Frequently asked questions
Ordering
Do I need to create an account to order?
No. On santoro-energie.com you order directly, without creating a customer account: add your products to the basket, enter your delivery and billing details and confirm your order.
How do I know my order has been received?
Once you confirm, you receive an order form by email with a summary of your purchase (products, prices, delivery charge, address) and the payment instructions. If you cannot find it, check your spam folder, then write to us at contact@santoro-energie.com.
Do the prices include VAT?
Yes. All our prices are shown in euros including 21% VAT. Any delivery charge is displayed before you confirm your order.
Do you also sell to businesses?
Yes, we sell to private individuals and to businesses alike. Enter your company name and VAT number when ordering so that the invoice is issued in the company’s name.
Payment
When and how do I pay?
Payment is made by secure bank transfer. No payment is taken and no bank details appear on the website: once your order is confirmed, you receive your order form by email with the bank details and the payment reference to quote. Payment must be made within the period stated on the order form, and your order is prepared as soon as payment is received.
What happens if I do not pay in time?
If payment is not received within the period stated on the order form, the order may be cancelled. If you run into any difficulty, please contact us before the deadline.
Delivery
Which countries do you deliver to?
We deliver to Belgium, France, the Netherlands, Germany and Luxembourg, with the same rates and the same lead times in all five countries.
How long does delivery take?
Your order is processed within 1 to 2 working days of receipt of payment and then delivered within 3 to 15 working days, depending on the destination and the product. Full details are on our Delivery page.
How much does delivery cost?
Delivery costs €9.90 including VAT for orders under €150 and is free from €150. For orders up to 30 kg you can also choose delivery to a pickup point at the same price: the points nearest to your address are suggested at checkout.
How are heavy items delivered?
Home batteries and large solar panels are delivered on a pallet, by appointment. On receipt, check the condition of the packaging and note any reservations on the carrier’s delivery document.
Returns, withdrawal and refunds
Can I change my mind after buying?
Yes. If you are a consumer, you have a statutory right of withdrawal of 14 days from receipt of the product, without giving any reason. Santoro Energie also gives you a commercial return period of 30 days. Simply tell us your decision by email or using the model form on our Returns and refunds page.
Are returns free?
Yes. Santoro Energie arranges collection of the product and bears the cost, including for items delivered on a pallet.
What condition must the product be in?
The product must be uninstalled, unused and returned in its original packaging with all its accessories. You may handle it as needed to establish its nature, characteristics and proper functioning; you may be held liable for any loss in value caused by handling beyond that.
When will I be refunded?
Refunds are made within 14 days of receiving and inspecting the returned product, whether it is defective or not, using the same payment method as for the order unless agreed otherwise.
Warranty and installation
What warranty applies to my products?
Consumers benefit from the 2-year legal guarantee of conformity. This is supplemented, where applicable, by the manufacturer’s commercial warranty shown on the product page and by the Civil Code warranty against hidden defects. See our Warranty and support page.
My product is faulty: what should I do?
Write to us at contact@santoro-energie.com with your order number, a description of the problem and photos. In line with the law, we will offer a repair, a replacement or a refund, and arrange free collection if needed.
Do I need an installer?
Yes, for equipment connected to an electrical installation: home batteries, solar panels and charge controllers must be installed by a qualified installer, following the manufacturer’s instructions and the regulations in force. This is essential for your safety and for the warranties to apply. Portable power stations can be used without any installation.
Contact
How can I contact you?
Everything is handled online: you can write to us 24/7 by email at contact@santoro-energie.com or through our contact form. We deal with messages as quickly as possible on working days. Please include your order number.
Where can I find legal information about Santoro Energie?
SANTORO ENERGIE SRL is a Belgian company with its registered office at Rue de Presles 127 (VP), 6280 Gerpinnes. Its full details are in our legal notice, and our terms in the terms and conditions of sale.