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.
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, so that our fulfillment team is aware.
Once you've filled out this form, we'll begin processing your return. This involves putting together shipping labels, return packaging, and other components as needed.
We'll send you the necessary items to complete your return, and you'll receive an email with your drop-off location or a pickup time.
Depending on the products you're returning, you may need multiple shipping labels.
For battery returns, your shipping labels should be attached to your original packaging with a document pouch.
For accessories and other non-battery returns, labels can be sent to you via mail or email.
Your original packaging is fitted with a plastic document pouch, which contains return labels and some paperwork for your return.
You'll fill out this paperwork (called the OP-900 PRP) later.
If you don't have the original packaging for your product(s), contact us for assistance with obtaining the needed materials, labels, and paperwork.
Our Power Banks and Expansion Packs contain lithium batteries, meaning that they are classified as hazardous materials or dangerous goods.
For this reason, these products need to be packaged and shipped according to specific regulations. Please closely follow the directions for packaging, labeling, and shipping your return(s):
Step 1: Packing Your Items Correctly
To package your Power Bank, first make sure its capacity is at 30% or less. Confirm the lower foam insert is snugly fit in the base of the box, and that the box is kept in the upright position. These inserts minimize movement.
Next, place your Power Bank inside its plastic bag and wrap the bag shut. Secure it with a piece of tape.
Finally, attach the top foam insert securely over the Power Bank and place your AC charger and accessories pouch in their designated impressions.
Step 2: Tape
To send your return package(s), it is vital to make sure each box is adequately taped shut. Start with three strips of 5 mil packaging tape along the center line, overlapping 50% on either side of it. Leave a 6-inch overhang on each end. Add three strips of tape perpendicular to the first along each of the two top edges of the box.
See the diagram below:
Step 3: Labels & Documents
After securing your products, you'll apply the shipping labels. Your return shipping labels will be included in a document pouch attached to your packaging.
Make sure to fill out the "FROM" section on your shipping label--fill out your address for pickup here.
Place return labels directly over the packages’ original labels. See the backing of your labels for more instructions. 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: 66.43lbs
- Power Bank 600: 29lbs
- Portable Solar Panels: 20lbs
- EZ Cart: 13lbs
Make sure not to cover or remove the box's red-and-white-bordered OP900 label. This is an important hazmat indicator.
Make sure your box is the correctly marked 4G/Y fiberboard:
Your box should have a "UN 9" rating, "Type 9" sticker with designation "3480" for battery, as shown below:
Input your details into the provided OP-900 PRP form. You'll need to list the following information:
1. Approved Hazardous Materials Shipper Name: Project Solar
2. Approved Hazmat PRP Account Number: 683730050
3. 24-Hour Emergency Contact Number: 888-572-7650
4. Number and Type of Packaging: 1 4G/Y Fiberboard Box
5. Basic Shipping Description: use the tabs below to find what you should list in this field.
6. Label Type:FedEx Ground, Class 9
7. Signature and date
8. Pickup Location Information (Address, Zip, State, etc)
Place the completed OP-900PRP form in a zip-top plastic pouch on the top of the package.
Step 4: Final Checks & Pickup
The final box with all your labels and markings should look like this:
Use the checklist below to make sure your package meets our qualifications.
First, ensure the following:
After you have confirmed the above items:
IMPORTANT: Not all FedEx locations support Hazmat processing. For this reason, these products should not be taken to a FedEx location for shipment. They may be rejected or returned.
Once your packages are packaged, labeled, and approved by our support team, we can schedule a pickup with FedEx, our courier.
If you'd like to schedule your own pickup, visit this site, or call 1.800.463.3339. Provide all needed details, and make sure to select the option indicating that your package contains Hazardous Materials/Dangerous Goods.
If you are returning more than one product, make sure to list the correct number of packages you need picked up (including non-hazmat items, as needed).
On the Day of Pickup
On the provided pickup date, put your package(s) 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.
If you have any questions or need assistance with packing your return, contact Project Solar at (801) 895-2646.
The process for returning non-battery (and, therefore, non-hazmat) packages is more simple.
Place your products in their original packaging, and secure with packaging tape. Remember to indicate on your return form whether you need us to send you return packaging or not. Be sure to include all product accessories.
If you need assistance with packing your return, contact us.
After securing your products, you'll apply the shipping labels. Your return shipping labels can be either emailed to you for printing, or sent via physical mail.
Attach your return label directly over your product's original label. Use the following checklist to make sure your return is packaged and labeled correctly:
Step 1:
Once you've completed your return checklist, you can either drop your packages off at a FedEx location (if you are not returning any hazmat items), or schedule a pickup for your packages.
To schedule a pickup, visit this site, or call 1.800.463.3339.
On the Day of Pickup
On the provided pickup date, put your package(s) 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.
