Refund and Returns Policy

REFUNDS & RETURNS POLICY

Renewable Solar Energy Resources 202403296793 (003666511-D)
(“RSER”, “we”, “our”, “us”)

1. GENERAL STATEMENT

This Refunds & Returns Policy governs all products and services provided by RSER and forms part of our Terms & Conditions.

By purchasing our products or engaging our services, you acknowledge and agree to this policy.

All refund and return requests are subject to review and approval by RSER, in accordance with applicable Malaysian law.

2. ONLINE PRODUCT PURCHASES

2.1 Eligibility for Returns

Products purchased via our website may be returned only if:

  • The product is defective or damaged upon delivery;
  • The incorrect product was delivered.

All return requests must be submitted within 7 days of receipt.

2.2 Conditions for Return

To qualify for return:

  • The item must be unused and in its original packaging;
  • Proof of purchase must be provided;
  • The item must not have been installed, modified, or tampered with.

Products failing to meet these criteria may be rejected.

2.3 Non-Returnable Items

The following items are not eligible for return:

  • Custom-ordered products;
  • Special-order solar components;
  • Products that have been installed;
  • Clearance or promotional items;
  • Software or subscription-based services.

2.4 Refund Processing

Approved refunds will be processed within 14–30 business days, via the original payment method.

Shipping costs and payment gateway fees are non-refundable, unless the return is due to an error caused by RSER.

3. SOLAR INSTALLATION PROJECTS

3.1 Before Regulatory Submission

Customers may cancel a project before submission to SEDA or TNB without incurring penalties.

Administrative fees may apply for preliminary site assessment or engineering work already performed.

3.2 After Regulatory Submission, Before Installation

If cancellation occurs after regulatory submission:

  • Administrative and processing fees may be applied;
  • Any fees paid to authorities are non-refundable;
  • Engineering and documentation costs may be deducted.

3.3 After Regulatory Approval

Cancellation after approval but prior to installation may incur:

  • Deduction of costs for ordered equipment;
  • Deduction of custom materials already procured;
  • Applicable administrative handling fees.

3.4 Once Installation Commences

After installation work has started:

  • Payments for completed work are non-refundable;
  • Equipment delivered to site is non-refundable;
  • Customers are liable for all labor, materials, logistics, and administrative costs incurred.

3.5 After Installation Completion

Upon completion and commissioning of the system:

  • Payments are non-refundable;
  • Any concerns regarding system performance are addressed under applicable warranties;
  • Refunds are not provided due to differences in projected savings or ROI.

4. PERFORMANCE AND REGULATORY MATTERS

4.1 Performance Variation

Solar system output may vary due to:

  • Weather and environmental conditions;
  • Shading;
  • Electricity tariff fluctuations;
  • Grid performance;
  • Usage patterns.

No refunds are available for variations in projected performance or savings.

4.2 Regulatory Rejection

If regulatory authorities reject a project application for reasons beyond RSER’s control:

  • Refunds will exclude administrative, engineering, and submission costs already incurred.

5. REFUND REQUESTS

To request a refund, customers must submit a written request including:

  • Order or project reference number;
  • Proof of payment;
  • Reason for refund.

RSER reserves the right to request supporting documentation for verification.

6. REFUND PROCESSING TIME

Approved refunds will be processed within 14–30 business days, subject to payment provider timelines.

7. FRAUD PREVENTION

RSER reserves the right to:

  • Refuse refunds suspected of fraud or misuse;
  • Withhold refunds pending investigation;
  • Deduct reasonable administrative costs where applicable.