Cancellation & Return
Cancellation
&
Return
At UTL Solar, we want your shopping experience to be smooth, secure, and worry-free. Please read the following carefully for details on delivery, cancellations, returns, replacements, and refunds.
🚚 Delivery Information
- All products are delivered through UTL Solar’s official courier partner for safe and timely delivery.
- The delivery cost is already included in your order. You do not need to pay any extra amount for delivery.
- Orders are usually delivered within 7–10 working days after successful payment, except in cases of weather conditions or any unforeseen circumstances beyond our control.
- To ensure smooth support, please record a clear uncut video while receiving the product. The video should have no cuts, pauses, or edits. This serves as proof in case of damage or mismatch.
Order Cancellation
- We do not accept COD (Cash on Delivery) orders All payments must be made online through credit card, debit card, UPI, wallet, or any other method available at checkout.
- Orders can be cancelled before dispatch with no cancellation charges.
- Once an order has been shipped but is still in transit, cancellations will attract a 15% cancellation fee of the total order value.
- If a customer refuses delivery or declines to accept shipment after dispatch, a 15% deduction will apply and the remaining amount will be refunded.
- In case of unavoidable reasons (including change of mind, incorrect details, etc.), the same 15% cancellation fee will apply.
- Refunds will be processed directly to your bank account within 7 working days of confirmation.
Product Replacement
We do not offer refunds, but a replacement is available in the following cases:
✔ The product delivered is different from what you ordered (wrong model, size, make,specifications, etc.).
✔ The product delivered is damaged or defective..
- We do not accept COD (Cash on Delivery) orders All payments must be made online through credit card, debit card, UPI, wallet, or any other method available at checkout.
- Orders can be cancelled before dispatch with no cancellation charges.
- Once an order has been shipped but is still in transit, cancellations will attract a 15% cancellation fee of the total order value.
- If a customer refuses delivery or declines to accept shipment after dispatch, a 15% deduction will apply and the remaining amount will be refunded.
- In case of unavoidable reasons (including change of mind, incorrect details, etc.), the same 15% cancellation fee will apply.
- Refunds will be processed directly to your bank account within 7 working days of confirmation.
Refund Policy
Refunds are provided only under specific conditions. Please read carefully:
✅ When Refunds Are Applicable
- Product is not available at the time of dispatch.
- Delivery cannot be completed because the courier partner is unable to service your location.
- Order cancelled before dispatch (full refund).
- Order cancelled after dispatch but before delivery (15% cancellation fee applies).
- Customer refuses delivery after shipment (15% cancellation fee applies).
⚠️ When Refunds Are Not Applicable
- Change of mind after delivery.
- Product already used, tampered with, or missing original packaging/accessories.
- Claims raised without proper proof (e.g., required delivery video or clear images).
- Serial numbers altered or missing.
📝 How Refunds Are Processed
- Refunds are processed only to the customer’s bank account, irrespective of the payment method used.
- To request a refund, email sales@utlups.com with:
- Order Number
-
- Bank Account Number
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- IFSC Code
-
- Account Holder’s Name
-
- Branch Name
- If payment was made via Cheque / COD / NEFT / IMPS / RTGS, you must also provide a cancelled cheque image. If unavailable, provide the above bank details by email.
- Refunds are generally processed within 7 working days after approval.
- We do not accept Cash on Delivery (COD). All payments must be made online through credit/debit card, UPI, wallet, or any other method available at the checkout.
- Refunds are only available in the following cases:
- Product is unavailable at the time of dispatch.
-
- Delivery cannot be completed due to courier partner unavailability at your location.
- 👉 To request a refund, email us at sales@utlups.com with:
- Bank Account Number
-
- IFSC Code
- Account Holder’s Name
- Branch Name
Refunds are processed directly to your bank account, regardless of the payment method used.
Product Return
- No refunds will be issued for product returns. Only replacement will be provided in eligible cases.
- Returns are accepted only if requested within 7 days of delivery.
- Product must be in its original packaging, including manuals, cables, invoice, warranty cards, and all accessories.
- Returns without proper video proof or with missing/altered serial numbers will not be accepted.
- If courier pickup is not available at your location, you may be asked to self-ship the product to our designated service address. In such cases, courier charges will be reimbursed
✅ When Returns Are Accepted
- You receive a damaged or defective product at the time of delivery.
- You receive a different product than what you ordered (wrong model, size, or specifications).
- Some parts/accessories are missing from the delivered product.
⚠️ When Returns Are Not Accepted
- Return request is raised after the allowed time frame (7 days from delivery).
- Product has been used, tampered with, or damaged after delivery.
- Claims without proper video proof at the time of delivery.
- Original packaging, manuals, or accessories are missing.
- Consumable items or accessories that have already been installed/used.
- Product serial numbers are missing or altered.
How to Request a Return
- Initiate Request: Email sales@utlups.com or call our Sales Support at +91-9250 885 885 along with the following details:
- Order Number
- Clear video proof (taken at delivery) or images highlighting the issue
- Invoice copy
- Pickup / Self-ship: Our courier partner will arrange a pickup from your location. If pickup is not available at your pin code, you may be asked to self-ship the product to our designated location. Courier charges (if applicable) will be reimbursed.
- Inspection: Once the product is received, our team will inspect it to confirm the claim. If the return conditions are met, the product will be accepted. If not, it will be sent back without replacement/refund.
- Next Steps: If eligible, a replacement will be shipped within 7 working days. If replacement is not possible, a refund will be issued as per our Refund Policy.
