100% Customer satisfaction is our goal! (Really, we mean it!)

We will try hard to make you happy, though there are limits that we have to set to stay in business. While we will make every effort to accommodate our customer’s wishes, we have to set some rules. This section goes over those rules.

Here are the shortcuts to the sections of our terms and conditions:

• Terms of sale
• Change orders
• Special orders
• Cancellation policy
• Shipping
• Return policy
• Product reviews & ratings
• Sales tax
• Our privacy commitment
• Governing law
• Severability
• Waiver
• Entire agreement

By accepting delivery of any product delivered from Solacity Inc., you (“the customer”) agree to be bound by the terms and conditions listed below. You and Solacity agree that the following terms and conditions are the exclusive terms governing the sales transaction between the customer and Solacity. Any attempt to alter, supplement, modify or amend these terms and conditions by the customer will be considered a material alteration of this agreement and, therefore, are null and void. In addition, these terms and conditions are subject to change at any time, without prior written notice. Therefore, please check these terms and conditions carefully each time you place an order with or accept delivery of any goods from Solacity.

Price, specification, and terms are subject to change without notice. Solacity Inc. is not responsible for errors in pricing, typography, and/or photography. All parts come with original manufacturer warranty and technical support is handled by the respective manufacturers. Solacity reserves the right to refuse service to anyone. An order is not binding upon Solacity until it is accepted

Payment in full is normally due before we ship out any items. For special order items we expect 25% to be paid at the time of your order. We reserve the right to extend credit when we believe this to be appropriate, the terms for credit are net-30 days. In case of an overdue account we charge 2% interest per month (26.82% per annum) of the outstanding balance. In case of payment by cheque a $25 fee will be added to the account any time a cheque is returned to Solacity due to insufficient funds.

Solacity reserves a purchase money security interest in all goods sold, supplied or delivered by Solacity until such time as they have been paid for in full.

You may change your order for standard in stock items, provided that your order has not yet been processed. As noted in a separate paragraph, special orders cannot be changed once we receive your order acknowledgement. If your order has been processed we have the right to charge a 5% fee to change the order. If items have shipped the normal restock fee may apply. Please contact your sales person direct with any changes to be made and please have your order number available.

Many items that we offer are considered special order; they include non-stock items, as well as (but not limited to) those built to order or custom built items. Your sales person should be able to provide you with more details when you place your order.

Lead times for special orders vary, and while we will make every attempt to keep you informed we cannot be held responsible for delays. Some manufacturers will not accept cancellations of special orders for delays in shipping your order.

Most of the manufacturers that we deal with have a cancellation policy that will demand a cancellation fee, if the order is cancelled after they receive our purchase order. Fees can vary and may be as much as 25% of the order. Orders placed for these types of products will require an order acknowledgment from the customer, along with a 25% non-refundable fee for deposit of the product. This amount will be deducted from the total of your order, once the product ships.

We try hard to keep our prices low, to give you, our customer, the best deal we can. That means we have to set limits to returns and cancellations. If we do not, we would have to raise prices considerably. With that in mind, we would like for you to take your time and determine exactly what items you need before placing an order, to minimize the need for cancellations or returns. We are happy to help you with this, just contact us with your questions.

To cancel your order for standard in stock items, please call during our normal business hours and speak with your sales representative or someone in our customer support department. Provided your order has not yet been processed, and your credit card has not been charged there is no fee. If your order has already been processed and your card was charged, there is a 5% cancellation fee deducted from your refund, and for orders that have shipped or otherwise finalized we reserve the right to charge a restocking fee of up to 20%, at our discretion. As noted in a separate paragraph, special orders cannot be cancelled once we receive your order acknowledgment.

Many of our products are custom built, built to order or special ordered items. If you need to cancel an order for any of these products there is a cancellation fee even if the item has not shipped. The cancellation fee will vary depending on the manufacturer but may be as much as 30% of the cost of the item. This fee is the same fee that manufacturers pass onto us for cancelling the order.

