Refund and Returns Policy

ANNA ONLINE STORE LLC
Website: www.annastore.xyz
Email: [email protected]
Phone: (502) 202-8419
Address: 2903 W Carson St, Torrance, CA 90503

At ANNA ONLINE STORE LLC, we are committed to ensuring customer satisfaction with our high-quality home solar panels, wind turbines, and related energy solutions. We understand that circumstances may arise where a return or refund is necessary. This Refund and Returns Policy outlines the terms and conditions for returns, refunds, and exchanges to provide clarity and transparency for our valued customers. Please read this policy carefully before making a purchase.

1. Eligibility for Returns and Refunds

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

  • Timeframe: Requests for returns or refunds must be initiated within 30 days of the delivery date for physical products (e.g., solar panels, wind turbines, or accessories) or within 14 days of the completion of an installation service, unless otherwise specified.
  • Condition of Products: Products must be unused, undamaged, and in their original packaging, with all included components, manuals, and accessories. Installed products are subject to additional conditions (see Section 3 below).
  • Proof of Purchase: A valid receipt, order confirmation, or invoice number must be provided to process any return or refund request.
  • Non-Returnable Items: Certain items are non-returnable, including:
    • Custom-designed or custom-ordered products (e.g., tailored solar or wind energy systems).
    • Products marked as “final sale” or “non-returnable” at the time of purchase.
    • Gift cards, digital products, or software licenses.
    • Services already completed, such as installation or consulting, unless deemed unsatisfactory (see Section 4 below).

2. Return Process

To initiate a return, please follow these steps:

  1. Contact Us: Reach out to our customer service team via email at [email protected] or by phone at (502) 202-8419 within the eligible timeframe. Provide your order number, product details, and the reason for the return.
  2. Return Authorization: Our team will review your request and issue a Return Merchandise Authorization (RMA) number if approved. Returns without an RMA number will not be accepted.
  3. Prepare the Product: Package the product securely in its original packaging, including all components and documentation. Include the RMA number on the package.
  4. Ship the Product: Return the product to our address at 2903 W Carson St, Torrance, CA 90503. Customers are responsible for return shipping costs unless the return is due to a defect, damage, or error on our part (see Section 5 below).
  5. Inspection: Once we receive and inspect the returned product, we will notify you via email regarding the approval or rejection of your return.

3. Returns for Installed Products

Due to the nature of our business, solar panels, wind turbines, or other energy systems that have been installed are subject to additional conditions:

  • Pre-Installation Inspection: Customers are encouraged to inspect products upon delivery and before installation. Any visible damage or defects must be reported within 48 hours of delivery.
  • Post-Installation Returns: If an installed product is found to be defective or fails to meet agreed-upon specifications, please contact us within 14 days of installation. We will evaluate the issue and, if necessary, send a technician to assess the system. Returns or refunds for installed products may be subject to a restocking or service fee, depending on the circumstances.
  • Custom Installations: Systems designed or installed specifically for your property are non-returnable unless defective or covered under warranty.

4. Refunds for Products and Services

  • Approved Refunds: If your return is approved, we will process a refund to your original payment method within 7-10 business days of receiving and inspecting the returned product. Refunds will exclude any shipping costs unless the return is due to our error.
  • Defective or Damaged Products: If a product is delivered damaged, defective, or incorrect, we will cover return shipping costs and provide a full refund or replacement at no additional cost to you, provided the issue is reported within 48 hours of delivery.
  • Service Refunds: If you are dissatisfied with our installation or consulting services, please contact us within 14 days of service completion. We will work with you to address the issue, which may include corrective action, partial refund, or full refund, depending on the situation.
  • Non-Refundable Fees: Any fees for custom designs, consultations, or completed installations are non-refundable unless the service was not performed as agreed.

5. Exceptions and Special Circumstances

  • Manufacturer Warranty: Many of our solar panels, wind turbines, and energy systems come with manufacturer warranties (typically 5-25 years, depending on the product). Issues covered under warranty should be addressed through the manufacturer’s warranty process, and we will assist in facilitating claims.
  • Shipping Errors or Damages: If you receive an incorrect or damaged product, please contact us within 48 hours of delivery. We will arrange for a replacement or refund and cover all associated shipping costs.
  • Cancellations: Orders may be canceled before shipment or installation with no penalty. If an order is canceled after shipment or partial installation, a restocking or service fee (up to 20% of the order value) may apply.

6. Exchanges

If you wish to exchange a product for a different model or specification, please contact us at [email protected] to confirm eligibility. Exchanges are subject to the same conditions as returns, and customers are responsible for shipping costs unless the exchange is due to our error.

7. Contact Us

If you have any questions about our Refund and Returns Policy or need assistance with a return, please reach out to our customer service team:

  • Email: [email protected]
  • Phone: (502) 202-8419
  • Address: 2903 W Carson St, Torrance, CA 90503
    Our team is available to assist you Monday through Friday, 9:00 AM to 5:00 PM PST.

8. Policy Updates

ANNA ONLINE STORE LLC reserves the right to update or modify this Refund and Returns Policy at any time. Any changes will be posted on our website at www.annastore.xyz and will apply to purchases made after the update date.

Thank you for choosing ANNA ONLINE STORE LLC for your renewable energy needs. We are dedicated to providing high-quality products and exceptional service to help you achieve a sustainable future.

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