Sales and Refunds

1. Scope: This Sales and Refunds policy applies to products purchased through the Alektra Renewable online shop and related online sales communication. Project-based EPC works, consultancy, inspection services, mapping services, cleaning services, custom engineering, and separately contracted works may be governed by separate agreements, quotations, or work orders.

2. Order Placement: Placing an order on the website does not automatically guarantee final acceptance, dispatch, or stock availability. Alektra Renewable may verify stock, pricing, delivery feasibility, customer details, and payment before processing an order.

3. Pricing: Product prices are shown in BDT unless otherwise stated. Prices may change due to supplier price changes, import cost, currency fluctuation, duty/tax changes, stock availability, or technical error. If an error is identified, Alektra Renewable may contact the customer to confirm, revise, or cancel the order.

4. Payment: Unless online payment is enabled, customers may be required to pay by bank deposit, bank transfer, or another approved method communicated by Alektra Renewable. Customers must mention the order number clearly in the payment reference or deposit slip and send payment proof by email or WhatsApp.

5. Order Processing: Orders may be processed only after payment verification unless Alektra Renewable approves otherwise. Delivery or pickup timing may vary depending on stock, payment verification, courier availability, product size, location, and operational conditions.

6. Delivery and Pickup: Customers may choose courier delivery or pickup where available. Delivery charges, coverage, timeline, and handling may depend on product weight, size, destination, courier policy, and site accessibility. Warehouse pickup is available only after confirmation.

7. Inspection at Delivery: Customers should inspect product model, quantity, package condition, and visible damage at the time of delivery or pickup. Any visible issue should be reported promptly with photos, videos, delivery documents, and order number.

8. Return Eligibility: A return, replacement, or refund request may be considered if the delivered product is wrong, physically damaged at delivery, defective on arrival, missing major manufacturer-supplied accessories, or materially different from the confirmed order.

9. Reporting Timeline: Customers should report return, refund, or replacement issues within 48 hours of receiving the product unless a longer period is required by applicable law or manufacturer warranty. The report must include the order number, customer name, mobile number, issue description, and clear photos/videos.

10. Product Condition: Returned products should be unused, uninstalled, unmodified, and returned with original packaging, accessories, manuals, warranty cards, serial number labels, and invoice where applicable.

11. Non-Returnable Items: Used, installed, modified, cut-to-length, customized, imported-on-demand, special-order, clearance, final-sale, or physically damaged-by-customer products may not be eligible for return or refund unless incorrectly supplied or defective on arrival.

12. Inspection and Approval: All refund, return, or replacement claims are subject to verification by Alektra Renewable, supplier, distributor, courier, or manufacturer where applicable. Receiving a complaint does not automatically guarantee refund or replacement.

13. Refund Method: Approved refunds may be processed by bank transfer or another suitable method after verification. Courier charges, bank charges, gateway charges, and handling charges may be deducted where applicable, unless the issue was caused by Alektra Renewable or the supplied product was wrong or defective.

14. Warranty Claims: After the initial return reporting period, product problems may be handled under manufacturer warranty where applicable. Warranty approval, repair, replacement, timeline, and exclusions depend on manufacturer, distributor, or authorized service center policy.

15. No Refund for Improper Installation or Misuse: Alektra Renewable shall not be liable for refund, replacement, accident, fire, equipment failure, performance loss, or damage caused by improper installation, incorrect wiring, poor earthing, surge, lightning, water ingress, overload, incompatible system design, misuse, negligence, unauthorized repair, or failure to follow manufacturer instructions.

16. Cancellation Before Dispatch: Customers may request cancellation before payment verification, processing, or dispatch. If the product has already been dispatched or specially procured, cancellation may not be possible and return terms may apply.

17. Consumer Rights: Nothing in this policy is intended to exclude rights that cannot be excluded under applicable Bangladesh law.

18. Contact: For sales, refund, return, or replacement questions, contact contact@alektraepc.com and mention the order number clearly.