Solacity is pleased to offer free shipping on retail orders for items that can be shipped via Courier (UPS/Fedex/CanPar/Purolator, and sometimes Canada Post), and that total at least $200 before tax, shipping to Ontario, Quebec, Manitoba, Saskatchewan, Alberta, British Columbia, Nova Scotia, PEI, New Brunswick, and Newfoundland & Labrador. Sorry, no free shipping to Yukon, Nunavut, and the Northwest Territories.  Grass seed and other lawn-type products (fertilizer for example) is EXCLUDED from free shipping. Sorry! But that stuff is just too heavy and bulky and our margins on it are too modest to ship for free. Truck-freight shipments are unfortunately not free either. We charge cost for those shipments, and a 1% insurance fee for truck-freight to cover shipping damage. The free shipping offer is for retail orders that fall within the criteria mentioned above only. For those with wholesale/dealer accounts with Solacity; those orders are not eligible for free shipping.

Please keep in mind that certain expensive, very heavy, or sensitive items, such as large inverters also have to be shipped truck-freight due to the risk of damage. While couriers will take these 60 – 100 lbs boxes, we know from experience that they often do damage. If you (the customer) feel it should go courier and ship free, let us know, and as long as you are willing to take the risk we can generally work with that (in other words, in the case you assume the risk if there is damage we wish you the best of luck, but you would be on your own).

Solacity will arrange for shipment of ordered product(s) to the customer, Free On Board (F.O.B.)/Free Carrier (FCA) shipping point, meaning title to the product(s) and risk of loss passes to the customer upon delivery to the carrier. Solacity reserves a purchase money security interest in the product(s) until its receipt of the full amount due. The customer agrees to allow Solacity to sign appropriate documents on the customer’s behalf to permit Solacity to protect its purchase money security interest. Solacity will advise the customer of estimated shipping dates, but Solacity will, under no circumstances, be responsible for delays in delivery, and associated damages, due to events beyond its reasonable control, including without limitation, acts of God or public enemy, acts of federal, state or local government, fire, floods, civil disobedience, strikes, lockouts, and freight embargoes.

Please check your order upon receipt! Any discrepancies or issues regarding the goods received should be reported to Solacity within 48 hours of receipt.

Returns are very expensive for any merchant, and they are for us! Please keep that in mind, and please allow us to help you determine what items you need before you place an order. Minimizing returns will help both you and us by keeping our prices low. We understand that sometimes you need to return an item, and we are here to help you with that!

Standard in-stock merchandise purchased through Solacity may be returned within 30 days of the receipt of the product. All returns are subject to a 20% restocking fee. Refund pricing for returns will be based on your invoiced price or the current price for the product, whichever is lower. You will receive a refund or credit towards your account (minus the restock fee), provided the merchandise is returned in the original packaging in new and resalable condition with the original blank warranty cards, manuals, and all accessories. If any component of the returned product is missing, if there is damage or the product has been used, the return procedure is breached and Solacity may reject the return or may choose to impose additional charges for replacement of the missing component.

While you are responsible for the return shipping costs, we are happy to help you arrange for shipping (so you too can make use of the discounted shipping rates we get with various providers). In that case we simply bill you for the actual return shipping costs plus tax.

The sale of clearance, or open-box goods is final. These cannot be returned. For special-order items please contact us to discuss their return. Some special-order items carry higher restocking fees, some cannot be returned. Seeds and other live goods, such as grass seed, is not returnable. Custom built, built to order special-order items are non-returnable: Cables that are made-to-order (or cut-to-order), batteries, fuses, and replacement electronic boards are non-returnable. Replacement boards (for inverters for example) are easily damaged and we do not know what you did with them. We cannot take them back and sell them to anyone else. Once we cut the wires (for battery interconnects, inverter cables, MC4 extension wires, and regular by-the-foot wire) they are yours! Since batteries are easily damaged through improper use we cannot take those back either. You buy ‘m, you own ‘m!

Unless an error was made by Solacity, shipping charges are not refundable. Before returning items, it is necessary to obtain an RMA number for your return. You can request and RMA number by contacting our customer service or sales staff. Once you have been instructed where to return the item you are responsible for shipping charges back to that address. Once issued, RMA numbers are valid for 30 days from the date issued and items must be received in that time frame. RMA cases are automatically closed once the 30 days have passed. Please reference this number in a clear location on the outside of the package when returning product. The customer shall be responsible for the return of any unused product and agrees to use only reputable carriers capable of providing proof or delivery and insurance for the value of the shipment.

The reviews & ratings section of the Solacity website is for the purpose of sharing positive experiences. The reviews section is moderated to ensure accurate and positive reviews. Published reviews are genuine and are not edited or altered by Solacity. Solacity reserves the right to post or remove any reviews at its discretion. The reviews are solely the opinion of the reviewer, and do not express the opinion of Solacity. Solacity makes no claims regarding the accuracy of the reviews.

