Terms & conditions (including returns and refunds)

Payment

We accept payments electronically when you complete your order on our website and enter card details, by phone or using our dedicated mail order form. All payments by credit or debit cards will be processed by our payment services provider Sage Pay.

We can also accept payments by Pay Pal, direct bank transfers and cheques. If you prefer one of these payment methods, please contact us by email enquiries@maes.uk for details.

For security reasons, details of debit or credit cards are never stored in our systems.

Packaging

We take great care when packaging items. We use bubble wrap, polystyrene, or robust cardboard to protect them from damage in transit. For special fragile items we attach a red sticker “Fragile” to make sure they are handled with care while in transit.

Delivery

We aim to dispatch all products within 2 business days after receipt of your complete order and payment. Small items that weigh below 2kg will be dispatched by Royal Mail. Other items will be despatched by courier using our standard delivery method. Premium shipping methods are also available. Items are typically delivered in 3 working days (UK Mainland). If an item is required urgently, please contact us before proceeding.

We only deliver within the UK. For exports, buyers must arrange collection from our premises, please contact to arrange.

Returns and refunds

If you change your mind in the first 14 days after receipt of the item you can return it to us, provided it has not been used and it is in the same condition, and we will issue a full refund of your payment upon receipt of the item back from you. To be eligible for a refund, you need to notify us via email within 14 days of receipt that you intend to return the item, to receive the return address / return authorisation and send the item back within further 14 days at your cost. Please do ensure we receive the item in the same brand-new condition, unused, otherwise it might not be eligible for a full refund.

Damage in transit

In an unlikely event when your product is damaged in transit, please contact us immediately by email or phone for further instructions within 14 days after receipt of the item. Please note we cannot accept any claims for damage after 14 days.

Warranty

Electrical equipment such as ‘Solar Charge Controllers’ and ‘Inverters’ have 1 year warranty, unless stated otherwise in our product description. Warranty is provided by the product manufacturer and terms and conditions of this warranty might be different from our terms and conditions. Full terms and conditions of the warranty can normally be found in the product manual.

Our solar panels (excluding Victron Energy) are covered by 1 year workmanship warranty in relation to assembly, materials, and accessories (connection, cables, diodes, frame etc). In addition, there is a separate performance warranty on solar cells provided by solar cells manufacturers. Most manufacturers of solar cells we use for our solar panels provide the standard industry warranty, which is that solar cells are guaranteed to produce at least 90% of nominal power in 10 years and 80% of nominal power in 25 years.

If you suspect a product defect within the warranty period, please contact us by phone or email with a detailed description of the problem. If the problem cannot be solved remotely and an examination is required, you will be asked to send the item back to us for testing at your cost. If we are involved into repair / replacement of the product and the problem is covered by the warranty, we will return the repaired / replaced item to you at our cost. If the item you sent to us under warranty is in good working condition and no defect is found, it will incur a test service charge and the shipping cost to send the item back to you.

Communication

We always communicate with our customers in a polite, ethical, and professional manner. We expect the same from our customers when they communicate with us over the phone, electronically (email) or in writing. While we understand that certain situations, such as a courier’s failure to deliver on time or a problem with our product may be stressful, it is also our duty to protect the safety and well-being of our staff.

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