Refund policy

Please contact Solar World Canada before returning, exchanging or cancelling any product or order. Returns sent without prior authorization may be refused.

Return Eligibility

To qualify for return consideration, the product must generally be:

  • Unused and uninstalled
  • Unconnected and unprogrammed
  • In resalable condition
  • Complete with its original packaging, manuals, accessories and components
  • Accompanied by proof of purchase
  • Returned only after receiving authorization from Solar World Canada

All returned products are subject to inspection before a refund or store credit is approved.

Returns Within 15 Days

Eligible products returned within 15 calendar days of delivery or pickup may qualify for a refund to the original payment method, less any applicable restocking, administrative, design, shipping, freight or other disclosed charges.

Returns Between 16 and 30 Days

Eligible products returned between 16 and 30 calendar days of delivery or pickup may qualify for store credit, less any applicable restocking, administrative, design, shipping or freight charges.

Returns After 30 Days

Returns are generally not accepted more than 30 calendar days after delivery or pickup unless the product is defective, covered by an applicable manufacturer warranty, incorrectly supplied by Solar World Canada, or the return is otherwise required by applicable law.

Restocking Fee

A 20% restocking fee may apply to approved returns, exchanges or cancellations.

The restocking fee may apply where products have been:

  • Ordered or allocated specifically for the customer
  • Removed from available inventory
  • Prepared, packaged or staged for pickup or shipment
  • Specially sourced from a supplier
  • Opened or returned with damaged or incomplete packaging
  • Returned for reasons unrelated to a product defect or an error by Solar World Canada

The fee may be reduced or waived at the discretion of Solar World Canada where appropriate or where required by law.

Administrative, Quotation and System-Design Fees

Reasonable administrative, consultation, quotation, system-design, engineering, permit-preparation, research, procurement or project-planning fees may apply where substantial work has already been completed for the customer.

These fees may apply to:

  • Detailed custom solar or electrical system designs
  • Equipment selection and compatibility research
  • Custom quotations or multiple quotation revisions
  • Site-specific layouts, drawings or calculations
  • Permit, utility or interconnection preparation
  • Special-order sourcing and supplier coordination
  • Project cancellation 

     may be subject to:

    • A 20% restocking fee
    • Supplier cancellation charges
    • Non-refundable special-order costs
    • Administrative or system-design fees
    • Shipping or freight expenses already incurred
    • Payment-processing costs where permitted by law

    Any remaining approved balance will be refunded after applicable fees and costs have been calculated.

    Special Orders and Custom Products

    Special-order, custom-sourced, custom-designed or custom-configured products may not be cancelled or returned after the order has been placed with the supplier or custom work has begun.

    Where a supplier accepts a cancellation or return, any supplier restocking fee, cancellation fee, freight charge or other unrecoverable cost may be deducted from the customer’s refund.

    Damaged Shipments

    Customers must inspect packages and freight when they arrive.

    Visible damage should be noted on the carrier’s delivery receipt before the shipment is accepted. Take clear photographs of:

    • The outer packaging
    • The damaged area
    • The complete product
    • The shipping label
    • The carrier’s delivery documents

    Damage must be reported to Solar World Canada within 48 hours of delivery.

    Do not discard the packaging until the damage claim has been reviewed or the carrier has completed any required inspection.

    Failure to document visible freight damage at delivery may affect the ability to submit a successful carrier claim.

    Defective Products and Manufacturer Warranties

    Products believed to be defective may be subject to inspection, testing and the manufacturer’s warranty procedure.

    A manufacturer may require troubleshooting, photographs, serial numbers, operating data, proof of installation or return of the product before approving repair or replacement.

    Warranty approval, repair, replacement and processing times are controlled by the applicable manufacturer and are not guaranteed by Solar World Canada.

    Labour, removal, reinstallation, travel, shipping and diagnostic expenses are not included unless specifically covered by the manufacturer or agreed to in writing.

    Refund Processing

    Approved refunds are issued only after the returned product has been received and inspected.

    Refunds will normally be returned to the original payment method. Bank and payment-provider processing times may vary.

    The refund amount may be reduced by any properly disclosed and applicable:

    • Restocking fee
    • Administrative or design fee
    • Supplier cancellation fee
    • Return shipping or freight cost
    • Original non-refundable shipping cost
    • Damage, missing-component or repackaging cost

    Solar World Canada will provide an explanation of any deductions applied to an approved refund.

    Exchanges

    Approved exchanges are subject to product availability.

    Any difference in price, tax, shipping, freight or associated fees must be paid before the replacement product is released or shipped.

    A 20% restocking fee and customer-paid return shipping may apply to exchanged products.

    Consumer Rights

    Nothing in this policy limits or removes any consumer right or remedy that cannot legally be excluded under applicable Canadian or Alberta law.

    Where this policy conflicts with a mandatory legal right, the applicable law will govern. Alberta states that consumers cannot waive their rights under the Consumer Protection Act and that unclear consumer contracts are interpreted in the consumer’s favour.  

    Requesting a Return

    To request authorization, contact:

    Solar World Canada
    Email: Goldenenergy@live.com
    Call or text: 587-332-2961

    Please provide:

    • Your full name
    • Order or invoice number
    • Product name
    • Date of purchase
    • Reason for the return
    • Photographs where damage or defects are involved

    Do not ship or deliver a return until Solar World Canada has provided return instructions.