Refund Policy

Return and Refund Policy

Effective Date:

August 28, 2020

Thank you for choosing Countryside Solar Inc. We stand behind the quality of our renewable energy equipment. If you are not completely satisfied with your purchase, we are here to help you resolve the issue.

1. Return Eligibility Criteria

To qualify for a standard return and refund, your items must meet the following conditions:

Timeframe: Items must be returned within 30 days of the original delivery date.
Condition: Products must be unused, uninstalled, and in the exact condition you received them.
Packaging: All items must be in their original, unopened packaging with all factory seals intact.
Inclusions: All original manuals, mounting hardware, brackets, and documentation must be present in the box.
Proof of Purchase: A valid receipt, invoice, or online order confirmation number is required.

2. Non-Returnable & Excluded Items

The following items do not qualify for returns, credits, or refunds:

Installed Equipment: Any solar panels, inverters, batteries, or racking components that have been physically mounted, wired, or energized.
Custom Orders: Custom-engineered systems, bespoke cable cuts, or specialized off-grid configurations built to client specifications.
Sale Items: Products explicitly marked as "Final Sale", "As-Is", or "Clearance".
Services: Professional site assessments, engineering fees, permit costs, and labor charges for installation.

3. Step-by-Step Return Process

To ensure your return is processed efficiently, please follow these instructions:

Request an RMA: Contact our support team to request a Return Merchandise Authorization (RMA) number.
Pack Securely: Safely pack the items in their original shipping container to avoid damage during transit.
Label the Box: Clearly write your assigned RMA number on the outside of the shipping package. Do not write directly on the manufacturer product packaging.
Ship the Item: Mail the return package to the designated fulfillment warehouse address provided by our support team.

4. Shipping Costs and Liability

Customer Responsibility: The customer is responsible for paying all return shipping costs.
Tracking Required: We highly recommend using a trackable shipping service (such as UPS, FedEx, or DHL).
Shipping Insurance: We advise purchasing shipping insurance for high-value items. Countryside Solar Inc. is not liable for items lost or damaged during return transit.
Original Shipping Fees: Original shipping fees paid at checkout are non-refundable.

5. Restocking Fees

Standard Fee: A 15% restocking fee applies to all eligible equipment returns.
Deduction: This fee is automatically deducted from your final refund amount.
Reasoning: Solar equipment requires comprehensive manual inspection, testing, and re-certification before it can safely return to warehouse inventory.

6. Inspection, Approvals, and Refunds

Inspection Window: Once received, our warehouse engineering team will inspect the item within 5 business days.
Notification: We will send you an email confirming receipt and notifying you if the refund is approved or rejected based on condition.
Payment Credit: Approved refunds are issued directly to your original payment method.
Processing Delay: Please allow 7 to 10 business days for the credit to officially reflect on your bank or credit card statement.

7. Damaged, Defective, or Incorrect Deliveries

Transit Damage: Inspect your shipment immediately upon arrival. You must report shipping damages or shortages to us within 48 hours of delivery.
Defective Products: If an item is found to be defective post-installation, it is covered under the manufacturer's warranty. Countryside Solar Inc. will assist you in processing a factory warranty claim for a repair or replacement.

Contact Customer Support

If you have questions about our policies or need to start an RMA request, please contact our service team:

Email: allen@countrysolar.ca
Phone: 519-353-8813
Mailing Address: Countryside Solar Inc., Attention: Returns Dept., 328139 3rd Concession, Maxwell, Ontario, N0C 1J0