Refund policy

Policy Description

This policy applies to the company's full range of solar carport brackets and supporting solar panels, inverters, and cables. All cross-border transactions shall be implemented in accordance with these terms; any unforeseen matters shall be negotiated in a friendly manner between the buyer and the seller, subject to the official written after-sales communication records.

I. Order Production Schedule Description

1. Solar carport brackets are heavy steel structure building materials, and solar panels, inverters, and cables are standard/customized photovoltaic supporting products; within 24 hours after the order is paid and placed, the factory will immediately start raw material cutting, processing, production and supporting product preparation.

2. After the order enters the production/preparation process, except for original factory quality problems of the products, returns and refunds are not supported for personal or subjective reasons; the order will be locked for production/preparation 24 hours after placing the order, and unconditionally canceling the order or returning the order due to personal will will not be accepted.

3. For customized, non-standard brackets and customized specifications of solar panels, cables, and inverters, production will be locked upon order placement, and there is no right to cancel, return, or exchange.

II. Exchange Terms

Exchange can only be applied for by the buyer if the order has not been shipped from the factory to the port (no sea freight arranged, no departure from the country). The specific rules are as follows:

1. Scope of Exchange Application

- Brackets: Only exchanges of the same series and specifications are supported; customized and non-standard models are not eligible for exchange;

- Solar panels/inverters/cables: Only exchanges of the same model, specification and power are supported; customized power/length/interface models are not eligible for exchange.

2. Preconditions for Exchange

The order has not been shipped to the port or departed; all goods are uninstalled, unassembled, undamaged, unpowered, and uncut, which will not affect secondary sales or re-adjustment by the factory.

3. Fee Description

To apply for an exchange, an additional 10% exchange service fee based on the total amount of the original order is required, which is used to offset the costs of raw material reprocessing, production/preparation adjustment, labor, and inventory loss. This fee is non-reducible.

4. Price Difference Handling

If the price of the exchanged goods is inconsistent with the original goods, the price difference shall be settled according to the actual value of the goods: if the price of the exchanged goods is higher than the original goods, the buyer shall make up the difference; if the price of the exchanged goods is lower than the original goods, we will refund the difference. Regardless of whether the price difference is positive or negative, the 10% exchange service fee must be paid normally and will not be reduced or exempted due to adjustments to the price difference.

5. Exchange Process

The buyer submits an exchange application through the official after-sales email within 3 days of receiving the product → indicates the order number, exchange reason, and requirements → we review and confirm that the order has not been shipped to the port → notify the buyer to pay the 10% service fee and make up the corresponding price difference (if any)/confirm the difference refund matters (if any) → adjust production/preparation after the fee is received (or the difference refund plan is confirmed) → the exchange cycle is extended by the original production cycle.

6. Notes

Exchange only supports adjustments of the same category and specification; cross-category adjustments or changes to size, power, or length are not supported; no exchange application will be accepted after the order has been shipped to the port or departed.

III. General Return Rules

(I) Return Shipping and Import Fees

All products are transported by cross-border sea freight. For orders eligible for return, all return-related costs shall be borne by the buyer, including:

- International return sea freight

- Various taxes and fees such as return import customs duties, customs declaration fees, and customs inspection fees

The above comprehensive logistics and customs clearance costs are uniformly calculated as 30% of the total amount of the original order, and the buyer does not need to pay separately.

(II) Inventory Reset and Deduction Rules

After we receive and inspect all returned goods and confirm they are qualified, we will deduct a 30% comprehensive fee from the total amount of the original order to offset the full-process costs of return shipping, customs duties, warehousing and sorting, and inventory reset, and refund the remaining amount.

- Deduction Example: If the total order amount is 10,000 US dollars, 3,000 US dollars will be deducted, and 7,000 US dollars will be refunded.

(III) Hard Preconditions for Return

All goods applying for return must meet the following conditions simultaneously:

1. The original factory packaging of the product is intact, without damage, unpacking, or extrusion marks;

2. Brackets are uninstalled, unassembled, unpunched, and unconstructed; solar panels are undamaged, scratch-free, and unwired; inverters are unpowered and uninstalled; cables are uncut and unused;

3. All products are free from man-made damage, rust, and deformation, and remain in the original factory-new state;

4. The main products, accessories, instructions and packaging are complete, which will not affect secondary sales;

5. The buyer shall contact sea freight logistics to send back the goods independently, provide a trackable logistics order number, and only sea freight return is accepted; air freight or international courier is not accepted;

6. The order has not been shipped to the port, is within the scope of return acceptance, and is not a non-quality problem order that has been put into production or prepared after 24 hours.

(IV) Return Process

1. The buyer submits an application through the official after-sales email, providing the order number, return reason, and goods list;

2. We complete the review within 3-5 working days and issue a Return Merchandise Authorization (RMA) number;

3. The buyer sends back the goods according to the authorization requirements and synchronizes the trackable logistics order number;

4. Our warehouse receives and verifies the goods, with an inspection cycle of 5-10 working days;

5. After verification is qualified, a 30% comprehensive fee is deducted, and the remaining amount is refunded.

IV. Refund Rules (Full Version)

This policy clarifies all refund scenarios, time limits, and channels, covering three types of refunds: order cancellation, quality problems, and qualified returns:

1. Order Cancellation Refund

For orders cancelled within 24 hours of placement and not put into production or prepared, after the application is approved, a full refund will be made and returned to the original account within 7-14 working days.

2. Quality Problem Refund

For after-sales issues caused by original factory quality defects or transportation damage, after the review is approved, a full refund will be made without any deductions, and returned to the original account within 7-14 working days.

3. Qualified Return Refund

For orders that meet the return conditions and pass verification, after deducting a 30% comprehensive fee, the remaining payment will be refunded and returned to the original account within 7-14 working days.

4. General Refund Requirements

All refunds will be returned to the original payment account; changing the refund path is not supported; the refund time limit is calculated from the date when the after-sales approval is passed and the goods are verified as qualified.

V. Handling of Transportation Damage and Original Factory Quality Defects

1. If the goods are damaged due to logistics and transportation, or have original factory quality problems, the buyer must contact the official after-sales service within 7 days of receipt and provide clear photos and video evidence of the damage.

2. This type of situation is not restricted by the production schedule or port shipment status. We will bear all relevant costs, provide free replacement of new goods, or handle a full refund, without any deductions or miscellaneous fees.

3. Quality judgment of supporting products: Solar panels shall be free of hidden cracks and power attenuation; inverters shall be free of functional failures; cables shall be free of damage and material defects, subject to the original factory inspection standards.

VI. Goods Not Eligible for Return or Exchange

The following goods and situations are not eligible for return, exchange, or order cancellation:

1. Applying for return or exchange for non-product quality reasons after the order has been put into production or prepared 24 hours after placement;

2. Products that have been installed, assembled, constructed, powered on, cut, or used;

3. Goods damaged, deformed, rusted, or malfunctioning due to improper storage, use, or maintenance by the buyer;

4. Brackets, solar panels, inverters, and cables with customized dimensions, power, or specifications;

5. Goods sent back without applying for RMA authorization;

6. Goods damaged or missing accessories during return transportation;

7. Applying for return or exchange after the order has been shipped to the port or departed from the country;

8. Goods for which quality problems or transportation damage are not reported within 7 days of receipt.

Frequently Asked Questions (FAQ) about Return, Exchange and Refund

1. Can I cancel the order and get a full refund within 24 hours of placing it?

Yes. Orders that are cancelled within 24 hours of placement and have not entered the production/preparation process can be applied for cancellation, and a full refund will be made after approval.

2. Does the 30% deducted fee for return include all costs?

Yes. The 30% fee covers all costs including return sea freight, customs duties, warehousing and inventory reset, with no additional charges.

3. Can solar panels, inverters, and cables be returned or exchanged separately?

Only non-customized products with unshipped orders can be exchanged separately with the same specifications; returns require the entire order to meet the conditions, and separate return of supporting products will not be accepted.

4. Can customized supporting products be returned or exchanged?

No. All customized brackets, solar panels, inverters and cables are not eligible for exchange, return or order cancellation.

5. What happens if I send back the goods without RMA authorization?

The warehouse will directly refuse to accept them. The round-trip shipping fees, port detention fees, and customs fines shall be borne by the buyer, and no refund will be given.

6. Can I use air freight for return?

No. Only sea freight return is accepted for all products; goods sent back by air freight or international courier will not be signed for.

7. Can I apply for return after exchange?

Yes. If the exchanged goods still meet the return conditions (unshipped, unused), returns can be handled according to the rules, with only a 30% comprehensive fee deducted, and no additional exchange service fee will be charged.

8. How long does it take for a quality problem refund to arrive?

After the review is approved and the evidence is correct, the refund will be returned to the original account within 7-14 working days without any deductions.

9. What happens if the returned goods fail the verification?

We will directly refuse to accept and return the goods. The return transportation risks and costs shall be borne by the buyer, and no refund will be given.

10. Can I change the receiving account for the refund?

No. All refunds will be returned to the original payment account; changing the receiving account is not supported.