Refund policy

Return & Refund Policy

At Trust Energy Solutions, we are committed to customer satisfaction and to providing high-quality products and services. Accordingly, we have established a clear Return & Refund Policy designed to protect the rights of both our customers and the company

Return Request Period

A return request may be submitted within 48 hours from the date of delivery, provided that the return conditions outlined below are fully met

The expiration of this period does not affect the customer’s rights relating to warranty coverage or manufacturing defects, in accordance with the applicable warranty terms and relevant laws and regulations

Return Eligibility Conditions

To be eligible for a return, the following conditions must be met:

1. The product must be unused and in its original condition
2. The product must be returned in its original packaging, including all accessories, manuals, warranty cards, and other included items, where applicable
3. The customer must provide the original purchase invoice or valid proof of purchase
4. The product must not have scratches, cracks, physical damage, or any damage resulting from misuse, improper storage, or improper handling
5. The product must not have been installed, operated, or connected to an electrical system, except in cases approved by the company following a technical inspection

Electrical and Electronic Products

Electrical and electronic products, including SolaX inverters, EcoFlow products, batteries, and energy storage systems, are subject to a technical inspection by the Trust Energy Solutions team before any return or replacement request is approved

The purpose of this inspection is to verify the condition of the product and ensure that it has not been used, installed, or damaged in a way that affects its eligibility to be resold as a new product

Batteries and Energy Storage Systems

Standard returns are not accepted for batteries after they have been used, charged, or installed

This does not apply where a manufacturing defect or warranty-covered fault is confirmed. Such cases will be handled in accordance with the applicable product warranty terms and procedures

Installed Products

Standard return requests are not accepted for products that have been installed or operated as part of an electrical system or solar energy system

If a fault or manufacturing defect is identified, the product will be inspected and handled in accordance with the applicable warranty terms and after-sales service procedures

Special and Custom Orders

Products that have been specially ordered, prepared, configured, or customized for the customer may not be eligible for return, unless a manufacturing defect is identified or otherwise agreed in writing

Refund Process

Once a return request has been approved and the product has passed any required technical inspection:

• Any applicable shipping, installation, or service costs already incurred may be deducted based on the actual circumstances of the order
• The approved refund amount will be returned using the original payment method whenever reasonably possible
• Refunds will be processed within up to 7 business days from the date of final approval of the return request
• The time required for the refunded amount to appear in the customer’s account may vary depending on the bank or payment service provider

Return Shipping Costs

For returns not related to a manufacturing defect, the customer may be responsible for the costs of transporting or returning the product to the company

If a manufacturing defect or an error attributable to the company is confirmed, return-related costs will be handled according to the circumstances and the company’s applicable procedures

Important Notes

• Standard return requests submitted after the 48-hour return period will not be accepted
• The return period does not affect the customer’s rights relating to warranty coverage or manufacturing defects
• The company reserves the right to reject any return request that does not meet the conditions stated in this policy
• Products may be subject to technical inspection before a final decision is made regarding return, replacement, or refund
• Nothing in this policy limits or excludes any consumer rights provided under the applicable laws and regulations of the Hashemite Kingdom of Jordan

Contact Us

For any questions regarding returns, replacements, refunds, or warranty matters, please contact Trust Energy Solutions before returning any product

Phone: 06 5544210
Email: info@trustenergy-jo.com
Address: Amman – Al Rabieh, Al Sharif Nasser Bin Jameel Street, Building 71, Third Floor, Office 4