Solatrix – Customer Service & Policies

 

Valid as of March 13th, 2026 and subject to change without notice

1. Scope & Applicability

These terms apply exclusively to business customers within the meaning of EU commercial law.

Solatrix does not sell directly to consumers. Accordingly, consumer protection regulations under Directive 2011/83/EU, shall not apply.

By submitting an inquiry, the customer confirms that they are acting in a professional and/or commercial capacity.

2. Customer Service Contact

For any questions or assistance, business customers may contact us at:

  • Email: support@solatrix.com
  • Response time: Within 1–2 business days (Monday–Friday)

3. Orders & Binding Agreement

  • All orders placed are subject to confirmation by Solatrix and an Agreement for supply of products and/or services shall be executed.
  • Orders become final and non-revocable once:
    • Agreement is fully executed and the advance payment has been received by Solatrix in full, or
    • Production of structures and/or cables has been initiated, or
    • Solar Panels and/or batteries and/or inverters have been shipped

4. Cancellation Policy

Order cancellations shall be accepted within 24 hours of order placement and after a written request submitted via email to support@solatrix.com including the reason for cancellation.

In case the Agreement is already signed, an Annex for the cancellation shall be executed between the official representatives of Solatrix and the Buyer.

In case the advanced payment is already remitted, it can be refunded minus the bank fees for receipt and remittance

5. Return Policy

Returns are not a statutory right and are accepted only under the conditions below.

a. Eligible Returns

A return may be authorized only for solar panels if:

  • A Return Authorization (RMA) is granted in writing by Solatrix,
  • The request is submitted prior to delivery and unloading/unsealing of custom seal.
  • In case of return, the Buyer shall cover all shipping costs and any applicable fees.
b. Non-Returnable Items

The following items cannot be returned under any circumstances:

  • Batteries, Cables, Inverters, Structures
  • Solar Panels that have been unpacked from the pallet or damaged during unloading
  • Custom-configured systems (including sizing, wiring, or project-specific components)
  • Products damaged due to improper installation, misuse, or third-party handling

All shipping, handling, and logistics costs are borne by the customer unless explicitly agreed otherwise in writing.

6. Refund Policy

Refund Eligibility

Refunds are issued only after:

  • The returned goods are received and inspected by Solatrix, and
  • Solatrix confirms full compliance with return conditions.
Refund Method
  • All refunds are processed exclusively to the original payment method used at checkout, in accordance with Payment Provider rules.
  • Refunds cannot be issued via alternative methods.
Processing Time
  • Refunds are initiated within 3-10 business days after approval by Solatrix.
  • Final settlement timing depends on the payment provider and the bank of the Buyer.
Non-Refundable Costs
  • Shipping fees
  • Handling fees
  • Transaction fees charged by payment providers are non-refundable, unless the return is due to a confirmed error of Solatrix.

7. Chargebacks & Payment Disputes

  • Customers agree to contact Solatrix first before initiating any chargeback or payment dispute.
  • Unauthorized chargebacks may result in:
    • Immediate account suspension,
    • Refusal of future orders,
    • Recovery of dispute fees and administrative costs.

Solatrix reserves the right to submit full documentation to the payment provider in the event of a dispute.

8. Governing Law & Jurisdiction

  • These terms are governed by EU commercial law and the applicable national law of the seller’s registered entity.
  • Any disputes shall fall under the exclusive jurisdiction of the competent commercial courts of the seller’s jurisdiction.

9. Acceptance of Terms

By submitting an inquiry or completing a payment to Solatrix, the customer confirms that they:

  • Are a business entity,
  • Have read and accepted these terms,
  • Waive any consumer rights not applicable to B2B transactions.