Return & Refund

1. Scope

This Policy applies to return and refund services for orders purchased through Sigenergy’s official direct-operated store (eu-store.sigenergy.com) . For products purchased through other sales channels, including but not limited to authorized dealers, distributors, or third-party e-commerce platforms, the applicable return and refund rules shall be governed by the policies of the respective sales channel. Please contact the relevant channel’s customer service for further assistance.

2. Return Policy

	Applicable Conditions	Shipping Cost Responsibility	Processing Time
A. 14-Day Return Without Reason	The request is submitted within 14 business days after delivery; the product is in good condition and does not affect resale.	The customer bears the return shipping cost.	Refund will be issued to the original payment method within 14 business days after receiving and inspects the returned product.
B. Return Due to Quality Issues	Within 14 days after delivery, the product has a quality defect, cosmetic defect, or functional abnormality.	Sigenergy bears all pickup and return shipping costs.	Sigenergy will initiate replacement or full refund within 14 business days after receiving and inspecting the returned product.
C. Refusal Upon Delivery / Shipping Damage	The package is visibly damaged before delivery, or shipping damage is discovered and reported within 3 business days.	Sigenergy bears the relevant cost. Customers should not arrange a second shipment by themselves after refusing delivery.	Sigenergy will initiate replacement or full refund within 14 business days after the customer reports the issue.

The 14-day period shall follow a unified starting rule: as legally required, it shall be calculated from the date the consumer receives the last item. For multi-item orders delivered by freight carrier (including solar panels, main unit and batteries), the 14-day period shall commence on the arrival date of the last delivered package.

A. 14-Day Return Without Reason

• Customers may request a return without reason within 14 days from the date of delivery, provided that the product is in good condition, complete with its original packaging and accessories, and does not affect resale.

• The customer must provide the order number and proof of delivery, such as a logistics screenshot or delivery confirmation.

• For returns without reason, the customer shall bear the return shipping cost. If the product is damaged, incomplete, or otherwise affects resale, corresponding deductions may be made from the refund.

B. Return Due to Quality Issues

• If the product has a quality defect, functional failure, or other non-human-caused issue within 14 days after receipt, the customer may request a free return, replacement, or full refund.

• The customer must provide supporting materials such as photos or videos showing the damage or defect, as well as the product SN code and other necessary proof.

• Once the issue is confirmed to be a quality problem, the return shipping cost will be borne by Sigenergy.

C. Refusal Upon Delivery / Shipping Damage

• If the package is visibly damaged before delivery, or if shipping damage is discovered after opening the package, the customer should contact customer service within 3 business days after refusing delivery or discovering the issue, and provide photos of the packaging and product.

• Sigenergy will coordinate with the carrier to file the relevant claim and arrange a replacement or refund directly for the customer.

• Customers should not arrange a second shipment by themselves after refusing delivery. Otherwise, additional or duplicated shipping costs may arise, and the relevant costs may be deducted from the refund.

3. Return Process

3.1 Submit a Request

Customers may submit a return request by contacting customer service via email at support.consumer@sigenergy.com, providing the order number and reason for return.

3.2 Review and provide RMA Number

Customer service will review whether the request meets the return conditions. If approved, an RMA number and return address will be provided.

3.3 Packaging and Return Shipment

Returned products must include the complete original packaging and all accessories. For lithium battery products, logistics pickup must be arranged in accordance with applicable regulations, including safety measures such as fireproof bags where required.

For non-quality-related returns, the customer shall bear the return shipping cost.

3.4 Warehouse Inspection and Refund

After the warehouse receives the returned product, inspection and refund or replacement processing will be completed within 14 business days. Refunds will be issued to the original payment method.

3.5 Return Restrictions

Returns are not supported in the following circumstances, including but not limited to:

• The return request is submitted after the 14-day return period;

• The product has been used or has obvious human-caused damage, where the issue is not related to product quality;

• The customer returns the product without obtaining a return authorization number (RMA), fails to follow the return instructions, or fails to return all accessories and original packaging as required;

• The returned product was not purchased through Sigenergy’s official online store.