100% Customer satisfaction is our goal! (Really, we mean it!)
We will try hard to make you happy, though there are limits that we have to set to stay in business. We are not a big-box chain store with lots of smiley-faces (even if we smile a lot!). We simply cannot afford to take back items any time a customer would like us to. The other side of that is that you, the customer, are very important to us, and our size allows us to spend time with you one-on-one to help resolve your renewable energy questions and issues. You can always give us a call to discuss what the right product is for your particular application. We used to rely on the reasonableness of our customers, until some turned out to be decidedly unreasonable. For that reason we have outlined our policies below, so you know in advance what you can expect from us. We continue to be very reasonable, so please do not hesitate to talk to us in case you have a problem.
Terms of Sale
Payment in full is normally due before we ship out any items. For special order items we expect 50% to be paid at the time of your order. We reserve the right to extend credit when we believe this to be appropriate, the terms for credit are net 30 days. In case of an overdue account we charge 1½% interest per month of the outstanding balance. All merchandise and title to the property remains with Solacity Inc. until payment has been received in full. Items are normally shipped FCA/FOB Ottawa, Ontario, Canada.
Returns or Cancellations
We try hard to keep our prices low, to give you, our customer, the best deal we can. That means we have to set limits to returns and cancellations. If we do not, we would have to raise prices considerably. With that in mind, we hope that you take your time and determine exactly what items you need before placing an order. This applies especially for the Aurora wind inverters, while they work very, very well, they are not exactly plug-and-play items. For that reason we provide plenty of information on this Web site, and you can always give us a call before placing an order. We only sell new items, and that means we can normally not accept items back that were sold through mail-order. There simply is no good way for us to determine beforehand if an item is in new, sellable condition. Your opinion of what that means may very well be different from ours. The harsh business reality is that to make up for the loss of a single inverter that cannot be sold as new, we would have to sell a full pallet load of inverters. Clearly that is not sustainable for us as a business. Hence this policy of making it your responsibility to know what you need before you buy it. To make life easier for you and us, please assume that normally all sales are final. Once you buy it, you own it, it is all yours!
You can bring items back to our place of business, and if they are in new condition we will refund them. If you are absolutely certain that you are going to ship/return something in new condition, and are willing to run the risk that we send it back to you, you can give us a call and we will talk about returning it. Shipping costs for returns and damage risks are always at your expense (both ways if we refuse to accept it). Special orders can never be returned.
As long as an order has not shipped you can cancel it for regular items that we normally stock. Special order items cannot normally be cancelled once you order them. Give us a call though, and we will try to contact our suppliers to try and halt the order.
All products carry full manufacturer warranty which varies for each product category and manufacturer. Refer to the manufacturer's warranty information for exact details. After purchase all warranty is provided by the manufacturer or their designated agents, and not by Solacity Inc. Defective products must be taken (or shipped Freight Prepaid) to the nearest Factory Authorized Service Centre to be repaired.
The exception to the above is for the Scirocco wind turbines from Eoltec, for which we are their agent in case warranty repairs are needed. We will work very hard to get your turbine up and running again. Shipping of parts to our business, for repair or replacement, are your responsibility. We will take care of shipping parts back to you. Please note that we are not responsible for anything other than replacement parts. That means any labour, cost of lowering or raising of towers, crane hire, and such, is your responsibility.
At Solacity your privacy is your right, not a privilege! In order to give you the very best service, we collect information about you when you do business with us. Since some of the information we gather is not publicly available, we take great care to ensure that this information is kept safe from unauthorized access and we do not share the information unless required by regulation or law.
Customer information that is no longer needed to manage our business is destroyed. We are required for certain legal, tax and accounting reasons to keep customer information for a period of time following your business dealings with us. If customer information is provided to a third party with whom we have a business relationship (such as shipping companies and customs brokers), we will require that the third party adhere to adequate privacy policies to maintain the confidentiality of customer information and to ensure the reliability and accuracy of such information.
The Information and Privacy Commissioner of Canada oversees the administration of the privacy legislation in the private sector. The Commissioner also acts as a kind of ombudsman for privacy disputes. The Information and Privacy Commissioner can be reached at: 112 Kent Street, Ottawa, Ontario K1A 1H3 as well as by:
All sales, contracts, and agreements shall be governed and interpreted in accordance with the substantive law of the Province of Ontario. Solacity Inc. specifically excludes the United Nations Convention on Contracts for the International Sale of Goods from any transactions.