Returns & Refund Policy

01. Your consumer rights

This policy applies to products and services sold by Solid Sri Lanka. It explains how to request a return, repair, replacement, cancellation or refund. It does not remove any mandatory consumer right or remedy under applicable Sri Lankan law. A reporting period, packaging request or warranty exclusion below is not intended to defeat those rights.

For goods bought from an independent provider, please contact the actual seller as well as reporting any listing concern to Solid. Work invoiced and sold by Solid remains subject to Solid's responsibilities.

02. Damaged, incorrect or incomplete deliveries

Inspect the indoor and outdoor units, model, capacity and supplied accessories on arrival. Ask the delivery team to record any visible damage or missing items before signing acceptance. Where practical, do not install or use a visibly damaged or incorrect unit.

Contact us promptly, preferably within 48 hours of discovering a delivery issue, with the invoice or order reference and clear photos. This is a request for early reporting, not a cut-off for a valid defect or legal claim. We will assess the issue and arrange the appropriate correction, replacement, repair or refund where due.

03. Suspected faults and installed air conditioners

For a fault, send the invoice and warranty-card images, a description of the symptoms, and clear photos or a short video of the indoor and outdoor units to our service team. We will advise on safe next steps and whether an inspection is needed. Stop using the unit if it appears unsafe; do not dismantle or remove it yourself.

An installed AC normally needs a technical assessment to distinguish a manufacturing fault, installation issue, maintenance need or site condition. Repair, replacement or refund will be determined according to the findings, the applicable warranty and your legal rights. A water leak or poor cooling may require inspection and is not automatically evidence that the unit itself must be replaced.

04. Change of mind, customer cancellation and capacity selection

Solid does not offer an automatic change-of-mind return or exchange. Under our standard booking terms, an advance is not refundable where cancellation results from the customer's decision, change of mind or other circumstances attributable to the customer, subject to mandatory law and the circumstances of the order. Contact us before cancelling or returning goods so we can explain the applicable treatment.

Opened, used, installed, specially ordered or customer-damaged products are not ordinarily accepted for a discretionary change-of-mind return. If an exception is agreed, any collection, removal, reinstallation or condition-related charge must be explained and agreed first.

A BTU calculator is a preliminary guide. Discuss suitability before purchase, particularly for high ceilings, exposed roofs, large glass areas or unusual heat loads. If an unsuitable capacity was selected, we will assess the information and advice given; no blanket exclusion applies to misleading advice, a product defect or a statutory remedy.

05. If Solid cannot fulfil an order

If we cannot supply the agreed product or service, we will contact you to discuss a replacement, revised date or cancellation. You do not have to accept a substitute. Where cancellation is due to our inability to fulfil the agreement, we will refund money for the unfulfilled part, subject to any separately agreed work already completed and applicable law. We will not keep an advance solely because we cannot fulfil an order.

06. How to request and return

1. Email info@solidsrilanka.com or WhatsApp 0750950450 with your name, invoice number, contact details, issue and supporting images.
2. We will confirm the assessment steps, any inspection appointment and whether collection or return is needed.
3. Obtain our return instructions before sending or removing an AC. We will confirm the collection or return address and responsibility for transport or labour costs.
4. Where available, retain packaging, accessories, manuals and warranty records. Missing packaging does not by itself remove a statutory remedy.

We will not charge you for correcting our own delivery error. Any other assessment, transport or labour charge will be explained before chargeable work is agreed; it must be consistent with the warranty and applicable law.

07. Refund method and timing

Once a refund is approved and any required return or assessment is complete, we aim to initiate it within five working days and provide confirmation. Refunds are normally made through the original payment method to the original payer. Card refunds are returned through the payment provider, rather than paid to a different person's account.

The issuing bank or gateway may take a further 5–10 working days, sometimes longer, to show a card refund. These are processing estimates, not a guarantee of a bank's posting date. Contact us with the transaction reference if a refund does not appear. Refundable delivery or service amounts depend on the reason for the refund and applicable law; deductions, where permitted, will be explained.

08. Installation, inspection and service bookings

Inspection or service fees for work properly completed are ordinarily not refundable for a later change of mind. This does not prevent a remedy for deficient work. If access, electricity or the site is not ready, contact us before the appointment; repeat travel or rescheduling charges will be discussed before a new visit.

Free services and compressor warranties are governed by the selected package and its written conditions. A long compressor warranty does not automatically provide free labour, transport, refrigerant or all other parts for the full period.

09. Contact for assistance

Returns and policy enquiries: info@solidsrilanka.com
Service / breakdown: 0750950450
Sales / payment reference: 0750250450
Service base: Biyagama, Sri Lanka. Please obtain return instructions and the correct address before visiting or sending a unit.