What is your return policy?

Return Policies:

Within 14 days (from date of shipment), an item may be returned for exchange (or for refund where permitted) subject to the item being in its new and unused condition and receipt of a return authorization (RA) number.

  • All returns must be pre-authorized (please call us for an RA number and return instructions).
  • We are unable to refund or exchange 'used' or 'installed' items.
  •  New and unused condition means the item must be 100% complete with all parts, instruction manuals and undamaged packaging (including any foam or cardboard inserts), exactly as originally supplied, so that it is fit for resale as a new item. If any component of the returned item is missing, or if the item has been used, SOLAscape may reject the entire return or impose additional charges for replacement of the missing component(s).

Important Return Deadlines:

  • Except for warranty claims, you have 14 days (from date of shipment) to successfully contact SOLAScape.com for an RA number. After this time you agree you have permanently accepted the item.
  • The returned item must be received by our facility within 12 days of your receipt of an RA number.
  • If your merchandise arrived damaged, before contacting SOLAscape, contact the carrier that delivered your package within 24 hours of receipt of the package.

Shipping and packing your return:

  • All returns must be shipped in a separate, appropriate shipping carton with suitable packing materials to avoid damage.
  • You must display a valid RA number clearly on the shipping carton. Without the RA on the outside of the shipping carton your return may not be processed and additional charges may apply. 
  • You are responsible for any loss or damage caused by your shipping carrier in returning your item to us and so we recommend you use shipping insurance and a trackable ship method.

Shipping Costs on Returned Items.

Shipping, insurance and handling costs are not refundable and SOLAscape.com does not arrange or pay for return shipping of any item being returned unless we have shipped you an item in error.

If your order has shipped under a free shipping offer, actual outbound shipping, handling and insurance charges incurred by SOLAscape will be deducted from your credit.

An  item shown at our web site identified in the specifications or elsewhere as "Clearance" or "Non-Returnable" or "Non-Refundable" cannot be returned for refund including (but not limited to) all Christmas light strings, light bulbs and batteries.

My order arrived damaged.

If your merchandise arrived damaged, before contacting SOLAscape,  call the carrier that delivered your package within 24 hours of receipt.

Wrong item shipped to you.

We'll pay the return shipping costs if the approved return is a result of our error (you received an incorrect or defective item, etc.)

 Incorrect item, address or shipping details entered  into our ordering system at the time of your order will not be considered an error by SOLAscape.com.

Warranty Returns.

For warranty repairs, a technician fee may apply for inspection, handling, return shipping of an item that is returned reported as 'faulty' but has no faults found.

If an item is found to be faulty within the warranty period, it will be repaired or replaced, at our discretion. New and unused returns that are approved to be refunded are subject to a 20% restocking fee. The restocking fee applies to shipments that have been refused, shipments that have not be delivered and orders that have been cancelled after being shipped.

When will my refund be credited to my card?

You should expect to receive your refund within about a month of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (5 to 10 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

SOLAscape.com reserves the right to refuse any non-compliant return and ship the item back to the customer (at the customer's expense) thereby refusing the repair, replacement, exchange or refund, where the customer has failed to comply with our Terms, Conditions and Policies.

International Returns

International Orders are not eligible for return due to the cost and restrictions involved with shipping overseas. In the event an item arrives that is defective it will be covered (repaired or replaced) according to the warranty policy.

Shipping costs to/from an international address are the responsibility of the customer regardless of the reason for the return.

Disposal.

If we advise you that you that your returned item was not approved for return, is missing parts or was , we will contact you for payment of additional return shipping and handling costs. You have the choice to have your item returned to you for a $20 fee.  Should you advise us you do not wish to incur such fees or have the item returned to you, it will be stored in our facility for 15 days and then disposed of on your behalf. You will not receive any refund or replacement for a disposed item.