Returns and refunds
You have 7 days from delivery to raise a return with Solivar Mercantile. Check the count and the printed ratings the day the parcel arrives — an assortment kit that has been opened onto a workbench is very hard to put back.
The window
Requests must reach us within 7 days of the delivery scan on the courier record.
What we can accept back
- Unused, unfitted, with the assortment case complete and the sizes still in their compartments.
- Sealed bags unopened where a part ships bagged.
- The invoice from the parcel, or a photograph of it.
What we cannot take back
Anything fitted, wired, crimped, heat-shrunk or cut to length; part-used assortment kits; enclosures drilled or cable-glanded; clearance stock and gift cards. Once a connector has had a conductor in it we cannot resell it, and we will not pass it to the next customer. None of this affects your rights if the goods were faulty or wrongly supplied.
Short, crushed, mis-rated or wrong on arrival
Record an unboxing video and count the kit against the invoice. If the count is short, an enclosure is crushed, a gasket is torn, the printed current or voltage rating does not match the listing, or the wrong part arrived, email us that clip within 48 hours of delivery. On that evidence we replace or refund immediately at our cost.
Ratings are as printed on the part
We publish the current, voltage and conductor range printed by the maker on the component or its packaging, and we check that print against the listing before dispatch. We do not test parts electrically and we do not certify them. If a part is plainly marked differently from our listing, that is a misdescription and we take it back; if you need a specific approval mark for a job, check that the listing states it before ordering.
Fit is your electrician’s call
Whether a connector suits a particular conductor size, whether an enclosure’s IP rating suits its location, and whether an installation complies with the wiring rules are judgements for a licensed electrician. A part that turns out to be wrong for the job, but is exactly what the listing described, is a change of mind rather than a fault.
How refunds are paid
Once the items are back and counted, approved refunds are processed within 10 business days. UPI payments return to the same handle; Cash on Delivery orders are refunded by direct bank transfer once you share the account details.
Who pays the return postage
We do where the fault is ours — short, damaged, mis-rated, incorrect. On a change of mind you post the unused items back to the address we give you and we refund the price of the goods on arrival.
Exchanges
A different conductor range or a larger assortment can be swapped while the kit is unopened. Say so in the first email and we settle any difference either way.
Starting a return
Email support@solivarmercantile.shop with the order number and one line on the problem, plus the video for a short-count or damage claim. A person replies, usually within one working day, with the return address. Please wait for that reply before posting anything back.