At Raysolar.ca, we we want to ensure your best satisfaction on your purchase.
Upon dissatisfaction with your purchase, the item may be returned within 30 days of delivery of your order.
Any merchandise returned must be: unused, in original factory packaging, and in new re-sellable condition. Any used or installed products are non-returnable. All installation, delivery and shipping fees are non-refundable. Returns must comply with our return policy with a submission of our Return Merchandise Authorization (RMA) form. Any cancellations on orders must be requested before delivery of shipment; in special cases, order cancellations must be requested before the manufacturing process. Please be advised that shipping fees are non-refundable on order returns originated from the errors caused by the manufacturer.
Please note that Oversize products requiring LTL / truck-load shipping are non-refundable
Raysolar.ca understands that returns and exchanges can be frustrating; that’s why we’ve made it our goal to minimize the hassle for our customers. If you’re unhappy with any item you’ve purchased, or if there has been an error with your order (and it meets the Return Requirements below), it can be returned at any given time within 30 days of the delivery date.
To make the return process as simple as possible, please do the following:
To request a Return Merchandise Authorization (RMA), please contact our Customer Service Representative at 1-807-548-7297.
RETURN REQUIREMENTS
We will not be accepting any items that have been USED or INSTALLED
Make sure the product is in its ORIGINAL condition and returned in its ORIGINAL packaging.
Ensure the product is returned with all accessories, instructions/paperwork, parts and packaging material that it was sent with.
Please be aware that refunds and exchanges will ONLY be processed after the packages are received and inspected. Raysolar.ca will not compensate for damages incurred during the product’s installation or use or reimburse any labour or installation fees under any circumstances.
For a faster exchange process, Raysolar.ca recommends customers re-order the correct item from our site. Once the RMA is received and approved, we will issue a refund back to your account.
Please allow 3-5 business days for the refund transaction to be completed and an additional 5-7 days for the refund to show up on your statement (times may vary depending on the financial institution).
NON-RETURNABLE PRODUCTS
Some products, including (but not limited to) In the case of manufacturer defect or Raysolar.ca error, these items may be returned for credit. Please review the list of non-returnable product below:
- All breakers and fuses
- Batteries
- Custom cables length
- Special orders ( Once you have proceeded with the order it can’t be cancelled, exchanged and refunded)
- Clearance or used products
- Custom built/made to order products
- Oversize products requiring LTL / Truck-Load shipping.
RETURNING DISCOUNTED PRODUCTS
Discount not applicable with returned merchandise; total discount will be deducted from the value of any returned item to which discount applied. We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of a discount. Other conditions may apply.
SHIPPING DAMAGES
Always try to inspect the package(s) upon arrival. Any shipping damages should be noted and reported to Raysolar.ca within 5 business days in order to file a claim with the courier.
Should your order arrive with damages, you may refuse shipment. If this occurs, please contact one of Customer Service Representative immediately and we will make arrangements to ship out a replacement product as soon as possible.
Should you discover the product is damaged AFTER opening the package, please contact our customer service representative. We will provide a replacement as soon as possible. We kindly request customers repackage all items and accessories back into the original box to be shipped backed on our courier account.
To ensure you receive your replacement product in a timely fashion, we ask that customers provide image(s)** of the damaged box or items.
ORDER LOST IN TRANSIT
If for some reason you do not receive your purchase and an order tracking number was provided, please notify us immediately. We will work with the courier to locate the package and get it to you as soon as possible. In most cases the courier will be able to locate the package and will have it delivered within 1 or 2 business days – however, if the courier confirms the package is lost in transit, we will make the arrangements to ship a replacement.
WARRANTY
Every product we sell is backed by a manufacturer’s warranty. Each warranty has particular guidelines and terms unique to the manufacturer. The warranty for each product is specific to the manufacturer’s policy, which is generally repair or replacement. Raysolar.ca will not compensate for damages incurred during the product’s installation or use or reimburse any labour or installation fees under any circumstances.
Customers requesting warranty information can contact our Customer Service Representative at 1-807-548-7297. We may either file a warranty claim on your behalf or assist in obtaining the contact information for the manufacturer, so that you may communicate with them directly.
Note: Contacting the manufacturer directly can expedite the return process as they may make arrangements to have replacement(s) delivered to you directly. Should you request for Raysolar.ca to take action on your behalf the process may take a little longer.
When making a warranty claim through Raysolar.ca please be advised that any and all freight charges are the responsibility of the consumer, and not the responsibility of Raysolar.ca.
Please be aware that items returned either as a warranty claim or as a result of becoming defective during use AND the item is eligible for return under warranty, Raysolar.ca will assist in sending a reques to the manufacturer on your behalf. Refunds are not allowed on warranty claims as the manufacturer’s warranty stipulates the right to repair or replace defective items.
**For any defective items, shipping damages, or warranty requests, images and details are required.
ORDER ERRORS
We kindly ask that you provide a picture of the incorrect product when requesting an RMA. This will ensure full refund or the proper exchange should any questions or issues arise.
If an error occurs where the item was not the correct part (as per order), or what you received is not the right make/model/year application, or is defective, please contact our Customer Care Specialists immediately. We will review the details and provide you with the next appropriate steps.
If Raysolar.ca is not at fault for the error, any shipping costs will be the responsibility of the customer. If the error is made by the shipper/manufacturer, please contact our Customer Service Representative.
Any shipping costs incurred for returning an incorrect order will be the responsibility of the customer, unless the incorrect order is due to an error made by Raysolar.ca.
For your convenience, Raysolar.ca offers discounted return shipping labels. Should you choose this option, the cost of the label will be deducted from the refund amount. Please contact Raysolar.ca and speak to one of our Customer Service Representative for details.
LOCAL RETURN DROP OFF
Raysolar.ca offers a local return drop off option. Customers inquiring about this option can contact our Customer Service Representative, and if desired, Raysolar.ca will make the arrangements for the local drop off. Please allow 2-3 business days for the request to be processed.
Notes: A copy of your invoice and photo ID must be provided at the time of the local return drop off.