Renogy 390W 12V Complete Solar Kit w/ Two 100Ah LiFePO4 Batteries

Renogy Shipping, Return, and Refund Policies

SHIPPING

We hope you enjoyed your online shopping experience with Renogy. Please read below for more information about our shipping.

Shipping Policies

1．All orders must have a valid street address. RENOGY does not accept PO Box addresses, some items cannot be delivered to PO Boxes due to shipping restrictions.

2．Shipping times are calculated based on business days (Monday to Friday), excluding holidays and weekends.

3．Depending on your order, your items may arrive in multiple packages. Once your order is shipped, you can click here to track your package. We understand that professional installation is often desired. However, we strongly suggest that you wait until receiving your complete order and verifying the condition of the products before scheduling any work to commence with your new Renogy products.

4．Packages cannot be rerouted after they have been shipped. If you need to change the address, please e-mail us at service.renogy.com.

5．If the outer packaging is damaged upon delivery, please refuse the package and contact us immediately. If refusing the delivery is not possible, please provide relevant pictures to facilitate our after-sales service.

6．We do not support self-pickup service from our warehouse. If you have such a need, please e-mail us at service.renogy.com.

7．If the package is shipped via FedEx, UPS, UniUni, or Canada Post, we can request a Proof of Delivery (POD) from the logistics provider. If you need, please e-mail us at service.renogy.com. However, for Purolator, only the delivery record on the official website can be used as the proof of delivery.

Order Processing and Transportation

• Small Parcel: Order processing time is typically 1-2 business days.
• LTL: Order processing time is typically 2-3 business days.

For non-remote areas Orders:

The transportation time is typically 2-7 business days.

For Remote areas Orders :

The transportation time is typically 6-15 business days.

For Remote islands Orders :

The transportation time is typically 15-30 business days.

Please note:

1. The estimated time is for reference only and may be extended during major promotions, holidays, or other special circumstances.
2. From November to February, which belongs to the winter season, the delivery time will be extended by approximately 3-7 business days.
3. Delivery to Yukon, Nunavut, and the Northwest Territories is temporarily unavailable due to a shipping issue. We apologize for the inconvenience and appreciate your understanding.

Additional Freight Fees (Estimates):

Renogy offers free ground shipping for many of our products to most areas. For oversized products or shipments to remote areas, additional shipping fees will be charged. When you check out, simply enter your detailed address, and the system will automatically calculate the shipping cost for you. If you refuse to pay the additional shipping fee, please e-mail us at service.renogy.com to provide a non-remote address. Otherwise, Renogy reserves the right to cancel the order.

RETURN and REFUND

Thank you for shopping with Renogy! Our goal is 100 percent customer satisfaction! But in the event something isn’t quite right, we've made the return process super easy.

Order Cancellation

Customers can cancel transactions any time before Renogy begins the shipping process. The shipping process typically begins within 30 minutes of placement of the order. If unable to cancel an order before shipping, customers can make returns in accordance with Renogy’s Return Policy.

Returns

Items purchased from Renogy can be returned within 30 days of delivery. Please note that Renogy will not accept returns beyond 30 days of delivery (this excludes returns for defects or quality issues which can be accepted after inspection and approval by Renogy).

Renogy 30-Day Return Policy

For returns of products purchased online at Renogy.com, customers need to contact Renogy customer service within 30 days of receiving the item to initiate the return process. To be eligible for return, items must be in the original packaging( *it should be the original container or covering which is used to package the product, including all accessories, attachments as well as manual, etc.), unused, undamaged, unmodified, and have a return authorization number( *customer needs to first contact Renogy customer support team for getting the RMA number before returning the order.) provided by Renogy. Proof of purchase must be provided by the customer to begin the return process.

Note: Please note that due to the transportation specificity of lithium batteries, the return period for lithium batteries is within 7 days.

Upon receiving your package, we kindly advise keeping the original packaging handy for any potential future needs.

For Renogy products purchased from other authorized retailers or sellers please contact the seller where the item was originally purchased.

Shipping Costs

Shipping costs for product returns will be paid by Renogy under the following conditions:

• Product was damaged during shipping or warehouse handling
• Product defects
• Incorrect product was delivered
• Product(s) delivered were not ordered by the customer.

The customer is responsible for any return shipping costs when product is returned under any other conditions. Costs vary by shipping location.

Renogy does NOT accept returns of items that have been modified in any way. Any modifications will render the Renogy warranty null and void. Any modified products returned to Renogy will be shipped back to the customer at the customer’s expense.

For approved returns, Renogy will provide a prepaid return shipping label( *it is provided by the logistics company with which Renogy has cooperation.) . Any shipping costs that the customer is responsible for will be deducted from any refund issued to the customer by Renogy.

Refunds

• For returns related to customer preferences (not related to defects, shipping damage or wrong product delivered) made within the 30 day return period, a 10% to 15% restocking fee will be charged（Includes shipping and transaction fees）.
• After receiving the returned item, Renogy will issue a refund within 7 to 10 business days. Renogy will notify the customer by email once the refund has been processed. If the refund isn’t received after 10 business days, please contact the Renogy Customer Support Team. All returned items will be inspected to insure they meet Renogy’s return policy.

Product Return Process

1. To request authorization for return, contact Renogy customer service. Once customers have contacted Renogy, they will be asked to provide the reason for the return, and a receipt or proof of purchase.

2. The Renogy Customer Support Team will determine whether the purchase is eligible for return. After confirming the order is eligible, Renogy will issue a Return Material Authorization (RMA) number and a prepaid return shipping label. The customer must clearly mark the RMA number on the package and include the dated proof of purchase with the product. Products shall be sent out within 5 working days after receiving RMA number.

3. For products being returned due to quality issues, which are beyond 30 days ’ return period but within warranty period, Renogy will provide instructions on how to properly package the product to return it safely. Do not ship the product before receiving the proper shipping safety instructions.

Note: Do not return any items without the RMA confirmation from the Renogy Customer Support Team. For returns without RMA confirmation, the refund or replacement will not be processed, and the items will be returned to the sender.

The return and replace policies for the Renogy Day are subject to the specific requirements of the actual event day.

This policy applies only to Renogy products purchased in Canada through authorized sellers and channels.

REPLACEMENTS

For any issues with your product performance, please contact our Technical Support team at service.renogy.com. for troubleshooting assistance.

Please be prepared with a multimeter and your invoice or the following information:
Order number
Proof of purchase
Video or photo of the damaged/defective product
Mailing address
Contact telephone number

If you have received a defective or damaged product during shipping, you are eligible for a refund or replacement.

In the event of a replacement, Renogy will arrange for return shipment of the defective unit, and once the part has been received and inspected, we will ship out the replacement part.

If damage results due to improper handling during the setup or installation, whether it is done professionally or by the customer, the product is no longer eligible for replacement or refund.

FOR THIRD-PARTY PURCHASE

Thank you for purchasing a Renogy product from one of our approved third-party vendors. Returns and refunds for purchases made through these third-parties (Walmart, Home Depot, Best Buy, Amazon LLC, etc.) must be handled through the vendor's return policy. Renogy cannot assist in third-party returns and refunds. Renogy can only offer replacements for products still within the warranty period.

FOR OPEN BOX ITEM

Thank you for purchasing a open box item from Renogy website. No return, no refund, no exchange for non-quality issues.