Refund policy
Faulty, damaged or not as described
If a part is faulty, damaged or not as described, we replace it or refund it, whatever the part. Send photos and keep the packaging.
- Not working, or not as described: tell us within 30 calendar days of picking it up or receiving it.
- Damaged: tell us within 3 business days of picking it up or receiving it. Damage from shipping is covered in our Shipping policy.
Send it back to us and we'll test it. If it's faulty, we replace or refund the part and refund what you paid to ship it to us.
If it works, or the test shows it was damaged by how it was installed or used (reversed polarity, a string voltage over the part's limit, missing fusing or breakers, a lightning surge, poor grounding or a modified case), we send it back to you. You pay a $40 bench-testing fee and the shipping back to you, and the shipping you paid to send it to us isn't refunded.
After the first 30 days
Faults after the first 30 days are covered by the maker's warranty. We help you troubleshoot and we help with the warranty claim.
Changed your mind?
Within 30 days, with your receipt or order confirmation:
- Unopened, in the original sealed packaging: full refund.
- Opened but unused, with all its hardware, manuals and covers: refund less a 15% restocking fee. A terminal with screw, clamp, torque or heat marks counts as used.
- Returned with torn or damaged packaging: refund less a 15% restocking fee.
- We can't take back a part without its packaging, with hardware missing, or with the serial number removed.
- You pay to ship a change-of-mind return back to us, insured, and the shipping on the original order isn't refunded.
What we can take back also depends on the part:
Solar panels
Unused and undamaged, within 30 days: the same as any other part above.
Batteries
No change-of-mind returns. Once a battery leaves us, we can't vouch for how it was charged or stored, so we don't resell it.
Cables and breakers
No change-of-mind returns. This includes cable cut to length and made-up cables with lugs.
Racking rail
Full lengths, unused, within 30 days: full refund. Rail cut to length: no change-of-mind returns.
Installed parts
No change-of-mind returns on anything that's been mounted, bolted down or wired.
Special orders
Special orders can't be returned for a change of mind. If you cancel a special order after we've ordered it, a 15% restocking fee applies.
Clearance and surplus panels
No change-of-mind returns. If a clearance item arrives faulty or not as described, tell us within 7 days of receiving it and we'll make it right.
How to return
Email hello@maplesolarsupply.ca or call 587-287-9180 before you send anything back. Bring returns to the counter, or ship them to us. The 30 days start on the day we email you that your order is ready or the day you pick it up, whichever comes first, or on the day it's delivered if we shipped it. Refunds go back to the way you paid. Standard bank and card processing times apply.