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Last Updated: 20 August 2026
At Axtron Group Ltd, we want customers to receive the correct products, in good condition, and suitable for the purpose for which they were purchased.
This Refund and Returns Policy applies to purchases made through the Axtron Group Online Store and should be read together with our Terms and Conditions.
1. Return Period
Customers may request the return of an eligible product within 7 days of delivery or collection.
A return request does not automatically mean that the product is eligible for a refund. Products must meet the conditions outlined in this policy.
This period does not limit any rights available to customers under applicable Ghanaian law in relation to defective, damaged, incorrectly supplied or otherwise non-conforming products.
2. Change-of-Mind Returns
An eligible product may be returned because of a change of mind where:
- The product has not been installed, connected, programmed or used;
- The product is in its original condition;
- The original packaging is substantially intact;
- All accessories, manuals, cables and supplied components are included; and
- Proof of purchase from Axtron is provided.
Axtron reserves the right to inspect returned products before approving a refund or exchange.
3. Products That Cannot Normally Be Returned
Unless the product is defective, incorrectly supplied or otherwise required by applicable law, we generally cannot accept returns of:
- Special-order products;
- Specially imported products;
- Custom-built or configured equipment;
- Products procured specifically for a customer’s requirements;
- Cut cables or materials supplied to a specified length;
- Products that have been installed or commissioned;
- Products that have been programmed or materially configured for a particular application;
- Products damaged through incorrect handling, installation or use;
- Products modified or repaired by an unauthorised third party; or
- Products returned incomplete or in a condition that materially prevents resale.
Customers purchasing specialised equipment are therefore encouraged to confirm specifications and compatibility before ordering.
4. Batteries
Batteries require special consideration because their condition can be affected by installation, charging, storage and operating conditions.
A battery cannot normally be returned as a change-of-mind item once it has been installed or put into service.
Where a battery is believed to be defective, Axtron may test the battery before approving a replacement, repair or refund.
Testing may include evaluation of voltage, capacity, internal resistance, charging condition or other relevant parameters.
Normal capacity reduction resulting from age, usage, cycling, temperature, excessive discharge or improper charging is not necessarily considered a manufacturing defect.
5. Damaged Products
Customers should inspect products as soon as reasonably possible after delivery or collection.
If a product arrives visibly damaged, please contact Axtron promptly and provide:
- Your order number;
- Details of the affected product;
- A description of the damage; and
- Photographs or other reasonable evidence where requested.
Where damage occurred before delivery to the customer, Axtron will assess the matter and provide an appropriate remedy.
6. Incorrect or Missing Products
If we supply the wrong product or an item is missing from your order, please notify us promptly.
Once verified, Axtron will arrange an appropriate solution, which may include:
- Supplying the correct product;
- Supplying the missing item;
- Replacing the affected product; or
- Providing a refund where appropriate.
Customers will not be responsible for reasonable return costs resulting from an error made by Axtron.
7. Defective Products
If you believe a product is defective, please contact us with your order details and a description of the problem.
Depending on the product and nature of the fault, we may require the product to be inspected or tested.
Where a defect is confirmed, the appropriate remedy may include:
- Repair;
- Replacement;
- Exchange; or
- Refund,
depending on the circumstances, applicable warranty conditions and applicable law.
8. Technical Compatibility
Many products sold by Axtron are technical products that must be correctly selected, sized and installed.
These include:
- UPS systems
- Batteries
- Solar inverters
- Solar systems
- Generators
- Automatic Voltage Regulators (AVRs)
- Switchgear
- Controllers
- Smart-home devices
- Electrical and automation equipment
Where a customer independently selects a product without an Axtron technical assessment, the customer is responsible for confirming that the product is appropriate and compatible with the intended application.
A product being incompatible with equipment not disclosed to Axtron does not necessarily mean that the product itself is defective.
If you are uncertain about compatibility, please contact us before ordering.
9. Installed Products
Products that have been correctly supplied and subsequently installed cannot normally be returned simply because the customer has changed their mind.
