Return Policy

Effective January 2026

At Heaven Green Energy, we stand behind the quality of every product we supply and every installation we deliver. This policy outlines the conditions under which returns and refunds are accepted, and how we handle installation defects under warranty.

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1. Product Returns

Solar equipment supplied by Heaven Green Energy — including solar panels, inverters, cables, and junction boxes — may be returned within 7 days of delivery, provided that:

• The product is defective or was damaged in transit at the time of delivery
• The item is in its original, unused condition with all original packaging, documentation, and accessories intact
• A return request has been raised with our support team within the 7-day window with photographic evidence of the defect or damage

Products that have been partially or fully installed, or that show signs of use beyond inspection, are not eligible for return unless they are covered under the manufacturer's warranty. In such cases, we will facilitate the manufacturer's warranty claim process on your behalf.

2. Installation Issues

Any defects arising from our installation work — including poor cable routing, improperly secured mounting structures, inverter wiring issues, or civil workmanship deficiencies — are fully covered under our 1-year workmanship warranty. If you notice any installation-related issue within this period, contact us and we will schedule a site inspection and carry out all necessary rectification work at no cost to you. This commitment applies regardless of whether the underlying equipment itself is defective.

3. Non-Returnable Items

The following items are non-returnable due to their custom nature, unless they arrive in a defective or damaged condition:

• Custom-fabricated mounting structures designed and manufactured to site-specific dimensions
• ACDB (AC Distribution Box) and DCDB (DC Distribution Box) panels assembled to project specifications
• Any equipment that has been installed, energised, or otherwise commissioned at the customer's site

If any of the above items arrive defective, please contact us within 24 hours of delivery. We will arrange inspection and either repair or replace the item at our discretion.

4. Refund Process

Once a return is approved by our team following inspection, refunds will be processed within 7 to 14 business days to the original payment method used at the time of purchase. Refund timelines may vary depending on your bank or payment provider. You will receive a confirmation email once the refund has been initiated from our end. Shipping costs for returning defective goods will be borne by Heaven Green Energy. Returns initiated for reasons other than defect or damage may incur a restocking or logistics charge.

5. How to Initiate a Return

To raise a return request or report a defective delivery, please follow these steps:

• Contact our support team within 7 days of delivery (or 24 hours for transit damage)
• Share your order reference number, a description of the issue, and clear photographs of the defect or damage
• Our team will review your request and respond within 2 business days with the next steps
• Do not attempt to install or use the defective product before receiving instructions from our team, as this may affect your return eligibility