Returns - Terms and Conditions

Terms and Conditions for Returns

Secon Renewables prides itself on excellent products, customer service and pricing. We will always endeavour to rectify any problems promptly and efficiently so you as customers can carry out your business effectively. However, items returned to us take time to process and this increased workload ultimately becomes a business overhead that must be reflected in pricing, which we are keen to reduce to a minimum.

Many warranty claims turn out to be perfect working items that have not been correctly commissioned. Other defective items have been damaged by installation issues.

1. Warranty Claims

Warranty claims differ for each manufacturer, if you are unsure of the warranty period of a product please speak to our technical team.

If you suspect any item has a manufacturing defect please contact us, in some cases we may need to refer you directly to the manufacturer. We will happily offer a replacement item sent out using a standard invoice due and payable. We will issue Returns Authorisation to be completed and returned with the faulty item(s). Please note that we will only accept items for which a Returns Authorisation is issued. Additional items will require a new Returns Authorisation. If an item is to be returned to Secon we will perform an initial test of the unit, some manufacturers may require the item to be returned to them for testing.

If we find the item is not defective, you will be informed by email as to our diagnosis. We will retain the item here to be shipped back with your next order, or if you prefer, send it back immediately subject to you paying carriage costs. The invoice for any replacement item already sent to you remains payable in full.

If we find the item has a manufacturing defect the replacement item invoice will be credited in full and your reasonable costs of return carriage will be credited. If the unit has been damaged by installation issues, the invoice for the replacement item remains payable in full and you will be offered the repaired item back for the repair cost.

2. Items correctly supplied returned for credit

You may return current stock items which are unused for credit within 30 days of the invoice date subject to approval, provided it is unused, in the original packaging, with all items unmarked and the carton is intact – i.e. it is in resalable condition. Carriage costs for shipping the item back must be borne by you and we reserve the right to charge up to 20% restocking charge. If the item is not resalable, we will contact you to discuss either an increased restocking cost or that we cannot accept the unit. If you wish to return an item you must send an email to orders@seconrenewables.com stating the item(s) you wish to return, the reason for the return and the original invoice number. If the return is authorised you will be sent a Returns Authorisation Form to complete which must be returned with the item(s). Failure to include the Returns Authorisation Form with the item(s) may result in delay of processing the credit note.

Items supplied directly from supplier are subject to the supplier’s return policy, please speak to our orders team regarding direct from supplier returns as some require further information or may not allow returns.

Any credit applicable will be offered to your account for use against future purchases.

3. Items incorrectly supplied / shortages

We double check all orders in the office before we pass them to the warehouse as picking lists. All picking lists are also double checked in the warehouse. However, occasional mistakes do happen and our first priority is to supply you with the correct items, direct to site next day if required. Please bear in mind that some are mixed cartons, e.g. brassware and controllers may have metal items heavily wrapped and these may not be immediately obvious. To reduce carton numbers, we may also double items up – e.g. expansion vessel, hoses etc.

Please contact us within 5 days of delivery if you suspect your order is not correct. We will check your order documents immediately and check with the warehouse if any unusual packing practices have been used, etc. We use various checks for the avoidance of doubt - e.g. comparing our stock level with the database and the consignment weight with the item weight and checking the photographs of pallets prior to despatch. If items are missing but itemised on the original invoice we will ship them to you straightaway on delivery note and we will pay carriage costs.

If items have been incorrectly supplied, we will send the correct items free of charge and arrange a collection of the incorrectly supplied items. You may keep the incorrect items if they are useful to you and we will invoice you for them with no carriage cost.