Return & Refund Policy
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, so you can cancel the order yourself within 30 minutes of placing it. If unable to cancel an order before shipping, please refuse the package if you know the tracking information, you can also contact the Renogy Customer Service team for help (please note we cannot guarantee that an order can be successfully cancelled or a package intercepted if it has already been shipped).
Customers can make returns in accordance with Renogy’s Return Policy.
Renogy 30-Day Return Policy
For returns of products purchased online at ca.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 unused, undamaged, unmodified, and have a return authorization number provided by Renogy. Proof of purchase must be provided by the customer to begin the return process.
1) Original packing: it should be the original container or covering which is used to package the product, including all accessories, attachments as well as manual, etc.
2) Return authorization number: customer needs to first contact Renogy customer support team for getting the RMA number before returning the order.
Note:
Please note that due to certain transportation regulations, AGM and GEL batteries are not eligible for a 30-day unconditional return or exchange. However, for lithium batteries and partially specified inverters, we provide a 7-day window for returns or exchanges, allowing for greater flexibility, this is usually indicated on the relevant product page.
Upon receiving your package, we kindly advise keeping the original packaging handy for any potential future needs.
Shipping Costs of Return
1. 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
The customer is responsible for any return shipping costs when product is returned under any other conditions. Costs vary by shipping location.
Packages delivered to a designated pick-up location must be collected within 5 business days. Unclaimed packages will be automatically returned to the sender. If reshipment is required, the customer will be responsible for both the original shipping fee and the return shipping cost resulting from the unclaimed package.
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.
For returns due to customers' subjective reasons (such as change of mind or schedule changes, etc.), within the allowed return window, the shipping cost for returns should NOT be borne by Renogy. Unauthorized returns may result in processing delays, additional fees, or other complications. To ensure a smooth return process and protect your interests, please request a Return Merchandise Authorization (RMA) before returning any item.
2. All refurbished/open-box products do not support returns, refunds, or exchanges for non-quality issues. The warranty period for any refurbished/open box product is 6 months, during which any quality issues can be contacted for after-sales service.
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% restocking fee will be charged.
For returns related to customer preferences (not related to defects, shipping damage or wrong product delivered) made within the 30 day return period, the return shipping cost will NOT be covered by Renogy.
After receiving the returned item, Renogy will issue a refund within 7-10 business days. Renogy will notify the customer by email once the refund has been processed. The refund will be processed through your original payment method. It may take some time before your refund is posted on your bank account or credit card statement. If you have not received a refund within this period, please first check your credit card transaction or bank account again. If the refund isn’t received after 7-10 business days, please contact the Renogy Customer Support Team. All returned items will be inspected to ensure they meet Renogy’s return policy.
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.
If your payment card uses a currency other than CAD, the refunded amount may differ from your original order amount due to exchange rate fluctuations. This difference is determined solely by your card issuer and is beyond Renogy's control.
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 Service 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.
3. For returns made within the 30-day right of withdraw period and returns requested after 30 days of receipt that are unrelated to product defects, (such as no longer needing to change plans, etc.), within 14 days after getting RMA, customers should ship out the product to Renogy.
4. 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.
5. The warehouse does not accept personal drop-offs. Unauthorized returns without prior approval may lead to processing delays, additional charges, or other complications. To protect your rights, please follow the standard return procedure.
Replacement:
1. Damage issue: Within 30 days of placing an order, please provide photos of the damaged product and packaging, along with the shipping label. If the situation is confirmed by Renogy Customer Service, Renogy will prioritize reissue.
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.
2. Quality issue: Please contact our Technical Support team at service.renogy.com for troubleshooting assistance within the warranty period.
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
3. Please note that replacement products can only be sent to the original order 's country of purchase, as cross-border reshipping is not currently available.
This policy applies only to Renogy products purchased through ca.renogy.com.
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.
