Return Policy

1. Overview

Ray Vault Energy (Pvt) Ltd deals in imported solar battery systems and energy storage products. Due to the nature of our supply chain and the technical requirements of these products, our return policy has specific conditions. Please read this policy carefully before making a purchase.

2. Return Window

Returns are accepted within 7 calendar days of delivery, subject to the conditions outlined in this policy. No returns will be accepted after this period, except where a warranty claim is applicable.

To initiate a return, you must contact us within the return window before shipping any items back to us.

3. Eligible Return Conditions

A return may be accepted if all of the following conditions are met:

• The product is in its original, unused condition with all original packaging, accessories, and documentation intact.
• The product has not been installed, connected to any system, or powered on.
• The return is initiated within 7 calendar days of delivery.
• The product was received in a damaged or defective condition, with evidence documented at delivery.
• The product received does not match the model or specifications confirmed in your proforma invoice.

4. Non-Returnable Items

The following are not eligible for return:

• Products that have been installed, powered on, or used in any way.
• Products with missing original packaging, labels, or accessories.
• Products with damage caused by improper handling, installation errors, or environmental factors after delivery.
• Custom or special-order products sourced specifically for your order.
• Products returned without prior authorisation from Ray Vault Energy.

5. Return Process

1. Contact us at inquire@rayvault.lk within 7 days of receiving your order. Include your invoice number, the reason for return, and supporting photos or videos.
2. Our team will review your request and issue a Return Authorisation (RA) number within 3 business days if the return is approved.
3. Package the product securely in its original packaging and clearly mark the RA number on the parcel.
4. Ship the product to our designated return address provided with the RA. Return shipping costs are borne by the customer unless the return is due to our error.
5. Upon receipt and inspection, we will process a replacement or refund within 14 business days.

6. Warranty Claims

Product defects discovered after the 7-day return window are handled under the manufacturer's warranty. For warranty claims, please refer to the warranty documentation included with your product or contact us to initiate the claim process.

7. Return Shipping

Customers are responsible for the cost of return shipping unless the return is the result of an error by Ray Vault Energy (e.g., wrong product shipped). We recommend using a trackable shipping method, as we cannot be held responsible for items lost or damaged in transit during the return.

8. Contact Us

For return-related enquiries, please contact our team: