Shipping policy

This Shipping and Delivery Policy explains how Werlar Solar Equipment & Machinery processes, dispatches and delivers orders placed through our website, WhatsApp, telephone, email or an approved quotation.

By placing an order, you agree to this policy together with our Terms of Service and Return and Refund Policy.

Kenyan consumer law requires businesses entering internet or remote agreements to provide customers with relevant transaction information, while consumers may seek appropriate remedies where goods are not supplied as agreed.

1. Delivery coverage

Werlar offers delivery to customers across Kenya.

Delivery availability, cost and delivery method depend on:

• The customer’s location
• Product size and weight
• Product availability
• Courier or transporter coverage
• Road and site accessibility
• Whether special handling is required
• Whether installation is included

Some remote locations may require collection from the nearest courier office, town centre, depot or agreed collection point.

We currently do not guarantee international delivery unless it has been agreed in writing before the order is placed.

2. Order processing

Orders are processed after:

• The order has been confirmed
• The required payment or deposit has been received
• The customer’s telephone number and delivery details have been verified
• The product is confirmed to be available
• Any required technical or installation details have been approved

Orders placed outside normal business hours, on weekends or during public holidays may begin processing on the next business day.

Special-order, imported or custom-configured products may require additional processing time. The expected timeline will be communicated before the order is confirmed.

3. Estimated delivery times

Delivery timelines vary depending on the product and destination.

An estimated delivery period will be:

• Displayed at checkout;
• Shown on the product page;
• Included in the quotation; or
• Confirmed by Werlar before dispatch.

Delivery dates and times are estimates rather than guaranteed appointments unless Werlar expressly confirms otherwise in writing.

Delivery may take longer for:

• Heavy machinery
• Large solar systems
• Batteries and solar panels
• Imported products
• Special-order equipment
• Remote destinations
• Products requiring installation or site preparation

Werlar will make reasonable efforts to inform the customer when a significant delay becomes known.

4. Delivery charges

Delivery charges are calculated or confirmed based on factors such as:

• Destination
• Product dimensions
• Product weight
• Number of packages
• Courier or transporter charges
• Special handling requirements
• Offloading requirements
• Insurance where applicable

Where the website cannot calculate the correct charge automatically, Werlar will contact the customer with a delivery quotation before dispatch.

Unless expressly stated otherwise:

• Delivery charges are separate from the product price
• Installation charges are separate from delivery charges
• Additional handling or offloading costs may apply to heavy products
• Original delivery charges are generally not refundable for approved change-of-mind returns

When an order qualifies for free delivery, the applicable conditions will be displayed on the product page, at checkout or in the quotation.

5. Product-specific shipping information

Some products have different delivery requirements.

Product-specific shipping information may be displayed on the product page, including:

• Estimated delivery period
• Delivery regions
• Whether transport is included
• Whether the product requires special handling
• Whether delivery charges must be confirmed separately
• Whether installation is available

Where product-specific shipping information differs from this general policy, the product-specific information or written quotation will apply to that order.

6. Solar panels, batteries and electrical equipment

Solar panels, lithium batteries, lead-acid batteries, inverters and other electrical equipment may require careful handling and suitable transportation.

Customers should inspect the packaging and product before installation.

Do not install, wire, connect or commission a product that appears damaged. Contact Werlar immediately for guidance.

Some batteries and oversized electrical products may not qualify for standard courier delivery. Werlar may arrange delivery through a specialized transporter or request collection from an agreed location.

7. Machinery and oversized products

Generators, compressors, water pumps, construction equipment, machinery and other large products may require specialized transport.

Unless otherwise included in writing, the customer is responsible for ensuring that the delivery location has:

• Safe vehicle access
• Adequate entrance clearance
• Suitable unloading space
• Appropriate lifting or offloading equipment
• Staff or assistance required for offloading
• A secure and suitable storage area

Werlar must be informed before dispatch where the destination has:

• Narrow roads or entrances
• Stairs
• Rough or inaccessible roads
• Weight or height restrictions
• Restricted vehicle access
• Special security procedures
• Limited offloading space

Additional charges may apply where unexpected access or offloading difficulties cause extra transport, labour or waiting time.

8. Installation orders

Delivery does not automatically include installation.

Installation is included only where it is expressly stated:

• On the product page
• In the quotation
• On the invoice
• In a written installation agreement

Where installation is included, delivery and installation may occur:

• On the same day; or
• On separate agreed dates.

Installation timelines may depend on:

• Site accessibility
• Site readiness
• Weather conditions
• Required materials
• Technical assessment
• Availability of technicians
• Customer approvals

The customer must ensure that the site is ready and accessible on the agreed installation date.

9. Cash-on-delivery orders

Cash on delivery may be available only for selected products and delivery locations.

Werlar may require:

• Telephone verification
• A delivery-fee deposit
• Partial advance payment
• Full advance payment for high-value products
• Payment before dispatch for custom or imported products

Cash-on-delivery eligibility may depend on the product’s value, size, weight, destination and delivery risk.

The customer must be available, reachable and prepared to make the agreed payment when the order arrives.

10. Delivery information

Customers must provide accurate:

• Full name
• Active telephone number
• County and town
• Physical location
• Building, estate or landmark details
• Postal or courier collection information
• Any relevant access instructions

Werlar is not responsible for delays caused by incomplete, inaccurate or outdated delivery information supplied by the customer.

