SolarPlay Q3600 Portable Power Station-(3600W/3840Wh)

Thank you for visiting and shopping at solarplay.net. SolarPlay aims to offer you the best shipping options.The following are the terms and conditions that constitute our shipping policy.

Shipment processing time

All orders are processed within 1-3 business days.

The estimated delivery time is 6-9 business days.(the shipping time in remote areas will be extended.)

Orders are not shipped or delivered on weekends or public holidays.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery.If there is a significant delay in shipping your order, we will contact you via email.

Shipment Confirmation & Order Tracking

You will receive a shipment confirmation email once your order has shipped containing your tracking number(s). The tracking information will be updated within 48 hours.

The portable power supply and solar panels cannot be shipped together. Note: if you ordered all items together, they may be shipped in separate packages.

If your tracking information has not been updated within 10 business days, please contact shopify@solarplay.net.

Shipping areas

SolarPlay orders can be shipped to the following regions:

North America: United States (does not include outlying islands and overseas territories), Canada

Europe: Germany, France, Italy, Spain, Netherlands, Sweden, Belgium, Austria, Estonia, Ireland, Hungary, Greece, Slovenia, Slovakia, Portugal, Luxembourg, Lithuania, Latvia, Czech Republic, Finland, Denmark, Poland,Switzerland, Monaco

( We do not ship to a P.O. Box or APO/FPO/DPO addresses.)

Shipping Information

Please make sure all the shipping information you provide to us is correct. We are not responsible for any losses, including missing parcels, package damage, losses as a result of delay, and other losses caused by incorrect shipping information that customers have provided. 

 Please Note:

• In order to avoid credit card fraud, we may need to confirm your personal information for large orders, please make sure your email address is reachable.
• We do not accept requests to change the delivery address after the package has been dispatched.

Damages

If you received your order damaged, please contact SolarPlay Support within 7 business days at shopify@solarplay.net .

We are not responsible for any losses,  including missing parcels, package damage, losses due to the delay, and other losses caused by the shipping carrier. However, we will help you contact the responsible shipping carrier. Please save all packing and the damaged goods as they may be required for filing a claim against the shipping carrier.

Returns Policy

Our Return & Refund Policy provides detailed information about options and procedures for returning your order.

Please Note:

If the parcel cannot be delivered to the designated delivery address due to customer's non-cooperation (wrong or incorrect delivery address, absence of the consignee), or if the customer refuses to accept the parcel and the parcel will be returned to the designated delivery address, the customer has to bear the shipping cost.

If it is a customized product, return will not be accepted and the customer will be re-contacted and re-delivered, then the customer will be responsible for the shipping costs.

Shipping Support

For order and shipping-related inquiries, please contact us at shopify@solarplay.net

For return requests and instructions to return any products, please contact at shopify@solarplay.net

After-sale Service Contact

Email: shopify@solarplay.net

We hope you love what you've ordered! But just in case you're not 100% satisfied, we've made the return process super easy.

Return and Refund:

SolarPlay is committed to providing return services to all customers. Currently, this service is available in the country of purchase.

If you have made your purchase directly from the SolarPlay official store, you have the authority to request a return or refund.

However, if you purchased the item from SolarPlay distributors, please adhere to their respective return policies. For further information, please contact your distributor.

Please note that return and refund policies may vary according to local laws and regulations.

Order Cancellation:

We accept order cancellation before the product is shipped or produced. If the order is cancelled you will get full refund. We cannot cancel the order if the product is already shipped out.

30-Day Money-Back Guarantee

SolarPlay offers a 30-day money-back guarantee for goods purchased directly from solarplay.net. We are confident that you will love your new SolarPlay product. However, if you are unsatisfied for any reason, please let us know within a 30-day period. Once we receive the product and confirm its condition, we will refund the full purchase price. To return an item, please contact us via email at shopify@solarplay.net to get the return address. (Due to the time difference, our response may not be immediate. We will get back to you within 24 hours during business days.)

To return your product within the 30-day return policy, please ensure that:

1.You purchased the product directly from solarplay.net.

2.You contact SolarPlay and begin the return process within 30 days from the original shipment date.

3.The product is returned in the original packaging with all materials included, in new or as-new condition.

4.You provide your order number and return label number.

Please note:

If 30 days have passed since your purchase, we cannot offer a refund or exchange.

If you request a return due to reasons other than product quality, you will be responsible for the return shipping costs. The specific fee should be based on the express company you choose.

If you refuse delivery, double the shipping cost may be deducted from your original payment.

For quality issues, we will provide a full refund or a one-time free replacement within 30 days of receiving the item.

Lost / Damaged Products Received

If the product was not delivered or lost, please immediately contact us.

If the product you received was damaged, or if you receive an incorrect or incomplete product, please immediately contact us with proof of videos and/or pictures.

Refund 

For Non-quality issues, refund is provided following the “30 Days Money-Back Guarantee ”.

For quality issues, partial refund may be provided according to the usage time of the device after 30 days of the purchase.

Refund will be processed within 14 business days after the product is returned to SolarPlay warehouse with a refund notification to customer email address.

Note: Please contact us if the refund is not received within 14 business days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at shopify@soalrplay.net .