Returns and Complaints Policy of the Smart Energy ESS Shop

1. Right of withdrawal from the contract (returning goods)

  • Under applicable law, a Consumer and a Sole Trader with consumer rights has the right to withdraw from a distance contract without giving a reason within 14 calendar days from the day the order is delivered.

  • To exercise the right of return, the product must show no signs of installation, use or damage. It must be returned in its original, undamaged factory packaging, which guarantees the safety of the LFP cells during transport.

2. Return procedure

  • Please report your wish to return by email to kontakt@smartenergyess.com, entering “Return of order no. [order number]” in the subject line.

  • After verifying the report, the Customer will receive instructions for sending back the goods by email. Return address: ul. Kogucia 7, 75-900 Koszalin, Poland. Before shipping, please contact us to agree the date and method of collecting the return.

3. Return costs and logistics

  • Important: Because of their size, heavy weight (modules about 30 kg each) and strict regulations on the transport of lithium iron phosphate (LiFePO4) batteries, these goods must be returned only as a pallet shipment, using dedicated ADR freight transport.

  • The cost of returning the goods directly is fully borne by the Buyer. The estimated cost of returning a pallet shipment within Poland is typically 200 to 500 PLN, depending on weight and distance. For returns from other countries, the cost depends on the distance and is quoted individually before dispatch.

4. Refund of payment

  • The Shop will refund the payment using the same payment method the Consumer used, within 14 days of physically receiving the goods in our warehouse and confirming that the modules are working and undamaged.

5. Complaints procedure (Warranty)

  • All our products are brand new from the factory and covered by a full warranty.

  • If you discover a technical defect or compatibility problems (e.g. communication with a Deye inverter), please contact us immediately at: kontakt@smartenergyess.com.

  • Please attach to the complaint a description of the fault, a photo of the device’s rating plate and – if possible – a screenshot or photo of the error code from the inverter.

  • Complaints are processed within 14 business days.