Returns & Warranty Policy
This returns policy is effective May 2026
Eldo Plaza, 1st Floor, Shops 25 & 26, Kapsoya Road, Eldoret, Kenya
| Policy summary | |
| Inspection window | 7 days from delivery |
| Workmanship warranty | 12 months from commissioning |
| Product warranty | As per manufacturer |
| Claim response time | Within 2 business days |
| Approved refund processing | Within 14 business days |
1. Our Commitment at Aretha Solar Power Solutions
At Aretha Solar Power Solutions, we stand behind every system we supply and install. All products are sourced from reputable manufacturers and carefully inspected before delivery. If something is not right, we will work with you to make it right.
2. Eligible Returns
You may return a product or request a replacement if:
- Firstly, the item was delivered in a damaged or defective condition and you notify us within 7 days of delivery.
- Secondly, the item does not match the specifications described in your signed quotation or invoice.
- Finally, a manufacturing defect is identified within the manufacturer’s stated warranty period.
3. Non-eligible Returns
Returns will not be accepted in the following circumstances:
- Firstly, damage caused by improper use, overloading, or modifications made after installation.
- Damage caused by external events such as lightning strikes, flooding, or power surges beyond the protection installed.
- Products returned without original packaging where packaging is required for safe transit.
- Change-of-mind returns after installation has commenced.
- Lastly, items not purchased directly from Aretha Solar Power Solutions.
4. Warranty Coverage
Workmanship warranty:
Aretha Solar Power Solutions warrants all installation workmanship for 12 months from the date of system commissioning. If a fault arises from our installation work during this period, we will rectify it at no charge.
Product warranties:
Please note that all hardware (panels, inverters, batteries, and accessories) carries the manufacturer’s warranty. And so, we will assist you in processing warranty claims with the relevant manufacturer. Current manufacturer warranties include:
- LVTopsun batteries — 5 years (standard) / 10 years (G4 IP65 series)
- Solar panels — as per manufacturer (typically 10–25 years for product warranty)
- Inverters — as per manufacturer documentation
- Portable generators (Haier/Vestwoods) — as per manufacturer documentation
Specific warranty terms for your installed components are stated in your invoice and handover documentation.
5. How to Make a Return or Warranty Claim
Please follow these steps:
- Contact us: Reach our support team by phone or email within the applicable window (details below). Do not attempt to repair or modify the item before contacting us.
- Provide details: Share your invoice number, a description of the issue, and clear photographs or video of the fault or damage.
- Assessment: We will respond within 2 business days to confirm whether the claim is eligible and advise on next steps.
- Resolution: Without a doubt, eligible claims will be resolved by repair, replacement, or refund at our discretion, in line with the nature of the defect and applicable warranties.
Important: Returns must be authorized before any goods are sent back. Unauthorized returns cannot be accepted.
6. Refunds
To point out, where a refund is approved, it will be processed within 14 business days via the original payment method (M-Pesa or bank transfer). Also, installation labor charges are non-refundable once work has commenced, except where the fault is directly attributable to our workmanship.
7. Return Transport
For approved returns within the Eldoret and Kitale service areas, we will arrange collection at our cost. For claims outside our standard service area, transport arrangements will be agreed on a case-by-case basis at the time of authorization.
8. Hire Purchase Agreements
If your system was acquired under a hire purchase agreement, returns and warranty claims remain subject to the terms of that agreement in addition to this policy. Finally, please refer to your hire purchase contract or contact us for clarification.
| Contact us Support email: support@arethasolar.com Phone: +254 140 630 915 Office: Eldo Plaza, 1st Floor, Shops 25 & 26, Kapsoya Road, Eldoret, Kenya Website: www.arethasolar.com |