Last Updated:13/03/2025
RETURNS POLICY
Thank you for purchasing your products from Powerforum Store.
We want you to be completely satisfied with your purchase and take great pride in the quality of the products we sell. Supporting this with great customer service is our top priority. If you are not completely satisfied with your purchase, please follow the guidelines below to efficiently return your purchase.
All return requests must be discussed with Powerforum Store before booking a return. Please have your PFI-number and the serial number of the product(s) you wish to return at hand so we can quickly and efficiently assist you.
1. FAULTY PRODUCT 1.1. If you believe your product to be faulty, please contact our Sales Manager whilst you are on site. The product must remain installed and switched on (where possible) to allow a member of the team to ask you to perform tests to establish the cause of the problem and hopefully resolve the issue there and then. A remote fault diagnosis with you is required to process an RMA claim in the event of a possible product failure.
1.2. Please note that the following important information will be required for us to book in your returned item/s: completed RMA documents, after you have been in contact with our Sales Manager or Technical advisor, for inverters and batteries, pictures of the installations clearly indicating surge protection devices, COC for completed installations and line Diagrams for the installation.
1.3. If phase one of remote fault diagnosis is unsuccessful the Sales manager will initiate the return against your account. The product should be returned to the supplier at own cost for further physical testing.
1.4. If no fault is found at the physical testing stage, you will be contacted with findings. If you have already purchased a replacement product in the interim both the original and replacement product charges will apply.
2. DAMAGED PRODUCT
2.1. If a product is deemed to have been faulty at time of manufacture or a fault has occurred within the manufacturers’ warranty T&C’s, Powerforum Store will liase with the supplier for a possible replacement unit from the manufacturer.
2.2. If you believe your product has been damaged in transit, please notify the Sales Manager of any discrepancies within 10 working days of delivery. All goods ordered as stated on the delivery note will be deemed to have been delivered and accepted in good condition. If we are not contacted within 10 working days, risk of damage to or loss of the goods passes to the Buyer at time of delivery.
2.3. If item(s) are found to be damaged upon arrival, the delivery note must be signed for as ‘Damaged on Arrival’ in the remarks or signature line. This will be the primary documentation used to make a claim.
2.4. If item(s) are found to be damaged after the delivery note is signed, then no claim can be made against the Courier company or Powerforum Store. Please make sure goods are checked thoroughly upon arrival and signed to confirm this. The delivery driver should allow you the opportunity to do this, if not please make sure the paperwork is marked to state this and signed by the driver.
2.5. If products are found to be damaged inside the packaging, then ideally please contact the Sales manager immediately within 10 working days. All claims are fully investigated. Powerforum hold no guarantees of refunds or replacements if it cannot be proved that the product was damaged in transit.
2.6. Documents needed:
2.6.1. PFI-number
2.6.2. Product Serial Number
2.6.3. Signed Delivery Note
2.6.4. Photographic evidence of the item(s), packaging and pallet
3. UNWANTED PRODUCTS
3.1. If you wish to return stock no longer wanted, you can start the process by raising a return request from our Sales Manager within 10 working days from receipt of delivery and the product(s) is returned within 14 days of receipt of delivery. Returns are subject to a 25% re-stocking fee and customers will be required to arrange their own return delivery.
3.2. All original packaging is in place and the item is in re-saleable and fully functioning condition. Unfortunately, we cannot refund any delivery charges or priority, express or courier components of the original postage.
3.3. Once the return request has been approved with the supplier, you will be asked to send your product to the supplier’s warehouse. You must also obtain a tracking number of proof of return delivery from the carrier to track your item and ensure its safe return to the applicable warehouse. Please forward this to our Sales manager.
3.4. It is the customer's responsibility to ensure that all packaging is intact, all items of the box are properly included, items are packaged correctly and returned unused. Failure to do so may incur additional costs or goods being sent back to you. Please ensure you send all original parts.
3.5. The return will be checked at the supplier’s warehouse and as soon as approval confirmation is received, then only will the refund process start (if applicable).
3.6. Refund will be paid out within 7 (seven) working days from approval stated in paragraph 3.5.