RMA (Return Merchandise Authorization) Policy

Thank you for choosing us for your solar and battery product needs. We are committed to delivering high-quality products and customer service. Below you will find our Return Merchandise Authorization (RMA) policy, which outlines the process for handling returns, repairs, and exchanges, in compliance with our refund policy and UK consumer protection laws.


Refund Policy
Our refund policy allows for returns within 30 days from the point of sale. If you wish to return a product during this period, please review our Refund Policy for details and eligibility criteria. Products must be unused and in their original packaging to qualify for a refund.


Warranty Claims
For products that fail or malfunction within the warranty period, customers are required to follow the manufacturer’s warranty process. Warranty terms and conditions vary by manufacturer, and we recommend reviewing the product manual for detailed warranty coverage. If assistance is needed, you may contact us, and we will assist with the warranty process, though the final resolution (repair or replacement) is managed by the manufacturer.

The manufacturer typically requests the following information to process a warranty claim:

  • Image of the system installed
  • Serial number of the product
  • Image of the fault, including any testing measurements (e.g., voltages, alarm codes, indicator lights, or error notifications)
  • Video showing the fault in action
  • Date of installation
  • Date of failure
  • Firmware update version, if applicable
  • Detailed description of the issue

Having this information readily available will help streamline the warranty claim process.

Manufacturer’s Obligations under UK Law

Under UK consumer protection law, manufacturers must ensure that products are:

  • Of satisfactory quality – the product should be free from defects, durable, and work as expected.
  • Fit for purpose – the product should function as described and intended.
  • As described – the product must match its description or specifications.
  • If a product does not meet these requirements, the manufacturer must offer a repair or replacement. If neither is possible, a refund may be offered.


Pro-Rata Refunds
If a refund is issued by the manufacturer due to an inability to repair or replace, it may be a pro-rata refund, meaning the amount refunded will reflect the product's usage and the remaining time left on the warranty. For example, if a product with a 5-year warranty fails after 3 years, the refund may cover only the remaining 2 years of the warranty period.


Additional Consumer Rights under UK Law


Your rights are protected under the Consumer Rights Act 2015, which provides for:

  • Short-Term Right to Reject: If a product is faulty, you may reject it and receive a full refund within 30 days of purchase. After this period, repair or replacement applies.
  • Right to Repair or Replacement: After the initial 30-day period, manufacturers are obligated to repair or replace faulty products within a reasonable time and without causing significant inconvenience.
  • Right to a Price Reduction or Final Refund: If repair or replacement fails, you may be entitled to a price reduction or final refund, which may be prorated based on usage.
  • Six-Month Rule: For faults discovered within six months of purchase, the burden of proof lies with the manufacturer to prove the product was not faulty at the time of sale.

Costs of Repair and Replacement

  • Return Shipment Costs: Depending on the manufacturer, the cost of shipping products back for repair or replacement may be borne by the customer. We recommend reviewing the warranty terms for specific details on return shipping obligations.
  • Victron Products Returned to Callidus: If you are returning Victron products to Callidus for testing and the product is found to be not faulty due to customer error (e.g., miswiring, incorrect programming, or misuse), the time spent on testing is chargeable at £70 per hour plus VAT. Additionally, the cost of shipping the product back to you will be at your expense.


Important Notes

  • Repair and Replacement Time Frames: Repairs or replacements should be completed within a reasonable time (typically 30 days) without undue inconvenience to you.
  • Costs of Repair or Replacement: Within the warranty period, the manufacturer usually covers all repair or replacement costs, including parts and labor, unless otherwise stated in the warranty.
  • Exclusions: Warranty claims may be invalidated if the product has been misused, improperly installed, or tampered with in ways not recommended by the manufacturer.


How to Submit an RMA Request
To initiate an RMA request, please contact our customer service team, providing your order number and as much of the required warranty information as possible. We will liaise with the manufacturer on your behalf and guide you through the process.


If you have any questions regarding the RMA or warranty process, or if you need help navigating the manufacturer’s warranty terms, feel free to reach out to us. We are committed to ensuring that your product is repaired, replaced, or refunded as quickly and smoothly as possible.

This RMA Policy is designed to protect your consumer rights under UK law while ensuring that the manufacturer has the opportunity to resolve any issues according to their warranty terms.