Refund policy
RETURN & REFUND POLICY
Last updated: April 2026
We stand behind every kit we sell. If something isn't right, we'll make it right — no runaround, no fine print.
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30-DAY RETURN POLICY
We accept returns within 30 days of your delivery date, no questions asked, provided the item is:
• Unused and in its original condition
• Returned with all original components (panel, power bank, cables, carabiners, and guide)
• In its original or equivalent packaging
To start a return, email us at info@whitebrotherselectricsupply.com with your order number and reason for return. We'll respond within 24 hours with return instructions and a prepaid return label.
Refunds are processed within 5–7 business days of receiving your return. Your refund will be issued to your original payment method.
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DEFECTIVE OR DAMAGED ITEMS
If your kit arrives damaged or stops working within 30 days of delivery, we will ship you a full replacement immediately — no need to return the defective item.
To report a defective or damaged item:
1. Email info@whitebrotherselectricsupply.com within 30 days of delivery
2. Include your order number and 1–2 photos of the issue
3. We'll confirm your replacement shipment within 24 hours on business days
You keep the defective item. We cover all costs. No return shipping required.
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ITEMS NOT ELIGIBLE FOR RETURN
The following are not eligible for return or refund:
• Items returned after 30 days from the delivery date
• Items showing signs of use, damage caused by misuse, or missing components
• Items purchased as final sale or at a promotional discount marked non-returnable (we will always make this clear at checkout)
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WRONG ITEM RECEIVED
If you receive the wrong item, contact us at info@whitebrotherselectricsupply.com within 7 days of delivery. We will ship the correct item immediately and arrange pickup of the wrong item at our cost.
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RETURN SHIPPING
For eligible returns (unused, within 30 days): we provide a prepaid return label. You do not pay for return shipping.
For defective or damaged items: no return shipping required. See above.
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LOST OR STOLEN PACKAGES
If your tracking shows delivered but you haven't received your package, contact us within 7 days. We'll work with the carrier to locate your shipment. If the package cannot be recovered, we will reship your order at no cost.
We are not responsible for packages delivered to an incorrect address provided at checkout.
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TWO-PACKAGE SHIPMENTS
Your Backcountry Solar Kit ships in two separate packages — one for the solar panel and one for the power bank. Both are covered equally under this return and refund policy. If either package arrives damaged or is missing, contact us and we will resolve it at no cost to you.
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MANUFACTURER WARRANTIES
Beyond our 30-day return window, your kit components carry the following manufacturer warranties:
• INIU 20,000mAh 45W Power Bank: 3-year manufacturer warranty — the longest in its category
• BigBlue SolarPowa 28W Panel: manufacturer warranty against defects in materials and workmanship
We'll help you navigate the warranty claim process for either component if you run into issues after the 30-day window. Just email us and we'll point you in the right direction.
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CONTACT US
Questions about a return or your order? We're here.
Email: carter@whitebrotherselectricsupply.com
Response time: within 24 hours on business days
White Brothers Electric Supply LLC
We're a small team and we actually read every email.