Refund Policy | WHAFIX SOLAR

Effective Date: 1 July 2026

Last Updated: 6 July 2026

At WHAFIX SOLAR, we are committed to providing our customers with genuine solar products, professional installation services, and reliable after-sales support. Customer satisfaction remains one of our highest priorities, and we strive to ensure that every purchase made through our official sales channels is handled with transparency, professionalism, and fairness. While we make every effort to deliver products and services that meet or exceed customer expectations, we understand that there may be circumstances where a customer needs to request a return, replacement, exchange, or refund.

This Refund & Returns Policy has been developed to clearly explain the conditions under which products or services purchased from WHAFIX SOLAR may qualify for a return, replacement, exchange, or refund. It also outlines the responsibilities of both WHAFIX SOLAR and our customers throughout the return process, helping to ensure that every request is assessed consistently, fairly, and in accordance with applicable laws and accepted industry practices.

Because many of the products supplied by WHAFIX SOLAR—including batteries, inverters, solar panels, complete solar systems, electrical accessories, and other energy solutions—are electrical or technical products, certain items cannot be safely resold once they have been installed, energized, configured, or removed from their original condition. As a result, different conditions apply depending on the type of product purchased, the nature of the request, whether installation services have already been performed, and the condition of the product at the time the request is made.

This Policy applies to purchases made through the WHAFIX SOLAR website, our officially authorised sales representatives, WhatsApp Business, telephone orders, social media platforms, physical business locations, and any other authorised sales channels operated by WHAFIX SOLAR. It covers products, accessories, installation services, maintenance services, consultations, inspections, and any future products or services introduced by WHAFIX SOLAR unless a separate policy expressly provides otherwise.

This Policy should be read together with our Terms & Conditions, Warranty Policy, Privacy Policy, and Shipping & Delivery Policy. Where a matter relates specifically to product warranties or service warranties, the applicable Warranty Policy shall also apply.

Nothing contained in this Policy is intended to limit or exclude any rights that customers may have under applicable consumer protection laws within the Federal Republic of Nigeria. Where any provision of this Policy conflicts with mandatory legal requirements, the applicable law shall prevail only to the extent necessary to resolve the inconsistency.

WHAFIX SOLAR accepts eligible return requests for qualifying products in accordance with the conditions set out in this Policy. To ensure product quality, customer safety, and fairness to all customers, every return request is assessed individually before approval is granted. Meeting the basic return conditions does not automatically guarantee that a return, replacement, exchange, or refund will be approved, as each request is subject to inspection and verification.

Return Period

Unless otherwise stated in writing, customers may request the return of an eligible product within two (2) calendar days from the date the product is delivered or collected. Requests received after this period may not qualify for return unless required by applicable law or where the request relates to an approved warranty claim.

General Return Requirements

To be considered eligible for return, the product must generally satisfy all of the following conditions:

• Be returned within the applicable return period.
• Be accompanied by valid proof of purchase, invoice, or order confirmation.
• Remain in substantially the same condition as when supplied.
• Be free from signs of misuse, neglect, abuse, alteration, or accidental damage.
• Include all accessories, manuals, cables, packaging materials, and supplied components where applicable.
• Have all original serial numbers, labels, and identification markings intact and unaltered.

WHAFIX SOLAR reserves the right to decline return requests where any of these conditions are not satisfied, except where otherwise required under applicable law.

Inspection Before Acceptance

Customers are encouraged to carefully inspect every product immediately upon delivery or collection. Any visible damage, missing accessories, incorrect products, or other discrepancies should be reported to WHAFIX SOLAR as soon as reasonably possible. Prompt notification allows us to investigate the issue quickly and, where necessary, coordinate with our logistics partners or suppliers.

Customers should avoid installing, modifying, dismantling, or using any product they believe has been supplied incorrectly or has visible defects before contacting WHAFIX SOLAR. Continued use of a product after discovering an obvious issue may affect the outcome of the return assessment.

Return Approval Process

Before returning any product, customers should contact WHAFIX SOLAR through our official customer support channels to obtain return instructions. Products returned without prior notification may experience delays in processing or, in certain circumstances, may be refused where their origin or ownership cannot reasonably be verified.

Where appropriate, WHAFIX SOLAR may request photographs, videos, serial numbers, or additional information before authorising a return. This helps us identify the reported issue, reduce unnecessary transportation, and provide customers with the most appropriate solution.

