Returns — simple & transparent
Clearly set out, handled fairly. Here’s how to return items to us — on request and subject to approval.
How to return your item
Returns are generally possible subject to a request and approval by ROLLO SOLAR. The returns process consists of seven steps.
Read the instructions
Please read the information below carefully.
Download the form
Please download the returns form from our website.
Fill in the form
Please complete the returns form in full.
Enclose as a delivery note
Print out the form and enclose it with the consignment as a delivery note.
Dispatch goods
Please send the goods to the address provided by ROLLO SOLAR.
Inspection of the goods
Once we have received your returned goods, we will check them.
Feedback
We will get in touch with you to discuss how to proceed – for example, a replacement, repair or partial refund/credit note.
Requirements for returning goods
Please note the following conditions to ensure that your return is correctly identified and processed promptly.
Registering a return
Returns must be registered in advance via our returns portal. Unregistered returns cannot be processed and will either be returned at the customer’s expense or disposed of.
Exception: goods ordered on a specific basis
Returns of goods made to order, custom-made or customised are generally not permitted.
Written notification
Please notify us in writing by post, fax or email – always quoting your order or commission number.
Description of the fault
Please include a clear, detailed description of the fault. This will speed up the process considerably.
Requirements for the goods
Returned goods must meet the following conditions:
- →Original packaging – where possible
- →Original condition – undamaged & ready for sale
- →Be part of the current product range
- →The delivery must have taken place no more than 3 months ago
- →No claims will be accepted in the event of improper handling
Delivery charges
Returns are to be sent ‘carriage paid’ – the sender is responsible for the postage costs. Any consignments sent carriage forward or which are not accepted will be at the sender’s expense.
Partial payments and credit notes
Credits are issued taking into account the invoice, as well as any discounts and cash discounts granted. Delivery charges are not usually refunded. A reasonable administration fee may be charged to cover the cost of processing the request.
Any questions about returns?
Our customer service team will be happy to help. Please contact us if you have any questions or concerns about the returns process – together we’ll find the best solution.