Refund policy

This policy explains how to cancel an order, return a product and get a refund. It forms part of our Terms and Conditions of Sale and does not affect your legal rights.

1. Your options at a glance

1.1  Changed your mind (14 days). You have changed your mind within 14 days of delivery: you can cancel under your legal right to cancel (Section 2). You pay the cost of returning the products (Section 3).

1.2  Changed your mind (30 days). You have changed your mind within 30 days of delivery: some products can be returned under our goodwill returns policy if they meet the conditions in Section 7. Bolt solar panels are not included.

1.3  Faulty, damaged or incorrect. Your product is faulty, damaged or not as described: we will put things right and cover the return costs (Section 6).

1.4  Faults after delivery. Your product develops a fault later on: see our Warranty Policy and your legal rights in Section 6.

2. Your legal right to cancel

2.1  If you are a consumer, you can cancel your order within 14 days without giving any reason. The cancellation period ends 14 days after the day on which you, or a person you nominate, receive the products. If your order is delivered in more than one delivery, the period ends 14 days after the day on which you receive the last item.

2.2  You can also cancel before your order is delivered. If any products have already been dispatched, the return costs in Section 3 apply to them.

2.3  To cancel, email support@thunderenergy.co.uk with your order number and a clear statement that you wish to cancel.

2.4  After you tell us that you wish to cancel, you must return the products within 14 days. We will send you return instructions.

2.5  If you bought an installation or other service, clause 8.6 of our Terms and Conditions of Sale explains your right to cancel it.

3. Return costs

3.1  Unless the product is faulty or not as described, you are responsible for the direct cost of returning it.

3.2  Parcel products. Products that can be sent by parcel, such as Storm kits and the Bolt kit box and accessories, should be returned using a tracked and insured service. For guidance, the estimated cost of returning a Storm 360W kit is approximately £18 and a Storm 710W kit approximately £21. Costs vary by carrier and service.

3.3  Bolt solar panels. Bolt solar panels are delivered on a pallet and cannot be returned by post. You can either:

(a)     arrange collection yourself by a pallet carrier, with the panels securely packed on a pallet and insured for their full value; or

(b)     ask us to arrange collection for £89.99 (including VAT) per collection, which we will deduct from your refund.

3.4  Batteries. Vault and the battery supplied with our Plus kits contain lithium cells. They are classed as dangerous goods for transport and must be returned by a carrier approved to transport lithium batteries. You can either arrange this yourself or ask us to arrange collection for £89.99 (including VAT) per collection, which we will deduct from your refund.

3.5  Orders that include both solar panels and a battery may need two separate collections.

3.6  If you cancel after a pallet or battery delivery has been dispatched and it is returned to us, the collection charge in clause 3.3(b) or 3.4 applies to that return.

3.7  If you arrange the return yourself, the products remain your responsibility until they reach us, so please pack them securely and insure them. If we arrange collection, the products become our responsibility when the carrier collects them.

4. Condition of returned products

4.1  You may handle the products as you would in a shop to find out what they are and how they work, for example by unpacking them and checking the contents.

4.2  If you go further, for example by mounting, installing, connecting or operating the products, or by exposing solar panels to outdoor conditions, we may reduce your refund to reflect any reduction in their value. Where a product can no longer be sold as new, the reduction may be up to its full price. Where any part is missing or damaged, the reduction will reflect the cost of replacing it.

4.3  Bolt solar panels are large glass panels whose condition is difficult to check once they have been installed. Before we collect Bolt panels, we will ask you to send photographs of the front and back of each panel, the frames, junction boxes, cables and packaging. This helps us assess their condition and plan the collection. It does not affect your right to cancel.

4.4  We inspect all returned products when they arrive. If we make a deduction from your refund, we will explain it and show you the evidence it is based on, such as photographs taken on receipt.

4.5  Please return products complete, with all parts, cables, fixings and documentation, and in their original packaging where possible.

5. Refunds after cancellation

5.1  We will refund the price you paid for the products and any delivery charge you paid, including a delivery charge for an Extended Delivery Area, less any collection charge under Section 3 and any deduction under Section 4.

5.2  We will refund you:

(a)     if you cancel before dispatch, within 14 days after you tell us that you wish to cancel;

(b)     if you return the products yourself, within 14 days after we receive them back or, if earlier, after you provide evidence that you have sent them; or

(c)     if we arrange collection, within 14 days after you tell us that you wish to cancel.

5.3  We will refund you using the payment method you used for the order. We do not charge a fee for the refund.

6. Faulty, damaged or incorrect products

6.1  If a product arrives damaged, is faulty or is not as described, please email support@thunderenergy.co.uk with your order number, a description of the problem and photographs. For damage in transit, please tell us within 3 business days of delivery where possible. This helps us resolve any claim with the carrier quickly and does not affect your legal rights.

6.2  If you are a consumer, your legal rights include:

(a)     up to 30 days from delivery: if your product is faulty, you can reject it and get a full refund;

(b)     up to six months: if your product is faulty, you can ask for a repair or replacement. If this is not possible or does not fix the problem, you are entitled to a full refund in most cases; and

(c)     up to six years (five years in Scotland): if your product does not last a reasonable length of time, you may be entitled to a repair, a replacement or some money back. After the first six months, you may need to show that the fault was present when the product was delivered.

6.3  Where a product is faulty or not as described, we will cover the reasonable cost of returning it, including pallet or battery collection, and of delivering any repair or replacement. We do not deduct a collection charge in these cases.

6.4  If you are entitled to a refund for a faulty product, we will pay it within 14 days after we agree that you are entitled to it.

6.5  In addition to your legal rights, our products are covered by our Warranty Policy.

7. 30-day goodwill returns

7.1  In addition to your legal right to cancel, if you are a consumer we accept goodwill returns within 30 days of delivery of the products below, provided the following conditions are met:

(a)     Storm kits and other products sent by parcel: the product must be clean, undamaged, complete with all parts and accessories, and in resaleable condition. It may have been opened or lightly used;

(b)     the Bolt kit box and its accessories: unopened, in the original sealed packaging; and

(c)     batteries, including Vault and the battery supplied with our Plus kits: unopened, in the original sealed packaging.

7.2  Bolt solar panels are not included in goodwill returns. You can still cancel within 14 days under Section 2, and your rights for faulty products are not affected.

7.3  Returns requested within the 14-day cancellation period are treated as cancellations under Section 2.

7.4  You must contact us and receive our written return authorisation before sending a goodwill return. You are responsible for the return costs. For batteries, the collection charge in clause 3.4 applies if we arrange collection.

7.5  We will refund the price you paid for the returned products within 14 days after we receive and inspect them. Delivery charges are not refunded for goodwill returns.

7.6  If a goodwill return does not meet the conditions in clause 7.1, we may decline it and return the product to you at your cost.

8. How to return a product

8.1  Email support@thunderenergy.co.uk with your order number, the products you wish to return and, if the product is faulty, a description of the problem.

8.2  We will send you return instructions. For Bolt solar panels, we will also ask for the photographs described in clause 4.3.

8.3  Pack the products securely and include your order number with the return.

8.4  Send the products using a tracked and insured service, or have them collected as agreed with us. Please keep your proof of postage or collection.

9. Business customers

9.1  The right to cancel and goodwill returns apply to consumers only. If you are a Business Customer, returns of products that are not faulty are at our discretion, as set out in clause 17.3 of our Terms and Conditions of Sale.

10. Contact us

10.1  For questions about returns or refunds, or to start a return, email support@thunderenergy.co.uk.