Product Assessment

All returned products are subject to inspection upon receipt by WHAFIX SOLAR. During this assessment, we may verify the condition of the product, inspect for physical damage, confirm serial numbers, test functionality where appropriate, and determine whether the reported issue falls within the scope of this Policy or our Warranty Policy.

If inspection reveals that a product has been damaged after delivery due to misuse, improper handling, unauthorised modification, unsuitable storage conditions, or installation carried out contrary to manufacturer recommendations, the return request may be declined.

Fair Use of this Policy

This Policy is intended to provide a fair and transparent process for genuine customers. WHAFIX SOLAR reserves the right to refuse any request that appears to be fraudulent, abusive, misleading, or intended to obtain an unfair advantage. Examples include repeated returns of the same type of product without reasonable justification, the submission of false information, or attempts to return products that have clearly been used, altered, or intentionally damaged.

Nothing in this section affects any legal rights available to customers under applicable consumer protection legislation. WHAFIX SOLAR remains committed to assessing every genuine request objectively and in good faith.

While WHAFIX SOLAR is committed to providing a fair and transparent returns process, certain products and services cannot be returned or refunded due to safety, hygiene, technical, operational, or commercial reasons. Many of the products we supply are electrical or electronic equipment that cannot be safely resold once installed, energized, configured, or removed from their original condition. Customers are therefore encouraged to carefully review product specifications, compatibility requirements, and quotations before completing a purchase.

Unless otherwise required by applicable law or expressly agreed by WHAFIX SOLAR in writing, the following products and services are generally not eligible for return or refund.

Opened or Used Electrical Products

For safety and quality assurance reasons, products that have been opened, installed, powered on, configured, modified, or used after delivery may not be eligible for return or refund. This includes products whose condition no longer allows them to be sold as new.

Examples include, but are not limited to:

• Opened or installed batteries.
• Installed or mounted solar panels.
• Used inverters or hybrid inverters.
• Installed solar generators.
• Configured smart home devices.
• Electrical accessories that have already been connected or commissioned.

Customised and Special-Order Products

Products specifically ordered, imported, assembled, configured, or manufactured to meet a customer's individual requirements are not eligible for return or refund simply because the customer changes their mind after the order has been confirmed.

This includes customised solar systems, specially sourced equipment, products imported upon request, bespoke installations, and any solution designed specifically for a customer's property or project.

Installation and Professional Services

Professional services supplied by WHAFIX SOLAR represent the time, expertise, labour, transportation, planning, and technical knowledge invested in completing the requested work. Once these services have been provided, the associated fees are non-refundable.

Services that are generally non-refundable include:

• Installation services.
• Site inspections.
• Energy audits.
• System design services.
• Consultation services.
• Maintenance visits.
• Repair services.
• Upgrade services.
• Call-out charges.

Where an installation appointment has been confirmed and a customer fails to make the property accessible without reasonable notice, WHAFIX SOLAR reserves the right to charge an additional call-out fee before arranging another visit.

Products Damaged After Delivery

Products that become damaged after successful delivery due to customer handling, accidental damage, improper storage, environmental exposure, misuse, negligence, or use contrary to manufacturer instructions are not eligible for return or refund.

This includes damage resulting from:

• Water or liquid exposure.
• Lightning strikes.
• Power surges.
• Fire or excessive heat.
• Improper transportation after delivery.
• Dropping or physical impact.
• Reverse polarity connections.
• Incorrect battery configuration.
• Unauthorized repairs or modifications.

Products Installed by Third Parties

Where products supplied by WHAFIX SOLAR are installed, repaired, altered, relocated, or modified by persons other than WHAFIX SOLAR or an authorised service provider, WHAFIX SOLAR shall not be responsible for damage arising from such work. Returns or refunds will generally not be approved where the reported issue results from improper third-party installation or workmanship.

Customer Change of Mind

WHAFIX SOLAR does not generally provide refunds where a customer changes their mind after purchase, orders the wrong product, no longer requires the product, or discovers that the product is incompatible with equipment not disclosed before purchase. Customers are encouraged to seek technical advice from our team before placing an order if they are uncertain about product compatibility or system sizing.

Digital Products and Future Services

Where WHAFIX SOLAR supplies downloadable documents, software, digital licences, monitoring subscriptions, or other digital products in the future, such items shall generally become non-refundable once access has been granted or delivery has commenced unless otherwise required by law.

