Refund Policy – BigEnergy
At BigEnergy, our primary aim is your satisfaction with every purchase. This Refund Policy outlines the procedures and criteria for requesting refunds for products bought through our website. Please carefully review this policy before making a purchase.
Eligibility for Refunds
We offer refunds under the following circumstances:
Defective Products: If you receive a product that is defective or not functioning correctly, you may be eligible for a refund.
Shipping Damage: If your product sustains significant damage during shipping, you may qualify for a refund.
Incorrect Product: If you receive the wrong product or one different from what you ordered, you may qualify for a refund.
Refund Request Procedure
To request a refund, please follow these steps:
Contact our customer support team within 2 days of receiving your order.
Provide your order details, including the order number, and describe the issue clearly.
If applicable, include supporting evidence such as photographs or videos demonstrating the issue or damage.
Refund Evaluation
Upon receiving your refund request, we will evaluate it based on the provided information. Additional details or evidence may be requested to properly assess the situation. Our decision regarding refund eligibility will be final.
Refund Options
Depending on the circumstances, we may offer one of the following options:
Replacement: We may replace the defective or damaged product with a new one at no additional cost.
Refund: If a replacement is not feasible or preferred, we may issue a refund for the purchase amount, excluding any applicable shipping charges or fees.
Instant Refund: An order refund request after 30 hours of payment can be refunded instantly 100%.
Refund Processing
If your refund request is approved, we will initiate the refund process within 10-20 business days. To expedite your refund, please submit your request within 6 hours of completing your payment. Refunds will be issued via the original payment method used for the purchase. Please note that the timeframe for the refunded amount to reflect in your account may vary depending on your bank or payment provider.
Non-Refundable Items
Please note that certain items are non-refundable, including:
Products that have been used, altered, or damaged by the customer.
Products lacking original packaging or accessories.
Products purchased through unauthorized channels or resellers….etc
Warranty Conditions
At BigEnergy, we offer a 12-year extended warranty exclusively for our batteries, provided that the installation meets all guidelines and is carried out by our recommended electricians. This warranty ensures that your investment is protected, as we prioritize proper installation practices. Our standard warranty is 6 years, but customers can extend it for an additional 6 years by contacting us annually for system check-ups. These check-ups help us monitor the system’s performance, ensure it operates under optimal conditions, provide necessary software updates, and verify that the system hasn’t been tampered with. A detailed record will be kept of the results from each inspection.
Our inverters come with a 1-year warranty, which is valid only if installed by our recommended electricians. If the installation is done by the owner, an inspection by our team is required to validate the warranty, and all protective measures must be adhered to during the installation process.
It’s important to understand that certain actions will void the warranty for both batteries and inverters. These include tampering with the system, using incorrect cabling, failing to provide a suitable environment, not implementing the required protective hardware, allowing unauthorized personnel to perform repairs, and not ensuring that the correct voltage, frequency, and current specifications are met.
Additionally, we reserve the right to decide whether a product replacement or repair is the appropriate course of action. Based on our inspection findings, we may also deny or withdraw a customer’s warranty. Our goal is to ensure that our products function reliably and efficiently, and we appreciate your cooperation in maintaining the integrity of your system.
Please be aware that this Refund Policy or Warranty is subject to change without prior notice. We recommend reviewing it periodically for any updates.
Contact Us
If you have any questions or need further assistance regarding our refund policy, please contact our customer support team at info@bigen***y.ng. We are here to assist you.