Terms and Conditions

These are the terms and conditions under which we supply products to you, specifically solar panels. This page (along with our Privacy Policy, Cookies Policy, and Terms of Website Use) provides information about us and the legal terms and conditions for purchasing any products listed on our website. Please review these terms and conditions before placing your order. They do not affect your statutory rights.

Placing an order with E STAR ENERGY UK signifies your agreement to be bound by these terms and conditions. E STAR ENERGY UK reserves the right to modify these terms and conditions periodically without notice. Your contract with us will be governed by the terms and conditions in effect when your order is accepted.

You will be required to read and accept these terms and conditions each time you place an order. We encourage you to review them whenever you use our website to ensure you are familiar with the latest terms and conditions. If you have any questions about these terms and conditions before placing your order, please contact us.

  1. Information About Us and How to Contact Us

We are E STAR ENERGY UK LTD (referred to in these terms and conditions as “we” or “us”), a company registered in England and Wales. Our company registration number is 15379220 and our registered office is at 27 St. Cuthberts Street, Bedford, MK40 3JG, You can contact us by:

By phone: 0730 910 3984
By email: info@estarenergyuk.com
By post: E STAR ENERGY UK LTD, 27 St. Cuthberts Street, Bedford, MK40 3JG

  1. How to Place an Order

2.1 You can place an order through our website www.estarenergyuk.com following the prompts or by calling us on 0730 910 3984.

2.2 Once you place an order, you will be contacted via email within 24 hours (or the next working day) with details of your order and additional information. Please verify the details and contact us promptly if anything is incorrect or not as expected.

2.3 The successful placement of your order indicates your acceptance of these terms and conditions. Our acceptance of your order will occur when we email you to confirm it, at which point a contract will be established between you and us. In the rare event that we cannot accept your order, we will notify you as soon as possible. Non-acceptance may be due to:

a) the product being out of stock; b) a pricing or description error; c) our inability to obtain payment authorization; or d) failure to meet a specified delivery deadline.

2.4 After setting up your account with us, you can access your order details from our website.

  1. Our Products

3.1 Products may differ slightly from their images. The product images on our website are for illustrative purposes only. We strive to accurately display the colors of our products; however, as colors may vary on different screens, we cannot guarantee complete accuracy. If concerned about a product’s appearance, please call us on 0730 910 3984 for a sample.

3.2 Products marked as ‘End of Line’ are discontinued and will not be restocked. This means we cannot source parts or replace these products if issues arise. This status affects pricing but does not alter your statutory right to a refund for dissatisfaction. Please see our refunds policy in section 8 for details.

3.3 If you wish to change your product order after placing it but before dispatch, contact us. We will inform you if the change is possible and provide details on any price adjustments, delivery timing, or other necessary changes. You will need to confirm if you wish to proceed with the change.

  1. Pricing and Payment

4.1 Prices and charges on our website are in Pounds Sterling. Product prices include VAT but exclude delivery costs, which are calculated during checkout based on delivery service, location, and product size or weight. We strive to ensure pricing accuracy. If we find an error in the price, we will notify you and offer the option to reconfirm your order at the correct price or cancel it. If a pricing error is obvious and recognizable, we may end the contract, refund any sums paid, and require the return of any products provided.

4.2 For details on pricing, please visit our Pricing Information page.

4.3 Payment is required at the time of order placement. For online orders, refer to our Payment Options page for a complete list of payment methods. For telephone orders, we accept most credit and debit cards (Visa, Mastercard, Delta, Switch, or Maestro). Alternatively, you can pay by cheque, made payable to “E STAR ENERGY UK” and posted to our Head Office address. Products will not be dispatched until cheque payment has cleared. We also offer finance options for orders over £250 – see section 6 for details.

4.4 We will inform you if your payment details cannot be authorized or if your cheque fails to clear. We will arrange alternative payment methods.

4.5 If your order’s lead time exceeds 30 days, we may refund 90% of your payment until the item is in stock. Once in stock, you will need to pay the remaining 10% before dispatch. For information and to request a partial refund, contact our customer service team on 0730 910 3984. This does not apply to made-to-order items, which require full payment upon order placement.

4.6 Ready to Go Orders
Once all items are in stock and full payment has been made, we will contact you to arrange delivery. If you haven’t paid the full balance, we will contact you to collect outstanding payment and arrange delivery. Orders will be held for two weeks from the final item’s arrival – if we cannot contact you within this period, the items will be unallocated, and a refund issued. We are not responsible for items going out of stock after unallocation. We can store your order for two weeks from the final item’s allocation; after 14 days, a storage fee of £15 per week will apply.

4.7 Fully Allocated Orders
Once all items are in stock, if you haven’t paid the full balance, we will contact you to collect outstanding payment and arrange delivery. Items will only be kept allocated for 14 days from the date the last item was allocated. If we do not hear from you within this period, items will be unallocated, and your deposit refunded. We are not responsible for stock availability after unallocation if we have made every effort to contact you.

