Last updated: October 2025
At Ecotrack Power and Energy Ltd, we strive to ensure our customers are satisfied with every purchase. This Refund and Returns Policy explains the terms under which returns, exchanges, and refunds are accepted for products purchased from ecotrackpowerandenergyltd.com or through our official sales channels.
1. Eligibility for Returns
You may return a product if:
- It is defective or damaged upon delivery.
- The wrong product or quantity was delivered.
- The item is unused, in its original packaging, and returned within 7 days of delivery.
Products that have been installed, altered, or damaged by the customer are not eligible for return.
2. Return Process
To request a return or exchange:
- Contact our support team at sales@ecotrackpowerandenergyltd.com or call +254 713 294313 within 7 days of receiving your order.
- Provide your order number, product details, and reason for return.
- Our team will review your request and guide you on the return procedure.
Customers are responsible for return shipping costs unless the return is due to a mistake on our part (wrong or defective item).
3. Refunds
Once we receive and inspect the returned item, we will notify you about the approval or rejection of your refund.
- Approved refunds will be processed within 7–10 business days to your original payment method.
- Shipping and handling fees are non-refundable, except where required by law.
4. Exchanges
If you receive a defective or incorrect product, we will gladly replace it with the correct item at no additional cost. Exchanges are subject to stock availability.
5. Non-Returnable Items
Certain products cannot be returned or refunded, including:
- Used or installed solar equipment.
- Custom-made or special-order items.
- Products purchased on clearance or promotion (unless defective).
6. Contact Us
For all return or refund inquiries, please contact:
Ecotrack Power and Energy Ltd
Email: sales@ecotrackpowerandenergyltd.com
Phone: +254 713 294313
Website: ecotrackpowerandenergyltd.com