WHAFIX SOLAR's Right to Refuse Returns

WHAFIX SOLAR reserves the right to refuse any return or refund request where:

• The product does not satisfy the return conditions set out in this Policy.
• The return request is made outside the applicable return period.
• The product has been intentionally damaged or altered.
• Serial numbers or identification labels have been removed or tampered with.
• The customer provides false or misleading information.
• The request is considered fraudulent or abusive.
• The product is otherwise excluded under this Policy.

Any decision to refuse a return will be communicated together with the reasons for that decision where reasonably practicable.

WHAFIX SOLAR is committed to ensuring that customers receive the correct products in good working condition. Where an issue is identified that qualifies under this Policy or our Warranty Policy, we will work diligently to provide an appropriate resolution, which may include replacement, exchange, repair, or another suitable remedy depending on the circumstances.

Wrong Product Supplied

If WHAFIX SOLAR supplies a product that differs materially from the item ordered, customers should notify us as soon as reasonably possible after delivery. Once the issue has been verified, WHAFIX SOLAR will arrange for the incorrect product to be returned and the correct product supplied, subject to product availability.

Products Damaged During Delivery

If a product arrives visibly damaged during transportation, customers should notify WHAFIX SOLAR immediately and, where possible, provide photographs of the product, packaging, and any visible damage before installation or use.

Where our investigation confirms that the damage occurred during transit, WHAFIX SOLAR will, at its discretion, arrange an appropriate replacement or exchange after coordinating with the relevant courier, haulage company, or logistics provider.

Manufacturer Defects

Products that are found to contain manufacturing defects may qualify for repair, replacement, or warranty support in accordance with the manufacturer's warranty terms and the WHAFIX SOLAR Warranty Policy.

Where necessary, products may be inspected, tested, or submitted to the manufacturer for technical evaluation before a final decision is made. Customers acknowledge that this process may require a reasonable amount of time depending on the nature of the reported fault.

Dead-on-Arrival (DOA) Products

If an eligible product is found to be non-functional immediately upon first use due to a verified manufacturing defect, customers should discontinue use and contact WHAFIX SOLAR promptly. Following inspection and confirmation of the fault, an appropriate replacement or other remedy may be provided where applicable.

Product Exchanges

Where an exchange is approved, the replacement product will ordinarily be of the same model and specification as the original purchase. If the original product has been discontinued, is no longer available, or cannot reasonably be supplied, WHAFIX SOLAR may, at its discretion, offer an equivalent product of similar functionality and value or discuss alternative options with the customer.

Relationship with the Warranty Policy

Some issues reported after delivery may fall outside the scope of this Refund & Returns Policy but remain eligible for consideration under the WHAFIX SOLAR Warranty Policy. In such cases, WHAFIX SOLAR will advise the customer accordingly and process the request under the applicable warranty terms.

Nothing in this Policy should be interpreted as extending, reducing, or replacing any manufacturer's warranty or any warranty expressly provided by WHAFIX SOLAR.

Assessment Before Approval

All requests for replacement, exchange, or warranty support remain subject to inspection and verification by WHAFIX SOLAR. We reserve the right to carry out reasonable testing, review installation records, inspect photographs or videos, request supporting documentation, or consult the product manufacturer before approving any claim.

Our objective is to ensure that every claim is assessed fairly, consistently, and based on the available technical evidence while providing customers with an efficient and transparent after-sales experience.

WHAFIX SOLAR is committed to handling approved refunds, cancellations, and delivery-related concerns in a fair, transparent, and efficient manner. Every request is carefully reviewed based on the circumstances of the purchase, the condition of the product, and the applicable provisions of this Policy, our Terms & Conditions, and, where relevant, our Warranty Policy.

Refund Eligibility

Refunds are not the default remedy for every issue reported by a customer. Depending on the nature of the concern, WHAFIX SOLAR may determine that a replacement, repair, exchange, or warranty service is the most appropriate solution. Refunds are generally considered only where they are justified by the specific circumstances of the transaction.

Subject to verification and approval, refunds may be considered where:

• The ordered product becomes permanently unavailable before delivery and no suitable alternative is accepted by the customer.
• WHAFIX SOLAR is unable to fulfil a confirmed order due to supplier constraints or operational reasons.
• An incorrect product is supplied and a replacement cannot reasonably be provided.
• Applicable law requires that a refund be issued.

