Silicon Solar › No Hassle Returns

Return Policy

Return Policy Overview
If you are not satisfied with your purchase, we will assist you in exchanging or returning your item, as long as the exchange/return falls within our specified guidelines detailed below. To return a product, you must request and receive a Return Merchandise Authorization number from customer service. Unauthorized returns will be sent back at the expense of the shipper. We will not take ownership of returned goods until they are received, inspected, and approved by our staff.

Definition of common terms found throughout our return policy:

• Customer Service Representative (CSR): A CSR is the person you will speak with most often when contacting us. Our CSRs are trained professionals who will be happy to assist you with your questions and needs.
• Return Merchandise Authorization (RMA): An RMA is an authorization number which must be obtained prior to returning any product. An RMA is valid for 15 days from date of issuance. Returned items postmarked after the 15 day period will be rejected by our returns department. To obtain an RMA, call 800-786-0329 to speak with a CSR or email us at support@siliconsolar.com. Please provide your invoice number when requesting.
• Refund: A refund is the return of money you paid to us. Typically, we issue refunds in the original form of payment. However, we reserve the right to issue a refund that best suits our needs. For example, if you made a purchase with a credit card we may issue the refund in the form of a check. If this is done, we will notify you of the change.
• In-Store Credit: An in-store credit is a “gift code” we provide to you as an alternative to a refund. In-store credits never expire nor do they need to be used all at once. If your in-store credit is $100 and you use $60, you will have $40 remaining to use for future purchases. In-store credit gift codes are emailed to you or you can obtain it by calling and speaking with a CSR.
• Restocking Fee: All returned items will be inspected by our returns department and those items not returned in new, unopened, resalable condition or not contain original packaging materials and accessories will be subject to a 15% restocking fee. The restocking fee is in place to cover labor costs accrued while inspecting, replacing and repackaging products.

Silicon Solar does not accept the following items for return:

• Used/opened educational solar kits
• Solar thermal systems and their components (unless a certified SunMaxx Dealer or Distributor is requesting the return)
• Items marked “Sold As Is” or clearance items within the blowout deals category. These items will be marked with specific dates as to when they were clearanced. Anything purchased before that date and still within the return period can be returned under our return policy guidelines. If customers purchase a clearanced item and find it will not fit their needs they have 10 business days from acceptance to request a return of the item. These items must be in new resalable condition.

Silicon Solar does not provide refunds on the following items

• Electronic Books or Information Packets
• Electronically sent Wiring Diagrams
• Purchased Gift Certificates: Merchandise purchased with gift certificates and then returned for refund will be refunded in the form of instore credit. In no other shape or form will payment be refunded.

Note: we use high standards to package and ship our products, but due to their fragility, visual proof in the form of a picture has to be provided of cells damaged in shipping in order to be eligible for replacement. E-mails with pictures for these claims must be sent to support@siliconsolar.com and dated for the same day of delivery in order to be eligible for replacement.

Shipping Cost
Unless stated otherwise within this return policy, the cost of shipping returned merchandise must be pre-paid by the customer. We do not pay, nor reimburse, for return shipping. Do not return packages COD. Packages shipped via COD will be rejected by our returns department at the expense of the shipper. In any situation where Silicon Solar is responsible for shipping cost (ex. incorrect merchandise received) and a shipping method other than the original shipping method is requested (ex. Ground vs. Air), the difference in cost must be paid by the customer.

Incorrect Merchandise Received
In the event that you received the incorrect merchandise, contact us and we will send a call tag out to retrieve the merchandise at our expense. Once the merchandise arrives at our facility and is evaluated, the correct merchandise will be shipped to you at no cost via the original shipping method. Although it is viable for concern, please do not assume that you received the incorrect product if it doesn’t look exactly like the picture on our website. These images are for representations only and your actual product may differ from what is displayed online. If you contact us we will work with you in determining if you received the correct product or not. If, when received at our facility, we find that you received the correct merchandise, you will be responsible for shipping cost to and from our facility. This cost must be paid before the merchandise is shipped back to you. In these instances it is best to supply images of what you received to avoid this expense.

Repair/Replacement

• Items determined to have a manufacturer's defect are eligible for repair or replacement within their warranty period or, if product has no warranty, 30 days from customer's receipt of the item. This does not apply to discontinued or clearanced items.
• Items within their warranty period are eligible for 1 replacement only if determined to have a manufacturers defect. After such, only repair can be made to the item for the remainder of the warranty period. If an item is eligible for replacement but a new replacement is not available, Silicon Solar reserves the right to provide a working reconditioned unit for replacement. Due to product availability, item discontinuance, or model upgrades, some items may no longer be available to replace in their original form, fit, or function. In these instances Silicon Solar will either repair your item or replace it with an equal or greater performing product. If this occurs you will be notified.
• All shipping charges accrued for products eligible for repair are the responsibility of the customer as stated within the return policy. Products within their warranty shall be repaired free of charge as long as the product falls within the standards outlined in the warranty and return policy.
  
