What to do if your product is damaged
If you believe your product has been damaged during transit please notify PB Electrical Ltd/GoSolar within 10 working days of delivery. All goods ordered as stated on the delivery will be deemed to have been delivered and accepted if we are not contacted within 10 working days. Risk of damage to or loss of the goods passes to the buyer at the time of delivery.
If item(s) are found to be damaged upon arrival the delivery note must be signed for as ‘Damaged on Arrival’ in the remarks or signature line. This will be primary documentation used to make a claim.
If item(s) are found to be damaged after the delivery note is signed then no claim can be made against the courier or PB Electrical Ltd/GoSolar. Please ensure goods are checked thoroughly upon arrival as you are signing to confirm they are in good condition unless otherwise stated.
In the unlikely event that products are found to be damaged inside the packaging then please contact your Order Processor immediately. All claims are fully investigated by our Returns Department. PB Electrical Ltd/GoSolar holds no guarantee of refund or replacement if it cannot be proved that the product was damaged in transit.
Claims must be submitted to your Order Processor. They must be made within 10 working days of delivery if a product is deemed to be damaged on arrival providing the following information is provided:
• Order/shipment number
• Photographic evidence if the items including packaging
*Please note packaging is not under the warranty
What to do if your product is unwanted?
All customers have a ‘Right of Retraction’ 14 working day returns guarantee. Customers can return any re-saleable functioning product to PB Electricals warehouse and receive a credit note provided that you contact PB Electrical Ltd/GoSolar within the stated period of 10 working days of delivery and the product is then returned within 15 working days of receipt of the goods.
Customers are eligible for 75% credit of the products value for all re-saleable items including VAT. Unfortunately we cannot refund any delivery charges incurred returning the goods to PB Electrical Ltd.
You will need to arrange your own transport as PB Electrical Ltd will not collect unwanted goods.
The return will be checked by the PB Electrical Ltd/GoSolar returns team upon receipt and once verified the item(s) are re-saleable a refund will be issued to the buyer within 28 days of receipt of the return. None re-saleable items will not receive a refund and the goods will need to be collected from PB Electrical Ltd within 1 calendar month from notification, if no collection takes places within the stated time period the goods maybe re-cycled.
What to do if your product is faulty
If you believe your product to be faulty, please notify PB Electrical Ltd/GoSolar within 10 working days of delivery otherwise all goods ordered as stated on the delivery note will be deemed to have been delivered and accepted as fit for purpose. Risk of damage to or loss of goods passes to the buyer at time of delivery.
All items believed to be faulty are referred to our Technical Support Team. They will then contact you and may ask you to perform tests to establish the cause of the problem and if possible rectify it.
If phase one of testing is unsuccessful PB Electrical Ltd/GoSolar will advise the next step in order to resolve the problem, as each manufacturer has a different process to adhere to.
Where possible, if a product is deemed to have been faulty at the time of manufacture PB Electrical Ltd/GoSolar will arrange for a replacement from the manufacturer to be delivered or if you do not wish to wait for the manufacturer to replace your item, PB Electrical Ltd/GoSolar may replace the goods. In the latter your account will be fully charged, until the manufacturer confirms faulty.
If no fault is found by the manufacturer this may result in the item being returned to you and no credit will be issued by PB Electrical Ltd/GoSolar. If you have already purchased a replacement product in the interim both charges will apply.
What shall I do if I have received a product I did not order? (an “incorrect” product)
If we have sent you an incorrect product please contact your Order Processor within 10 working days of receiving your order with the following information:
• Order/shipment number
• Part number
• Photograph of goods delivered
PB Electrical Ltd/GoSolar will then do an investigation and if it is confirmed we have sent the incorrect item we will send the replacement and organise collection of the incorrect item at your convenience.
Can I change my mind and keep my goods?
Yes, if you change your mind and decide to keep your purchase within the 14 day right of retraction period and do not want to return your items, please ensure you cancel the return order on the reseller portal to notify us.
What is the returns address?
PB Electrical Ltd/GoSolar
Unit 3D, Milltown Business Park