Except where required by law, refunds will generally not be issued where an appropriate replacement, repair, or exchange can reasonably resolve the issue.

Refund Method and Processing Time

Approved refunds will ordinarily be processed using the same payment method originally used for the purchase wherever reasonably practicable. Where this is not possible, WHAFIX SOLAR may agree on an alternative refund method with the customer.

Once a refund has been approved, WHAFIX SOLAR will initiate the refund process within a reasonable period. The time required for funds to appear in the customer's account may vary depending on the payment provider, financial institution, card issuer, or payment gateway involved. WHAFIX SOLAR shall not be responsible for delays caused by third-party payment processors after the refund has been initiated.

Order Cancellation by Customers

Customers may request the cancellation of an order before it has been dispatched, shipped, collected, specially ordered, or entered into installation scheduling. Once an order has progressed beyond these stages, cancellation may no longer be possible or may be subject to reasonable administrative, logistics, or restocking charges where permitted by law.

Orders involving specially imported products, customised solar systems, or products specifically procured for a customer's project cannot ordinarily be cancelled once procurement has commenced.

Order Cancellation by WHAFIX SOLAR

WHAFIX SOLAR reserves the right to cancel or decline any order before delivery where reasonably necessary, including but not limited to the following circumstances:

• The ordered product is no longer available.
• A pricing, technical, or listing error has occurred.
• Payment cannot be successfully verified or completed.
• Fraudulent activity or suspicious transactions are reasonably suspected.
• The delivery address falls outside our current service coverage.
• A supplier becomes unable to fulfil the order.
• Compliance with applicable law or regulatory requirements prevents fulfilment.

Where payment has already been received for an order cancelled by WHAFIX SOLAR, any applicable refund will be processed in accordance with this Policy.

Pricing Errors

Although WHAFIX SOLAR makes every reasonable effort to ensure the accuracy of pricing displayed on our website and other sales platforms, pricing errors may occasionally occur due to technical issues, human error, supplier updates, or system failures.

Where a product has been listed at an obviously incorrect price, WHAFIX SOLAR reserves the right to cancel the affected order before delivery and notify the customer accordingly. Customers will not acquire a contractual right to receive products at manifestly incorrect prices resulting from genuine pricing errors.

Delivery Issues

Customers are encouraged to inspect all products promptly upon delivery or collection. Any concerns relating to missing items, incorrect products, visible transportation damage, or incomplete deliveries should be reported to WHAFIX SOLAR without unnecessary delay.

Delivery timeframes provided by WHAFIX SOLAR are estimates only and may occasionally be affected by circumstances beyond our reasonable control, including traffic conditions, severe weather, supplier delays, transport disruptions, public holidays, industrial actions, government restrictions, or other unforeseen events. While we make every reasonable effort to minimise delays, such circumstances shall not automatically entitle a customer to a refund or compensation.

Failure to Accept Delivery

Where a customer repeatedly fails to receive a scheduled delivery, provides incorrect delivery information, or is otherwise unavailable after reasonable delivery attempts have been made, WHAFIX SOLAR reserves the right to charge any additional delivery costs incurred before arranging a further delivery attempt.

To ensure a fair, transparent, and efficient returns process, customers are expected to cooperate with WHAFIX SOLAR throughout the assessment of any return, replacement, exchange, or refund request. The rights granted under this Policy are intended to protect genuine customers and are not to be used in a manner that is fraudulent, misleading, or abusive.

Customer Responsibilities

Customers are responsible for providing accurate information when placing an order and when submitting a request under this Policy. This includes providing correct contact details, proof of purchase, product information, serial numbers where applicable, and any additional documentation reasonably requested to assist in the assessment of a claim.

Customers should ensure that products are handled, stored, installed, operated, and maintained in accordance with the manufacturer's instructions and any guidance provided by WHAFIX SOLAR. Failure to do so may affect eligibility for returns, replacements, or warranty support.

Where WHAFIX SOLAR requests photographs, videos, inspection access, or additional technical information, customers agree to provide such information within a reasonable period to facilitate the assessment process.

Fraud Prevention

WHAFIX SOLAR reserves the right to investigate any request that appears unusual, inconsistent, or potentially fraudulent. We may decline requests where there is reasonable evidence of false claims, altered documentation, deliberate product damage, serial number tampering, repeated abuse of our returns process, or any attempt to obtain products or refunds through dishonest means.

