Refund policy

Last updated: 16 July 2026

This returns and refunds policy applies to purchases made through https://feniksenergy.com. The website is operated by Feniks Solar Solution B.V., trading as Feniks Energy.

1. Cancelling an order before shipment

If you wish to cancel an order before it has been shipped, contact us as soon as possible at info@feniksenergy.com. We cannot guarantee cancellation once the order has entered processing or has been transferred to the carrier.

1. EU right of withdrawal

If you are a consumer in the Netherlands, Belgium, or another European Union country, you generally have the right to withdraw from an online purchase within 14 days after receiving the product, unless a statutory exception applies.

To exercise this right, you must clearly inform us within the withdrawal period. Please include your order number, name, contact details, and the product you wish to return.

1. Condition of the returned product

Products must be returned complete, with all accessories, manuals, cables, and, where possible, the original packaging, and in a condition that permits safe inspection and, where applicable, resale. You may inspect the product as you would in a physical shop, but you are responsible for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics, and operation of the product.

For batteries, inverters, solar energy accessories, and other technical products, please retain the original packaging and protective materials. Safe packaging is important and may be required by the carrier.

1. Requesting a return

Do not return products before contacting us. To request a return, email info@feniksenergy.com and include:

Your order number and purchase date.
The product you wish to return.
The reason for the return, if you wish to provide it.
Photos of the product and packaging if the product is damaged, defective, large, or heavy.

After reviewing your request, we will provide return instructions. Products must be returned to the address or service point stated in those instructions.

Return requests from the Netherlands and Belgium are handled under the same procedure. The return address or service point may vary depending on the product, destination, and transport regulations and will be confirmed in our return instructions.

1. Return shipping

Unless the product is defective or incorrect, or unless otherwise required by law, you may be responsible for the cost and risk of return shipping. We do not publish a fixed table of return costs because they may depend on the product type, battery transport rules, dimensions, weight, destination, and carrier service.

If the return concerns a defective or incorrectly delivered product, contact us before shipping it so that we can assess the situation and provide appropriate instructions.

1. Defective, damaged, or incorrect products

If you receive a product that is damaged, defective, or not the product you ordered, contact us as soon as possible with your order number and clear photos or videos. Keep the packaging until the matter has been resolved.

Depending on the circumstances and your statutory rights, we may offer troubleshooting, replacement parts, repair, replacement, a refund, or another appropriate remedy.

1. Refunds

After we receive and inspect the returned product, we will inform you whether the refund has been approved. Where a refund is due, we will refund the eligible amounts using the same payment method used for the original transaction, unless otherwise agreed.

We may withhold the refund until we have received the returned product or until you have provided evidence that you sent it back, whichever occurs first. Your bank or payment provider may require additional time to process the refund.

1. Non-returnable or restricted items

Some products may not be returnable or may be subject to special return rules, insofar as permitted by law. This may include products that are made to order, personalised, unsafe to transport after use, damaged through misuse, incomplete, or otherwise covered by a statutory exception.

1. Battery and safety restrictions

If a product contains a battery, do not return it using an arbitrary carrier or without suitable packaging. If a battery product is damaged, swollen, leaking, unusually warm, or otherwise unsafe, stop using it and contact us before shipping it.

1. Contact

Feniks Solar Solution B.V.
Meerval 1 4941 SK Raamsdonksveer The Netherlands
Chamber of Commerce number: 90567455
Email: info@feniksenergy.com
Telephone: +31 687730323