• Products outside their warranty period in need of repair shall be subject to repair fees of $1.00 per minute of work plus the price of any components needed to repair the item. Total amount of repair shall not exceed the original purchase price of the product. If a product is beyond repair or unable to be repaired due to lack in component inventory, Silicon Solar, at its discretion, may choose to not attempt repair and may offer a new or reconditioned product in its place (at its current cost). If this happens you will be notified before hand and the old product along with the new will be shipped.
• In the event a product is claimed to be defective and, when returned, is found to be non-defective after our technical evaluation, an evaluation fee shall be applied. This evaluation fee is equal to 5%, rounded up to the nearest dollar, of the products original purchase price. Shipping cost shall also be applied. Products with these fees will not leave our warehouse until payment is made.

Refund/In Store Credit

• A refund can only be issued for an RMA that is requested within 18 days from receipt of item
• An in-store credit will be issued for an RMA that is requested within 30 days from receipt of item
• Silicon Solar is not responsible for any labor charges, loss of time or damage to personal items of the customer, or owner of the merchandise, under any condition.

Warranties
Warranties are listed on the product page for each item. If a warranty is not listed on the product page that product includes a 30 day warranty except for discontinued or clearanced items. Some of our products contain specific warranties for individual components of the product or “kit” as a whole. In this instance, only warranties to individual components shall apply.

• Silicon Solar warrants that their solar products are free from defects in materials and workmanship that impact performance for the time period specified by the warranty type. Silicon Solar's sole obligation and liability for products failing to comply with their warranty shall be, at Silicon Solar's choice, either to repair the products or replace the defective product with a new or remanufactured equivalent at no charge, provided that the warranty procedures have been followed. If a product is covered by a manufacturers warranty and is believed to be defective, contact Silicon Solar on instructions to return the product to the original manufacturer.
• The Warranty offered by Silicon Solar Inc applies only to the solar products sold by Silicon Solar. The Warranty does not apply to any device in which the solar product has been connected. Please be sure to check you device prior to connecting any solar product for power requirements.
• Silicon Solar Inc makes no claims that any of our USB charging devices are compatible with ALL USB devices. Our Chargers are built to fit the USB 2.0 specification and will work with USB devices also adhering to the published specification. Important - NOT ALL USB DEVICES ADHERE TO THESE SPECIFICATIONS
• Items that do not include a warranty are batteries, and educational kits.
• Warranties are valid only if the products have been assembled and installed per Silicon Solar Inc’s instructions provided with each product and if the products have been properly maintained and inspected on a regular basis. Warranties do not cover claims for items that have been subject to misuse, neglect, accident, or vandalism or that have been modified, altered, or repaired by anyone other than Silicon Solar Inc, it’s authorized representatives, or others designated by Silicon Solar Inc to modify, alter or repair the product.
• Warranties do not cover cosmetic issues, nor do they cover claims due to natural tendencies of solar products and components (ex. dead batteries caused from natural use or improper positioning of the solar panels). Warranties are exclusive and are in lieu of all other warranties, whether express or implied, including, but not limited to, any warranty of merchantability or fitness. In addition, no other warranty, oral, written, or implied, may be substituted for the warranty limitations stated above. To the extent permitted by law, Silicon Solar Inc shall not be liable for any incidental or consequential damages.
• Warranties are non-transferable. As such, only the original purchaser may use a warranty.
• Products returned under warranty are subject to all terms and conditions stated within the return policy unless stated otherwise under the warranty types description (ex. discontinued warranty)
  

Gift Exchanges and Returns
Occasionally you will want to return an item you received as a gift. To return a gift, follow steps 1 - 4 in Return Process below. When you contact customer service, please be ready to provide either the invoice number of the original order or the full name of the person who placed the order. If an exchange is desired, you are responsible for any balance higher than the amount of the item being returned. Additionally, it will be your responsibility to pay return shipping costs.

International Returns
At this time we do not accept returns on international orders. We apologize for any inconvenience this may cause.

International Shipments
We ship internationally, to most destinations. When you are provided with shipping charges for your order, please bear in mind that this is for the transportation only! This does not include any duties, taxes or brokerage fees. In most cases, duties and taxes will be due upon delivery, and must be paid to the carrier in order to receive your product. If you refuse the delivery or the shipment is not accepted, you will be charged for transportation charges both to you and returning to us.

Damaged/Lost Packages

• If you receive a damaged package, you must notify us within 48 hours from the package’s delivery. Call 800-786-0329 to speak with a CSR and provide all pertinent information. We will file a claim with our carrier on your behalf. Once a claim is filed, our carrier is in charge of the claim until it is settled. As we receive information regarding the claim, we will pass it along to you. We do not ship replacement merchandise nor issue refunds until the claim is settled.
• Occasionally, packages may be lost by the carrier. You may track the package online to view its progress using the tracking number provided in your email at the time of shipment. If you believe your package has been lost, immediately call us so we can file a claim with the carrier. The carrier will then place a tracer on the package for a period of 10 days. After the 10 days the carrier will issue a lost package reimbursement claim for the package. This process can take up to an additional 10 days. Unfortunately we cannot ship replacement merchandise nor issue refunds until the claim is settled.
• Silicon Solar cannot be responsible for the delivery practice of the carrier in the event the package is left for you in any location on your property where the package can be stolen, lost, or damaged. Once the package leaves our facility, sole responsibility of delivery is carried over to the carrier.  In the event this occurs call us immediately and we will assist you in placing a claim with the carrier. Once the claim process is complete, we will take the appropriate action in accordance to the results from the claim process.

