1Introduction

This Refund Policy ("Policy") outlines the terms and conditions under which Luna Energy Sdn Bhd ("Luna Energy", "the Company", "we", "us", or "our") may issue refunds for products and services purchased by customers ("you" or "your"). By engaging our services or purchasing our products, you acknowledge that you have read, understood, and agreed to this Policy.

Luna Energy specialises in the supply, design, and installation of solar photovoltaic (PV) systems and battery energy storage systems (BESS) for residential and commercial & industrial (C&I) customers across Malaysia.

2Scope of Policy

This Policy applies to all transactions involving:

• Solar photovoltaic (PV) panel systems and components
• Battery energy storage systems (BESS)
• System design and engineering services
• Installation and commissioning services
• Maintenance service packages
• Any ancillary products or services sold by Luna Energy

3Deposit and Payment Terms

3.1 Booking Deposit

A non-refundable booking deposit is required to confirm your order and secure a project slot. The deposit amount will be specified in your quotation or sales agreement. This deposit covers preliminary site assessment, system design, engineering work, and administrative costs incurred upon order confirmation.

3.2 Progress Payments

Subsequent payments are made in accordance with the payment schedule outlined in your sales agreement. Payments made for work already completed or materials already procured are non-refundable.

3.3 EPP Installment Plans

For customers utilising Easy Payment Plan (EPP) installment arrangements, refund eligibility is subject to the terms of the financing agreement with the respective financial institution. Customers should refer to their EPP agreement for specific cancellation and refund provisions.

4Refund Eligibility

4.1 Cancellation Before Installation Commences

If you cancel your order before installation work has commenced:

4.2 Cancellation After Installation Has Commenced

Once installation has commenced, cancellation requests will be evaluated on a case-by-case basis. No refund will be provided for work completed, materials installed, or services rendered. Any partial refund, if applicable, will be calculated after deducting the value of all work performed, materials used, and any third-party costs incurred.

4.3 Completed Installations

No refund will be issued for systems that have been fully installed and commissioned, unless the system is found to be materially defective (see Section 5 below).

5Defective Products or Workmanship

5.1 Warranty Coverage

All solar PV systems and battery storage systems supplied by Luna Energy come with manufacturer warranties as specified in your sales agreement. Defects covered under warranty will be repaired or replaced at no additional cost to you, in accordance with the applicable warranty terms.

5.2 Workmanship Guarantee

Luna Energy provides a workmanship guarantee for all installation services. If a defect in workmanship is identified within the guarantee period, we will rectify the issue at no additional charge. The duration of the workmanship guarantee will be stated in your sales agreement.

5.3 Refund for Defective Systems

In the event that a system is found to be materially defective and cannot be repaired or replaced within a reasonable timeframe, Luna Energy may, at its sole discretion, offer one of the following remedies:

1. A full or partial refund of the purchase price
2. A replacement system of equivalent or superior specification
3. A credit towards a future purchase or upgrade

6ROI Guarantee

Luna Energy stands behind the performance of its solar systems. Where a specific return on investment (ROI) guarantee is provided in your sales agreement and the system fails to achieve the guaranteed performance through no fault of the customer, Luna Energy will honour its commitment in accordance with the terms and conditions of the ROI guarantee as specified in your agreement. This may include financial compensation or system optimisation at Luna Energy's expense.

7Maintenance Service Packages

For optional yearly maintenance service packages:

• Cancellation before the first scheduled service visit: Full refund less a 15% administrative fee.
• Cancellation after one or more service visits have been performed: Pro-rata refund for remaining unused service visits, less a 15% administrative fee.
• No refund will be issued for service visits already completed.

8How to Request a Refund

To request a refund, please contact our Customer Service team with the following details:

• Your full name and contact information
• Sales agreement or invoice number
• Description of the reason for the refund request
• Supporting documentation (if applicable)

All refund requests will be acknowledged within five (5) business days. Luna Energy will endeavour to process approved refunds within thirty (30) business days from the date of approval.

9Refund Method

Approved refunds will be processed via the original payment method wherever possible. If the original payment method is no longer available, refunds will be issued via bank transfer to the account nominated by the customer. All refunds will be made in Malaysian Ringgit (MYR).

10Exclusions

This Policy does not cover:

• Damage caused by misuse, negligence, unauthorised modification, or force majeure events (including but not limited to natural disasters, floods, lightning strikes, and acts of God)
• System underperformance caused by external factors beyond Luna Energy's control, such as shading from new structures, abnormal weather patterns, or changes in grid regulations
• Costs incurred by the customer for third-party services not arranged through Luna Energy
• Any consequential, incidental, or indirect losses arising from system downtime or performance issues

11Dispute Resolution

In the event of any dispute arising from this Policy, both parties agree to first attempt resolution through amicable negotiation. If a resolution cannot be reached within thirty (30) days, the dispute shall be referred to mediation in accordance with the laws of Malaysia. This Policy shall be governed by and construed in accordance with the laws of Malaysia, and the parties submit to the exclusive jurisdiction of the Malaysian courts.

12Amendments to This Policy

Luna Energy reserves the right to amend this Policy at any time. Any changes will be posted on our website at luna-energy.com and will take effect immediately upon publication. The version of this Policy applicable to your transaction shall be the version in effect at the time of your purchase.

13Contact Us

If you have any questions about this Refund Policy, please do not hesitate to contact us: