Shipping, returns and warranty

Shipping

Canada: free shipping Canada-wide on products under 110 lbs. Shipping on products over 110 lbs is charged to the customer or cost shared. Please contact us to discuss shipping on larger, high-value products.

Solar panels: we do not ship rigid solar panels because of their size and fragility. They are available for pickup at our Milton shop or delivery we arrange with you. EcoFlow portable and foldable solar panels ship for free.

Pickup: free pickup at 348 Bronte St S, Unit 21, Milton, monday to friday, 9 am to 5 pm. We will email you when your order is ready.

Tracking: every shipped order gets a tracking number. We often insure shipments, which requires a signature on delivery.

Returns for a reason other than a manufacturer's defect

We offer a 120-day return policy for reasons other than a manufacturer's defect. The product must be returned at the customer's expense, in its original packaging, with all accessories, in new and perfect working condition. Products are inspected and tested before a refund.

A 5% restocking fee is deducted from the refund, plus 3% if the product was paid by credit card, which is the card processing cost. In total, a return for any reason other than a manufacturer's defect is refunded less 8%. The deduction can be higher if the product is damaged or not in new condition.

Manufacturer defects and warranty

There is no cost to you to return a product with a manufacturer's defect under warranty. We manage the warranty process with the manufacturer on your behalf, which speeds up replacement. As a stocking dealer we can often replace a product right away.

Larger inverter and battery systems may need in-depth diagnosis, remote or on site, which we handle case by case. Either way, we manage the warranty process for you.

Warranty by manufacturer

• EG4: 10-year warranty on batteries and inverters (parts or full product replacement). 3 years on accessories.
• EP Cube 2.0 (Canadian Solar): 10-year warranty on batteries and the inverter and gateway (parts or full product replacement). 3 years on accessories.
• EcoFlow: 5-year replacement warranty on hardware and software or firmware issues, not pro-rated. We handle EcoFlow warranty claims for you directly with EcoFlow.
• Volthium: warranty terms vary by model. Ask us, or see the product page.
• Solar panels: product and performance warranties differ by manufacturer, and proper installation keeps them valid. We are experienced installers and make sure your panel warranty is protected.

Warranties do not cover damage or misuse. Ask us for the specific exclusions on any product.

Special orders and back orders

Most of what we sell is in stock. Products we need to order in are marked Special order on the website. If a back order happens with our supplier, we will tell you the expected date. For products under $3,000, if we cannot supply a back-ordered product within 21 business days, you can choose a full refund. For products over $3,000, please call us first to confirm availability.

Questions

Call 905-462-6525 or email sales@truoffgrid.com with any questions on product specifications, installation, certifications or warranty.