E-GREEN-ENERGY GLOBAL LTD
Customer Sales, Cancellation & Refund Policy
**Last Updated:** October 26, 2025
**1. Our Commitment**
At E-GREEN-ENERGY GLOBAL LTD, we are committed to providing high-quality renewable energy products and consultancy services. We strive for complete customer satisfaction and transparent transactions. This policy outlines your options regarding order changes, cancellations, and refunds.
**2. Product Sales (e.g., Solar Panels, Inverters, Kits)**
Due to the specialized, high-value, and often custom-ordered nature of our equipment, our policy is as follows:
* **Cancellation Window:** You may cancel an order for standard stock items within **48 hours** of placement without penalty, provided the order has not been processed for shipping. For custom-configured or large commercial orders, cancellations must be requested within **24 hours**.
* **Returns & Refunds for Products:** Returns are only accepted for new, unopened, and unused products in their original packaging, and must be requested within **14 calendar days** of delivery. A **15% restocking fee** will apply, and the customer is responsible for all return shipping costs and any original shipping charges. Refunds will be processed within **14 business days** of our warehouse receiving and inspecting the returned goods.
* **Defective or Damaged Goods:** If you receive a defective or damaged product, you must notify our customer service team **within 7 calendar days** of delivery. We will arrange an inspection, replacement, or repair at our discretion and cost, in accordance with the product warranty.
**3. Service Contracts & Consultancy (e.g., Energy Audits, System Design, Installation Projects)**
* **Cancellation During Cooling-Off Period:** For service contracts agreed at a distance (online, phone), you have a statutory **14-day cooling-off period** to cancel without giving any reason, starting from the date of contract signature.
* **Cancellation After Cooling-Off Period:** Once project planning or preparatory work has commenced (as defined in your statement of work), cancellations are subject to fees for work completed and costs incurred up to the date of cancellation. A detailed breakdown will be provided.
* **Deposits:** Project deposits are required to commence work. These are generally **non-refundable** if you cancel after the cooling-off period, as they secure our team’s time and project scheduling.
**4. Digital Products & Subscriptions (e.g., Monitoring Software, Reports)**
* Due to their immediate and intangible nature, digital products, downloadable guides, and software license keys are **non-refundable** once delivered or accessed.
* Monthly/Annual software subscriptions can be cancelled at any time, but no refund will be issued for the current billing period. Service will continue until the end of the paid period.
**5. How to Request a Cancellation or Return**
All requests must be submitted in writing to:
* **Email:** support@egreenenergyglobal.com
* **Subject Line:** "Cancellation/Return Request – [Your Order Number]"
Please include your full name, order number, and reason for the request.
**6. General Conditions**
* All refunds will be issued to the original payment method.
* This policy does not affect your statutory rights under UK consumer law, including your right to a refund for faulty or misdescribed goods or services.
* E-GREEN-ENERGY GLOBAL LTD reserves the right to refuse a return or cancellation that does not meet the terms outlined above.
* We may amend this policy at any time by updating this page.
**For questions about this policy, please contact:**
E-GREEN-ENERGY GLOBAL LTD
Customer Service Department
Email: legal@egreenenergyglobal.com