Return and refund policy

This policy applies to every product and service supplied by Ecopacq Nigeria Limited (“Ecopacq”, “we”, “us”). It forms part of the terms and conditions and of every quotation and contract. If the written contract differs, the contract prevails.

1. Remedy

The remedy, in this order, is:

1. Repair of the item or the work.
2. Replacement with the same model, or with an equivalent or better model of at least the same rating if the original is no longer available.
3. Re-performance of work that was not carried out to the agreed standard.

We select the remedy after inspection. A refund is considered only where we confirm in writing that repair, replacement and re-performance are not possible.

2. When a refund is payable

A refund is payable only if all of the following are met:

• the defect or non-conformity is within this policy or the warranty;
• notice was given within the period in section 3;
• we have inspected the item or the work; and
• we have confirmed in writing that we cannot repair, replace or re-perform.

The refund is limited to the price paid for the affected item or service, as shown on the invoice. It does not include the remainder of the system, labour on unaffected items, or any other loss.

3. Notice

• Missing, damaged or non-conforming items: written notice within 7 days of handover. Handover is the date the system is commissioned and handed over, or the delivery date for a supply-only order.
• A fault notified after those 7 days is dealt with under the manufacturer’s warranty and the workmanship terms in the contract, not under this policy.
• A claim outside these periods is not accepted under this policy.

You shall inspect the system at handover. Signature of the handover document, or use of the system, is acceptance that it was received complete and in working order, except for a matter noted in writing at handover or notified within the 7 days.

4. Items that cannot be returned

Except under section 2, the following cannot be returned or refunded once supplied:

• equipment ordered or imported for the project;
• an item that has been installed, connected or mounted;
• a battery that has been commissioned or charged on site;
• cable, conduit, trunking, mounting rail or other material cut or modified for the site;
• software, an application, a licence or a subscription once activated;
• a site survey, energy audit, design, labour, delivery, transport or commissioning, once carried out.

5. Cancellation

You may cancel in writing. The consequence depends on the stage reached:

• Before any equipment is ordered: we refund sums paid, less costs already incurred, including site survey, energy audit, design and administration. We provide a written breakdown.
• After equipment has been ordered for the project: no refund is due. The equipment is delivered, or held for collection or later installation on a date agreed in writing. Storage and re-delivery may be charged.
• After installation has started: no refund is due. You remain liable for work done and equipment supplied to the date of cancellation.

On a 70/30 plan or a milestone plan, any balance for equipment already ordered or work already done remains payable.

6. How to claim

Send the claim to the email in the contact section, with:

• your name, phone number and site address;
• the invoice or quotation number;
• a description of the defect and the date you first noticed it;
• photographs or video of the item, its label and its serial number.

We will inspect on site or at our office. You shall give reasonable access and shall keep the item and its packaging until the claim is decided. We will give the decision in writing after inspection.

7. Refusal

A claim is refused, and a warranty may be void, where:

• the serial number or product does not match our records or the item supplied;
• the equipment shows tampering, misuse, physical damage, water ingress or overloading;
• the system was modified, moved, repaired or added to by anyone other than Ecopacq or a person approved by us in writing;
• a load beyond the agreed design was connected;
• the damage was caused by a grid or generator surge, lightning, fire, flood, theft, pests, or another event outside our control;
• required maintenance was not carried out;
• notice was outside section 3; or
• the information given with the claim is false or misleading.

8. Payment of a refund

• A refund is paid only to the original payer, by transfer to an account in that payer’s name, or by the original payment method.
• We do not pay a refund in cash or to a third party.
• Any sum you owe us, and any deduction permitted by section 5, is set off first.

9. Chargebacks

If you raise a chargeback or payment dispute with a bank or card issuer while a claim is open with us, or without first contacting us, the claim is treated as withdrawn and we may give our records to the bank. Equipment not paid for in full remains our property under the terms and conditions.

10. Statute

Nothing in this policy excludes a right under Nigerian law, including the Federal Competition and Consumer Protection Act 2018, that cannot lawfully be excluded. If this policy conflicts with such a right, that right applies to the extent the law requires, and the rest of this policy continues.

11. Changes

We may amend this policy. The version that applies is the version published on the date you accepted the quotation. The date at the top of this page is the date of the current version.