1. Call 1-760-962-8031 extension 103 and ask for Gina Martinez (The service center assistant manager). Please be prepared to provide the following information :

• The model number of your Trace or Heart branded product.
• Whether or not your Trace or Heart branded product is under warranty or out of warranty.
• Describe the problem that you are having with your Trace or Heart branded product, and if you can, please explain what may have caused the problem.
• Your name, phone number and the address that you wish to have the product shipped back to, once the repair has been completed.
• If you have the serial number available, please provide this information.

2. Once you have provided the above requested information, you will be issued a Return Authorization number or (RA) number.

• Please write the RA number on the outside of the box that you are shipping your Trace or Heart branded product in. Please Note : Your Trace or Heart branded product must be shipped to us, in its original box or "equivalent". "Equivalent" meaning a box which has an edge crush rating which is equal to or greater than the weight of the product being shipped. The product must also be protected with at least 2 to 3 inches of cushioning on all sides. The use of newspaper, shredded paper, styrofoam peanuts, bubble wrap and other such items are not recommended for use as cushioning material, as they are easily compressed and may result in damage to your product. Although boxes meeting the above specifications are quite durable, they are not meant for multiple round trips. Should a product arrive in a box whose integrity appears weakened, you will be advised of the box's condition and a new box will be made available to you at cost. UPS will not insure packages that are shipped from us that do not meet their requirements for packaging, so as a result we will not be able to insure your product for the return trip unless it is sent in a suitable box.
• When shipping your Trace or Heart branded product, it is recommended that you purchase insurance that will cover the value of the product that you are shipping.
• If you are sending your Trace branded product for warranty repair, please send a copy of your purchase receipt, so that we may verify warranty eligibility.
• Once your product arrives, it will be inspected for damage and you will be notified if any damage is detected so that you may file a claim with UPS.

3. Examination of your product will typically occur within 48 hours.

• If your product qualifies for warranty repair : The repair of your product will begin as soon as possible. We practice a first in, first out policy. This means that product that has arrived for repair prior to yours will be repaired first. Whereas your repair has priority over product that arrives after yours. There may be times where a delay may occur in the repair of a customer's product due to an unforseen event such as the unavailability of parts, should this occur, we will move to the next product in line and will begin those repairs. Repair of the delayed product will resume as soon the needed parts arrive.
• Please note : We do our best to keep a well stocked supply of replacement components, but due to unforseen circumstances (such as unsual demand) there may be times where a replacement component may be out of stock, should this occur, we will do our very best to obtain the component as quickly as possible.
• Once the warranty repair has been implemented your inverter will be shipped back to you at no cost as per your Xantrex warranty agreement. The only exception to this would be the above mentioned packaging requirement should it become neccesary.
• Upon receiving your product please inspect it for any damages which may have occured during the return shipment so that we may file a UPS claim for you.
• If your product is not under warranty : Following testing and diagnosis, which will typically occur within 48 hours, you will be contacted and provided with an estimate for repair. Once you have given us your approval for the estimate, the repair will begin as soon as possible. We practice a first in, first out policy. This means that, product that has arrived for repair prior to yours will be repaired first. Whereas your repair has priority over product that arrives for repairafter yours. There may be times where a delay may occur in the repair of a customer's product due to an unforseen event such as the unavailability of parts. Should this occur, we will move to the next product in line and will begin those repairs. Repair of the delayed product will resume as soon the needed parts arrive.
• Please note : We do our best to keep a well stocked supply of replacement components, but due to unforseen circumstances (such as unsual demand) there may be times where a replacement component may be out of stock, should this occur, we will do our very best to obtain the component as quickly as possible. Once your non-warranty repair has been implemented, you will be contacted for payment information. We accept Master Card, Visa, Discover, American Express, personal check, or certified funds. At this time we do not accept COD payments. As soon as payment has been made, your inverter will be shipped back to you at standard UPS rates unless otherwise specified. The only exception to this would be the above mentioned packaging requirement should it become neccesary.

4. All warranty and non-warranty repair work includes a 90 day parts and labor warranty on the specific repair that was performed by Solar Home.

• The 90 day warranty does not cover any failure which is unrelated to the repairs that were performed by Solar Home.
• Solar Home will not reimburse for loss of time, inconvenience, loss of use of product, or property damage caused by these products or their failure to work, or any other incidental or inconsequential damage, including personal injury. This warranty does not cover, defects resulting from normal wear and tear ( including chips, scratches, abrasions, discoloration or fading ) due to usage, accidents, damage during shipping to or from our service facility. Nor does it cover failure due to biological infestation, alterations, unauthorized use or repair, neglect, misuse, abuse, failure to follow instructions for care and maintenance, fire, flood, and Acts of God.

5. Solar Home' standard in house repair rate is $60.00 per hour.

• There is a minimum fee of $30.00 for any work performed, including testing and diagnosis. So it is important that you make sure that the problem that you are having is due to the product itself and not an associated component and or environmental factors such as fuses, cables, batteries, generator, altitude, temperature etc. Please be sure to speak directly to the service manager, Mr. Ray Boggs so that he may assist you in determining the cause of the problem that you are having before sending your Trace branded product in for repair. You may reach him at 1-760-962-8031 Ext. 102.
• Although the repair of your in-warranty Trace or Heart branded product is covered by Xantrex, testing and diagnosis where these procedures result in no problem found is not covered. In this case you will be responsible for a minimum labor fee of $30.00 to $120.00 plus shipping and handling charges to return your product. Again, if you would like assistance in determining the cause of the problem that you are having, please contact Mr. Ray Boggs a 1-760-962-8031 Ext. 102