Refund policy

Effective Date: 16 June 2025
Last Updated: 16 July 2025

At Gletscher Energy, we prioritize your satisfaction. If you are not completely happy with your purchase, you may request a return or refund under the conditions outlined below. This policy applies to all online purchases made through www.gletscherenergy.com.

Return Eligibility

Customers may return standard products within 30 calendar days from the date of delivery. To be eligible, items must be unused, in original packaging, and in a condition suitable for resale. A valid proof of purchase, such as an invoice or order confirmation, must accompany all return requests.

Custom-built or made-to-order items—such as modular solar systems or personalized kits—are not eligible for return unless they are defective, damaged during shipping, or not manufactured in accordance with the confirmed specifications.

Non-Returnable Items

We are unable to accept returns on the following items unless they are proven to be defective or damaged upon arrival:

  • Opened or used battery units and power stations

  • Custom-built solar systems

  • Items labeled as “Final Sale” or “Non-Returnable”

  • Gift cards and software licenses

If any non-returnable item arrives damaged, we encourage you to reach out to us immediately with photographic documentation.

How to Initiate a Return

To request a return, please email support@gletscherenergy.com within the specified return period. Your message should include your order number, the SKU(s) of the item(s), the reason for return, and photos if the item is damaged or defective.

Once reviewed, our support team will issue a Return Merchandise Authorization (RMA) and provide shipping instructions. Customers in the UAE may receive a prepaid return label, while international customers will be responsible for shipping the product back using a trackable and insured carrier.

Returned items must be securely packaged using the original box (if available) or other protective materials to ensure safe transit. All returns must be shipped within 7 calendar days of receiving the RMA. Items sent without prior authorization cannot be processed.

Return Shipping Costs

If the return is due to a defect, damage, or incorrect shipment, Gletscher Energy will cover the full return shipping cost.

For all other returns, including buyer’s remorse or change-of-mind purchases, customers are responsible for return shipping fees. We recommend using an insured, traceable method to avoid issues during transport.

Refunds and Processing Time

Once your return has been received and inspected, you will be notified by email. If the return is approved, a refund will be issued to your original payment method within 5–7 business days.

Please note that original outbound shipping charges are non-refundable, except in cases where we shipped a defective, damaged, or incorrect item. Refund timing may vary depending on your bank or payment processor.

Damaged or Defective Items

If your order arrives damaged or defective, please contact our support team within 2 business days of receiving the item. Attach clear photos of the packaging and product to expedite resolution.

Once verified, we will offer one of the following options at no additional cost:

  • A full replacement

  • A store credit

  • A full refund, including outbound shipping charges

Exchanges

For like-for-like exchanges, we can ship a replacement once your original item is in return transit. Alternatively, you may place a new order immediately and we will process a full refund for the returned product once it passes inspection.

Contact Information

If you have any questions or need further assistance regarding returns, refunds, or exchanges, please reach out to us:

Email: support@gletscherenergy.com

Phone: +971 54 595 9540 (Sunday–Thursday, 9:00 AM – 6:00 PM GST)

Website: www.gletscherenergy.com

Gletscher Energy FZCO reserves the right to amend this policy at any time without prior notice. Any updates will be published on this page.