If an installed product develops a fault, it will instead be handled under the applicable warranty or defective-product process.
Where Axtron performed the installation, we will also assess whether the issue relates to the product, installation or another part of the system.
10. Smart Home Products
Customers should check the compatibility requirements of smart-home products before purchase, including requirements relating to:
- Wi-Fi;
- Zigbee or other communication protocols;
- Smart hubs or gateways;
- Mobile applications;
- Operating systems;
- Electrical supply; and
- Third-party smart-home platforms.
A correctly functioning product will not normally be considered defective solely because it is incompatible with a third-party system that was not specified as compatible.
11. Generators and Large Equipment
Generators, large UPS systems, battery cabinets, switchgear and other heavy equipment may require inspection before a return can be approved.
Customers should not arrange the return transportation of large equipment until Axtron has provided return instructions.
Where a return results from a confirmed Axtron supply error or qualifying defect, responsibility for reasonable transportation arrangements will be determined as part of the return process.
12. How to Request a Return
To request a return, contact Axtron and provide:
- Your name or company name;
- Order number or invoice number;
- Product being returned;
- Reason for the return; and
- Photographs or supporting information where relevant.
We will review the request and provide instructions where a return is authorised.
Please do not send products back without first obtaining return instructions from Axtron.
13. Inspection of Returned Products
Returned products may be inspected before a refund, exchange or other remedy is approved.
Inspection may confirm:
- Product identity and serial number;
- Physical condition;
- Completeness;
- Packaging condition;
- Signs of installation or use;
- Electrical or mechanical condition; and
- Nature of any reported fault.
If testing shows that a product is functioning correctly and the problem resulted from incorrect installation, misuse, incompatible equipment or circumstances outside the product specification, the return may not qualify as a defective-product claim.
14. Refunds
Once an eligible return has been received and approved, Axtron will process the applicable refund.
Approved refunds will normally be made using the original payment method where reasonably possible.
The time required for funds to appear in your account may depend on the bank, mobile money operator, payment gateway or other payment service provider.
15. Delivery and Service Charges
Original delivery charges are generally not refundable for change-of-mind returns where the delivery service was properly completed.
Installation, commissioning, configuration, site visits and other services already properly performed are also generally non-refundable.
Where a return results from an incorrect supply, qualifying defect or another error attributable to Axtron, reasonable associated costs will be handled accordingly.
16. Exchanges
Where appropriate, customers may request an exchange instead of a refund.
Any difference in price between the original product and replacement product must be settled before the replacement is released.
An exchange remains subject to product availability and approval of the original return.
17. Order Cancellations
Orders may be cancelled before processing or dispatch, subject to the status and nature of the order.
Special-order, specially imported, customised or customer-specific products may not be cancellable once procurement, production or configuration has commenced.
If you need to cancel an order, contact Axtron as soon as possible.
18. Warranty Claims
Returns relating to faults arising after a product has been placed into service may be treated as warranty claims rather than ordinary returns.
Warranty coverage varies by product and may be stated on the product page, invoice, quotation, warranty certificate or accompanying documentation.
Warranty claims remain subject to the applicable warranty conditions.
19. Abuse of the Returns Process
Axtron reserves the right, subject to applicable law, to refuse fraudulent or abusive return requests, including returns involving deliberate product damage, substituted products, altered serial numbers or false claims.
20. Your Legal Rights
Nothing in this Refund and Returns Policy is intended to remove, restrict or replace any rights or remedies available to customers under the applicable laws of the Republic of Ghana.
Where this policy conflicts with a legal right that cannot lawfully be excluded, the applicable law will prevail.
21. Contact Us
For returns, exchanges, refunds or warranty enquiries, please contact:
Axtron Group Ltd
No.02 Athena Close, Accra, Ghana
Email: info@axtrongroup.com
Website: www.axtrongroup.com
Online Store: axtrongroup.com/store
Please include your order or invoice number when contacting us so that we can process your request efficiently.