We understand that sometimes products may not meet your expectations or unexpected issues may arise. That's why we've designed this comprehensive Product Return Guide: to make the return process as smooth and hassle-free as possible.
Initiating a Return
The first step in returning a product is to fill out our Return Form. This will collect information about your order, which products you're returning, and why.
Once you've filled out this form, we'll begin processing your return. This involves putting together shipping labels, return packaging, and other components.
We'll send you a return kit with the necessary items to complete your return, and we'll send you an email with your drop-off location or a pickup time.
When you receive your return kit, it will include the following:
Shipping Label
Depending on the products you're returning, you may have multiple shipping labels.
Document Pouches
Two types of pouches will be included in most cases:
Manifest Pouch: a larger, half-sheet-sized pouch, containing a manifest for your return.
Hazmat Pouches: a smaller pouch with a red border, containing Hazardous Materials Certification. You will receive one Hazmat pouch for each box you are returning.
Return Packaging
If you have the original packaging for your product(s), we won't send you any return packaging.
Shipping Products Back to Project Solar
To send your return package(s), make sure each box is adequately taped shut. The most secure way to package a Power Bank or Expansion Pack is to place three overlapping strips of tape along the center line on top of the package. Then, add three strips of tape perpendicular to the first along each of the two top edges of the box.
See the diagram below:
If you've received return packaging, place your products inside the foam insert (for Power Banks and Expansion Packs) before placing them in the outer box. Be sure to re-pack any of the products' accessories as well.
For assistance with packing your return, contact us.
Applying Shipping Labels
After securing your products, place return labels directly over the old packages’ labels. Each shipping label will have a listed weight; use the following weight guide to determine which label should go with each returned product:
- Power Bank 2000: 62lbs
- Expansion Pack 3000: 67lbs
- Power Bank 600: 29lbs
- Portable Solar Panels: 20lbs
- EZ Cart: 13lbs
If you are returning multiple boxes, you will receive one single large document pouch, as well as multiple small, red document pouches (one for each package).
To apply the document pouches, remove the peel-off backing to expose the adhesive. Remove the original document pouch (if applicable) and place the return pouch in its place. Remember, each package will need a small, red-bordered document pouch. The large document pouch can be placed on the side of any of your packages.
Drop Off/Pickup
Your drop off details or pickup date and time will be sent to you via email. If you haven't received this information, please contact us.
For Drop Off
Take your package(s) to the provided FedEx drop off location to be shipped, and a representative will be able to help get everything squared away. Be aware that not all FedEx locations are able to ship Hazmat packages, so it is important that you utilize the one that has been sent to you.
For Pickup
On the provided pickup date, put your packages out on your front porch to be collected. Our courier will collect the package(s) and get them shipped back. Pickup windows are typically 8am-6pm--if your order has not been picked up by 8pm, contact our team so we can look into it.
Once the return is received by us, we will test the products as needed and provide a refund. If your return is not covered under warranty, the return shipping cost will be deducted from your refund.
For further information on our returns policy, check out this page.