Returns & Refunds Policy — Neighborhood Solar Store

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

Defective or Damaged Items

If your item arrived damaged or is defective, we will replace it or issue a full refund at no cost to you. Please:

Take clear photos of the damage or defect and the original packaging
Submit a support ticket within 7 days of delivery with your photos and order number
Do not discard original packaging — it may be needed for a carrier damage claim
We will arrange replacement shipping or issue your refund within 5–7 business days of approval

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

Request

Submit a support ticket with order number and reason

Approval

We review and respond within 1–3 business days

Ship Back

Return item with RMA number provided by us

Refund

Refund issued within 5–7 business days of receiving item

Refund Method: Refunds are issued to the original payment method (PayPal). Processing time depends on your financial institution — typically 3–5 business days after we issue the refund.

Questions About a Return?

Submit a Ticket Contact Us