Damages & Returns Procedure

 

Checklist for Receiving a Delivery

  • Take photos of the pallet(s) immediately upon delivery by the carrier
  • Use this checklist to inspect the pallet(s) for indications of damages and shortages

ALWAYS:

  1. Thoroughly mark the Delivery Receipt as “damaged” or “short X piece(s)” while the driver is present
  2. Inform the driver of the issue and ensure driver signs off on damage 
  3. Take pictures of damaged products and packaging
  4. Identify exact quantities for replacements
  5. Notify your account manager within 24-48 hours or call/email Client Support at: 800-409-2257 x2004 / customerservice@civicsolar.com

Overages, Shortages, and Damages (OS&D)

  • Inspect packaging before signing for shipment 
    • If packaging is damaged, open packaging and inspect contents 
    • If products are damaged, notate damage on Delivery Receipt and ensure driver signs off on damage 
    • Take pictures of damaged products and packaging
    • Report damage and send pictures of damages to your account manager within 24-48 hours or call/email Client Support at: 800-409-2257 x2004 / customerservice@civicsolar.com
  • Inspect shipment to ensure correct products and quantities are received 
    • If incorrect products or quantities are received, report issue to your account manager within 24-48 hours or call/email Client Support at: 800-409-2257 x2004 / customerservice@civicsolar.com

Returns 

  • Products can only be returned within 30 days after delivery 
    • Note that certain items are non‐returnable: 
      • Custom ordered items that are non‐stocking items 
      • International orders 
      • Installed items 
  • A 25% restocking fee will be applied to all returns with a minimum fee of $50 
  • Customer is responsible for covering return shipping cost 
  • Without a return merchandise authorization (RMA) number (to be provided by the CivicSolar Client Support Team) the return shipment will not be accepted, and will be returned to sender
  • Once we have received your return and the product has passed inspection by our warehouse, your account will be credited within 30 days for the original purchase price minus restocking fees of 25% (if product is not returned in new, resellable condition, credit will not be issued)
  • To request a return please contact your account manager within 24-48 hours or call/email Client Support at: 800-409-2257 x2004 / customerservice@civicsolar.com

Exchanges 

  • Exchanges will be handled as returns -- credit from return will be applied to exchange once return has been inspected
  • If replacement is needed immediately, payment will be required, which will then be refunded once return of original product has been received and inspected 
  • To request an exchange, please contact your account manager within 24-48 hours or call/email Client Support at: 800-409-2257 x2004 / customerservice@civicsolar.com

Once your request has been submitted you will be contacted by the CivicSolar Client Support Team with the details of your replacement, return, or exchange within one business day.