Return & Refund Policy
Refund policy
Thank you for shopping with HQST. Our goal is 100 percent customer satisfaction. But in the event something isn’t quite right, we've made the return process super easy.
Order Cancellation
Customers can cancel transactions any time before HQST begins the shipping process. The shipping process typically begins within 4 hours of placement of the order, so you can cancel the order yourself within 4 hours of placing it. If unable to cancel an order before shipping, please refuse the package if you know the tracking information, you can also contact the HQST Customer Service team for help (please note we cannot guarantee that an order can be successfully cancelled or a package intercepted if it has already been shipped).
Customers can make returns in accordance with HQST’s Return Policy.
HQST 30-Day Return Policy
For returns of products purchased online at hqsolarpower.com customers need to contact HQST customer service within 30 days of receiving the item to initiate the return process. To be eligible for return, items must be in the original packaging unused, undamaged, unmodified, and have a return authorization number provided by HQST. Proof of purchase must be provided by the customer to begin the return process.
Original packing: it should be the original container or covering which is used to package the product, including all accessories, attachments as well as manual, etc.
Return authorization number: customer needs to first contact HQST customer support team for getting the RMA number before returning the order.
Note: Upon receiving your package, we kindly advise keeping the original packaging handy for any potential future needs.
Shipping Costs of Return
Shipping costs for product returns will be paid by HQST under the following conditions:
- Product was damaged during shipping or warehouse handling
- Product defects
- Incorrect product was delivered
The customer is responsible for any return shipping costs when product is returned under any other conditions. Costs vary by shipping location.
HQST does NOT accept returns of items that have been modified in any way. Any modifications will render the HQST warranty null and void. Any modified products returned to HQST will be shipped back to the customer at the customer’s expense.
For approved returns, HQST will provide a prepaid return shipping label.
For returns due to customers' subjective reasons (such as no longer needing to change plans, etc.), within the allowed return window, the shipping cost for returns should NOT be borne by HQST.
Unauthorized returns may result in processing delays, additional fees, or other complications.
To ensure a smooth return process and protect your interests, please request a Return Merchandise Authorization (RMA) before returning any item.
Refunds
For returns related to customer preference (not related to defects, shipping damage, or incorrect items), the return shipping cost will not be covered by HQST. After receiving the returned item, HQST will issue a refund within 7 ~ 10 business days. HQST will notify the customer by email once the refund has been processed. The refund will be processed through your original payment method. It may take some time before your refund is posted on your bank account or credit card statement. If you haven't received a refund within this period, please first check your credit card transaction or bank account again. If the refund isn’t received after 7-10 business days, please contact the HQST Customer Support Team. All returned items will be inspected to ensure they meet HQST’s return policy.
If damage results due to improper handling during the setup or installation, whether it is done professionally or by the customer, the product is no longer eligible for replacement or refund.
If your payment card uses a currency other than USD, the refunded amount may differ from your original order amount due to exchange rate fluctuations. This difference is determined solely by your card issuer and is beyond HQST's control.
To fully resolve this issue, we need your cooperation with the troubleshooting steps. If we are unable to proceed, our refund will be limited to 50% of this product.
Product Return Process
To request authorization for return, contact HQST customer service. Once customers have contacted HQST they will be asked to provide the reason for the return, and a receipt or proof of purchase.
The HQST Customer Service Team will determine whether the purchase is eligible for return. After confirming the order is eligible, HQST will issue a Return Material Authorization (RMA) number and a prepaid return shipping label. The customer must clearly mark the RMA number on the package and include the dated proof of purchase with the product.
For returns made within the 30-day right of withdraw period and returns requested after 30 days of receipt that are unrelated to product defects (such as no longer needing to change plans, etc.), within 14 days after getting RMA, customers should ship out the product to HQST.
For products being returned due to quality issues, which are beyond 30 days’ return period but within warranty period, HQST will provide instructions on how to properly package the product to return it safely. Do not ship the product before receiving the proper shipping safety instructions.
Note: Do not return any items without the RMA confirmation from the HQST Customer Support Team. For returns without RMA confirmation, the refund or replacement will not be processed, and the items will be returned to the sender.
The warehouse does not accept personal drop-offs. Unauthorized returns without prior approval may lead to processing delays, additional charges, or other complications. To protect your rights, please follow the standard return procedure.
Replacement
Damage issue: Within 30 days of placing an order, please provide photos of the damaged product, the packaging, and the shipping label. Once the issue is confirmed by HQST Customer Service, HQST will prioritize a replacement. For assistance, please contact our customer service team or email us at sales@myhqsolar.com. If damage results due to improper handling during the setup or installation, whether it is done professionally or by the customer, the product is no longer eligible for replacement.
Quality Issue: If you encounter a product defect within the warranty period, please email the following information to our support team at sales@myhqsolar.com:
- Multimeter readings (if applicable)
- Your invoice, or the following details: Order number, Proof of purchase
- Clear photos of the damaged or defective product, the product’s outer packaging (including overall condition and any damage), and the shipping label (showing sender/recipient details and tracking number)
- Mailing address
- Contact telephone number
Once reviewed and confirmed by the HQST customer service team, HQST will prioritize your replacement request.
Please note that replacement products can only be sent to the original order's country of purchase, as cross-border reshipping is not currently available.
This policy applies only to HQST products purchased through hqsolarpower.com.
FOR THIRD-PARTY PURCHASE
Thank you for purchasing HQST product from one of our approved third-party vendors. Returns and refunds for purchases made through these third-parties (Walmart, Home Depot, Best Buy, Amazon LLC, etc.) must be handled through the vendor's return policy. HQST cannot assist in third-party returns and refunds. HQST can only offer replacements for products still within the warranty period.
