This policy outlines the conditions under which products purchased from Initra Energija d.o.o. through tigoenergy.shop and all regional tigoenergy.* domains may be returned, exchanged, or submitted for warranty claims. By placing an order, you agree to the terms set out below.

1. Right of Withdrawal — 14-Day Returns (B2C Customers)

In accordance with EU Directive 2011/83/EU on consumer rights and the Slovenian Consumer Protection Act (ZVPot-1), B2C customers (consumers) have the right to withdraw from the purchase contract within 14 calendar days from the date on which the customer or a third party designated by the customer (other than the carrier) acquires physical possession of the goods. No reason is required. To exercise this right, you must notify us of your decision to withdraw before the 14-day period expires by submitting a return request through your order history on our website or by sending a clear written statement to support@tigoenergy.shop. The withdrawal period is calculated from the day after delivery. For orders with multiple items delivered separately, the period runs from the day after delivery of the last item.

2. Conditions for Returns

To be eligible for a return, products must meet ALL of the following conditions: (a) The product must be unused, uninstalled, and in the same condition as when you received it. (b) The product must be in its original, unopened packaging with all seals, labels, and protective coverings intact. (c) All accessories, manuals, documentation, and free gifts included with the product must be returned. (d) The product must not show signs of installation, mounting, electrical connection, or physical use. (e) The return must be initiated within the 14-day withdrawal period. Products that have been opened, installed, tested on a live electrical system, physically damaged by the customer, or returned without original packaging will not be accepted for a full refund. In such cases, we reserve the right to refuse the return entirely or to apply a deduction reflecting the diminished value of the goods.

3. Return Process

To initiate a return: (1) Log in to your account and navigate to your order history. Select the order and click "Request Return". Select the items you wish to return, provide a reason, and submit. (2) You will receive a return authorization with an RMA (Return Merchandise Authorization) number and return shipping instructions. (3) Pack the items securely in the original packaging and include the RMA number visibly on the outside of the package. (4) Ship the return to the address provided in the return authorization. You bear the direct cost of return shipping. (5) Once we receive and inspect the returned items, we will notify you of the outcome and process any applicable refund. Do NOT return items without first obtaining an RMA number. Unauthorized returns (without RMA) will be refused and returned to sender at the sender's expense.

4. Restocking Fees

A minimum restocking fee of 25% of the product value applies to all accepted returns received within 7 calendar days of the return authorization date. Returns received after 7 days but still within the 14-day withdrawal period are subject to a restocking fee of up to 50% of the product value. These fees reflect the costs of inspection, repackaging, and restocking, and are deducted from the refund amount. Restocking fees do not apply to products that are defective or materially different from their description upon delivery.

5. Refunds

Approved refunds will be processed within 14 days of our receipt and successful inspection of the returned goods. Refunds will be issued using the same payment method used for the original purchase. The refund amount will include the product price minus any applicable restocking fee, and minus the original delivery cost if the return is not due to our error. We may withhold the refund until the goods have been received back and inspected, or until you provide proof of return shipment, whichever is earlier. For bank transfers, please allow additional processing time by your bank (typically 3–5 business days after we initiate the refund).

6. B2B Return Policy

All sales to business (B2B) customers are final. B2B customers expressly waive the statutory right of withdrawal applicable to consumers. Returns from B2B customers are accepted solely at the discretion of Initra Energija d.o.o. and require prior written authorization. B2B return requests may be submitted through the same return request form available in your order history. If you do not receive a response from us within 48 hours of submitting your request, your return request is deemed rejected. Where a B2B return is exceptionally authorized, a minimum restocking fee of 25% applies, the Buyer bears all return shipping costs, and the product must be returned in unused, original-packaging condition. B2B refunds, if approved, will be processed within 30 days of receipt and inspection.

7. Damaged or Defective Goods

If you receive goods that are damaged in transit or materially defective: (a) You must report the damage or defect within 24 hours of delivery by emailing support@tigoenergy.shop with photographs of the damage, the packaging, and the shipping label. (b) For parcels delivered by a tracked carrier (e.g., DPD), you must note external damage on the carrier's proof-of-delivery or electronic device at the time of receipt. (c) Do not discard the damaged packaging — we or the carrier may need to inspect it. (d) Upon verification, we will arrange a replacement or full refund at no cost to you, including return shipping. Claims for transit damage submitted more than 24 hours after delivery, or without photographic evidence, may be rejected. This 24-hour reporting window applies equally to B2C and B2B customers.

8. Non-EU and Export Orders

Orders shipped outside the European Union are subject to customs duties, import taxes, and other fees imposed by the destination country. These charges are the sole responsibility of the Buyer and are not included in our prices or shipping costs. We are not responsible for delays caused by customs clearance. For returns of non-EU orders: the Buyer is responsible for all return shipping costs, customs paperwork, and any duties or taxes incurred. Refunds for non-EU returns will be processed minus the original shipping cost and any customs-related costs borne by us.

9. Manufacturer Warranty

All Tigo Energy products carry manufacturer warranties provided by Tigo Energy, Inc. Warranty periods vary by product line (up to 25 years for MLPE components) and are subject to Tigo Energy's current warranty terms and conditions, available on the Tigo Energy website. Initra Energija d.o.o. acts as a distributor and does not manufacture the products sold. Accordingly, we do not provide any independent product warranty. All warranty obligations rest with the manufacturer. We will assist you in facilitating warranty claims with Tigo Energy where reasonably possible, but we do not guarantee the outcome of any warranty claim.

10. Warranty Claims Process

To submit a warranty claim: (1) Contact us at support@tigoenergy.shop with your order number, a description of the issue, the product serial number (if applicable), and photographic evidence of the defect. (2) We will evaluate the claim and, if it falls within the scope of the manufacturer's warranty, coordinate with Tigo Energy on your behalf. (3) The manufacturer may request additional information, diagnostics, or return of the product for inspection. (4) If the warranty claim is approved by the manufacturer, the product will be repaired, replaced, or credited as determined by Tigo Energy's warranty policy. Warranty claims are processed according to the manufacturer's timelines, which may vary. We will keep you informed of progress but cannot guarantee resolution times.

11. Warranty Exclusions and Limitations

Manufacturer warranties do not cover: (a) damage caused by improper installation, misuse, neglect, accident, or unauthorized modification; (b) damage caused by operation outside the product's specified parameters (voltage, temperature, environmental conditions); (c) damage caused by power surges, lightning, flooding, fire, or other natural events; (d) normal wear and tear, cosmetic damage that does not affect functionality; (e) products with removed or altered serial numbers; (f) damage resulting from use with incompatible equipment or non-approved configurations; (g) labor costs for removal, reinstallation, or any related work. The Seller (Initra Energija d.o.o.) shall not be liable for any indirect, consequential, or incidental damages arising from product defects, including but not limited to lost energy production, project delays, system downtime, or third-party claims. The Seller's maximum liability in connection with any warranty matter shall not exceed the original purchase price of the affected product.