Return Conditions

Returns are accepted on a case-by-case basis. To start the returns process, you will need to contact Solar Sovereign at [email protected] Please let the team know what your issue is in as much detail as possible. Provide images and video to help our team provide you a solution as quickly as possible. Once received we will begin working on building out the details of your request! If you have received the wrong item and need an exchange, please contact customer service at: [email protected]

If you need to exchange your product, you may do so. You, as the customer, are responsible for any shipping costs throughout any returns and exchange processes. 

Not all orders are available for return once they have shipped. We order some of our products directly from the manufacturer. Therefore, if the manufacturer will not permit us to return a product, we cannot offer you a return. This often varies on a case-by-case basis; please reach out to us if you would like specific information on your brand and/or product. 

Due to drastically increasing LTL/freight shipping costs, any outright returns will incur 25% cancellation fee + return shipping costs. If you are replacing the product with something else, we may be able to help you cover some of the costs depending on the product. 

New and Unused Product

• Must have all accessories, box and checklist
• Subject up to a 25% restocking fee
• Customers will be provided with an RMA label, shipping cost will be taken from total refund

Returns on Used and Installed Product

All requests for return on Used and Installed Products begin with technical support troubleshooting. This process must be completed before an RMA is approved. Please contact our technical support team at: [email protected] to begin a technical support ticket for your return. The unit must be fully functioning and have all original accessories and packaging. The unit will be subject to further inspection to ensure working and in a resalable condition.

• Subject up to a 40% restocking fee
• Must have all accessories, box and checklist
• Customers will be provided with an RMA label, shipping cost will be taken from total refund

All returns may be subject to a restocking fee of up to 25% of the original invoice.

You can always contact us for any return questions at [email protected]

International Returns

Any customer that lives outside of the continental US is considered international at this time. This includes Alaska, Hawaii, and US Territories. Returns for these customers will be slightly more difficult for larger items and may require special handling. Unfortunately, Solar Sovereign will not be responsible for any additional charges for these special circumstances. If it is deemed that a product is DOA, defective from the manufacturer, or mishandled by Solar Sovereign, Solar Sovereign will work with the customer on making the situation right. Parcel items that can be returned via USPS, UPS, or FedEx ground will be easiest to handle. Larger and heavier items that will need to be returned via freight may only be returned through FedEx freight at this time. Solar Sovereign is not responsible for any brokerage fees, customs, and duties on any orders, including replacement and warranty orders. Please note, that items sent back without an RMA acceptance status will not be accepted.

RMA Process 

In the case that you experience an issue with the functionality of your product, Solar Sovereign offers in-house technical support. Solar Sovereign's Tech Support team will troubleshoot with you to diagnosis remotely via phone, email, or even video if needed.

To begin the process of triage, please call at (469) 206-8743 or send an email to [email protected]

You will begin with a general information gathering session with our Tier 1 support. A support ticket will be created on your behalf compiling all details. Our Tier 2 and 3 teams will deep dive for the root cause. Additional information from you may be required, such as, system setup images, voltage readings, alarm codes, notes, documents, videos, etc. If a resolution is not achieved a further escalation to our Bench Technicians will occur. After presenting all documentation and the symptom persists, an RMA will be accepted for return to Solar Sovereign

RMA Department will send you a return shipping label as well as instructions on how and where to send your return. Please note, that items sent back without an RMA acceptance status will not be accepted. Once your return has been received, testing by our Tech Bench Team will commence. After the root cause is defined, our RMA Team will reach back out to you with those results and the next steps for your resolution.

If you have any questions regarding the process or concerns regarding your specific situation, feel free to reach out via phone (469) 206-8743 or email, [email protected]

Warranty

Solar Sovereign does not hold any warranties, All warranties are manufacturer warranties, please refer to the individual product page to learn about the products warranty.

The equipment sold by Solar Sovereign is designed by the manufacturer to be installed ONLY by licensed, trained, and insured solar electrical installation professionals. We strongly advise the customer to seek the assistance of such a professional to exclusively perform the implementation of any of these products, and we make no warranty of the purchaser’s safety, the success of equipment implementation, or compliance with local codes and regulations. Solar Sovereign disclaims all warranties, expressed or implied, including but not limited to, any implied warranty with respect to the accuracy or completeness of the information they disseminate and /or fitness of the materials sold for a particular purpose. Some of the USED or grade B titled equipment sold may not include a manufacturer’s warranty. No warranty may be created or extended by sales or promotional materials on these items.

