Returns & Warranty Policy

The following are not eligible for return or refund:

• 1.1. Products that have been custom-configured, wired, or installed to your specifications (e.g. custom solar kits assembled or configured on request).
• 1.2. Delivery and/or installation costs.
• 1.3. Any damaged or abused items, where the damage is not due to a manufacturing defect.
• 1.4. Products removed from original packaging and physically altered, wired into a system, or permanently installed, unless found to be defective on inspection.

We will not accept returned goods where:

• you were allowed to inspect the goods before collection/delivery and simply changed your mind after accepting them;
• the goods were damaged through negligence, misuse, or incorrect installation;
• the goods have been wired, installed, physically altered, or used contrary to our instructions or the manufacturer's instructions;
• the goods have been subjected to misuse or abuse (including incorrect voltage, overloading, or improper connection).

We sell solar products (panels, batteries, inverters, solar kits, flood lights, street lights, and accessories) for standard domestic, business, or off-grid use, for the purpose for which they were manufactured. This warranty excludes normal wear and tear.

If you wish to return goods you believe are defective, The Hive or the relevant manufacturer will first assess the goods to determine the cause of the defect before any return, repair, replacement, or refund is approved.

All goods sold by The Hive carry an implied warranty in line with the Consumer Protection Act, giving you the right to return defective goods. Our products may also carry a manufacturer's warranty (e.g. on solar panels, batteries, and inverters), which runs concurrently with your rights under the law.

This implied warranty obliges The Hive to accept the return of unsafe or defective goods within six months of delivery, subject to inspection.

You also have the right to return goods where:

• 4.1. within a reasonable period after delivery, you find the goods are unsuitable for a particular purpose you clearly communicated to us before purchase;
• 4.2. you refused delivery of the goods because they did not match your order or were mixed with items you did not order.

You are entitled to cancel an online sale made on this website within 5 days of receiving the goods, provided the goods are unused, uninstalled, and returned in their original condition and packaging, and get a refund (less any applicable handling fee under Section 1).

You may also cancel a sale if delivery is delayed beyond the agreed delivery timeframe (or, where none was specified, beyond 30 days from the order date).

If a product you purchased becomes defective within the applicable warranty period, contact us to arrange an inspection. Once the goods have been inspected and assessed, you will be entitled to one of the following, in line with the Consumer Protection Act:

• 6.1. Repair of the goods;
• 6.2. Replacement of the goods; or
• 6.3. A refund of the price paid.

If, on inspection, the goods are found not to be faulty, or the fault is due to misuse, abuse, incorrect installation, or negligence, you will be liable for:

• all handling and shipping charges;
• collection and re-delivery costs.

Our warranty (and any manufacturer's warranty passed through to you) does not cover defects or damage caused by:

• 8.1. Use beyond normal domestic, business, or off-grid solar use at the declared installation address;
• 8.2. Failure to follow the manufacturer's or our installation, maintenance, or usage instructions (e.g. incorrect wiring, incompatible battery/inverter pairing, incorrect panel orientation);
• 8.3. Use of accessories, cables, or components not approved or supplied by the manufacturer;
• 8.4. Connection to an incorrect or abnormal electrical supply, including incorrect voltage or an unstable/unsafe power source;
• 8.5. Defects in wiring, electrical connections, or existing infrastructure that does not form part of the product as originally supplied;
• 8.6. Neglect, misuse, or wilful abuse of the product;
• 8.7. Cosmetic issues that do not affect performance (e.g. minor scratches, discolouration, or casing marks) that do not, in The Hive's reasonable opinion, prevent the product from working correctly;
• 8.8. Rust or the effects of rust or corrosion from exposure to moisture beyond the product's rated protection level;
• 8.9. Repairs or attempted repairs carried out by anyone other than The Hive or our authorised technicians;
• 8.10. Any modification made by anyone other than The Hive or our authorised technicians;
• 8.11. Components expected to wear out naturally over the product's life, including but not limited to batteries reaching end-of-cycle life, fuses, connectors, and cabling;
• 8.12. Fire, flood, storm, civil disturbance, industrial action, acts of God, or other causes beyond The Hive's reasonable control;
• 8.13. Defects arising from lightning strikes or power surges not mitigated by proper surge protection;
• 8.14. Damage caused by the use of incompatible or non-approved batteries, panels, or inverters combined with the purchased product.

The Hive will not be liable for:

• 9.1. Routine maintenance (e.g. cleaning panels, checking connections);
• 9.2. Work covered under a manufacturer's product recall;
• 9.3. Call-out charges where the fault is not covered under warranty;
• 9.4. Materials or labour recoverable from the manufacturer or another party under a separate guarantee or warranty.

The Hive will not, under any circumstances, be liable for any consequential loss or damages suffered by the customer, whether directly or indirectly related to a defect in the product, to the extent permissible by law.

Repairs may not be carried out without prior authorisation from The Hive. Where an authorised technician is called out for a fault covered under warranty, The Hive will cover labour and materials supplied under the warranty; you will be responsible for any other charges, including call-out fees if no defect is found.

Repairs and installations under warranty will be carried out within our standard service area. Should a technician be required to travel beyond this area, additional travel charges may apply, which will be communicated to you in advance.

Certain products (e.g. specific battery, panel, or inverter brands) may carry their own manufacturer warranty with separate terms. Where applicable, we will provide you with this documentation, and we advise you to keep it for reference in case of any differences from the terms above.

The Hive reserves the right to inspect all goods before a return is approved. Under no circumstances will direct exchanges be carried out before assessment and approval has been completed.

For any return, warranty claim, or repair request, please contact us: