Warranty & Returns
All Point Zero Energy products come with Limited Warranties. These warranties will vary depending on the product. Please refer to the Warranty Details regarding your product's specific warranty below. Warranties are not transferable and are only valid for the original consumer. The sales receipt from the original consumer purchase, or other reasonable documentary proof, is required in order to establish the start date of the warranty period. By using Point Zero Energy products, you are bound by the terms under each product's warranty.
We work hard to build the most reliable and durable solar products on the market. But sometimes the unexpected happens. So if there’s an issue with your Point Zero Energy product, we'll make it right by repairing or replacing any defective or damaged product under warranty without charge.
Please note that this warranty only covers shipping costs for customers residing in the contiguous United States and Canada.
Point Zero Energy offers Limited Warranties on the following products:
Titan power module (2 years)
Titan NMC expansion battery (5 years)
Titan LFP expansion battery (5 years)
100 watt Rigid solar panel (25 years)
200 watt Rigid solar panels (25 years)
200 watt Briefcase solar panels (25 years)
See full Limited Warranty for more details.
Point Zero Energy's Limited Warranty does not apply to:
- Damage caused by accident, abuse, misuse, or misapplication.
- Damaged due to forces of nature (e.g. lightning strikes, tornadoes, hurricanes, etc.).
- Any damage caused by exposure to excessive heat, cold, liquids or other external causes.
- Unauthorized modifications, repairs, or assembly.
- Any operation not in accordance with the official instructions or manuals.
- Any lost, stolen, or refunded products.
- Any product that has expired it's warranty.
WARRANTY RETURN PROCESS
- Contact our support team at firstname.lastname@example.org to request a return.
- If your item is eligible for Warranty, you will receive a prepaid shipping label.
- Package your product with the prepaid shipping label.
- Drop off your package at any FedEx facility or schedule your package for pickup.
30 Day No-Fault Return Policy
If, for any reason you're unsatisfied with your purchase, you may return your unused product in it's original packaging within 30 days of purchase. This only applies to products purchased directly from Point Zero Energy as our resellers and distributors may have their own policies regarding returns. Please contact them for further information. Products returned to Point Zero Energy will be subject to a 5% restocking fee. (NOTE: for larger orders received through freight, return policies are subject to vary. Please speak with a Point Zero Energy representative on the matter)
Please contact our customer support team prior to returning your product to get a return label.
Once your item is received and inspected, we will deduct the shipping cost of your return from your refund. Refunds will be processed within 14 business days after the product is returned to Point Zero Energy.
Point Zero Energy reserves the right to issue refunds at our discretion. No refund will be issued for any product that:
- Is returned without original packaging and/or accessories.
- Is damaged from improper packaging during the return process.
- Is returned without prior authorization.
You may cancel your order anytime prior to shipment and receive a refund. However, if the product has already been shipped, you will need to pay for return shipping back to Point Zero Energy. A 3% cancellation fee may be charged for all cancelled orders.
You will be charged return shipping to Point Zero Energy for any deliveries that are refused, in addition to a 8% restocking fee.
Lost, Undelivered, or Damaged Products
If you believe your product was lost or not delivered, contact us immediately to resolve the issue.
If you believe the product you received was damaged, or if you receive an incorrect/incomplete product, contact us immediately with proof of videos and/or pictures. We will work quickly to resolve the issue.
Backordered items are temporarily out of stock but are available for purchase on our web site.
- Order now and we will ship the item as soon as we get it.
- Orders are filled in the order in which they were received.
- Estimated ship time is shown on the item page.
- Your credit card will be charged to guarantee your place in line.
- Estimated shipping dates are only estimates and could potentially be delayed further.
We make every effort to ship your product as quickly as possible. However, in times of high volume some products may be temporarily out of stock. For this reason we have allowed customers to reserve these items by placing a backorder. Order and pay now and we will ship it when it becomes available. We ship all backorders in the order they are received. This means your order will ship out before later orders for the same item placed once the item is in stock. Backorder items can only be ordered on our web site to ensure your place in line. We cannot take phone orders for backorder items.
Do you require prepayment for a backordered Item?
Yes. When you place an order for a backordered item, we process full payment for the item(s) the same as we process payments for in-stock items. Payment guarantees your place in line so you receive the item at the earliest possible date
When will my backordered item ship?
An estimated shipping time is posted on the item description page. Please keep in mind that all our backorder dates are approximate and are subject to change. Depending on the volume of orders, your place in line, manufacturing and shipping schedules, ship time can be longer than estimated. We cannot guarantee a specific ship date. We will ship backordered items as soon as they are available. Orders are shipped on a first come first served basis.
Will I receive notification when my order ships?
Yes. You will receive an email confirmation when you place your order. You will also be notified by e-mail when your order ships including the tracking number. As a reminder, customers are responsible for tracking the arrival of their order. Point Zero Energy is not responsible for e-mail notifications that were not received. Common email problems include misspelled or outdated e-mail addresses, SPAM filtering, host service blocks or the customers' inability to access their e-mails.
Can I cancel my backorder?
Yes, you can cancel your backorder however, cancelled backorders are subject to a 3% cancellation fee.