1. Scope of This Policy
This policy concerns cancellation, return and refund requests relating to solar products or services supplied by LM Sanrgy Pvt Ltd.
The applicable conditions should be disclosed in your quotation or order agreement before you make a payment. Read those conditions together with this policy.
2. Enquiries and Survey Appointments
If you no longer wish to proceed with an enquiry or a scheduled appointment, please inform our team as early as possible.
Where a survey or consultation has an agreed charge, its cancellation and refund conditions should be communicated before the appointment is confirmed.
3. Requesting an Order Cancellation
To request cancellation, contact us using the details provided on our Contact page. Include the following information where available:
- Your name and registered contact details.
- Your quotation, order or invoice reference.
- The date and amount of any payment made.
- The project or installation address.
- The details of your cancellation request.
Sending a cancellation request does not itself confirm that dispatch or installation has been stopped. Please obtain written confirmation of the request’s status.
4. Cancellation Before Procurement or Dispatch
A cancellation request made before equipment procurement, dispatch or work commencement should be assessed against the conditions disclosed when the order was accepted.
Any proposed deduction should be explained with reference to the agreed terms, relevant work or costs, and applicable requirements.
5. Cancellation After Procurement or Dispatch
Where equipment has already been ordered, customised or dispatched, cancellation may involve additional considerations such as supplier return conditions, transport arrangements and work already completed.
These circumstances do not, by themselves, establish that the entire payment is non-refundable. The applicable outcome should be explained in writing under the agreed terms and applicable requirements.
6. Cancellation After Installation Has Started
If installation has begun, please contact our team immediately to discuss the status of the work, supplied materials and any safe arrangements needed to pause the project.
Any settlement should identify the work completed, materials supplied, applicable charges and any remaining refundable amount.
Do not disconnect or remove installed electrical equipment yourself.
7. Equipment Returns
Contact our team before sending equipment back. Return arrangements should identify the item, reason for return, collection or delivery method, and any relevant inspection requirements.
A change-of-mind return is different from a complaint about damaged, defective or incorrectly supplied goods. Conditions for one should not automatically be applied to the other.
8. Damaged, Defective or Incorrect Equipment
If equipment appears damaged, defective or different from the agreed order, contact our team promptly and provide the order reference and a description of the issue.
Photographs of visible damage, product labels and packaging can help with assessment where it is safe to obtain them.
Depending on the circumstances, applicable terms and requirements, the matter may be addressed through inspection, repair, replacement or refund. A particular outcome should not be assumed before the issue has been assessed.
9. Refund Confirmation and Processing
Where a refund is approved, written confirmation should identify the approved amount, any explained deductions, the payment method and the expected processing timeframe.
Bank or payment-provider processing can affect when an approved refund appears in your account. Please retain the refund reference for follow-up.
10. Duplicate or Incorrect Payments
If you believe you have made a duplicate payment or paid an incorrect amount, contact us with the relevant transaction references.
The payment records will need to be reconciled before the appropriate correction or refund can be confirmed.
Do not share your banking password, card PIN or OTP when requesting a refund.
11. Company-Initiated Changes or Cancellation
If the company is unable to proceed with an accepted project, the proposed next steps and treatment of payments should be communicated to the customer in writing.
Equipment substitutions, revised scope or rescheduling should be discussed with the customer rather than treated as automatically accepted.
12. Subsidy Payments
A company refund and a government subsidy disbursement are separate matters. Subsidy-related decisions are handled under the applicable scheme.
The effect of any subsidy rejection or delay on your project should be addressed in the written agreement. This policy does not establish an automatic refund entitlement or an automatic exclusion in that situation.
13. Questions and Unresolved Requests
For assistance, use our Contact page and mention your order reference and any previous correspondence about the request.
Nothing in this policy is intended to remove rights or remedies that cannot lawfully be excluded.
Please also review our Terms & Conditions.