Refund Policy

Welcome to the Ignacore Website

This Refund Policy applies to the purchase of Battery Energy Storage System (BESS) units and related equipment supplied by IGNACORE ("IGNACORE," "we," "us," or "our"). As IGNACORE's energy storage systems are engineered, procured, and configured to customer-specific site and load requirements, refunds are handled differently from standard retail goods. This Policy should be read together with the IGNACORE Warranty Coverage Statement and the applicable Sales/Supply Agreement, purchase order, or invoice governing your purchase.

1. Order Cancellation

  • Cancellation requests must be submitted in writing to IGNACORE within seven (7) calendar days of order confirmation and prior to the commencement of engineering, procurement, or manufacturing for the order.
  • Where cancellation is requested after engineering, procurement, or manufacturing has commenced, IGNACORE reserves the right to deduct all costs already incurred (including but not limited to components ordered, custom engineering, and third-party charges) from any refundable amount.
  • Orders cancelled after dispatch, delivery, or commencement of installation are not eligible for cancellation or refund under this section and shall instead be governed by Section 3 (Non-Refundable Circumstances) and the Warranty Coverage Statement.

2. Eligibility for Refunds

A refund may be considered by IGNACORE, at its sole discretion, only in the following circumstances:

  • The order is cancelled within the period and conditions set out in Section 1.
  • The delivered system is found, prior to commissioning, to materially deviate from the agreed technical specifications and cannot be rectified within a reasonable period.
  • The system suffers a major failure covered under the 5-year Warranty Coverage Statement which IGNACORE is unable to repair or replace within a reasonable timeframe, as determined following inspection by an IGNACORE-authorized representative.

All refund requests are subject to inspection, verification, and written approval by IGNACORE prior to processing.

3. Non-Refundable Circumstances

No refund shall be provided in the following circumstances:

  • The system has been delivered, installed, and commissioned, and is operating in accordance with the agreed specifications.
  • Change of mind, change in project scope, or change in customer requirements after production, dispatch, or installation.
  • Costs already incurred for site-specific engineering, custom manufacturing, procurement, transportation, or installation.
  • Physical or external damage caused by accident, mishandling, or improper installation not performed or supervised by IGNACORE.
  • Damage resulting from grid overvoltage outside the allowable range, overload, unauthorized modifications, misuse, or operation outside the product's specifications.
  • Failures due to natural disasters, fire, flood, or electrical surges beyond rated limits.

The exclusions above are consistent with, and should be read alongside, the Exclusions set out in the IGNACORE Warranty Coverage Statement.

4. Relationship to the Warranty Coverage Statement

Once a BESS unit has been commissioned, defects and failures are addressed under the IGNACORE 3-year/5-year Warranty Coverage Statement (as applicable) rather than through a cash refund:

  • Minor faults or component malfunctions: Defective parts will be repaired or replaced at no cost.
  • Major failures that significantly affect system performance and cannot be repaired: The entire system shall be replaced by IGNACORE within the warranty period.

Repair or replacement under warranty is the primary remedy for post-commissioning defects. A refund will only be considered where IGNACORE is unable to provide a repair or replacement remedy within a reasonable period, as set out in Section 2.

5. Refund Request Procedure

To request a refund, the customer must:

  • Submit a written request to IGNACORE, including the original invoice, purchase order, or warranty certificate, and a description of the issue or reason for the request.
  • Allow IGNACORE's authorized service representative to inspect and verify the system or the reported issue before any refund is approved.
  • Cooperate with any reasonable request for additional information or documentation required to assess the claim.

6. Refund Processing

  • Approved refunds will be processed within thirty (30) business days of written approval by IGNACORE.
  • Refunds will be issued using the original method of payment, unless otherwise agreed in writing between IGNACORE and the customer.
  • Any applicable deductions for costs incurred, shipping, installation, or removal of the system will be clearly itemized and communicated to the customer prior to the refund being processed.

7. Contact Us

For cancellation requests, refund inquiries, or warranty claims, please contact:

IGNACORE

Website: www.ignacore.com

Email: [email protected]

Address: Mobarak Saleha Heights, Apt 7A, House 30 CWN (A), Gulshan-2, Dhaka-1212, Bangladesh

8. Products Delivery Time

Inside Dhaka - 2-4 working days
Outside Dhaka - 3-5 working days