Damages & Returns Procedure

 

Checklist for Receiving a Delivery

  • Take photos of the pallet(s) while they are coming off the truck.
  • Use this checklist to inspect the pallet for signs of damages and shortages

ALWAYS:

  • Thoroughly mark delivery receipt as “damaged” or “short 1 piece” etc, while the driver is present!
  • Exact quantities are required for replacements.
  • Inform the driver.
  • Take photos of each damaged item.
  • 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 (DR) and have driver sign off on damage 
    • Take pictures of damaged products, packaging, and DR notating damage 
    • Report damage online using the Damages & Returns Form immediately. 
  • Inspect shipment to ensure correct products and quantities are received. 
    • If incorrect products or quantities are received, report issue online using the Damages & Returns Form within 48 hours. 



Returns 

  • Products can only be returned within 30 days after delivery 
    • Note: 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 an RMA Number (to be provided by the CivicSolar Customer 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 for the original purchase price minus restocking fees of 25%, within 30 days. (If product is not returned in new, resalable condition, credit will not be issued)
  • To request a return please fill out the Damages & Returns Form



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 fill out the Damages & Returns Form 

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