EG4 Electronics offers a 10-year Full Parts Replacement or Full Product Replacement Warranty from the date of the battery purchase.  Your warranty must be registered within the first year of purchase to remain valid. If you choose not to register, your warranty may be invalidated. This limited warranty is to the original purchaser of the product and is not transferable to any other person or entity. All parts exchanges are covered during the warranty period. Outside of the continental US, replacement shipping charges may apply.

Warranty Exclusions - EG4 Electronics has no obligation under this limited warranty for product subjected to the following conditions (including but not limited to):  

• Damages incurred during installation or removal 
• Damages caused by mishandling the product or inappropriate environmental exposure 
• Damages caused by improper maintenance 
• Tampering, altering, and/or disassembly of the product
• Using product in applications other than what the manufacturer intended
• Lightning, fire, flood, or acts of God
• Any product with a serial number that has been altered, defaced, or removed
• Damages incurred from voltage or current spikes due to open-loop lithium battery communications

Shipping Policy

Shipping is calculated at checkout! 

If you are interested in enhanced shipping services such as threshold shipping or expedited delivery, contact our team and they will be happy to assist. Please keep in mind enhanced shipping services are subject to availability and additional costs.

• Threshold Shipping: This involves the item being brought onto your porch, or into a sheltered/garage area. 
• Expedited Delivery - This guarantees your items will be prioritized, and will arrive sooner than standard delivery times.

To inquire about enhanced shipping services, contact our team via live chat, email: sales@directsolarpower.com or call us (848) 600-6420. 

Order Confirmation

As soon as you place your order, you will receive an order confirmation e-mail.  This means that we have received your order in our system and pre-authorized your credit card for the purchase. In the rare case that your item is on backorder or unavailable, we will void the pre-authorization or reach out to you via e-mail with the options on how we can proceed. If your item(s) are available for shipment within the expected shipment window, we will process the charges and submit the order for shipment.

Shipment Window

The shipping window varies from product to product. Please review the product page or contact our team for the expected shipping time of your product. We update these daily so you know what to expect. 

Order Shipment

All orders are processed Monday through Friday. We strive to ship your items as fast as possible, so your order may ship sooner than estimated, and you may receive your items in multiple deliveries depending on your order. 

Tracking will be sent to the provided email address. If you do not receive tracking information from us within 7 business days of your order, feel free to follow up with us at sales@directsolarpower.com.

If you’d like to place an order and are outside of the USA, contact us for a custom quote. 

Curbside Freight Shipments

Items that are too large or delicate to ship by standard ground carrier are required to ship freight. Freight carriers are specially trained to handle oversized and fragile items. 

Here is what to expect from the freight shipping process:

• Once your order ships you will receive a tracking number that has an estimated delivery date.
• The carrier will call you at your provided phone number to schedule a delivery appointment within the next 1-2 business days. Only weekday appointments are available. If you are unable to receive the shipment within 1-2 business days of its arrival at the freight terminal, please contact us. 
• All shipments are delivered “curbside”. The driver will bring them to the curb and is not authorized to move it further. Anything past curbside must be arranged before placing the order (see “shipping options” above).
• Upon delivery, it is important that you inspect the shipment thoroughly before signing. Any damage or missing items should be noted on the delivery receipt. You have 5 business days from the delivery date to submit a claim for damage or missing items. To submit a claim email: sales@directsolarpower.com or call us (848) 600-6420. 

p.s. In some cases, some of our client’s selected standard curbside shipping and tipped the delivery driver to bring it in their garage or on their driveway. Try this at your own risk.

Return Policy

It’s important to us that you are happy with your purchase. If, for whatever reason, a product doesn’t fit your needs, our team is here to assist. 

Cancellations

You may cancel your order any time before it ships free of charge. If you wish to cancel your order after it ships, restocking fees and return shipping fees may apply.

To cancel an order, please contact us via live chat, email: sales@directsolarpower.com or call us (848) 600-6420. 

Return Process

Items Eligible for Return

Most unused items can be returned within 30 days of delivery. To schedule a return please follow the steps below:

1. Contact our customer support team via live chat or call us (848) 600-6420. You can email: sales@directsolarpower.com as a first step, but our team will need to speak with you to gather more information about your return.
2. You will receive an email confirming your return request has been accepted or denied within 3 business days. If approved, your email will also include detailed return instructions. ***From the date you receive this email you have 30 days to return the product. 
3. Any items returned outside of this process are not eligible for refund. 

Items Not Eligible for Return

• Items marked “non-returnable” in the item description
• Used items, or items that have been installed or assembled
• An item from a bundled kit sold at discounted rate - the entire kit must be returned.

Refunds

1. Your refund will be processed back to the original form of payment. Most banks process refunds within 3-5 business days. 
2. Checks will be mailed for bank wire or check transactions. Refund checks are valid for 90 days from the date they are issued. 
3. If the product you’ve returned is ineligible for refund, we will notify you as soon as possible. 
4. Return shipping costs will be deducted from the refund. 
5. In some cases, a restocking fee may apply. This is completely up to the manufacturer. If a restocking fee does apply, we will let you know during the return review process. 

Exchanges

If you would like to exchange your product, you may do so. You are responsible for any shipping fees throughout the returns & exchange process. To schedule an exchange please contact us via live chat, email: sales@directsolarpower.com or call us (848) 600-6420. 

Damages

We aim to ensure your product is delivered in excellent condition. In the rare event that your order does sustain damage during shipping, we are here to assist you. Our team will assume responsibility for any items damaged while shipping as long as you follow the steps and timeline outlined below:

For Freight/Signature Required Deliveries:

• Any visible damage or missing items must be noted on the delivery receipt. 
• It is highly recommended that the order package be opened and inspected prior to signing for the delivery. 
• Do not discard any damaged items or the original packaging. 
• For severe damage, we recommend noting on the delivery receipt, “refused due to damage” and contact us immediately. 
• Contact us within 1-3 business days of receiving your shipment via live chat, email: sales@directsolarpower.com or call us (848) 600-6420 to report the damage. Please have delivery details and photos illustrating the damage ready. 
• Damaged items will either be returned, replaced or repaired within 30 days. 

For Parcel Shipments:

• Any damage or missing pieces must be reported within 7 days of receipt. 
• Do not discard any damaged items or the original packaging. 
• Contact us via live chat, email: sales@directsolarpower.com or call us (848) 600-6420 to report the damage. Please have delivery details & photos illustrating the damage ready.

Warranty

In the unlikely event your product experiences a defect, our technical team will guide you through the manufacturer’s warranty claim process. Here is a general outline of what to expect:

Due to the technical nature of our products, troubleshooting is required by the manufacturer to process a warranty claim. You or your installer will need to troubleshoot and diagnose the problem on-site while working in tandem with our technical team. If troubleshooting leads to what the manufacturer deems as a defective part, a warranty claim will need to be submitted to the manufacturer.

Once the claim is submitted, the manufacturer will review and approve or deny the claim. If they have all the information and accept the claim, your warranty replacement part(s) will begin processing for shipment. In some cases, the manufacturer will also cover the cost of labor, refer to the manufacturer’s warranty for more details. If for any reason, the claim is denied, or we need more information, we will notify you as soon as possible.

All warranties are processed as exchanges. You can expect to receive a pre-paid return label for the defective part(s), which will need to be returned within 30 days of receiving the warranty replacement(s).

Warranty claims can take anywhere from 1-4 weeks to process, depending on the season.