1. Cancellations
Order can be cancelled before the shipment. After shipment it can be only RTO. Once an order gets cancelled, the amount will be refunded for ‘prepaid orders’.
Cancellation Criteria:

• Incorrect or Incomplete information regarding Customer’s address (Street number, Landmark etc.) etc.
• In case of wrong product price or specification mentioned on support@sunnovative.com.
• Unavailability of products – in exceptional cases, if a product runs “out of stock” with the vendor, the product will be cancelled.
• If the area falls under “Non Serviceable zone” or “out of delivery area” by our Logistic Courier Partner even after placing the order in that case order can be cancelled.
• Suspected fraudulent information.

2. Returns
In case, if you received a damaged product, it must be reported to us via email at support@sunnovativel.com within 48 hours of delivery with an image of the damaged product along with the packaging pictures.
Guidelines for Returns & Replacement:

• Product is damaged/defective.
• Differs from the description on the website.
• Wrong item delivered/Wrong Colour/Wrong Size/Wrong Quantity.
• Missing parts/accessories.

Return Eligibility:

• In case of returning the product, the customer needs to inform us within 7 days of receiving the order. In case, if you received a damaged product, it must be reported to us within 48 hours of delivery.
• If the product is delivered defective or damaged, in that case the customer needs to inform us through Email support@sunnovative.com or Call us at +91 6353593001 (Helpline Number) within 48 hours from the time of delivery.
• Products should be unused.
• All items must be returned in their original condition, with price tags intact, user manual, warranty cards, original accessories and in the original manufacturer’s box/packaging as delivered to you.
• Invoice should be available.
• Products once used in installation at solar site, will not be able to returned.

3. Returning a Product
There are 2 ways to return the product. One is to return the product from our side where we will send the vehicle depending on the item. However, in some cases if we cannot provide return service then the customer needs to send the product to us through registered service providers only. Once, the product is received by us, then we will reverse the courier charges.
Steps to follow to Return a Product:

• The customer needs to inform us through call/email within 7 days of receiving the order.
• Product should be unused.
• Invoice should be available.
• We will raise a request for Reverse pickup and try to arrange it from our end. Once the pickup is arranged our courier partner will collect the product within 2-3 business days.
• The customer needs to pack the product with Brand packing & paste the invoice on it.
• The customer will handover the product to the courier boy.
• Once the pick up is done, the product will be sent to us by the courier partner.
• After receiving the product, a quality check will be done on the product by our team which takes 2 days.
• If a product is found damaged/defective by our team, We will try to arrange a replacement; however, it depends on the availability of the product.

In some cases, where our Logistic Service Provider doesn’t provide reverse pickup facility, the customer will have to send the product on his own only through a registered service provider only at the nearby cluster warehouse address after the request for reverse pickup is raised. Once sent, customer needs to share the Courier slip along with the following bank details at support@sunnovative.com:

• Account Number: 624805017426
• Account Holder Name : Sunnovative Solar Energy Solution pvt ltd
• IFSC Code: ICIC0006248

In case, after receiving the product if we found any discrepancy by our Quality inspection team, we will re-ship the product to the customer and in that case customer will have to bear the courier charges for re-shipment in order to receive the product. No courier charges for sending the product will be reimbursed.

4. Refunds
Once the order gets cancelled, the amount will be refunded to the customer based on the payment mode chosen by the customer at the time of placing the order.

• Credit/Debit Card/Net Banking/Wallets – 2-4 business days
• If a transaction is done through NEFT and Cheque then customers need to share below mentioned details at our Email Id support@sunnovative.com from registered e-mail id:
  • Account number
  • Account Holder name
  • IFSC Code

After receiving the required information for refund, the refund will be processed in 2 business days and the same will reflect in your account in another 2-4 business days.

5. Other Terms and Conditions

• Products marked as “non-returnable” on the product detail page cannot be returned such as BOS items, solar panels, inverter without any defects.
• Product Purchase under clearance sale will not be covered under Return policy.
• Products sold as combo kits can’t be returned individually.