Cancellation Request
All orders may be canceled prior to shipping by calling 800-786-0329 and speaking with a CSR. If your package has not left the warehouse, we will cancel the order and email a confirmation invoice with “Canceled” as the status. If the package has already left our warehouse, you can refuse the package upon delivery. Do not open the package or the carrier may refuse to return to sender. If you were not available at the time of delivery and the package was left for you, you can take the unopened package to the local carrier and inform them you refuse the package.

• Note: Cancellation requests made after the package has left our warehouse are still subject to shipping charges. We will calculate the appropriate refund to be given.

Cancellation Request for Solar Training Seminars
A full refund will be issued for seminar cancellations that occur prior to 14 days before the date of the seminar. After 14 days, a refund will not be issued, but the payment will be applied to attendance at an upcoming seminar.

Cancellation Request for Custom Production or Specific Order Production
Any orders which require their own production run can only be canceled 2 business days prior to production. Once production begins the order cannot be canceled and the products cannot be returned for refund, in store credit, or exchange. Only products that have been found defective can be returned for repair/replacement under our repair/replacement standards.

Duplicate Shipments
If you receive a duplicate shipment, DO NOT OPEN the package. Please refuse the package when it is delivered or drop the package off at your nearest carrier, informing them you are refusing it. Opening the package will make you responsible for return shipping.

Return Process

1. Call 800-786-0329 to speak with a Customer Service Representative or you may email us at support@siliconsolar.com. If a return is determined to be necessary, the CSR will provide you with an RMA number.
2. Ship the product to us using the same material, if possible. Be certain the merchandise is packaged securely to avoid damage during transit. We are not responsible for damage caused during shipping due to lack of proper packing on the customer’s behalf.
3. Very clearly and legibly write the RMA on the outside of the box, preferably on two or three sides. We suggest using a thick marker that is easy to read on cardboard.
4. Ship the box using a traceable and insurable carrier. We are not responsible for packages lost during shipment back to us. As previously stated, we do not pay, nor reimburse, for return shipping unless otherwise stated.
   1. You will have 15 days to return the product from the date we issue the RMA. Packages received after 15 days will be rejected and returned to you at your expense. After 15 days, the RMA expires, and no refunds, in-store credits, or repairs will be authorized.
   2.  In the event a package becomes damaged in transit to our warehouse, we will notify you. It will be your responsibility to contact the carrier, file a claim, and keep us informed about the progress of the claim. During the claim process, we will hold the package for 30 days. If we do not receive notification from you regarding the damaged package or claim process within the 30 day time frame, you forfeit all ownership of the product. In this instance, any refund, in-store credit, or repair will be null and void.
5. After the package is inspected by our staff and found to be in suitable condition, a refund or in-store credit will be issued, if eligible, or our technicians will repair/replace the product according to the eligibility and availability outlined within the return/warranty policy.

Returned packages should be addressed as follows:
RMA # (your number here), Invoice #(your number here)
Silicon Solar – Returns Department
2917 State Hwy 7
Bainbridge, NY 13733

Exchange Process
There are two options available for exchanges.

• After following steps 1 – 4 above, a new order can be placed over the phone and paid for by you using your preferred payment method. After our warehouse receives the return merchandise and inspects it, a refund or in-store credit will be issued according to the standards outlined in this return policy.

Or,

• After following steps 1 – 5 and after a refund or in-store credit has been issued, you can place a new order via our website or by calling 800-786-0329 to speak with a CSR.

Receiving and Calculating Refunds
It can take up to 25 business days for refunds to be processed. A breakdown of the process is below:

• 3-7 days for us to receive the package from the carrier
• 2-5 days for our warehouse to process your RMA
• 1-3 days for our accounting department to process the refund
• 7-10 days for your bank to process the refund

Discretion of Silicon Solar
Silicon Solar reserves the right at any time to refuse a return. If a return is refused, we will notify you as to the reason why. Furthermore, we retain the right to change and alter the return policy as we deem necessary.

Holiday Returns:
For the winter holidays, our return policy is as follows. This policy applies to items purchased from Black Friday to January 10th.

• Items returned by original purchaser: Returns accepted for exchange, store credit, or refund up to January 10th.
• Items returned by someone who has received them as a gift: Returns accepted for exchange or store credit up to January 10th.

Acceptance of Return Policy - By placing an order with us you are bound by the terms and conditions set forth within this return policy.

A copy of this return policy can be downloaded here for your reference.