Contact us as soon as possible when delivery details need to be changed. Address changes may not be possible after an order has been dispatched and may result in additional charges.

11. Order verification

Werlar may contact the customer before dispatch to confirm:

• The products ordered
• The delivery destination
• Payment arrangements
• Recipient availability
• Access or offloading requirements
• Installation requirements

An order may be held until the required information has been confirmed.

12. Tracking and delivery updates

Where tracking information is available, it may be sent by:

• SMS
• Email
• WhatsApp
• Telephone
• The courier’s tracking system

Tracking availability depends on the courier or transporter used. Some local or specialized transport services may provide updates by telephone rather than an online tracking number.

13. Receiving and inspecting an order

The customer or authorized recipient should inspect the order at delivery.

Where reasonably possible, check:

• The number of packages
• Product name and model
• Visible external damage
• Broken packaging
• Missing components
• Whether the delivered item matches the order

Do not sign or confirm that an order was received in good condition when visible damage has not been noted.

Where the courier allows it, record visible damage on the delivery document before accepting the package.

14. Damaged, missing or incorrect products

Contact Werlar promptly when:

• The product arrives damaged
• The packaging is severely damaged
• An item is missing
• The wrong product is delivered
• The quantity is incorrect

Where possible, notify Werlar within 48 hours after delivery and provide:

• Your name
• Order number or invoice
• Photographs of the packaging
• Photographs or video of the product
• A photograph of the shipping label
• A description of the issue

Keep all packaging, accessories and documentation until Werlar has completed its assessment.

Verified delivery damage, missing products or incorrect orders will be handled according to our Return and Refund Policy and applicable consumer protections.

15. Products damaged after delivery

Werlar may not be responsible for damage caused after successful delivery by:

• Incorrect handling
• Poor storage
• Water exposure
• Dropping or impact
• Customer-arranged transport
• Incorrect installation
• Unauthorized repairs or modifications
• Failure to follow handling instructions

Where the customer arranges their own transporter, responsibility for transport damage may rest with the customer or selected transporter after the product has been handed over in good condition.

16. Failed delivery attempts

A delivery may be considered unsuccessful where:

• The recipient is unavailable
• The recipient cannot be contacted
• An incorrect address was supplied
• Access to the location is not possible
• The customer refuses a correct order without an approved reason
• The required payment is not available
• Suitable offloading arrangements have not been made

Additional delivery or storage charges may apply before another delivery attempt is arranged.

For cash-on-delivery orders, repeated unsuccessful deliveries may result in future orders requiring advance payment.

17. Refused deliveries

Contact Werlar before refusing an order.

Where the delivered product is correct and undamaged, refusal may be treated as a change-of-mind return. The customer may be responsible for:

• The original delivery charge
• Return transportation
• Storage costs
• Redelivery charges

This does not apply where the product is visibly damaged, incorrect or materially different from the confirmed order.

18. Collection orders

Products may be collected only after Werlar confirms that the order is ready.

The person collecting may be required to provide:

• The order or invoice number
• Identification
• Proof of payment
• Written authorization where collecting for another person or organization

Customers should inspect collected products before leaving the collection point.

Orders that remain uncollected beyond the agreed period may attract storage charges or be cancelled after reasonable notice, subject to any special-order or deposit terms.

19. Split deliveries

Orders containing several products may be delivered separately where:

• Products are stored at different locations
• One product requires special transport
• Some items are available earlier than others
• Separate delivery is more practical

Werlar will inform the customer where an order is expected to arrive in more than one delivery.

Additional delivery charges will not be imposed for a split initiated solely by Werlar unless agreed with the customer.

20. Delivery delays

Delivery may be affected by circumstances outside Werlar’s reasonable control, including:

• Severe weather
• Flooding
• Road closures
• Vehicle breakdowns
• Courier disruption
• Supplier delays
• Import or customs delays
• Security incidents
• Strikes
• Public holidays
• Government restrictions
• Power or communication outages

Where possible, Werlar will provide an updated estimate or discuss an alternative arrangement.

21. Lost shipments

When a shipment appears to be lost, Werlar may require time to investigate with the courier or transporter.

The customer must provide any information reasonably required for the investigation.

Where the shipment is confirmed as lost before delivery, Werlar may arrange:

• A replacement;
• An alternative product with the customer’s approval; or
• A refund for the affected product.

22. Ownership and responsibility

Ownership and responsibility for a product may pass according to the payment, collection and delivery arrangements agreed for the order.

Nothing in this policy removes responsibilities or consumer protections that cannot legally be excluded.

23. Changes or cancellation before dispatch

Contact Werlar immediately when you need to change or cancel an order.

Changes may be possible before dispatch. They may not be possible after:

• The order has been handed to the courier
• Special transport has been booked
• Procurement has begun for a special-order product
• Custom configuration has started
• Installation materials have been prepared

Approved cancellations and refunds are handled under our Return and Refund Policy.

24. Returns

Shipping a product back to Werlar requires prior authorization.

Do not return products to a courier office, supplier, technician or business location until Werlar has provided return instructions.

Return transport responsibility and costs are governed by the reason for the return and our Return and Refund Policy.

25. Contact information

For shipping quotations, delivery updates or damaged-order reports, 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
Business hours: Monday–Saturday, 8:00 AM–6:00 PM

When contacting us about an existing delivery, include your order number, recipient name and telephone number.