Refund & Return Policy

Last updated: 4 November 2026

This Refund & Return Policy explains how Solar Nation Sdn. Bhd. (“Solar Nation”, “we”, “us”) handles returns, exchanges, cancellations and refunds. It applies to (a) products bought through our online shop, and (b) solar, battery, EV charging and smart energy systems supplied and installed under a Proposal, Quotation or Service Order.

Nothing in this policy limits your rights under the Consumer Protection Act 1999 or any other applicable Malaysian law.

1. Online Shop Purchases

1.1 No change-of-mind returns

We do not accept returns or offer refunds for change of mind, incorrect selection, or if you no longer need the product. Please check product specifications and compatibility before ordering, or contact us for advice.

1.2 When you can request a return or exchange

You may request a replacement, repair or refund if the product:

• arrives damaged during delivery;
• is defective or does not work on arrival;
• is different from what you ordered (wrong model, size or quantity); or
• arrives with missing parts or accessories.

1.3 Time limit to report

Please report the issue within 7 days from the date of delivery. Problems found after this period will be handled under the manufacturer’s warranty (see Section 3).

1.4 Conditions

• Proof of purchase (order number or invoice) is required.
• Provide clear photos or a video showing the damage, defect or wrong item, including the packaging and product serial number.
• The product must not have been installed, modified, misused or repaired by anyone other than Solar Nation or an authorised party.
• Return the product with all original packaging, accessories, manuals and free gifts (if any).

1.5 Items that cannot be returned

• Products that have been installed, connected or used, unless they are found to be defective.
• Specially ordered, customised or made-to-order items.
• Products damaged by misuse, negligence, improper installation, power surges, lightning, water or other external causes.
• Clearance items sold “as is”, where stated at the time of purchase.

1.6 Order cancellation before dispatch

You may cancel an online order before it is dispatched by contacting us. Once the order has been dispatched, it cannot be cancelled and Section 1.1 applies.

2. How to Request a Return

1. Contact us by email or WhatsApp with your order number, a description of the issue, and photos or video.
2. Our team will review your request and reply within 3 working days.
3. If approved, we will arrange collection or tell you where to send the item. Do not send items back without our approval.
4. We will inspect the returned item within 7 working days of receiving it.
5. If the claim is confirmed, we will repair or replace the item, or issue a refund if a replacement is not available.

Where a return is approved because of our error or a defect, we will cover the return shipping cost.

3. Warranty Claims

Solar panels, inverters, batteries, EV chargers and other equipment are covered by their respective manufacturer’s warranty, subject to the manufacturer’s terms, conditions and exclusions. If a problem appears after the 7-day reporting period, contact us and we will help you with the warranty claim.

For installed systems, any workmanship warranty is limited to the period and scope stated in your Proposal. Warranty claims are subject to the exclusions in our Terms & Conditions.

4. Solar & Smart Energy System Installations

Systems supplied and installed under a Proposal, Quotation or Service Order are governed by our Terms & Conditions. In summary:

• Cancellation by customer: If you cancel after accepting the Proposal or Quotation, Solar Nation may recover reasonable costs already incurred, including engineering and design, authority and utility applications, specially ordered equipment, procurement, transportation and delivery, mobilisation, and works already performed.
• Refund of balance: Any refundable balance will be returned after deduction of the lawful and reasonable amounts above.
• After installation: Installed systems and components cannot be returned. Defects are handled under the manufacturer’s warranty and our workmanship warranty.
• System performance: Estimated energy generation and savings depend on weather, site conditions, usage and tariffs. Differences from estimates are not grounds for a refund, except as expressly provided in your Proposal.

5. Refunds

• Approved refunds are made to the original payment method, or by bank transfer to an account in the customer’s name.
• Refunds are processed within 14 working days after approval. Your bank or payment provider may take additional time to credit your account.
• Original delivery charges are not refundable unless the return is due to our error or a defective product.
• Free gifts or promotional items must be returned together with the product, or their value may be deducted from the refund.

6. Changes to This Policy

We may update this policy from time to time. The version published on this page at the time of your purchase or acceptance of the Proposal will apply.

7. Contact Us

Solar Nation Sdn. Bhd.
Haier Energy Solar Showroom, GF, Wisma YPR, Jalan 2/87G, Taman Seputeh, Kuala Lumpur
Phone: 03-2276 3099
WhatsApp: 010-371 6828
Email: [email protected]