Refund and Returns Policy

Effective Date: September 14, 2026

Website: https://visibilitysolar.com

1. Overview

At Visibility Solar, we want you to be completely satisfied with your purchase of itel Energy solar products. Because solar equipment (such as inverters, batteries, and solar panels) involves specialized electrical components, we have established a clear and fair return and refund policy to protect both our customers and the integrity of the products we sell.

Please read this policy carefully before requesting a return.

2. Eligibility for Returns

To be eligible for a return, exchange, or refund:

  • Timeframe: You must initiate a return request within 14 days of the date your item was delivered.
  • Condition: Items must be unused, uninstalled, in their original condition, and in their original packaging with all manuals, cables, and accessories included.
  • Proof of Purchase: You must provide your order number and receipt or proof of purchase.

Non-Returnable / Non-Refundable Items:

  • Products that have been installed, wired, or used.
  • Special-order or custom-configured solar kits.
  • Items damaged due to improper installation, misuse, power surges, or failure to follow manufacturer guidelines.
  • Clearance, final-sale, or open-box items (unless marked otherwise).

3. Defective, Dead-on-Arrival (DOA), or Damaged Items

If your itel Energy product arrives damaged, defective, or missing parts:

  • You must notify us within 48 hours of delivery at support@visibilitysolar.com with clear photos and/or a video showing the damage or defect.
  • Once verified, we will arrange for a replacement, exchange, or direct manufacturer support.
  • For hardware failures that occur after installation or initial use, the item is typically covered under the itel Energy Manufacturer’s Warranty. We will gladly assist you in filing and processing a warranty claim with itel Energy.

4. How to Initiate a Return

  1. Email our customer support team at support@visibilitysolar.com with the subject line “Return Request – Order #[Your Order Number]”.
  2. Include the reason for the return and attach photos of the item and its packaging (especially if it is unopened or damaged).
  3. Once your return request is reviewed and approved, our team will provide you with a Return Merchandise Authorization (RMA) number and the return shipping address.
  4. Pack the item securely in its original packaging along with the RMA details.

5. Return Shipping Costs

  • Change of Mind / Customer Error: If you are returning an item because you ordered the wrong size, capacity, or simply changed your mind, you are responsible for all return shipping costs, as well as any safe-transit insurance.
  • Our Error / Defective Item: If the return is due to an error on our part (e.g., we shipped the wrong item) or a verified Dead-on-Arrival (DOA) product, Visibility Solar will cover the return shipping costs or provide a pre-paid shipping label.
  • Restocking Fees: Unopened returns in original condition may be subject to a 10% restocking fee to cover handling and inspection costs.

6. Refunds

  • Inspection: Once your returned item is received and inspected at our facility, we will send you an email to notify you that we have received it and whether your refund has been approved or rejected.
  • Processing Time: If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within 5 to 10 business days (depending on your bank or payment gateway provider).
  • Shipping Fees: Original shipping charges are non-refundable unless the return is a direct result of our error.

7. Exchanges

If you need to exchange an item for a different capacity or model (e.g., upgrading an itel Energy inverter), the fastest way is to return the item you have, and once the return is accepted, make a separate purchase for the new item, or contact our support team to coordinate an exchange differential.

8. Contact Us

If you have any questions or need assistance with a return or warranty claim, please reach out to us: