Shipping policy

Shipping & Delivery Policy

At Trust Energy Solutions, we are committed to preparing and delivering orders in an organized and secure manner while clearly explaining the delivery process, estimated timeframes, costs, and responsibilities associated with shipping

This policy applies to orders purchased through our website or confirmed with our sales team, unless different terms are agreed upon in a quotation, contract, or purchase order

1. Delivery Areas

We provide delivery services across various locations within the Hashemite Kingdom of Jordan, depending on the type of product, the customer’s location, and accessibility to the delivery site

Delivery arrangements may differ between Amman, other governorates, and remote areas depending on the size, weight, and nature of the order

2. Order Processing Time

Orders are prepared after confirmation and completion of the required payment according to the agreed payment method

Processing time may vary depending on:

• Product availability in stock
• Product type and quantity
• Order size
• Whether the product requires preparation or inspection before dispatch
• The nature of the project or special order

Where reasonably possible, customers will be informed of any significant expected delay in order preparation

3. Delivery Time

Delivery times vary depending on the customer’s location, product availability, and the delivery provider

Any delivery timeframe communicated to the customer is considered an estimate unless a specific binding delivery date has been agreed upon in writing

Delivery may be affected by circumstances beyond the company’s control, including:

• Weather conditions
• Traffic congestion or road closures
• Delays by delivery companies
• Public holidays
• Emergency circumstances
• Delays caused by suppliers or international shipping

4. Shipping and Delivery Fees

Shipping and delivery fees may be calculated based on:

• Delivery location
• Product weight and dimensions
• Number of items
• Type of product
• Required transportation method

Certain orders may qualify for free delivery as part of specific promotions or campaigns, which will be communicated at the time of purchase

If additional delivery charges arise due to the nature of the site or the need for special transportation, the customer will be informed before delivery whenever reasonably possible

5. Large or Heavy Products

Some solar energy products, batteries, power stations, solar panels, and other large equipment may require special transportation arrangements

In such cases, we may coordinate with the customer in advance regarding:

• Delivery date and time
• Vehicle access to the site
• Product unloading location
• Need for additional labor or handling equipment
• Any additional transportation or unloading charges

Unless otherwise agreed, delivery includes transportation of the product to the agreed delivery location and does not necessarily include installation, carrying products to upper floors, or moving products to areas requiring special handling equipment

6. Inspection Upon Delivery

Customers are encouraged to inspect their order upon delivery and verify:

• The number of items received
• The condition of the outer packaging
• That there is no visible transportation damage
• That the delivered products match the order

If visible damage or missing items are identified, please contact the Trust Energy Solutions team as soon as possible and provide relevant photographs and information so the case can be reviewed

7. Shipping Damage

If it is confirmed that a product was damaged during shipping arranged by Trust Energy Solutions, the case will be assessed and handled in accordance with the company’s applicable procedures

Depending on the circumstances, the appropriate solution may include replacement or another suitable remedy

This does not apply to damage occurring after delivery due to improper storage, handling, misuse, or actions by the customer or another third party

8. Delivery Address and Contact Information

The customer is responsible for providing accurate and complete delivery information, including:

• Name
• Phone number
• Delivery address
• Location details or any necessary directions

If delivery cannot be completed due to incorrect information or the recipient being unavailable, additional charges may apply for another delivery attempt

9. Failure or Refusal to Receive an Order

If the customer cannot be contacted or refuses delivery for reasons unrelated to an error by the company, the customer may be responsible for shipping or return transportation costs, depending on the circumstances

Cancellation and return requests are subject to the company’s Return & Refund Policy

10. Special and Pre-Orders

Products that are not currently in stock or that are specially ordered for a customer may require a longer procurement and delivery period

Customers may be provided with an estimated timeframe when placing the order. However, international shipment arrival dates may change due to circumstances beyond the company’s control, including:

• Manufacturer delays
• Shipping carriers
• Port operations
• Customs clearance
• Government procedures
• Regional or international circumstances

11. Shipping Batteries and Energy Storage Products

Batteries and energy storage products are subject to special transportation and handling requirements due to their technical nature

Shipping methods, costs, and delivery times may therefore differ from standard products, and appropriate transportation methods will be used according to the type of product

12. Delivery and Installation

Delivery and installation are separate services unless the quotation or order clearly states that installation is included

If an order includes installation of a solar energy system, batteries, or other electrical equipment, installation scheduling and requirements will be coordinated separately with the customer

13. Collection from Our Premises

Collection from the Trust Energy Solutions premises may be available for certain products after the order has been confirmed and prior coordination has taken place with our team

Please do not visit to collect an order until you have confirmed that it is ready

14. Delays and Circumstances Beyond Our Control

Trust Energy Solutions makes reasonable efforts to deliver orders within the expected timeframe

However, the company is not responsible for delays caused by circumstances outside its reasonable control

If a delay occurs, we will make reasonable efforts to update the customer with available information and follow up on the order until delivery is completed

15. Changes to the Shipping Policy

Trust Energy Solutions may update this Shipping & Delivery Policy when necessary to reflect changes in services, delivery providers, operating procedures, or regulatory requirements

The policy published on the website at the time the order is placed will apply unless different terms have been agreed upon in writing

16. Contact Us

For any questions regarding shipping, delivery, or order status, please contact:

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