This draft explains the intended distance-selling withdrawal process. It must be aligned with the final fulfilment workflow and reviewed before launch.
14-day right of withdrawal
A consumer generally has 14 days from receiving the goods to notify Solarco of withdrawal from an online purchase without giving a reason. For an order delivered in separate parts, the period generally runs from receipt of the last item or part. The notice must be sent before the period expires.
How to withdraw
Send an unambiguous statement to info@example.com or [POSTAL ADDRESS], including your name, address, order reference, products concerned and the date. A model form may be used but is not mandatory. Solarco will acknowledge an electronic withdrawal notice without undue delay.
Returning products
After notifying withdrawal, send the products back within 14 days to [RETURN ADDRESS], securely packed with accessories and documentation. The consumer bears the direct return cost only where this was clearly disclosed before purchase. Non-standard freight for panels, batteries or pallets must be estimated or explained before ordering.
Refunds
Solarco will refund eligible payments, including the least expensive standard delivery offered, within 14 days after being informed of withdrawal. The refund may be withheld until the goods are returned or the consumer supplies evidence of return, whichever occurs first. The original payment method is used unless otherwise agreed without extra cost.
Handling and diminished value
A consumer may inspect goods as they would in a shop. They may be responsible for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. Safe electrical and battery products should not be installed or energised merely for inspection.
Exceptions
The right may not apply to genuinely made-to-specification or clearly personalised goods and other statutory exceptions. The exception must be assessed narrowly and disclosed before the order; a normal choice among standard catalogue components is not automatically a personalised product.
Faulty or non-conforming goods
Withdrawal is separate from statutory conformity rights. If goods are faulty, damaged, incorrect or not as described, contact info@example.com promptly with the order reference and evidence. Mandatory remedies and the legal guarantee remain available even after the withdrawal period.
Model withdrawal wording
To [SELLER NAME AND ADDRESS]: I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: [GOODS]. Ordered on/received on: [DATE]. Consumer name and address: [DETAILS]. Signature (only for paper notice): [SIGNATURE]. Date: [DATE].