If you experience a defective unit, please reach out to Solar Sovereign's support team for assistance in reaching out to the manufacturer.

Warranty claims may be denied for the following reasons:

• Damages incurred during installation or removal
• Damages caused during mishandling of product, Inappropriate Environmental Exposure
• Damages caused by improper maintenance
• Tampering, Altering, and/or Disassembly of product
• Using product in applications other than which it was intended for by manufacturer
• Lightning, Fire, Flood, or Acts of God
• Any product whose serial number has been altered, defaced, or removed

Refused Shipments 

If you receive damaged goods, it is always best to take possession of delivery vs. refusing and having it shipped back to us. This could cause MORE damage to items as well as taking a risk that the product may or may not be in stock to replace your refused shipment at time of delivery/refusal. Refused shipments are subject to a restocking fee of up to 40%. Shipping may not be eligible for refund on refused shipments. If at any point during the receival of your delivery you have a question or a concern, do not hesitate to reach out to our customer support team! (469) 206-8743
[email protected]

Technical Support

If you have purchased a product from Solar Sovereign one of our customer care features is USA Based, In-House Technical Support. At any point after your purchase you find yourself encountering a technical issue, please reach out to Solar Sovereign with your order number ready.

To receive the quickest and most successful troubleshooting, we suggest sending an email including:

• A detailed synopsis of the issue,
• Images of the problem during it's occurrence,
• Specifics to your PV System,

Be Sure to Include Images of:

• Wide shot of overall system installation
• Main Panel and Sub panels
• How AC input and output are connected to inverter
• How PV is connected to inverter
• Picture of White information Panel showing the Serial number & MPN
• How Batteries are connected to inverter
• Please take pictures of voltmeter readings from terminals on inverter (and what terminals you are testing):

Send your email to

[email protected] and one of our representatives will reach out!

Cancellations & Refunds:

At Solar Sovereign we pride ourselves on having the best return policies in the industry. Cancel your order any time before it ships completely free of charge (exceptions apply such as custom orders, see below). 

If you have questions, please send an email to [email protected] or call us at (469) 206-8743

Cancellations (Before Order Ships)

If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach agents during business hours at (469) 206-8743 the chat in the bottom right, or email [email protected] any time. 

Cancellations of Custom Orders

Custom or made to order products cannot be canceled or refunded as these products are put into production specifically for your order. 

These units are custom made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us. 

All sales are final for Custom made and Made-to-order products.

Shipping Times

We promise to do our best to get your order to you as soon as possible.  We provide estimated shipping times on the product pages based upon what our suppliers and freight companies tell us, and those estimated shipping times may change or vary without notice (Due to supply chain issues, the steel mills behind on making metal, the manufacturers delayed because of the mills, the overwhelmingly demand on shipping, factory/warehouse and dock workers and so on). 

Order delays have proven to be unavoidable and outside of Solar Sovereign's control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.

Please Read the Following

When you are making a purchase from Solar Sovereign, you are acknowledging the following of the Exchange Agreement:

• I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage and provide it to Solar Sovereign within 24 hours of the product being delivered.
• I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange. 
• I understand that products need to be returned unopened and unused.  An additional restocking fee may occur.
• I understand that if my order has left the warehouse, that I am unable to receive a full refund. 
• I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product, but are usually around 20%. 
• I understand that shipping date estimates outlined on product pages are estimates and may change due to factors completely outside the control of Solar Sovereign.
• I understand and agree that I will not cancel my order or file a chargeback for an order delay or because an estimated time provided to me turned out to be incorrect due to factors outside the control of Solar Sovereign (such as manufacturing and logistical constraints of our partner companies).

Damages

Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery.  If your item(s) do arrived damaged please send photos of damage, box and SKU, along with a brief description of the damage to [email] and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures, or visible signs of exterior damage must be reported within 24 hours. 

Chargebacks

Our team of agents are here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry.  We are on your team. We are immediately responsive, and will do all that we can to help you out and provide the best resolution.

Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together.  Thank you for shopping with us!

Contact [email protected] for any questions.

BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.