Welcome to the Altras Solar FAQ page. Here you’ll find answers to some of the most common questions about our products, ordering process, payments, delivery, exchanges, and warranty. If you need further assistance, feel free to contact us.
PLACING ORDERS
Placing an order with Altras Solar is simple:
- Browse our collection and select the product(s) you wish to purchase.
- Click Add to Cart for each item you want.
- Once you’ve finished shopping, proceed to Checkout.
- Enter your contact and delivery information.
- Select your preferred payment method.
- Confirm and place your order.
After your order is received, our team will contact you via Call or WhatsApp to confirm your order, payment, and delivery details before dispatch.
We offer secure and convenient payment options to make your shopping experience simple and hassle-free.
You can pay using M-Pesa PayBill as follows:
- Business Number: 400200
- Account Number: 1167090
To make payment:
- Open the M-Pesa menu on your phone.
- Select Lipa na M-Pesa.
- Choose PayBill.
- Enter the Business Number: 400200.
- Enter the Account Number: 1167090.
- Enter the payment amount.
- Enter your M-Pesa PIN and confirm the transaction.
Cash on Delivery is available for selected locations within Nairobi only and is subject to order confirmation.
Our team will confirm whether your location qualifies before dispatching your order.
We accept major Debit and Credit Cards through our secure online payment gateway.
Simply select the Card Payment option during checkout and follow the instructions to complete your payment securely.
Additional supported payment methods may also be available during checkout depending on the payment gateway in use.
If you experience any difficulty making payment, please contact us and we’ll be happy to assist you.
DELIVERY
Nairobi and Surrounding Areas
Most orders are delivered:
- The same day (where possible).
- The next business day, depending on the order time, location, and product availability.
Outside Nairobi
Orders delivered outside Nairobi generally arrive within 1–3 business days, depending on the destination and the courier or transport provider.
Delivery times may vary due to weather conditions, transport schedules, traffic, or other circumstances beyond our control.
Do you deliver across Kenya?
Yes.
Altras Solar delivers products to customers throughout Kenya using trusted third-party courier and transport providers.
If you’re unsure whether we deliver to your area, please contact us before placing your order.
Delivery charges depend on:
- Your location.
- The size and weight of the product(s).
- The courier or transport provider.
The delivery cost will always be communicated and confirmed before your order is dispatched.
Yes.
We encourage all customers to inspect their package immediately upon delivery.
If you notice:
- Visible damage.
- Missing items.
- An incorrect product.
Please notify Altras Solar as soon as possible and provide photos where applicable so we can assist you promptly.
Returns are accepted only in limited circumstances, including:
- The wrong product was supplied.
- The product has a verified manufacturing defect upon delivery.
- The product is incomplete or missing parts due to our error.
We do not accept returns because:
- You changed your mind.
- You ordered the wrong product.
- You no longer need the product.
- The product was purchased for testing, inspection, or trial purposes.
Please refer to our Returns & Exchanges Policy for complete details.
No.
Altras Solar does not offer refunds as part of our standard returns policy.
Where a return is approved, the product may be:
- Exchanged for the same product.
- Replaced with an equivalent product where appropriate.
- Issued with store credit at our discretion.
Please review our Returns & Exchanges Policy for more information.
WARRANTY
Yes.
Eligible products supplied by Altras Solar are covered by a 12-month limited warranty against manufacturing defects and faulty workmanship under normal use.
The warranty does not cover damage caused by:
- Incorrect installation.
- Misuse or negligence.
- Unauthorized repairs or modifications.
- Power surges, natural disasters, or accidental damage.
- Normal wear and tear.
Please see our Warranty Policy for full warranty terms and conditions.
Please contact Altras Solar with:
- Your proof of purchase.
- Product details.
- A description of the issue.
- Photos or videos where applicable.
Our technical team will inspect the issue and determine whether it qualifies for repair or replacement under the warranty.
Altras Solar carefully inspects and packages every order before dispatch.
Deliveries are handled by independent third-party courier and transport providers. Customers should inspect their package upon delivery and report any visible damage immediately.
Where possible, customers should also notify the courier before accepting a visibly damaged package.
INSTALLATION SERVICES
For selected products and locations, installation services or technical guidance may be available.
Please contact us to confirm whether installation is available for your product or location.
SALES SUPPORT
Our team is happy to help.
Simply contact us with details about your energy needs, and we’ll recommend suitable products based on your requirements and budget.
CONTACT US
We’re always happy to assist you.
Website: www.altrassolar.com
Email: altras@altrassolar.com
Call/WhatsApp: +254 721 380 109
