Warranty Request Policies & (RMA) Form

Thank you for coming back to SolarRoyal. If you’re visiting this page, you are either seeking a resolution to ensure that your SolarRoyal product is working correctly or you are interested in learning how we process our warranty requests. In the unfortunate event that your product is not working as it should, please continue reviewing this page carefully. This page covers most of the issues that have come to our attention with our products. SolarRoyal stands behind it’s products and regardless if the error is within our product or not, we want to make sure we find a fair and reasonable resolution for our customers.  The SolarRoyal warranty covers the product, this does not include shipping or any labor necessary to remove or reinstall the unit, as described in our warranty policies.

Moving forward, the requirement for receiving warrants is that you registered your product within 90 days of installation, as stated by our terms & conditions and warranty policies. If you have not registered your product, do not panic, please go register your product now, including your invoice for the SR1800, by visiting our warranty registration page <click-here>. Once you have completed the warranty registration page requirements, we can move forward and have a team member assist in honoring the product warranty or any other issue which needs to be resolved.

STANDARD WARRANTY PROCESS:  Once the warranty request has been processed and together we see that it really is a warranty issue. An automatic email confirmation will follow the submission form below, within this email will be a link to our store so that you can make the $195 deposit payment or you can <CLICK-HERE> to open in another tab.  The RMA Administrator will contact you in the event the payment is not received.  This charge covers us shipping a replacement hood unit, everything but the base which should stay mounted to the roof, to you prior to you returning the defective unit.  You will receive the replacement hood unit and with the same box return the defective unit.  Once returned, we will refund $165.00 to the credit card used but must be returned within 45days.  The $30 difference is the cost of shipping as the shipping costs (both ways) is not covered under warranty. If you have any questions, please ask before processing the warranty.   Once the unit is returned and we can see it is something that is not covered by warranty, we will notify you and deduct from the deposit the labor and defective items cost to repair.  We will refund any remaining funds that are not accrued in a repair not under warranty. If your not familiar with how to remove the SR1800 Hood unit, please review this animated 3D instructions <CLICK-HERE>.

HAWAII – GENERAL OVERVIEW & CONSIDERATIONS

The Hawaiian market requires special consideration.  We understand we are the best selling solar attic fan on the islands and that is because of our feature rich, aesthetically superior, brushless motor and most importantly our two-piece design.  We also have a partner service on the main island that can reasonably assist making sure your SolarRoyal product continues to run smoothly.

WORKING ON THIS PART – STAND BY

Many times this can be easily replaced by a seasoned installer and handled quickly by working together with SolarRoyal.   

1. RMA REQUEST: A customer with hardware that requires repair should request a Return Merchandise Authorization (RMA) number by filling out and submitting the form below.  Having the required information, including the original invoice and a photo of the defective unit would expedite the process.

2. CONDITION OF MERCHANDISE BEING RETURNED:

A.) IF MERCHANDISE IS BEING RETURNED IN WARRANTY OR IS WITHIN 30DAYS OF PURCHASING DIRECT FROM SOLAR ROYAL:

• Product must be returned in original packaging if being returned within 30days of being purchased.

B.) HAVING ORIGINAL INVOICE FROM PURCHASE AND A IMAGE OF THE DEFECTED UNIT EXPEDITES THINGS:

3. RMA REVIEW: The RMA Administrator will review the request and, before proceeding, may request additional information, or suggest additional diagnostic steps to ensure that the hardware is not returned unnecessarily. This process can take up to 45days but normally is much faster.

4. RMA ISSUED: When the RMA Administrator has confirmed a repair is necessary and all other requirements have been satisfied a reply will be sent to the customer with an RMA number and instructions.   You will also be contacted by SolarRoyal to discuss options which may include packaging and shipping

If you have any questions regarding this form or process please contact us immediately:[/expand]

GENERAL OVERVIEW & GUIDELINES

The initial step in obtaining service on your product is contacting the person or entity that installed and sold you the unit.  Many times this can be easily replaced by a seasoned installer and handled quickly by working together with SolarRoyal.   

1. RMA REQUEST: A customer with hardware that requires repair should request a Return Merchandise Authorization (RMA) number by filling out and submitting the form below.  Having the required information, including the original invoice and a photo of the defective unit would expedite the process.

2. CONDITION OF MERCHANDISE BEING RETURNED:

A.) IF MERCHANDISE IS BEING RETURNED IN WARRANTY OR IS WITHIN 30DAYS OF PURCHASING DIRECT FROM SOLAR ROYAL:

• Product must be returned in original packaging if being returned within 30days of being purchased.

B.) HAVING ORIGINAL INVOICE FROM PURCHASE AND A IMAGE OF THE DEFECTED UNIT EXPEDITES THINGS:

3. RMA REVIEW: The RMA Administrator will review the request and, before proceeding, may request additional information, or suggest additional diagnostic steps to ensure that the hardware is not returned unnecessarily. This process can take up to 45days but normally is much faster.

4. RMA ISSUED: When the RMA Administrator has confirmed a repair is necessary and all other requirements have been satisfied a reply will be sent to the customer with an RMA number and instructions.   You will also be contacted by SolarRoyal to discuss options which may include packaging and shipping instructions.

5. RMA EXPIRATION: Once the RMA number has been issued the product must be received by SolarRoyal within 30 days of the date. If the RMA has not been received please contact SolarRoyal so a new RMA number can be issued as expired RMA numbers will not be accepted.

6. RMA CHARGES:  For warranty claims, there are no costs associated with repairing a product which is not working, this does not include shipping or any labor necessary to remove or reinstall the unit, as described in our warranty policies.  Prior to the RMA being issued the RMA Administrator will inform the customer via email of the options available.  If the unit is no longer working because of something other then manufacturers error, ie… thermostat is wrapped around the blade or ripped, solar panel is damaged, blade is damaged, visually obvious damage by obstacle or improper installation, RMA Administrator will notify customer and charges required to fix.  

7. SHIPMENT OF RMA TO SOLARROYAL:  The RMA number should be clearly marked on the shipping label when returned.  If the RMA number is not clearly marked on the label the merchandise will not be accepted. The customer is responsible for the safe shipment of the hardware in appropriate packaging, insured and we suggest taking pictures with your phone so that if needed, you can show the carrier how it was shipped compared to how the package arrived.

8. SHIPMENT OF RMA TO SOLARROYAL:  When SolarRoyal LLC issues a RMA number we will provide the address to where you will be required to ship the unit you are sending in back for your refund. As stated under the warranty policies user is responsible for shipping both ways.

If you have any questions regarding this form or process please contact us immediately:[/expand]

STANDARD WARRANTY PROCESS:  Once the warranty request has been processed and together we see that it really is a warranty issue. The RMA Administrator will contact you for a $175.00 charge.  This charge covers us shipping a replacement hood unit, everything but the base which should stay mounted to the roof, to you prior to you returning the defective unit.  You will receive the replacement hood unit and with the same box return the defective unit.  Once returned, we will refund $150.oo to the credit card used.  The $25 difference is the cost of shipping as the shipping costs (both ways) is not covered under warranty. If you have any questions, please ask before processing the warranty.  If the unit is returned and we can see it is something that is not covered by warranty, we will notify you and deduct from the deposit the labor and defective items cost to repair.  We will refund any remaining funds that are not accrued in a repair not under warranty.