This Refund, Return & Cancellation Policy applies to solar, battery storage and solar + battery packages purchased from Solaris Power Inc. (“Solaris Power,” “we,” “us,” or “our”) through solarispower.ca, by phone, or through a written quote. Every package is custom-designed, permitted and installed at your property, so it is not a standard retail product that can simply be returned. Please read this policy before placing an order.
Nothing in this policy limits any rights you have under Ontario consumer protection law. If this policy conflicts with that law, the law applies.
1. How Your Order Is Confirmed
An order placed on our website is a request to purchase. After you order, our team contacts you to complete an assessment of your roof, electrical system and property. Most assessments are done remotely using satellite imagery and photos you provide; if needed, we will schedule an on-site visit. Your order becomes a binding agreement only when we confirm it in writing after the assessment and you accept the final installation agreement (your “Confirmed Agreement”).
We may decline or cancel any order before it becomes a Confirmed Agreement, including where a price, product description or availability on our website was listed in error.
2. Deposits and Payments
The deposit amount and payment schedule are set out in your Confirmed Agreement. Payments by e-transfer or cheque have no processing fee. Credit card payments are invoiced separately and carry a 3% processing fee, which is non-refundable except where a full refund is required by law.
3. Cancellation by You
Before your assessment: You may cancel at any time before your assessment for a full refund of any amount you have paid.
Statutory cooling-off period: If your agreement was signed somewhere other than our place of business (for example, at your home), you may cancel it for any reason within 10 days after you receive your written copy of the agreement. We will refund all amounts paid as required by Ontario consumer protection law.
After your Confirmed Agreement (and after any cooling-off period): You may cancel before installation begins. Because design, permitting and equipment ordering begin as soon as your agreement is confirmed, we will refund the amounts you have paid, less:
- An administrative cancellation fee of 10% of the package price
- Assessment, system design and engineering costs incurred
- Permit, inspection and utility application fees already paid
- The cost of equipment already ordered that cannot be returned to our supplier, or any supplier restocking fees on equipment that can be returned
- Any labour already performed
If these amounts are more than what you have paid, the difference is payable by you. Where you have paid the full cost of equipment that cannot be returned, that equipment will be made available to you.
After installation has started: Once installation work has begun at your property, the agreement cannot be cancelled, and the full package price is payable in accordance with your Confirmed Agreement.
4. Cancellation by Solaris Power
We may cancel an order or Confirmed Agreement before installation begins if the site is not suitable for the package, including because of roof condition or structure, electrical service capacity, shading, local by-laws, or permit or utility connection refusal, or if the equipment becomes unavailable. Where possible, we will first offer you a revised quote or equivalent equipment. If we cancel, we will refund all amounts you have paid for the package.
5. Site Conditions and Additional Work
Package prices assume a standard installation. If the assessment identifies additional work, such as an electrical panel or service upgrade, roof repairs, structural reinforcement, trenching or long wire runs, we will provide a written change order before any additional work is done. If you choose not to accept the change order, you may cancel and receive a refund of the amounts you have paid, less a $350 system design fee.
6. Returns
Installed systems and installed equipment cannot be returned. Equipment defects and installation issues are covered by the manufacturer warranties and our workmanship warranty, as described on our Warranty page. Removing, relocating or reinstalling a system after installation is a separate, paid service.
7. Scheduling and Delays
Installation timelines are estimates. Delays caused by permits, utility approvals, inspections, weather, equipment supply or other circumstances outside our reasonable control are not grounds for cancellation without fees or for a refund. Your Confirmed Agreement will state a target installation date or season, which may be later in the year if you choose to book in advance (for example, booking in winter for a spring installation). If installation has not begun within 180 days after that target date for reasons within our control, you may cancel for a full refund of the amounts you have paid.
8. Rebates, Incentives and Financing
Rebate, grant, incentive and financing approvals are decided by third parties. We do not guarantee approval or the amount of any rebate or incentive, and a denial or change is not grounds for cancellation without fees or for a refund. Cancellation of third-party financing is governed by your lender’s terms.
9. How to Cancel
To cancel, send us a written notice that includes your name, address and order number by email to info@solarispower.ca, or by any other method that confirms delivery, to Solaris Power Inc., 20 De Boers Dr, Suite 511, North York, ON M3J 0G7. Your cancellation is effective on the date we receive your notice.
10. How Refunds Are Issued
Approved refunds are issued by e-transfer, cheque or to the original payment method, within 30 days of the effective cancellation date, or sooner where required by law.
11. Contact Us
Questions about this policy? Contact Solaris Power Inc. at 647-492-3688 or info@solarispower.ca.