Refund policy
Returns & Refund Policy
Last updated: 22 April 2026
At Sunpura Energy, we want you to be satisfied with your purchase. This Returns & Refund Policy explains how order cancellations, returns and refunds are handled for orders placed on our website. This policy is provided in addition to, and does not affect, your statutory rights under applicable UK consumer law.
30-Day Voluntary Return Policy (in addition to your statutory cancellation rights)
In addition to any statutory rights you may have, we offer a voluntary 30-day return period from the date of delivery.
To qualify under this voluntary return policy, the item must be unused, complete, undamaged and, where reasonably possible,
returned in its original packaging.
This voluntary return policy does not apply where legal exclusions apply or where the return involves products that must be
transported under special hazardous goods or freight handling rules unless the return has been approved and arranged through
our RMA process.
The return request must be submitted within 30 days after delivery. Once your return is approved and an RMA is issued,
the goods must be sent back within a reasonable time.
1. Order Cancellation
You may request to cancel your order before it has been dispatched.
- Before dispatch: If your order has not yet been handed over to the shipping carrier, you may request cancellation. If cancellation is accepted, we will refund the amount paid using your original payment method. Please contact us as soon as possible at contact@sunpuraenergy.com.
- After dispatch: Once the parcel or freight shipment has been handed over to the carrier, cancellation is no longer possible. In that case, you will need to follow the normal return procedure after delivery.
- Payment provider fees: In some cases, payment service providers such as card issuers, PayPal or other payment platforms may charge or retain their own processing or transaction fees. To the extent such fees are not refunded to us by the payment provider, we may be unable to refund them to you where this is permitted by law.
2. Your UK Statutory Right to Cancel
If you are a consumer in the United Kingdom and you buy online, you generally have the legal right to cancel your order within 14 days after the day you receive the goods, even if the goods are not faulty, subject to any legal exceptions. After telling us that you wish to cancel, you generally have a further 14 days to send the goods back.
This statutory cancellation right is separate from our voluntary 30-day return policy. Nothing in this policy limits or replaces your legal rights.
3. Return Reasons and Responsibility for Return Shipping
The return shipping cost depends on the reason for the return.
| Reason for Return | Who pays the return shipping cost |
|---|---|
|
Quality-related issues (for example: item defective on arrival, wrong item delivered, verified transport damage) |
Sunpura Energy |
|
Non-quality-related returns (for example: changed mind, ordered by mistake, no longer wanted, not suitable for your setup) |
The customer |
4. Estimated Return Shipping Costs by Product Category
If you return an item for personal reasons, including where you exercise a cancellation right and the item is not faulty, you are responsible for the direct cost of returning the goods unless we state otherwise. Because some products may contain lithium batteries, oversized components or freight items, return shipping costs may be higher.
| Product Category | Estimated Return Cost (per unit) |
|---|---|
|
Accessories & Cables (small parts, brackets, basic cables) |
Approx. €7.00 – €15.00 (standard parcel service) |
|
Micro Inverters (for example 600W / 800W inverter) |
Approx. €7.00 – €15.00 (insured parcel service) |
|
Portable Power Stations / Batteries (special transport may be required) |
Approx. €50.00 – €80.00 (special battery shipment) |
|
Solar Panels / Balcony Solar Kits (large items shipped by freight or pallet) |
Approx. €80.00 – €150.00 (depending on destination and freight arrangement) |
Please note: The above amounts are estimates only. Where the customer is responsible for the return shipping cost, we may, upon request, provide a return label or help arrange collection. If we do so, the relevant cost may be deducted from your refund.
5. Return Process
- Contact us: Please email contact@sunpuraenergy.com within 30 days after delivery, including your order number and the reason for the return. For defective or damaged items, please include photos or videos.
- Approval: We will review your request and, if approved, issue an RMA number and return instructions, normally within 1–2 business days.
- Pack the item securely: Please pack the goods safely, ideally in the original packaging, to reduce the risk of transport damage. For batteries or other transport-sensitive goods, specific return instructions must be followed.
- Return shipment: Send the parcel using the approved return method, or if the goods were delivered by freight, arrange collection as instructed in the RMA process.
6. Refunds
Once we receive and inspect the returned goods, we will process the refund to your original payment method. Where required by law, refunds will be made within the applicable legal timeframe.
If you exercise your statutory cancellation right, we may withhold reimbursement until we have received the goods back or you have supplied evidence that you have sent them back, whichever is earlier.
If the returned goods show signs of unnecessary handling beyond what is reasonably required to inspect them, or if items are damaged, incomplete or missing parts, we may reduce the refund to reflect any loss in value where permitted by law.
7. Faulty, Damaged or Incorrect Items
If your item arrives damaged, defective or incorrect, please contact us as soon as possible at contact@sunpuraenergy.com and provide your order number together with relevant photos or videos. We will review the issue and, where appropriate, offer a repair, replacement, refund or other suitable remedy in accordance with applicable law.
8. Non-Returnable or Restricted Returns
Certain goods may be excluded from return or may require special handling where this is permitted by law, including items that have been used, damaged after delivery, returned without approval, or goods that are subject to transport restrictions. Where a product contains batteries or must be handled as hazardous goods or freight, the return must follow the approved transport process set out in the RMA instructions.
9. Contact
If you have any questions about returns or refunds, please contact us at:
Email: contact@sunpuraenergy.com