Returns Policy

Customer satisfaction is our top priority. To ensure your case is processed as quickly as possible, please read the specific case instructions outlined below and contact our returns team for further instructions at ussy.returns@baywa-re.com.

Quick-Reference

Inspect upon Delivery

• Check everything when it arrives. Note all damage, shortages, or incorrect items on the delivery receipt.
• If you cannot inspect thoroughly at delivery, mark delivery receipt “PENDING INSPECTION.” If it’s not written on the receipt, it will not be reimbursed.
• Report damaged/incorrect items within 7 business days.

Unwanted or Mis Ordered Returns

• Return uninstalled items in original packaging:
• 60 days for most products
• 30 days for battery/storage
• End-of-life or special-order items are not eligible for returns
• Return Authorization (RA) required. RAs close after 21 days.
• Customer pays return shipping and a 15% restocking fee.
• Items must be complete with all original materials.

Wrong, Missing, or Extra Items

• Report within 7 days.
• Provide photos and item/serial numbers.
• Once confirmed, replacements ship next business day.
• Temporary invoice may appear but will be fully credited after return.

Damaged or Lost Items

• Delivery receipt must show damage or “pending inspection.”
• Claims require photos and documentation.
• For lost items: note missing products on carrier paperwork and email us immediately.
• Replacements sent 2 days after report of loss.

Refunds

• Issued after inspection and approval.
• Original shipping is non refundable unless BayWa was at fault.
• No refunds on end of life products.

Inspecting Product Upon Delivery

It is the customer/consignee’s responsibility to thoroughly inspect all products at the time of delivery and note any shortages, damages, or incorrect items on the delivery receipt.

Important:

• If shortages or damages are not clearly noted on the delivery receipt, BayWa will not be responsible for reimbursement.
• Inaccurate products must be reported within 7 business days of delivery. Reports made after this timeframe will not be eligible for reimbursement.
• If you cannot inspect thoroughly at delivery, mark delivery receipt “PENDING INSPECTION”

We will make every effort to send replacements promptly; however, timing may vary depending on the situation, the time of notification, and the completeness of the information provided.

Please click here for a delivery inspection checklist to use as a guideline for inspecting deliveries.

General Policy

1. Return of Unwanted or Mis-ordered Product

We want you to be completely satisfied with your purchase. Unless otherwise stated at the time of purchase, uninstalled products may be returned in their original packaging within 60 days of the shipment date.
Exception: Battery/Storage products have a limited 30-day return policy.

Order Approval and Return Policy

Customers are solely responsible for reviewing and approving all orders prior to submission. Once an order has been approved through email confirmation or webstore purchase, the customer assumes full responsibility for any subsequent return transactions.

• All approved orders that are returned are subject to a 15% restocking fee.
• Customers are responsible for all associated return shipping costs.

Return Authorization (RA) Required

Before returning any product, you must obtain a Return Authorization (RA) from BayWa r.e. Returns without a valid RA number cannot be processed and will be sent back to the customer at their expense. All RAs will automatically close 21 days after the date of issuance if the return has not been completed.

Please have the following information ready when requesting an RA:

• Sales Order number
• SKU and quantity
• Photos of the product (serial numbers needed for PV, batteries, string inverters)
• Reason for return
• Requested action (replacement or credit)

Packaging Requirements

When shipping products back to our warehouse:

• Ensure all products are neatly stacked, properly secured to the pallet, and wrapped with protective covering (banding and stretch wrap).
• For boxed products, return items 100% complete, including:
• Original manufacturer boxes with UPC code
• Packing materials
• Manuals, blank warranty cards, accessories, and any documentation included in the original shipment

Fees and Responsibilities

Please note:

• All returns of unwanted or mis-ordered products will incur a 15% restocking fee.
• The client is responsible for return shipping arrangements and charges and assumes all risk of loss or damage during transit for returns, exchanges, or replacements.

2. Reporting Issues

Any inaccurate shipments (mis-ships, short ships, over ships), damage or loss must be reported within 7 days of delivery to qualify for a refund. If the items are not received within 21 business days, the RA will automatically close, and you will be responsible for the charges for these items.

Receipt of Incorrect Product

If the product listed on the packing slip does not match what you received, please have the following information ready before contacting BayWa r.e.:

• Photos of the incorrect product, including the item number and/or serial number sticker
• Quantity of incorrect items received

Once this information is provided, we will conduct an inventory check of the requested product to confirm the mis-ship. If verified, replacements will be shipped the following business day.

Temporary Invoice Notice

Please note that a temporary invoice will be created for the incorrect items. This invoice is issued solely for inventory purposes to generate a Return Authorization and will not affect your account standing. Once the items are received and inspected by our warehouse, we will issue full credit for this invoice.

3. Claims and Documentation

To receive a refund for any damaged or lost material, you must provide proper documentation.

• No refund will be issued if the delivery receipt is not marked with exceptions or pending inspection at the time of delivery. NO EXCEPTIONS.
• Claims for damage or loss require supporting documentation and photos.
• Failure to provide timely documentation will result in denial of the claim.

To Report Damaged Product

Please have the following ready before contacting BayWa r.e.:

• Photos of the damaged product
• Photo of the serial number for the damaged product
• Copy of the delivery receipt noting damage

For Product Lost in Transit

Please make sure to:

• Report lost product to the carrier at time of delivery by signing the carrier’s paperwork indicating the missing product
• If you cannot inspect thoroughly at delivery, mark delivery receipt “PENDING INSPECTION”
• Send us an email with documentation immediately to ussy.returns@baywa-re.com

Most lost product is found within two days. If your product is not found after two business days, we will send a replacement immediately. If you need the product before the two-day window has expired, it is your responsibility to pay for the expedited shipping.

4. Refund Conditions

• Refunds will only be processed after returned items are inspected and approved.
• Original shipping costs are non-refundable unless the return is due to our error.
• Refunds are not available on end-of-life product.