Delivery

Santoro Energie delivers its products to your home or to the address of your choice in five countries, with the same prices and delivery times. This page supplements Article 8 of our terms and conditions of sale.

Countries served

We deliver to Belgium, France, the Netherlands, Germany and Luxembourg.

Delivery charges

These rates apply in the same way in all five countries and are shown in the order summary before you confirm your order.

Delivery times

Once you have confirmed your order, you receive an order form by e-mail; the payment instructions are set out in that order form. Preparation starts as soon as your payment has been received. Business days exclude Saturdays, Sundays and public holidays.

Delivery to a pickup point

For orders weighing up to 30 kg, you can choose delivery to a pickup point instead of home delivery, at the same price (free from €150). At checkout, once you have entered your address, the site suggests the nearest drop-off points (post offices, parcel lockers), sorted by distance, with a link to the map. You select one; it then appears on your order confirmation and in the e-mail we send you.

The suggestions are based on public map data (OpenStreetMap); opening hours and the availability of a pickup point should be checked with the point itself. Heavy items delivered on a pallet are not eligible for pickup-point delivery.

Pallet delivery of heavy items

Heavy items such as home batteries and large solar panels are delivered on a pallet. The carrier will contact you to arrange an appointment. Please make sure the address is accessible to a delivery vehicle and arrange for help with handling, as these consignments can be bulky and heavy.

Lithium batteries are regulated goods for transport: they are handed to authorised carriers and packed in line with the applicable regulations. If a particular restriction applies to your address or product, we will contact you after your order.

Tracking your order

As soon as your order is shipped, we let you know by e-mail and, where the carrier allows it, send you a tracking link. For any question, write to us at contact@santoro-energie.com stating your order number.

On receipt

• Check the condition of the packaging in the presence of the driver.
• Note any visible damage (damaged box or pallet, missing parcel) on the carrier’s document.
• Let us know as soon as possible, with photos.

These steps help us handle your case; they do not limit your statutory rights, in particular the guarantee of conformity.

Absence, incorrect address or delay

If you are not at home, the carrier will offer a new delivery attempt or another appointment. Please check your address carefully when ordering: an incomplete or incorrect address may delay delivery.

If your order is not delivered within the stated time, please contact us. As a consumer, you may ask us to deliver within an appropriate additional period and, failing that, terminate the contract and be refunded all amounts paid.

Changed your mind after delivery? See our Returns and refunds page: returns are free.