Shipping, Returns, Damages and Claims Policy

All quotations and sales are FCA Seller’s point of shipment unless expressly stipulated otherwise in writing by Seller. Customer shall pay all transportation charges in addition to the price of the products purchased. The risk of loss or destruction of, or damage to the products shall be on Customer from and after tender of the products to Customer or carrier, whichever occurs first. Seller shall have no liability to Customer for any delay caused by the company shipping the product(s) to Customer.

Shipment and/or delivery dates are merely estimates and failure of shipment and/or delivery by the estimated date will not constitute grounds for charge back, setoff, or other damages or clams of damages against Seller. Consistent with industry custom and practice, Seller will deliver the products to the specified address even if there is no one there to accept or sign for the products, unless Customer instructs Seller otherwise in writing. Customer agrees to pay all costs of re-shipment or re-delivery.

Order Inspection & Verification

Although we and our vendors work hard to ensure that each order is accurately checked, correctly packaged, and properly shipped, issues with shipments do arise occasionally. There are several steps Customer can take in order to help reduce the risk of error.

Customer shall exercise reasonable and timely diligence in discovering and reporting to Seller any damage or shortage in materials and parts. Claims for missing parts, damage in shipping and/or requested returns must be submitted in writing to Seller within 30 days after delivery to Customer. Shipping packaging is not weatherproof. Thus, proper storage of packages is required. Customer agrees they have read the Seller Return Policy.

• Before signing for a delivery, it is Customer’s responsibility to inspect the delivery for correct item count and condition. Look for the following:
• Torn or punctured cardboard or stretch wrap.
• Broken or crushed corners.
• Broken pallets.
• Module stacks that shifted on the pallet.
• Missing “Do Not Stack” pyramids on module pallet.
• Verify that the Packing Slip matches the items received in the shipment. If the driver will wait, we also recommend opening the shipment and inspecting items.
• Note any discrepancies in item count and any item damage on Delivery Receipt and inform the driver.
• If possible, take photos of the shipment before signing Delivery Receipt.
• Since most freight carriers will not wait, verify items received as soon as possible. Do not wait until you begin your project to verify items received match what was ordered as you may lose your right to file a claim.

The process for reporting order discrepancies varies based on what the issue is. By following the steps laid out below, Customer can ensure that claims are processed in the most efficient manner possible. Please direct any questions not covered below to one of our Return Material Authorization (“RMA”) specialist listed at the end of this document.

Reporting Order Issues

For Shipping Damage:

• After inspecting the order, immediately write a description of the discrepancy on the Delivery Receipt and inform the driver.
• Note: If damage is not recorded and brought to the driver’s attention, the carrier will not honor any damage claim.
• Please also indicate on the Delivery Receipt if the driver was unable or unwilling to wait to allow an inspection of the items within the shipment.
• After noting all discrepancies, please sign for the delivery. If damage to the shipment is substantial, please contact Fire Mountain Solar at 360-422-5610 for instructions. If you are unable to reach our office, proceed with signing and receiving product.
• Before a ‘Freight Damages’ claim can be filed, you must collect the following:
• Pictures of the damaged packaging and product.
• Serial numbers for when applicable, such as damaged modules and inverters.
• A copy of the Delivery Receipt and Bill of Lading.
• A copy of the Packing Slip and Invoice.

Contact our office within 48 hours at 360-422-5610, or via email (include photos) at [email protected] to notify us of the issue.

In general, Customer is responsible for filing the freight claim. However, Fire Mountain Solar will assist you in identifying the appropriate steps to take to file the claim.

• Once the claim is filed, please wait to be contacted by the shipping carrier or for the damage inspection.
• Note: For a successful inspection, all original packaging and damaged product must be maintained until the claim has been settled.

For Overage, Shortage, or Missing Items:

• After inspecting the order, immediately write a description of the item count discrepancy on the Delivery Receipt and inform the driver.

■ Note: Unshipped items will not appear on the Packing List and will automatically be shipped to the address on the order as soon as product becomes available. It is not necessary to submit a Claim for these items.

