RETURNS & REFUNDS

We sell forward, no take-backs. On the flip side, DartSolar is built for a long service life, every functional part is replaceable, and our Limited Warranty covers you for ten years.

This is a long-term relationship

Buying a DartSolar is closer to installing solar on your house than buying a t-shirt. Every DartSolar is assembled to ship — cells matched, panels laminated, telescopic tubes extruded, frame torqued. Once it’s in your hands, it’s home. We don’t take used units back, and we don’t keep return-stock on a shelf to swap them against. The flip side is that DartSolar is built for a long service life, every functional part is replaceable, and our Limited Warranty covers you for ten years.

At a glance

  • PRE-ORDERS: FULLY REFUNDABLE UNTIL YOUR UNIT IS PICKED UP BY THE CARRIER.

  • AFTER DELIVERY: WE DON’T ACCEPT RETURNS FOR CHANGE OF MIND. DEFECTS AND DAMAGE ARE HANDLED UNDER OUR LIMITED WARRANTY.  

  • DAMAGED ON ARRIVAL: TELL US WITHIN 30 DAYS, SEND PHOTOS/VIDEO, AND WE’LL SHIP REPLACEMENT PARTS AT OUR COST.

  • IMPLIED WARRANTIES UNDER CALIFORNIA LAW ARE NOT WAIVED. YOUR RIGHTS UNDER THE SONG-BEVERLY CONSUMER WARRANTY ACT AND THE MAGNUSON-MOSS WARRANTY ACT REMAIN FULLY IN FORCE.

Pre-order refunds

Life moves; plans shift. PRE-ORDERS ARE FULLY REFUNDABLE ANY TIME BEFORE YOUR ORDER IS PICKED UP BY THE CARRIER. “Picked up by the carrier” means the moment the unit is physically tendered to and scanned by the carrier — not the moment a shipping label is created.

To request a pre-order refund, contact us. Refunds are issued to the original payment method. For credit-card payments, refunds are processed within seven (7) business days of our authorization. Bank posting times may vary.

After your unit is delivered

ONCE YOUR ORDER IS DELIVERED, WE DON’T ACCEPT RETURNS FOR CHANGE OF MIND. The same reasons your local solar installer doesn’t take back roof panels apply here: a unit that’s been mounted, exposed, or installed can’t be resold as new, and we won’t pretend otherwise to the next customer.

What we do offer is a ten-year Limited Warranty, replaceable parts, and a long-term commitment to repairability. If something is wrong with your unit, the warranty — not a return — is the path forward. The Limited Warranty is provided with every unit and is available before purchase at warranty.

Damaged on arrival

If your order shows up looking like it lost a fight with the freight company, we’ll make it right. Here’s how it works.

1. Tell us within 30 days.

NOTIFY US WITHIN THIRTY (30) DAYS OF DELIVERY (carrier scan as delivered to the shipping address on the order) via our contact form. Include clear photos and, where possible, video showing both the damaged unit and the outer packaging. Photo and video evidence helps us assess the damage and file a timely carrier claim.

2. We send replacement parts.

DartSolar will ship replacement parts to you at our expense, ordinarily within five (5) business days of receiving sufficient evidence of damage. DartSolar products are designed for owner-serviceable repair on the parts that typically take transit damage; replacement instructions are included with the parts.

3. You can discard the damaged part.

By default, you do not need to return the damaged part. DartSolar may, in our reasonable discretion and where the photo or video evidence is inconclusive, request return of the damaged part for inspection before shipping replacements. In that case, we will provide a prepaid return label at our expense and will ship the replacement parts within five (5) business days of receiving the returned part. We will not unreasonably withhold replacement.

4. If the damage isn’t field-repairable.

Some damage — for example, a bent main frame extrusion — cannot be fixed in the field. In those cases, DartSolar will either repair the unit at our facility (with DartSolar paying inbound and outbound shipping) or replace the unit, at our option.

The 30-day window above applies to visible shipping damage only. Defects that aren’t apparent on unboxing — including manufacturing defects, latent transit damage, and component failures — are governed by the longer periods set out in the Limited Warranty and by applicable law.

Changed your mind after delivery?

We hear you, and we still can’t take the unit back into inventory. What we can do: help you sell it. DartSolar is designed to hold its value, every functional part is replaceable, and we are committed to long-term repairability. There’s a real secondhand market — get in touch and we’ll connect you with our waitlisted customers.

DartSolar may, at our discretion, accommodate exceptional circumstances on a case-by-case basis. Any such accommodation is voluntary and does not establish a precedent or modify this policy.

Parts and repairability

DartSolar commits to making functional replacement parts and service literature available for the service life of the product. We aim to support the product for its lifetime. Some plastic parts that can be 3D printed, or metals that can be easily formed will be available in our open section.

Credit card disputes

IF SOMETHING’S WRONG, PLEASE TALK TO US FIRST — THAT’S THE FASTEST WAY TO ACTUALLY FIX IT. We’d rather solve the problem with you than argue about it with your bank. When a credit card dispute (or chargeback) is filed without a prior good-faith attempt to resolve the issue with our support team, we may dispute it through the card network in the ordinary course.

Definitions

“Pre-order” means an order placed before the unit is physically picked up by the carrier. Pre-order status ends at the carrier’s first scan of the unit.

“Delivery” means the date the carrier records the unit as delivered to the shipping address on the order.

“Limited Warranty” means the written ten-year limited warranty document provided with each unit and posted at warranty.

“Business day” means Monday through Friday, excluding national holidays.

Customers outside California

DartSolar ships to customers throughout the globe. Several countries and states impose mandatory return-policy disclosures or minimum return rights that may differ from this policy. Where the law of your state of residence requires terms more protective of you than what is described above, those terms apply to your purchase to the extent required by that law. This policy is not intended, and should not be read, to override any such non-waivable state-law right.

How to reach us