What is your Warranty Policy?

ONETRUEGEM, LLC (which may herein be referred to as "OTGP," "OTGP Solar," "our," "us," "we" and customers as "you") offers warranty support for not only our brands but those by other manufacturers, too.

Our primary product line (excluding fundraising items) includes warranted support beginning:

• On an order’s actual shipment date when purchased on the Internet.
• On the date an item is purchased from a local store, retailer, trade-show or similar in-person sale.

If we are unable to provide warranty support or if a product is discontinued, we will offer the closest product of that kind, if available, or a refund. The amount of a refund is determined on a case-by-case basis.

• For products by OTGP Solar Energy:

Our warranty covers manufacturer defects, elemental and accidental damage; the duration of that warranty varies for each product. One repair or replacement will take place during the warranty period and that repair or replacement is not further warranted.

While no out-of-service warranty is offered, customers with troubleshooting questions, regardless of a product's warranty period, may contact us for assistance at any time. To view specific product warranty information, read a product's description page or its operation guide.

If shipping components to us is required during the warranty period, we pay for shipping both ways (to and from a customer). We will determine whether shipping is necessary for warranty fulfillment. When required, customers may be asked to:

• Pay for shipping using a specific method and receive 100% reimbursement or
• Have packing material sent to the customer to return merchandise at no additional charge

• For products by other manufacturers:

A warranty is typically limited to manufacturer defects. Customers will be required to send affected components to its manufacturer. Some manufacturers for products we support are located outside of North America.

Customers are responsible for shipping fees incurred for shipping products to a manufacturer other than OTGP Solar Energy; those manufacturers may or may not offer reimbursement or prepaid expenses for warranty service.

For certain products not manufactured or bearing our name brand, for an additional fee at the time of order placement, our warranty can be utilized as an alternative to a manufacturer's standard warranty; if offered, the option will exist on a product's description page in our storefront prior to the checkout process.

If our warranty is elected for an additional fee, it replaces the original warranty, not aggregate to it; this means customers are afforded the benefits of receiving warranty support from us, including prepaid shipping expenses or reimbursement and protection against manufacturer defects, elemental and accidental damage for the same duration as a product's standard warranty period.

After the duration of that warranty has expired and out-of-warranty repair or replacement service is necessary, since we do not offer out-of-warranty repair or replacement, the product's manufacturer can offer support but may charge a fee, including but not limited to labor, parts, and shipping.

What is your Return Policy?

For products with a return policy, all customers, domestic and international, have 45 (forty five) days from the actual shipment or in-person sale date to return merchandise. We do not assess restocking fees under any condition.

• Non-defective Merchandise

  Customers are responsible for shipping fees associated with returns where no material defect exists; this means when a product is functional but not necessarily compatible with something customers own, the customer pays to return a product to us. We will refund the cost of products and applicable sales tax only, not original or return shipping expenses.

  If at any time within the applicable return period a customer becomes dissatisfied with a product, contact us and explain the problem. If it is necessary to return merchandise to us, we will notify the customer where to ship the return.

• Defective Merchandise

  Where a material defect exists upon arrival, we will fully refund affected components, including applicable sales tax and original shipping fees. Reimbursement of shipping fees incurred for sending defective merchandise to us is determined on a case-by-case basis.

What is your Warranty and Returns Policy for orders placed on other Websites (i.e., Amazon.com)?

Warranty and Returns information is stated for each product sold outside of onetruegem.com; if that product does not have warranty and/or returns information then no warranty or returns policy applies.

We can, however, be contacted at any time for assistance for any product we sell, regardless when it was purchased, as long as the product was lawfully obtained from us and/or a vendor we provide items for sale through.