Claims & Returns

Return Merchandise Authorization (RMA) Policy:

  • A Return Merchandise Authorization (RMA) Form must be submitted within 30 days from the date of delivery.
  • Returned products must be shipped within 14 days of the RMA approval date or the returned merchandise will not be accepted.
  • Example: If the RMA is approved on June 1st, the return must be shipped by June 15th.
  • Returned Products must include all components originally shipped with the item (ie. manuals, documents, hardware, cabling, accessories, nuts, bolts, etc;).
  • Your return may be subject to up to a 40%¬†restocking fee.
  • The shipping costs of the return shipping label and the original order will be deducted from the total refund amount.
  • Shipping is a non-refundable expense.
  • US Solar Supplier will provide a return shipping label to you once your RMA has been approved.
  • Exchanges are processed as separate¬†orders and transactions.
  • When the original order is returned to us, a refund will be issued per our refund policy below.
  • Installed items are non-returnable.
  • Returns past the 30 days of delivery, if approved, will be subject to a 50%¬†restocking fee.
  • For warranty claims, please see section 2 of our Returns Policy.
  • Items not eligible for return: Custom/Special Order Products, Installed Products, Products not in original packaging, products delivered past 30 days.

The following items are not eligible for return:

  • Custom or special order products (ie. mounts, enclosures, battery racks, pre-wired backplates, cables, WAVE Systems).
  • Products that have been installed and/or used.
  • Return requests due to a product defect/malfunction from an item(s) that¬†have been installed and/or used are to be warrantied through the manufacturer. Please reference our Tech Support page for manufacturer contact information.
  • Products that are not in their original packaging (ie. manuals, documents, hardware, cabling, accessories, nuts, bolts, etc;).
  • If we accept an RMA request and materials are missing may be subject to a restocking fee of up to 30%.
  • Products that have been delivered past 30 days.

Warranty Claim / Defective Products:

If your product is defective, it should be processed as a warranty issue through the manufacturer. The quickest solution is to contact the manufacturer directly for a replacement. If you need assistance contacting the manufacturer, please refer to our Tech Support page for manufacturer contact information before contacting us. If the contact information is not available, please call us at 502-676- 7409 and follow the prompts.

  • We ask you to contact the manufacturer in these circumstances because they may be able to perform a series of diagnostic tests to determine the cause of the issue or troubleshoot the problem with you over the phone.
  • If the manufacturer directs you to handle the warranty claim through the seller, please complete the RMA Form and fill out all of the applicable information.
  • US Solar Supplier will then process your return as a warranty claim. The product will be sent to the manufacturer or a 3rd party for testing. At this time a diagnostic test may be performed to determine the cause of the issue.
  • A refund cannot be issued or determined until the manufacturer has determined the cause and/or solution.
  • If the item returned is found to be not defective, then a 50%¬†restocking fee will be automatically applied.

Refunds:

  • Refunds for returned items are processed within 7-10 business days after the inspection of the returned item(s) is completed.
  • Inspections may take 1-2 business days to be completed.
  • Refunds for cancellation of orders are processed within 7-10 business days
  • When your refund is processed, a refund receipt will be emailed to you.
  • Depending on your banking institution, please allow 3-5 business for the refund to clear your bank.
  • Refunds are processed in the manner in which the original payment was received. In some cases, a check will be mailed to you if we are unable to process the refund in the original payment method.
  • If you have a question about the refund process you may contact us at sales@ussolarsupplier.com