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Return Policy

Many of the items you purchase from SolarTown.com can be returned for a refund (excluding shipping charges and a restocking fee) for up to 30 days after the date of shipment. All custom orders and other items indicated on the site are not returnable. A Return Authorization Number (RAN) must be obtained from Customer Service at 1-866-391-0432 for all returns or exchanges.

We will not accept any packages without a RAN. You must write the RAN on the outside of the package that you are sending back, or it will be refused. You are responsible for returning the product back within 15 days of receiving the RAN. On all returns, it may take up to 7 days from the date of receipt of the return shipment for us to process your refund. We will refund the money in the same way that you originally paid for the order (i.e., if you paid by credit card, you will receive a credit to that credit card).

Restocking fees range from 15% to 30% depending on the manufacturer. Most items from Fakro cannot be returned. It is our policy not to accept any products back for credit or exchange unless they are unused, in resalable condition AND in the original packaging. This return policy is part of our Terms of Use, and in order to place an order with us you must have agreed to our Terms of Use, and so therefore have also agreed to these terms.

Order Cancellation Policy

We are committed to providing our customers with high-quality products and services. Below you will find our cancellation policy. Please take a moment to read through it to understand your rights and our procedures.

  1. Standard Orders:
    • If you wish to cancel an order that you have placed, please contact us as soon as possible.
    • For standard items that are in stock or not customized, orders can be canceled at any time before they are shipped. Once the order has been shipped, you will need to refer to our return policy.
  2. Custom and High-Value Orders:
    • For custom orders or high-value items, including orders over $10,000, cancellations can only be requested within 24 hours of order placement.
    • After this 24-hour period, cancellations may incur non-refundable fees related to credit card processing and other associated costs. These fees cover administrative and processing expenses that cannot be recovered on large transactions.
    • Due to limited availability, high-value items may require extended lead times. We encourage you to maintain the order to secure your place in line, as these items are not always readily available from alternative suppliers.
  3. Delayed Orders:
    • We strive to fulfill all orders within the estimated time frame; however, certain products may experience unforeseen delays due to supply chain constraints.
    • Should a delay occur, we will notify you promptly with the revised timeline. If you choose to cancel due to a delay, please be aware that non-refundable processing fees may apply to cover our incurred costs.
  4. Refunds:
    • Upon successful cancellation, a full refund will be credited to your original payment method within 5-7 business days. Please note that it might take additional time for the credit to appear in your account, depending on your bank's processing times.
  5. Contacting Us:
    • To cancel an order or if you have any questions regarding our cancellation policy, please reach out to our customer service team here or call us at 1-866-391-0432.
  6. Changes to Cancellation Policy:
    • SolarTown.com reserves the right to modify this cancellation policy at any time. Any changes made will be effective immediately upon posting on our website. We encourage you to review our cancellation policy periodically to stay informed.

We appreciate your understanding and look forward to serving you. Should you have any concerns, please don't hesitate to contact us, and we'll do our best to assist you.