Return & Exchange Policy
Last Updated: July 15, 2026
At Altras Solar, we are committed to supplying high-quality solar products and providing reliable after-sales support. This Return & Exchange Policy explains how returns, exchanges, and warranty claims are handled.
By purchasing from Altras Solar, you agree to the terms outlined in this policy.
Shipping and Delivery
Altras Solar delivers products across Kenya using independent third-party courier and transport companies. We do not own or operate these transport services.
Every product is carefully inspected and securely packaged before dispatch. Once an order has been handed over to the transport provider, the transportation and handling of the shipment are under the control of the carrier.
Customers are advised to inspect their package immediately upon delivery. If the package appears damaged, tampered with, or mishandled during transit, the customer should:
- Report the issue to the courier or transport provider before accepting the package where possible.
- Take clear photographs of the package and the damaged product.
- Notify Altras Solar within 48 hours of delivery.
While we will assist customers in resolving transit-related issues with the transport provider where reasonably possible, Altras Solar is not liable for loss, damage, or delays caused solely by independent third-party courier or transport companies after products have been dispatched in good condition.
Returns
We accept returns only in the following circumstances:
- The wrong product was supplied by Altras Solar.
- The product has a verified manufacturing defect discovered upon delivery.
- The product is incomplete or missing parts due to an error by Altras Solar.
Customers must notify Altras Solar within 7 days of receiving their order.
To qualify for a return:
- Proof of purchase must be provided.
- The product must be returned with all original accessories, manuals, and packaging where reasonably possible.
- The product will be inspected by our technical team before the return is approved.
Returns We Do Not Accept
To ensure fairness and protect against misuse, Altras Solar does not accept returns where:
- The customer changed their mind.
- The customer ordered the wrong product.
- The customer no longer requires the product.
- The product was purchased for inspection, testing, demonstration, or trial purposes.
- The customer simply wanted to “try” or evaluate the product before deciding whether to keep it.
- The product has been installed, used, modified, or damaged through misuse, negligence, or improper handling.
- The return request is made more than 7 days after delivery, except for valid warranty claims.
Exchange Policy
Altras Solar does not offer refunds as part of its standard returns policy.
Where a return is approved, our standard remedy is an exchange or replacement of the product.
If the original product is unavailable, Altras Solar may, at its discretion:
- Replace it with an equivalent product of equal or greater value.
- Issue store credit for future purchases.
Our technical team will inspect the product and determine whether the issue is covered under this return & exchange policy. Approved claims will be resolved through repair or replacement within a reasonable timeframe, depending on the nature of the fault and product availability.
Contact Us
If you have any questions about this Return & Exchange Policy or would like to request an exchange or warranty service, don’t hesitate to get in touch with us:
Altras Solar
Website: www.altrassolar.com
Email: altras@altrassolar.com
Call/WhatsApp: +254 721 380 109
