter or controller readings
Installation records
An inspection by Werlar or an approved technician

Damage caused by overloading, incorrect wiring, incompatible equipment, incorrect voltage, poor maintenance, water exposure, misuse or unauthorized installation may not qualify as a product defect.

Do not disconnect, dismantle or transport installed electrical equipment before receiving guidance from Werlar or a qualified technician.

6. Return process

To request a return:

Contact Werlar and provide your order details.
Explain the reason for the return.
Submit any requested photos, videos or diagnostic information.
Wait for return authorization and instructions.
Package the product securely with all supplied components.
Deliver or send it to the location confirmed by Werlar.

Receiving a returned product does not automatically mean the return has been approved. All returned products are inspected first.

7. Inspection and assessment

Once the product is received, we will inspect it and notify you whether the return has been approved.

The assessment may consider:

Product condition
Packaging and included accessories
Installation or usage history
Serial numbers and warranty seals
The reported fault
Diagnostic or technician findings

Where a product is found to be working correctly or damaged through misuse, incorrect installation or customer handling, the return may be declined. The customer may be responsible for inspection and transportation costs where these were disclosed and reasonably incurred.

8. Exchanges

Approved exchanges depend on product availability.

When the replacement product costs more than the returned product, the customer must pay the difference. When it costs less, the approved difference will be refunded.

If an identical replacement is unavailable, Werlar may offer:

A suitable alternative
Store credit
A refund

9. Refunds

Approved refunds will be made through the original payment method where reasonably possible.

Refund processing normally begins within 7 business days after approval and inspection. Banks, card providers and mobile-payment providers may require additional time before the funds appear.

Refunds may exclude:

Original delivery fees
Installation or site-visit charges already completed
Return transportation for change-of-mind returns
Damage or missing components attributable to the customer

These deductions will not apply where the return results from a verified defect, incorrect supply or fault attributable to Werlar.

10. Order cancellations

An order may be cancelled for a full refund before it has been dispatched, specially ordered, configured or installed.

Once an order has been dispatched, it will be handled under the return provisions in this policy. Special-order or imported products may not be cancellable after procurement has begun.

11. Failed deliveries and uncollected orders

Customers must provide accurate delivery details and remain available to receive their orders.

Additional delivery charges may apply when an order must be sent again because:

The recipient was unavailable
An incorrect address or telephone number was provided
The customer refused an order without an approved reason
A collection order was not collected within the agreed period

12. Manufacturer warranties

Some products include a separate manufacturer or supplier warranty.

A warranty claim may require:

Proof of purchase
The product serial number
Installation information
Fault photographs or videos
Inspection by an approved technician

A manufacturer warranty does not normally cover accidental damage, misuse, overloading, incorrect installation, unauthorized repair or normal wear and tear.

Where a warranty document supplied with the product provides more specific terms, those terms will apply together with any mandatory consumer protections.

13. Contact Werlar

For returns, exchanges, warranty claims or refund enquiries, contact:

Werlar Solar Equipment & Machinery
Phone/WhatsApp: +254 740 366 258
Email: support@werlar.com
Return location: Ronald Ngala Street, Ronald Ngala plaza Second Floor S29, Nairobi, Kenya

Please do not send a product to the return address until Werlar has approved the request and provided return instructions.