By posting your review(s), or comment(s) on our website, you give us permission to reprint or use the review in connection with our business. You also are agreeing to the following: (1) The reprint or use of the review will be at our discretion and without compensation; (2) We may use the review with or without any pseudo (pen) name credit; (3) Our right to use the review is perpetual and may be assigned by us; (4) We may use the review locally, nationally or globally and such use may be made in any media, information or communication platform (including Internet advertising) currently in use or later developed; and (5) You and not someone else composed and posted the review.

Other than your pseudo (pen) name, which we may or may not use, your personal contact information will not be disclosed in connection with our reprint or use of your review.

We strive to make product descriptions and the product images reflect the product. However, we cannot guarantee we get it right for every product, and take no responsibility if the description or images do not match the product (please let us know though if you find discrepancies, so we can correct them).

All products carry full manufacturer warranty which varies for each product category and manufacturer. Refer to the manufacturer’s warranty information for exact details. After purchase all warranty is provided by the manufacturer or their designated agents, and not by Solacity Inc.  Defective products generally must be taken (or shipped Freight Prepaid) to the nearest Factory Authorized Service Centre to be repaired, in some cases Solacity will represent the manufacturer as their agent and the product has to be shipped back to us. We will be happy to help you with warranty claims, and to mediate between the manufacturer and you.

Note that manufacturers will generally either fix or replace broken product under warranty. In case Solacity Inc. serves as the manufacturer’s agent and a warranty claim is approved by the manufacturer we offer either a replacement product or a credit-on-file towards future purchases.

Prices quoted for merchandise may not include any applicable provincial, state or local taxes. We ship from a variety of locations, and your order may be subject to applicable provincial, state or goods taxes unless the buyer can provide a valid resale or tax exempt certificate.

At Solacity your privacy is your right! In order to give you the very best service, we collect information about you when you do business with us. Since some of the information we gather is not publicly available, we take great care to ensure that this information is kept safe from unauthorized access and we do not share the information unless required by regulation or law.

Customer information that is no longer needed to manage our business is destroyed. We are required for certain legal, tax and accounting reasons to keep customer information for a period of time following your business dealings with us. If customer information is provided to a third party with whom we have a business relationship (such as shipping companies and customs brokers), we will require that the third party adhere to adequate privacy policies to maintain the confidentiality of customer information and to ensure the reliability and accuracy of such information.

The Information and Privacy Commissioner of Canada oversees the administration of the privacy legislation in the private sector. The Commissioner also acts as a kind of ombudsman for privacy disputes. The Information and Privacy Commissioner can be reached at: 112 Kent Street, Ottawa, Ontario K1A 1H3 as well as by:

All sales, contracts, and agreements are governed by the laws of the province of Ontario and the federal laws of Canada applicable therein without regard to conflict of law provisions and the customer hereby irrevocably attorns to the jurisdiction of the courts of such province with respect to any dispute arising out of or in relation to these Terms. Solacity Inc. specifically excludes the United Nations Convention on Contracts for the International Sale of Goods from any transactions. All actions, regardless of form, arising out of or related to a transaction governed by these Terms must be brought against Solacity within the applicable statutory period, but in no event more than one (1) year after the date of the relevant invoice.

If any provision contained in this agreement is or becomes invalid, illegal, or unenforceable in whole or in part, such invalidity, illegality, or unenforceability shall not affect the remaining provisions and portions of this agreement, and the invalid, illegal, or unenforceable provision shall be deemed modified so as to have the most similar result that is valid and enforceable under applicable Ontario and Canadian Federal laws.

The failure of either party to require performance by the other party of any provision of this agreement shall not affect in any way the first party’s right to require such performance at any time thereafter. Any waiver by either party of a breach of any provision in this agreement shall not be taken or held by the other party to be a continuing waiver of that provision unless such waiver is made in writing.

These terms and conditions, together with Solacity’s invoice respecting the products ordered by Customer, are the complete and exclusive agreement between Solacity and the customer, and they supersede all prior or contemporaneous proposals, oral or written, understandings, representations, conditions, warranties, and all other communications between Solacity and the customer relating to the subject products. This agreement may not be explained or supplemented by any prior course of dealings or trade by custom or usage.