Frequently Asked Questions

Returns are accepted on a case-by-case basis. To start the returns process, you will need to contact BigBattery at [email protected]. Please let the team know what your issue is in as much detail as possible. Provide images and video to help our team provide you a solution as quickly as possible. Once received, we will begin working on building out the details of your request. If you have received the wrong item and need an exchange, please contact our Customer Service Team at [email protected].

New and Unused Product

Returns on Used and Installed Product

All requests for return on used and installed products begin with technical support troubleshooting. This process must be completed before an RMA is approved. Please contact our Technical Support Team at [email protected] to begin a technical support ticket for your return. The unit must be fully functioning and have all original accessories and packaging. The unit will be subject to further inspection to ensure it is working and in a resellable condition.

You can always contact us for any return questions at [email protected].

International Returns

Any customer that lives outside of the continental US is considered international at this time. This includes Alaska, Hawaii, and the US Territories. Returns for these customers will be slightly more difficult for larger items and may require special handling. Unfortunately, BigBattery will not be responsible for any additional charges for these special circumstances. If it is deemed that a product is DOA, defective from the manufacturer, or mishandled by BigBattery, BigBattery will work with the customer on making the situation right. Parcel items that can be returned via USPS, UPS, or FedEx ground will be the easiest to handle. Larger and heavier items that will need to be returned via freight may only be returned through FedEx freight at this time. BigBattery is not responsible for any brokerage fees, customs, and duties on any orders, including replacement and warranty orders. Please note, that items sent back without an RMA acceptance status will not be accepted.

In the case that you experience an issue with the functionality of your product, BigBattery offers in-house technical support. BigBattery’s Tech Support Team will troubleshoot with you to diagnose issues remotely via phone, email, or even video if needed.

To begin the process of triage, please call (818)280-3091 or send an email to [email protected].

You will begin with a general information gathering session with our Tier 1 support. A support ticket will be created on your behalf compiling all details. Our Tier 2 teams will deep dive to determine the root cause. Additional information from you may be required, such as, system setup images, voltage readings, alarm codes, notes, documents, videos, etc. If a resolution is not achieved a further escalation to our Tier 3 teams will occur. After presenting all documentation and the symptom persists, an RMA will be accepted for return to BigBattery.

The RMA Department will send you a return shipping label as well as instructions on how and where to send your return. Please note, that items sent back without an RMA acceptance status will not be accepted. Once your return has been received, testing by our Tech Team will commence. After the root cause is defined, our RMA Team will reach back out to you with those results and the next steps for your resolution.

If you have any questions regarding the process or concerns regarding your specific situation, feel free to reach out via phone at (818) 280-3091 or via email at [email protected].

The equipment sold by BigBattery is designed by the manufacturer to be installed only by licensed, trained, and insured solar and electrical installation professionals. We strongly advise the customer to seek the assistance of such a professional to exclusively perform the implementation of any of these products, and we make no warranty of the purchaser’s safety, the success of equipment implementation, or compliance with local codes and regulations. BigBattery disclaims all warranties, expressed or implied, including but not limited to, any implied warranty with respect to the accuracy or completeness of the information they disseminate, and/or fitness of the materials sold for a particular purpose. Some of the used or grade B titled equipment sold may not include a manufacturer’s warranty. No warranty may be created or extended by sales or promotional materials on these items.

If you experience a defective unit, please reach out to BigBattery’s team for assistance in reaching out to the manufacturer.

Warranty claims may be denied for any of the following reasons:

If you receive damaged goods, it is always best to take possession of delivery versus refusing and having it shipped back to us. This could cause more damage to items as well as taking a risk that the product may or may not be in stock to replace your refused shipment at time of delivery or refusal. Refused shipments are subject to a restocking fee of 20%. Shipping may not be eligible for refund on refused shipments. If at any point during the receival of your delivery you have a question or a concern, do not hesitate to reach out to our Customer Support team by phone at (818) 280-3091 or by email at [email protected].

Key Points to Know for In-Store Pickup

All orders must be completed before local pickup can be processed. No pickups on unpaid quotes will be facilitated.

Pickup availability will be notified by BigBattery. Please do not show up without confirmation that your order is ready. We can not guarantee service if the pickup is not prepared.

Product responsibility and liability are transferred to the customer through your signature upon pickup. BigBattery does not accept responsibility or liability for any damage, transportation, or otherwise, after this transfer.

Local pickup is available at our Chatsworth, California location for customers who live in the area or wish to mitigate the cost of shipping for heavier items/large orders. This can be selected upon checkout and completion of your order. Pickup appointments will be scheduled by BigBattery only for the customer within 24 hours of your order’s confirmation. All orders must be picked up from BigBattery within 8 business days from the time of purchase. Once scheduled, you must immediately notify BigBattery of any changes to your appointment. If you are unable to arrive within 15 minutes of the scheduled time, you must notify BigBattery to coordinate a rescheduled appointment time. This ensures we are not creating delays for the next scheduled customer.

If your order contains any backordered items, we will schedule a pickup for those specific items at a later date. If you do not wish to make 2 pickups for your order, a shipping quote can be provided.

Customers are required to provide a copy of their driver’s license and order confirmation upon arrival. A copy of your license will be scanned and attached to your packing slip for verification. Please note, that California sales tax will be collected on all pickup orders unless a California sales tax exemption is on file. On-site payment options are available by cash or check. If paying with a credit/debit card, payment must be made prior to the pickup. All orders must be complete before local pickup can be processed. No pickups on unpaid quotes will be facilitated.

Product responsibility and liability are transferred to the customer through your signature upon pickup. BigBattery does not accept responsibility or liability for any damage, transportation, or otherwise, after this transfer.

For Large Pickups (Solar Panels / Palletized Orders)

For palletized orders, we will not load into: cars, sedans, RVs, or toy haulers.

Please ensure your vehicle can handle your pickup. Standard bed trucks are under 78” long. Most solar panel pallets will be 72” – 84” long with a 48” width and a 40” – 54” height. Please ensure the weight and height requirements of the load are met by the truck and that the wheel hubs in the bed of the truck are taken into consideration when measuring. Our team will use hand packaging and palletizing tools to help ensure that the load is secured according to freight shipment standards. However, we highly recommend you bring additional strapping to secure your load.

If you have purchased a product from BigBattery, one of our customer care features is US-based, in-house technical support. At any point after your purchase you find yourself encountering a technical issue, please reach out to BigBattery with your order number ready.

To receive the quickest and most successful troubleshooting, we suggest sending an email including: a detailed synopsis of the issue, images/video of the problem during its occurrence, and inverter/charge controller settings if applicable.

Be sure to include images of:

Please photograph the voltmeter readings from the terminals on the inverter and specify what you are testing.

Send your email to [email protected] and one of our representatives will reach out to you.

By working with BigBattery you will be given the tools to grow your business in ways that you may not even realize. Our team of experts will be able to provide hands-on training, system design, and marketing strategies that can help you and your business reach the goals that you have set for yourself. We have outlined a three-tier system to provide a clear and comprehensive path to success in the solar industry. As an installer progresses to higher tiers, they will keep the benefits of the previous tiers in addition to the new tier when applicable.

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