E-GREEN-ENERGY GLOBAL LTD

Customer Sales, Cancellation & Refund Policy

Effective Date: 26 October 2025 | Version 2.0 | Applies to: All UK & International Customers

1. Our Commitment

E-GREEN-ENERGY GLOBAL LTD is committed to delivering high-quality renewable energy products and consultancy services. We believe in complete transparency throughout every transaction. This Policy sets out your rights and our obligations regarding order changes, cancellations, and refunds.

Nothing in this Policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

2. At a Glance — Policy Summary

The table below provides a summary only. Please refer to the relevant section for full details.

3.1 Order Cancellations

• 48-Hour Window: Standard stock items may be cancelled within 48 calendar hours of order placement, provided the order has not yet been dispatched.

• Custom & Commercial Orders: Custom-configured or large commercial orders (defined as single orders exceeding £5,000 or requiring special procurement) must be cancelled within 24 calendar hours of placement. After this window, cancellation fees for work already committed will apply.

• How to Cancel: To cancel, submit a written request as set out in Section 7. Cancellations are not confirmed until you receive a written acknowledgement from us.

3.2 Returns & Refunds

• Condition: Products must be new, unused, and in their original, undamaged packaging.

• Return Window: Return requests must be submitted within 14 calendar days of the confirmed delivery date.

• Restocking Fee: A restocking fee of 15% of the product value will be deducted from your refund.

• Return Shipping: The customer is responsible for all return shipping costs, including adequate packaging and insurance. Original outbound shipping charges are non-refundable.

• Refund Processing: Once our warehouse receives and inspects the returned goods, a refund (less the restocking fee) will be issued to your original payment method within 14 calendar days.

We recommend using a tracked and insured courier for all returns. We cannot accept responsibility for items lost or damaged in transit.

3.3 Defective or Damaged Goods

Your rights under the Consumer Rights Act 2015 are fully preserved. If goods arrive defective or damaged:

• Report Promptly: Notify our customer service team in writing within 7 calendar days of delivery.

• Evidence: Provide photographic evidence of the damage or defect where possible.

• Our Remedy: We will, at our cost, arrange collection and either replace the goods, carry out a repair, or issue a full refund — we will discuss the appropriate remedy with you and act in accordance with your statutory rights.

• Warranty Period: Defects or faults that emerge after 7 days but within the product warranty period will be handled under the applicable warranty terms. Please contact us for guidance.

4. Service Contracts & Consultancy

This section applies to energy audits, feasibility studies, system design, project management, and installation services.

4.1 Statutory Cooling-Off Period

For all service contracts entered into at a distance (including online, by telephone, or by email), you have a statutory right to cancel without giving any reason within 14 calendar days, beginning on the day of contract signature ("the Cooling-Off Period").

• Early Commencement: If you request that work commences during the Cooling-Off Period, you acknowledge that if you then cancel, you will be liable to pay a proportionate amount for the services performed up to the point of cancellation. Please confirm this clearly in your request.

• How to Exercise: To exercise this right, send a clear written statement of cancellation to the contact details in Section 7 within the Cooling-Off Period.

4.2 Cancellation After the Cooling-Off Period

Once the Cooling-Off Period has elapsed and project planning or preparatory work has commenced (as defined in your Statement of Work):

• Right to Cancel: You may cancel the contract at any time by giving written notice.

• Fees for Work Completed: You will be liable for the cost of all work completed and reasonable costs incurred up to the date of cancellation. We will provide a detailed itemised breakdown within 10 calendar days of receiving your cancellation notice.

• Refund of Excess: Any balance of fees paid in advance beyond the costs incurred will be refunded to your original payment method within 14 calendar days of the final account being agreed.

4.3 Project Deposits

• Purpose: A deposit is required to secure our team's time and schedule project resources. The deposit amount will be specified in your contract.

• Refundable: Deposits are fully refundable if you cancel within the 14-day Cooling-Off Period.

• Non-Refundable: Deposits are non-refundable for cancellations made after the Cooling-Off Period, as they compensate for committed team capacity that cannot be re-allocated. This does not affect your right to recover costs if we are at fault.

5. Digital Products & Software Subscriptions

5.1 One-Off Digital Products

This section applies to downloadable guides, reports, software licence keys, and other digital content.

• No Refund: Digital products are non-refundable once delivered or accessed.

• Informed Consent: In accordance with the Consumer Contracts Regulations 2013, before completing your purchase you will be required to confirm that: (a) you consent to delivery of the digital content beginning immediately upon purchase, and (b) you acknowledge that you will lose your right to cancel once delivery has commenced. This confirmation is recorded at the point of sale.

5.2 Software Subscriptions (Monthly / Annual)

• Cancellation: You may cancel your subscription at any time via your account settings or by contacting us in writing.

• Billing Period: No refund will be issued for the remaining unused portion of the current billing period. Your access will continue until the end of the period already paid for.

• Annual Renewal: Annual subscriptions cancelled within 14 calendar days of the annual renewal date may be eligible for a pro-rata refund for the unused period. Please contact us promptly if this applies.

6. How to Submit a Cancellation or Return Request

All cancellation and return requests must be submitted in writing. Verbal requests cannot be accepted.

Contact Details for Requests

Email: info@e-green-global.com

Subject Line: "Cancellation/Return Request — [Your Order Number]"

Please include: your full name, order number, date of purchase, and reason for the request.

We will acknowledge your request within 2 business days. The relevant timeframe for cancellations (e.g. 48-hour or 24-hour window) is measured from the time of order placement, not from our acknowledgement.

7. General Conditions

• Refund Method: All refunds will be issued to the original payment method used at the time of purchase, unless otherwise agreed in writing.

• Payment Security: Refunds will not be processed to a different card, account, or third party.

• Statutory Rights: 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 under the Consumer Rights Act 2015.

• Right to Refuse: We reserve the right to refuse a return or cancellation request that does not comply with the terms set out in this Policy.

• Dispute Resolution: If you are dissatisfied with our response to a complaint, you may refer the matter to an appropriate Alternative Dispute Resolution (ADR) scheme or, where applicable, seek resolution through the courts.

• Policy Updates: E-GREEN-ENERGY GLOBAL LTD reserves the right to amend this Policy at any time. The current version will always be published on our website, with the effective date updated accordingly.

8. Contact Us

If you have any questions about this Policy or wish to exercise your rights, please contact:

E-GREEN-ENERGY GLOBAL LTD — Customer Service

General Enquiries & Returns: info@e-green-global.com

Legal & Compliance: legal@e-green-global.com

This Policy was reviewed by our legal team and is compliant with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 as at the Effective Date above. We recommend seeking independent legal advice if you have a specific dispute.