Home › Returns & Refunds

Returns & Refunds Policy

We stand behind every product we sell. If something isn't right, we'll work with you to make it right. Please read our policy carefully before requesting a return.

Submit a Support Ticket Contact Us
Damaged on Arrival? Read This First
Inspect before you sign. A damage claim has a 48-hour window.
Solar panels: inspect and sign at delivery
Solar panels ship by freight and require a signature. Glass damage is often invisible once the pallet is unwrapped, so inspect every panel before you sign and write any damage on the waybill or delivery receipt before the driver leaves. Panels signed for as received in good condition, or reported after 48 hours, may not be covered — carriers routinely refuse those claims, and the manufacturer's warranty does not cover transit damage.
If something arrives damaged or defective
We will replace it or issue a full refund at no cost to you — no restocking fee, no return shipping charge. Please:
  1. Note it on the waybill at delivery — before the driver leaves, and before signing
  2. Take clear photos of the damage, the packaging and the pallet as it arrived
  3. Submit a support ticket or call (306) 620-2532 within 48 hours of delivery with your photos and order number
  4. Keep all original packaging — the carrier may need to inspect it, and discarding it can void the claim
  5. We arrange replacement shipping or your refund within 5–7 business days of approval
Report damage now Call (306) 620-2532
Before You Request a Return
Most issues can be resolved without a return. Please submit a support ticket or email support@neighborhoodsolarstore.ca first — we may be able to resolve your issue faster than a return shipment.
30-Day Return Window
We accept returns on most items within 30 days of delivery for a refund or exchange, provided the item is:
  • ✓ In original, unused condition with all original packaging
  • ✓ Not installed, wired, or powered on (for inverters and batteries)
  • ✓ Accompanied by proof of purchase (order number)
  • ✓ Returned with all accessories, cables, and documentation included in the original shipment
Return Shipping: Customers are responsible for return shipping costs unless the return is due to our error or a defective product. We strongly recommend using a tracked, insured shipping service. Neighborhood Solar Store is not responsible for items lost or damaged during return transit.
25% Restocking Fee
A 25% restocking fee applies to all eligible returns unless the return is due to a defective product or a warranty/replacement claim. The restocking fee is deducted from your refund at the time of processing.
✓ No restocking fee on defective, damaged on arrival, or warranty replacement items
✓ No restocking fee on items returned due to our shipping or fulfilment error
✗ 25% fee applies to all change-of-mind, over-order, or compatibility returns on eligible items
Example: A $1,200 inverter returned in original condition would receive a refund of $900 after the 25% ($300) restocking fee. Return shipping costs are also the customer's responsibility unless the return is warranty or error-based.
Non-Returnable Items
The following items cannot be returned unless they arrive defective or damaged:
  • ✗ Solar panels that have been installed, mounted, or wired
  • ✗ Inverters and batteries that have been powered on or connected
  • ✗ Custom or special-order products (custom system designs, non-standard sizes)
  • ✗ Clearance or final-sale items (marked as such at time of purchase)
  • ✗ Freight-shipped items where packaging has been altered or discarded
  • ✗ Items returned more than 30 days after delivery
Manufacturer Warranties
All products carry manufacturer warranties separate from our return policy. Warranty claims must be made directly with the manufacturer after the 30-day return window, or through us if we facilitated the purchase.
Solar Panels (LONGi)
25-year linear power output warranty · 12-year product warranty · Register at longi.com
Inverters (APsystems, Luxpower, Sol-Ark)
5–25 year warranty depending on model · Register on manufacturer portal · We assist with claims
Batteries (LFP)
5–10 year warranty · 6,000+ cycle life · Manufacturer handles warranty claims directly
Racking (Fast-Rack)
10-year structural warranty · CSA certified · Fast-Rack handles warranty claims
Refund Process & Timeline
1
Request
Submit a support ticket with order number and reason
2
Approval
We review and respond within 1–3 business days
3
Ship Back
Return item with RMA number provided by us
4
Refund
Refund issued within 5–7 business days of receiving item
Refund Method: Refunds are issued back to whatever payment method you originally used — credit card, PayPal, or otherwise. Processing time depends on your financial institution — typically 3–5 business days after we issue the refund.

Questions About a Return?

Contact us at support@neighborhoodsolarstore.ca or (306) 620-2532 and we'll help sort it out.

Submit a Ticket Contact Us