Last updated: 14 July 2026
1. Marketplace role
Smart Energy Marketplace (smartenergy.pk) connects buyers with independent sellers of solar products, smart home devices, and energy services. Unless payment is collected directly by Smart Energy and confirmed in writing for a specific order, commercial terms - including refunds, deposits, and warranties - are primarily between the buyer and the seller.
This policy works alongside our Terms of Service.
2. Quote-based purchases
Many transactions on Smart Energy start with a quote request. Once a buyer and seller agree a quotation, the refund, advance, and cancellation terms stated in that quotation (or related invoice / work order) apply. Always review the seller’s written terms before paying a deposit or ordering equipment.
3. Product purchases from sellers
- Unopened, unused products may be eligible for return within the period the seller states, if the listing or invoice allows returns.
- Opened electrical / electronic goods, custom-cut structures, project-specific kits, and items ordered to special specification are often non-returnable unless defective.
- Warranty claims for manufacturing defects are handled under the brand / seller warranty terms, not as a standard “change of mind” refund.
- Shipping or courier fees may be non-refundable unless the seller confirms otherwise in writing.
4. Services and installation
- Service deposits may be non-refundable once a visit is scheduled or materials are reserved, subject to the seller’s quotation.
- If work has started (survey completed, materials purchased, or installation begun), refunds are typically limited to unused portions agreed by the seller.
- Completed installations are generally not refundable as a whole; remedy is repair, warranty support, or renegotiation with the seller.
5. Cancellation by buyer
Cancel as early as possible by contacting the seller through the same channel used for the order or quote. Early cancellation before dispatch or job booking improves the chance of a full or partial deposit refund. Late cancellations may incur restocking, travel, or material costs.
6. Cancellation by seller
If a seller cannot fulfil an accepted order or quotation and no substitute is agreed, amounts already paid for that unfulfilled portion should be refunded by the seller within a reasonable time, unless another remedy is agreed in writing.
7. Defective or incorrect items
Report damage, wrong models, or missing accessories promptly after delivery, with photos and the invoice or order reference. Eligible remedies may include replacement, repair, or refund as determined by the seller and applicable warranty terms. Do not install equipment you believe is defective without first informing the seller.
8. Payments made to Smart Energy
If you pay a platform fee, advertising charge, or other amount collected by Smart Energy directly, refund eligibility depends on the specific product or service description at checkout and whether the deliverable has already been provided. Contact us with your payment reference for review.
9. How to raise a refund request
- Contact the seller first with order details, proof of payment, and reason for the request.
- Allow a reasonable time for the seller to respond and propose a remedy.
- If you cannot resolve the issue and need marketplace assistance, contact us via Contact Us with evidence of the purchase and communication trail.
Smart Energy may help mediate in good faith but does not guarantee a refund outcome for private seller transactions.
10. Timeline
Once a seller (or Smart Energy, for platform charges) approves a refund, processing time depends on the payment method and bank or wallet provider. Ask the paying party for an expected timeline when the refund is confirmed.
11. Policy updates
We may update this Refund Policy as marketplace practices change. The revised date at the top of this page shows the latest version.
12. Contact
Questions: Contact Us or info@smartenergy.pk.
Office: Near Over Head Bridge Nishatabad, Sheikhupura Road, Nishatabad, Faisalabad.