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).
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.
- 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.
- Custom Orders:
- Due to the personalized nature of custom orders, cancellations for these items can only be made within 24 hours of order placement. After this 24-hour window, we will have begun the production process and cannot halt or refund these orders.
- If you need to make changes to your custom order within the 24-hour window, please contact our customer service immediately, and we will do our best to accommodate your request.
- 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.
- 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.
- 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.