Where fraudulent activity is reasonably suspected, WHAFIX SOLAR may suspend the assessment process while appropriate investigations are carried out and may report suspected unlawful conduct to the relevant authorities where required by law.

Chargebacks and Payment Disputes

Customers experiencing concerns with an order are encouraged to contact WHAFIX SOLAR directly before initiating a payment dispute or chargeback through their bank or payment provider. Many issues can be resolved more quickly through direct communication.

Where a chargeback is initiated while a genuine return, replacement, warranty, or refund request is already being actively processed, WHAFIX SOLAR reserves the right to suspend further action until the payment dispute has been resolved.

Reservation of Rights

WHAFIX SOLAR reserves the right to refuse any request that does not comply with this Policy, our Terms & Conditions, or applicable law. We also reserve the right to verify ownership, inspect returned products, request additional documentation, and determine the most appropriate remedy based on the circumstances of each individual case.

Nothing in this Policy limits WHAFIX SOLAR's right to recover outstanding amounts lawfully owed, pursue remedies for fraudulent conduct, or enforce any rights available under applicable law.

Policy Updates

WHAFIX SOLAR may revise this Refund & Returns Policy from time to time to reflect changes in our products, services, operational processes, legal obligations, or business practices. Any updated version will become effective upon publication on our official website unless a different effective date is stated.

The version of this Policy applicable to a particular purchase will generally be the version in effect on the date the order was placed, unless otherwise required by applicable law.

WHAFIX SOLAR believes that clear communication is an essential part of providing excellent customer service. If you have any questions regarding this Refund & Returns Policy, require clarification before making a purchase, or wish to submit a return, replacement, exchange, or refund request, we encourage you to contact our customer support team through our official communication channels. Our team will make reasonable efforts to provide timely assistance and guide you through the appropriate process.

Official Contact Information

For all enquiries relating to returns, refunds, replacements, warranty claims, deliveries, or after-sales support, please contact us using the details below:

• Registered Business Name: WHAFIXX ENTERPRISES
• Trading Name: WHAFIX SOLAR
• CAC Registration Number: BN7978945
• Email: whafixsolar@gmail.com
• Telephone: +234 813 8399 667
• WhatsApp: +234 813 8399 667
• Business Locations: Lagos and Benin City, Nigeria

To enable us to assist you efficiently, customers should include relevant information when contacting us, such as their order number, invoice number, product details, photographs where applicable, and a clear description of the issue. Providing complete and accurate information helps reduce delays during the assessment process.

Assessment of Requests

Each request received by WHAFIX SOLAR is reviewed individually based on its own circumstances. We aim to assess all genuine requests fairly, consistently, and in accordance with this Policy, our Terms & Conditions, our Warranty Policy, and any applicable legal requirements. Depending on the nature of the request, additional technical assessment, supplier verification, or product inspection may be required before a final decision is communicated.

While we make every reasonable effort to resolve customer concerns promptly, assessment times may vary depending on product availability, logistics, manufacturer response times, or the complexity of the issue being investigated.

Policy Amendments

WHAFIX SOLAR reserves the right to amend, revise, or update this Refund & Returns Policy at any time to reflect changes in our products, services, business operations, legal obligations, industry standards, or customer service practices. Updated versions will be published on our official website together with the revised effective date where appropriate.

Any amendments to this Policy shall apply prospectively from the date they become effective and will not ordinarily affect return or refund requests relating to purchases completed before the updated Policy came into effect unless otherwise required by applicable law.

Relationship with Other Policies

This Refund & Returns Policy should be read together with the WHAFIX SOLAR Terms & Conditions, Warranty Policy, Privacy Policy, Shipping & Delivery Policy, and any other policies published on our website. Where a matter specifically relates to warranty coverage, installation services, privacy, or website use, the relevant policy shall also apply in addition to this Policy.

Our Commitment to Customers

At WHAFIX SOLAR, we believe that building long-term customer relationships requires honesty, transparency, and dependable after-sales support. We are committed to supplying genuine products, delivering professional workmanship, and treating every customer request with fairness and respect.

Where genuine issues arise, our goal is to work with our customers to reach practical and reasonable solutions in accordance with this Policy. We encourage customers to contact us as soon as possible whenever assistance is required, as early communication often allows concerns to be resolved more efficiently.

We sincerely appreciate the confidence our customers place in WHAFIX SOLAR and remain committed to continually improving our products, services, and customer experience while maintaining the highest standards of professionalism and integrity.