4.8 You own a product once it has been delivered and we have received full payment.

  1. Finance Options

5.1 We offer finance for customers over 18 years old, residing in the UK for at least three years, and placing an order for in-stock or short lead time items totaling £250 or more.

5.2 E STAR ENERGY UK acts as a credit broker and offers credit products from Secure Trust Bank PLC trading as V12 Retail Finance. E STAR ENERGY UK is authorized and regulated by the Financial Conduct Authority, serving as a broker and not a lender. Our registration number is 12239308. Credit is provided subject to age and status. Minimum spend applies. Not all products offered by Secure Trust Bank PLC are regulated by the Financial Conduct Authority.

5.3 We may receive a commission if your application is successful, varying by product and credit amount.

5.4 Our finance package is available online, over the phone, or in our showrooms. You will need to complete an application form and credit assessment to determine eligibility.

5.5 For more information about our finance options, visit our finance page or contact our customer service team at info@estarenergyuk.com or 0730 910 3984.

  1. Delivery

6.1 We offer multiple delivery options, selecting the most suitable service at checkout based on your purchase, which can be upgraded or customized.

6.2 For details on delivery options, visit our delivery page to add extra features or select a specific delivery window.

6.3 During the order process, you will be asked to select a preferred delivery date if available; otherwise, we will deliver on the earliest available date within the specified time frame.

6.4 We will deliver your solar panels to the address you provide when placing your order.

6.5 We can only deliver within the UK mainland. For delivery to a port or shipment company within the UK, you must contact them directly to confirm delivery arrangements and provide their contact details to us. We will only arrange exchanges/returns from UK mainland addresses, so check your order before onward shipping. We are not liable for damage caused by third-party carriers.

6.6 For deliveries in Scotland or the South West, we typically deliver within 5-10 working days, but remote locations may take longer. Contact us for clarification if needed.

6.7 To minimize environmental impact, we prefer to wait until all items are in stock before arranging delivery. However, if you need an urgent delivery, we may arrange separate delivery for in-stock items, which will incur an additional charge. Contact our sales team at 0730 910 3984 for details.

6.8 We aim to deliver products as soon as possible, within 30 days of order acceptance. If delivery within this time frame is not possible (e.g., for out-of-stock or bespoke items), we will inform you of the estimated delivery date before accepting your order. You may then agree to the date or cancel for a full refund.

6.9 If a product is unavailable or delayed due to circumstances beyond our control (e.g., supplier delays or weather conditions), we will notify you and minimize the delay’s impact. If a substantial delay is anticipated, you may end the contract and receive a refund for any products not received. If you do not cancel, we may cancel the contract and provide a refund.

6.10 To reschedule a delivery, please contact us at least 24 hours in advance. We cannot guarantee changes to scheduled deliveries made with less notice.

6.11 For damaged or faulty products upon delivery, see section 8 for our returns and refunds policy.

  1. Risk and Ownership

7.1 The risk of loss or damage to products passes to you upon delivery. Ownership of products transfers to you once they have been delivered and we have received full payment.

  1. Returns and Refunds

8.1 You have the right to cancel your order within 30 days of receiving the goods without giving a reason. If you wish to cancel:

a) Notify us within 30 days from the day you receive the goods. b) Products must be returned to us within 30 days of informing us. c) Products should be in their original packaging and in a resalable condition.

8.2 You are responsible for the cost of returning the products unless otherwise agreed. We will arrange collection for larger items, which may incur a charge. We will refund you within 7 days of receiving the returned products or proof of return.

8.3 You are entitled to a refund if products are faulty or not as described. In this case, we will bear the return costs and provide a full refund, including the original delivery charge. If you believe a product is faulty or not as described, please contact us promptly.

8.4 For more details on returns and refunds, visit our Returns and Refunds page.

  1. Product Warranty

9.1 Products come with a warranty period specified in the product description. This warranty covers manufacturing defects but does not include damage caused by misuse or accidental damage.

9.2 For warranty claims, contact us with details of the issue and proof of purchase. We will arrange repair, replacement, or refund as appropriate.

  1. Our Liability

10.1 We are not liable for any loss or damage that is not directly caused by our breach of these terms and conditions or due to negligence. We are also not liable for any business losses or indirect losses.

10.2 Nothing in these terms and conditions excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded or limited by law.

  1. Intellectual Property

11.1 All intellectual property rights in our website and its contents are owned by us or our licensors. You may not use or reproduce any content without our prior written consent.

  1. Governing Law and Jurisdiction

12.1 These terms and conditions are governed by English law. Any disputes arising under or in connection with these terms and conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.

  1. Changes to These Terms and Conditions

13.1 We may revise these terms and conditions from time to time. The terms and conditions applicable to your order will be those in effect at the time you place your order.

  1. Contact Us

For any questions or concerns regarding these terms and conditions or your order, please contact us using the contact details provided in section 1