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Delivery & Returns

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Delivery

How quickly will I get my order?

How will I know when my order has been despatched?

Can you drop ship directly to my customer?

What happens if my order doesn't arrive?

How will my order be sent?

What countries do you ship to?

What do you charge for shipping?

Returns

Where do I return goods to?

Do I need a returns number?

Can I change my mind and return the goods I've ordered?

I have received the wrong goods.

My goods have arrived damaged.

I have received a faulty item.

 

Delivery

How quickly will I get my order?

  • Typical delivery times are:
    - 1 to 3 working days within the UK.
    - 3 to 5 working days within Europe.
    - 7 to 14 working days for the rest of the world.

  • Most items are despatched within 2-3 days, and if delivery is likely to take longer than this we will let you know before we process your payment.

  • If you need an item by a particular date please tell us when you place the order - it if is urgent, we recommend you phone us.

  • If for any reason we cannot accept your order or anticipate a delay in delivery, we will contact you.

 

How will I know when my order has been dispatched?

  • We will email you confirmation after your order has been despatched.
  • You might not receive this confirmation email if you made a spelling mistake when you entered your email address. Login and check your registered email address.
  • Spam filters in your email program may also block this type of email. Please check your junk mail folders.

 

Can you drop ship directly to my customer?

  • Yes, we can send products directly to your customer, with no The Solar Trader identification.
  • We can use a despatch note provided by you, or we can create one that shows the product coming from you.
  • You can attach a despatch note at the end of the checkout process.
  • If we create a despatch note for you we will show the logo and address that you gave when you registered.

 

What happens if my order doesn't arrive?

  • If you do not receive your goods within 5 working days for UK orders, or 2 weeks for international orders, please contact us for tracking information.

  • If your goods do not arrive within 30 days of your order being accepted, please contact us within 40 days and you can opt for a full refund or for us to make good the non-delivery.

  • Please note, Royal Mail do not consider items to be lost until 14 days have elapsed (or 4 weeks for international items). Items that are lost will be replaced or refunded by us.

 

How will my order be sent?

  • Smaller items are shipped using Royal Mail's first class Recorded delivery service, and larger items are sent using DHL or other reputable courier.

  • A signature will be required, so please ensure that someone will be available to sign for your parcel.

  • If no-one is available to sign, DHL will usually attempt to deliver twice, and then will leave a card telling you how to arrange redelivery or pick up from their local office.

  • Royal Mail will also leave a card with information about redelivery, and you can usually pick up from your nearest Post Office. Be warned, however, you must do this within one week, otherwise the parcel is returned to us.

 

What countries do you ship to?

  • We can deliver to anywhere in the world but because of issues with VAT we cannot drop ship items over 2kg outside of the EU.

  • Smaller items are sent using Royal Mail's International Recorded service, and larger items are sent using a reputable courier such as TNT or DHL.

  • If you are outside of the EU you may be liable for import taxes.

  • For deliveries outside the UK the credit card address must match the delivery address.

 

What do you charge for shipping?

  • UK delivery (excl Channel Islands) starts at £ 5.25 (exc. VAT) for orders up to 1kg.
  • Heavier orders are delivered within the UK at tiered pricing, depending on weight (see below).
  • European shipping starts at £ 24.88 (exc VAT) for orders up to1kg.
  • Heavier items are delivered to Europe at tiered pricing, depending on weight (see below)
  • Shipping outside Europe starts at £ 34.45.
  • Detailed prices (excluding VAT) are as follows:

 

UK (excluding Channel islands) excluding VAT: 

  • up to 1.00kg: £5.25
  • 1.01kg to 2.00kg: £ 9.25
  • 2.01kg to 20.00kg: £17.72
  • 20.01kg to 25.00kg: £19.42
  • 25.01kg to 30.00kg: £21.12
  • 30.01kg to 50kg: £27.90
  • If your order weighs between 3kg-50kg and is larger than 50cm x 50cm x 30cm then the delivery fee will be increased to £41.47. We will contact you if this is required.

UK Channel Isles excluding VAT: 

  • up to 3.00kg: £47.09
  • 3.01kg to 15.00kg: £52.12
  • 15.01kg to 20.00kg: £61.41
  • 20.01kg to 50.00kg: £82.67
  • If your order weighs between 3kg-50kg and is larger than 50cm x 50cm x 30cm then the delivery fee will be increased to £268.60. We will contact you if this is required.

 'Near' Europe (Belgium Ireland, Luxembourg, Netherlands, Germany, France, Austria, Denmark, Italy, Spain, Czech Republic, Portugal, Switzerland, Finland, Norway, Sweden, Estonia, Hungary) excluding VAT: 

  • up to 3.00kg: £24.88
  • 3.01kg to 10.00kg: £36.49
  • 10.01kg to 15.00kg: £39.62
  • 15.01kg to 20.00kg: £44.84
  • 20.00kg to 25.00kg: £50.05
  • 25.01kg to 50.00kg: £76.13
  • If your order weighs between 3kg-50kg and is larger than 50cm x 50cm x 30cm then the delivery fee will be increased to £89.43. We will contact you if this is required.

 European Islands (Malta and Cyprus) excluding VAT: 

  • up to 1.00kg: £8.40
  • 1.01kg to 2.00kg: £15.00
  • 2.01kg to 5.00kg: £40.00
  • 5.01kg to 10.00kg: £65.00
  • 10.01kg to 50.00kg: £200.00
  • If your order weighs between 3kg-50kg and is larger than 50cm x 50cm x 30cm then the delivery fee will be increased to £TBA. We will contact you if this is required.

 Rest of Europe excluding VAT: 

  • up to 10.00kg: £45.13
  • 10.01kg to 15.00kg: £54.37
  • 15.01kg to 20.00kg: £67.57
  • 20.01kg to 25.00kg: £80.77
  • 25.01kg to 50.00kg: £146.77
  • If your order weighs between 3kg-50kg and is larger than 50cm x 50cm x 30cm then the delivery fee will be increased to £252.37. We will contact you if this is required.

USA excluding VAT: 

  • up to 3.00kg: £34.45
  • 3.01kg to 10.00kg: £83.40
  • 10.01kg to 15.00kg: £98.13
  • 15.01kg to 20.00kg: £119.16
  • 20.01kg to 25.00kg: £140.20
  • 25.01kg to 50.00kg: £245.39
  • If your order weighs between 3kg-50kg and is larger than 50cm x 50cm x 30cm then the delivery fee will be increased to £413.69. We will contact you if this is required.

 Rest of the world excluding VAT: 

  • up to 3.00kg: £50.21
  • 3.01kg to 10.00kg: £70.33
  • 10.01kg to 20.00kg: £97.68
  • 20.01kg to 50.00kg: £194.21
  • If your order weighs between 3kg-50kg and is larger than 50cm x 50cm x 30cm then the delivery fee will be increased to £322.91. We will contact you if this is required.

 PLEASE NOTE THE FOLLOWING:

  1. Prices quoted above are exclusive of VAT
  2. Weights will be based on the larger of volumetric or actual weight (please contact us for a CSV file with the product shipping weights)
  3. Items larger than 2kg CANNOT BE DROP SHIPPED  to 'Rest of the World' destinations because of issues with VAT liability. However, you can arrange for your courier to pick up from our warehouse.

 

Returns

 

Where do I return goods to?

  • Please return goods to us at:

The Solar Trader
Sullens Farm
Sunnings Lane
Upminster
Essex
RM14 2DQ
UK

  • Please remember to put your Returns Number on the parcel.

 

Do I need a returns number?

  • Yes. You will need to obtain a Returns Number to return the goods to us; parcels without a Returns Number may be refused.

 


Can I change my mind and return the goods I've ordered?

  • No. We are not under any obligation to take back your goods unless they are faulty or arrived damaged. This includes any goods that are drop-shipped by us. 

 

I have received the wrong goods.

  • If you don't receive what you expected, please let us know immediately. We do our very best not to make mistakes, but if things do go wrong, please let us know as soon as possible so that we can put them right.

  • If the goods are in stock we will despatch the correct items straight away, but will require you or your customer to return the original goods to us. You will be liable for the cost of these goods if they are not returned.

  • You will need to ask us for a Returns Number, in order to return the goods to us; parcels without a Returns Number may be refused.

  • Items must be returned to us unopened and in perfect condition.

 


My goods have arrived damaged.

  • Please check your goods carefully when they arrive, and tell the courier immediately if they are damaged. If you sign to say that the goods were received in good order we cannot subsequently accept liability for damaged sustained in transit.

  • Please contact us as soon as possible. You may need to obtain a Returns Number, and return the goods to us; parcels without a Returns Number may be refused.

  • Once we have received and checked the goods we will despatch a replacement or refund you.

 


I have received a faulty item.

  • Please contact us as soon as possible. DO NOT return the item to us without speaking to us first. Where possible, and particularly with more technical products, we will run through diagnostics by e-mail or phone.

  • If you need to return a faulty item you will need to obtain a Returns Number; parcels without a Returns Number may be refused.

  • Once we have received the faulty item we will test it. If it is faulty and within warranty, we will refund the cost of the goods or send a replacement at our discretion.

  • If an item is returned to us but is found to be not faulty, you will be liable for postage if you wish us to return it to you.