Vortex Solar Supply – Order Cancellation, Return, and Claims Policy

Order Cancellation Policy

If you wish to cancel your order, please contact us during normal business hours.

  • If the order has not yet been processed or authorized, and your payment method has not been charged, you will not incur any cancellation fee.

  • If your order has already been processed, authorized, or charged, a non-refundable 5% cancellation fee will apply.

  • If any part of your order has shipped, a restocking fee will also apply (see Return Policy).

Refunds will be issued within 48 hours of receiving the cancellation request or upon return of all shipped items. Please note that it may take up to 7 business days or longer for the refund to appear in your account, depending on your bank or payment processor.

Return Policy

By purchasing from Vortex Solar Supply, you agree to the following return terms:

  • All returns must be pre-approved with a valid Return Merchandise Authorization (RMA) number.

  • Products must be:

    • In brand-new, unused condition

    • In the original manufacturer packaging

    • Include all original accessories and documentation

Used or installed items are not eligible for return.

  • Returns must be shipped within 30 days of delivery, using prepaid and insured freight of your choice.

  • Returns beyond 30 days will not be accepted.

  • Shipping charges are non-refundable.

Restocking Fees

  • A 20% restocking fee applies to standard returns, unless the RMA is due to:

    • Shipping damage

    • Manufacturer errors (e.g., shortages, overages, wrong items)

  • Products returned without matching the RMA reason may be subject to the standard 20% restocking fee, regardless of the original claim.

  • Restocking fees also apply to processed, packed, or shipped orders.

NCNR Products

Some products are designated Non-Cancellable, Non-Returnable (NCNR) and are not eligible for return or refund. If your order includes NCNR items, our sales team will inform you prior to placing the order and will require your acknowledgment.

Battery & Storage Products

Battery and storage items have a limited 30-day return window. These must be:

  • In unopened, original packaging

  • Subject to a 20% restocking fee

  • Returned at your expense, including shipping costs

Returns, Damages, and Claims Policy

Delivery Inspection

Upon receiving your shipment, please inspect it thoroughly before signing the delivery receipt:

  • Check for:

    • Damage to packaging (tears, dents, broken pallets)

    • Shifting or stacked modules

    • Missing protective packaging or hardware

  • Ensure the number of items matches the packing slip

If damage or discrepancies are found:

  • Note them on the delivery receipt

  • Inform the delivery driver immediately

  • If the driver is unwilling to wait, document that on the receipt

Do not refuse delivery, as it may lead to additional freight charges.

Reporting Issues

  • For Damaged Shipments:

    • Note damages on the receipt and notify the driver

    • Take photos of the damage, including packaging, serial numbers, and product

    • Retain all original packaging

    • Submit a claim by emailing: Sales@VortexSolarSupply.com

    • Freight damage claims must be filed with the carrier; contact our RMA team for assistance

  • For Overages, Shortages, or Missing Items:

    • Report discrepancies within 30 days of delivery

    • Submit an RMA request to: Sales@VortexSolarSupply.com

    • Items not shipped will be automatically sent when available—no RMA needed for those

Replacement Orders

When requesting a replacement via RMA:

  • Indicate clearly if you need a replacement

  • A signed agreement to pay may be required before shipment

Returning Products

After receiving RMA approval:

  • Return the product to the address provided (may differ from our company address)

  • Include the RMA number on the shipping label

  • Email your return tracking number to: Sales@VortexSolarSupply.com

Do not return any product without prior written authorization.

You are responsible for:

  • Return shipping and insurance

  • Ensuring that products arrive in resalable condition

Restocking Fees

  • Domestic Returns: 20%

Upon inspection of returned items, refunds will be processed minus applicable fees.

Important Notes About RMAs

  • Items returned without a valid RMA will be refused and returned at your expense

  • The RMA number must be clearly visible on the shipping label

  • Keep all packaging materials until your claim or return has been fully processed

Need Help? Contact Us

To request an RMA or report a cancellation, issue, or return, contact our Customer Service Team:

📧 Sales@VortexSolarSupply.com
📞 ((856) 320-9760

We appreciate your understanding and cooperation in following our return and claims procedures.