Dear Samantha,
Thank you for your comments. We would like to clarify several points to ensure the information available is accurate and complete.
To date, goods to the value and cost of carriage of £1,126.77 have been supplied to you. Of this amount, you have paid £401.99 in total.
The solar panel was purchased new at a cost of £475.00 including VAT. Despite the panel being returned in a condition that rendered it unsuitable for resale due to inadequate packaging and subsequent damage in transit, you were refunded £440.00. The panel was returned with only a single layer of small bubble wrap, no protective box, and the battery loose in a carrier bag, which resulted in damage during transit. This refund was well in excess of what would normally be considered a partial refund under these circumstances.
There was no fault found with the solar panel itself. The performance issues experienced were due to positioning and installation, which we advised on multiple occasions. When installed correctly, this panel operates reliably year-round. We currently have identical panels functioning successfully across the UK, including in northern Scotland, and we support thousands of satisfied customers using these systems throughout all seasons.
As previously demonstrated, when your camera was connected to a stable mains power supply, it operated immediately and as expected. This confirms that the camera was not faulty. The difficulties encountered were the result of an insufficient and inconsistent power supply within the wider setup, which you have purchased separately and is not a Farmstream product rather than a fault with our equipment.
We strive to provide clear guidance and fair resolutions, and we stand by the quality and performance of our products when installed and powered correctly.
Team Farmstream