• For any overage, shortage, or missing item issues please file a claim by contacting Fire Mountain Solar within 15 days of receipt.

Returning Product – Seller Return Policy

After receiving written authorization from Fire Mountain Solar to return materials, one of our RMA specialists will assist with the return of any undesired product.

• Note: Certain items are non-returnable, including:
• Custom ordered items that are non-stocking items.
• Non-stocking items that are drop shipped directly from the manufacturer.
• Final sale items that are closeout, discontinued, or obsolete.
• Please return your items to the address provided in your RMA. To expedite claims processing, email the tracking number for your return to our RMA department at [email protected]..
• Please do not return any product without prior written authorization provided by the RMA Department.
• Note: We will pay for return shipping only if the order issue was due to an error caused by Fire Mountain Solar.
• Once we have received and inspected the return, we will credit Customer’s account for the original purchase price minus restocking fees (if applicable) and original shipping charge (if applicable). If the error was caused by Fire Mountain Solar, the original shipping fee and return shipping fee will be refunded.
• If the return is not due to our error, a restocking fee will be charged at the following rates:
• Domestic returns are subject to a flat 20% restock fee.
• International returns are subject to a flat 35% restock fee.
• Note: Credit will not be issued for returned product that is not received in resalable condition.

Cancellation Policy

Orders are processed quickly so it’s important to contact us as soon as possible. Any paid and processed order canceled prior to shipment is subject to a 5% cancellation fee. If order has shipped the Merchandise Return Policy applies.

Merchandise Return Policy

No returns will be accepted without prior authorization and must include the Return Authorization (RA) number. Any product that is returned must be brand new, in excellent condition and packaged in the original manufacturer’s carton with all corresponding hardware and documentation. Returns must be shipped with prepaid freight and insured via the carrier of your choice to arrive back at the address provided by Fire Mountain Solar within 15 days of delivery. The value and cost of replacing any items missing (e.g. parts, manuals, etc.) will be deducted from the refund.

All returns of new and unused products are subject to a 20% restocking fee.

If you have any questions regarding our merchandise return policy please call us at 360-422-5610 or email Customer Service at: [email protected]

Return Procedure

1. Fire Mountain Solar will make appropriate adjustments, at their election, for new and unused parts returned within 30 days of delivery.
2. Before returning an item you must have a Return Materials Authorization (RMA) number. To obtain an RMA number, call us at 360-422-5610 or email Customer Service at: [email protected]
3. Upon approval of a return and the issuance of a return authorization (RMA), you may return your equipment to the company upon the following conditions:
   1. Carefully prepare the equipment for return. Use the original packaging (required if product is new and unused), if in good condition. If not (for warranty returns only), then use appropriate packaging to protect all materials and parts.
   2. Include all parts. Missing parts, if not reported to Fire Mountain Solar as part of the original claim, will be back charged.
   3. Note any damaged or missing parts at the time you make your claim and in the shipping container.
   4. Include the RA number on the shipping label.
   5. Contact Fire Mountain Solar to discuss return shipping and delivery.

Customer Credits

1. Upon return of the equipment, Fire Mountain Solar will inspect the equipment and determine the resale value.
2. The value may be reduced by the replacement cost of missing or damaged parts not reported in your claim. Not available for refund
3. a) Shipping charges will not be refunded unless an error was made by Fire Mountain Solar in shipping. b) Installed items;
4. Cost of customizing, or custom, parts;
5. Custom and special-order equipment is subject to manufacturer return policies and may not be returnable. If manufacturer will allow a return of special order or custom products, Fire Mountain Solar will assess a 10%
6. restocking fee over and above any manufacturer restocking fees;
7. Items returned beyond 30 days of original delivery.
8. Within 2 weeks of return of your equipment Fire Mountain will offer a refund, credit, exchange, consignment, or a combination of these compensations up to the full market value of the equipment as returned, less any fees for restocking, damage or missing part.

For questions about these policies or procedures, please call our customer service center at 360-422-5610 or email us at welcome(at)fmsolar.com