Claims

We are sorry that a product purchased from us has caused your claim. We will do the very best to find a quick and fair solution.

The best and fastest solution is to fill in directly the form of the manufacturer whose product you need to claim. If you need any assistance or have other problems do not hesitate to fill in our form in right bottom corner.

The manufacturer warranty does not cover mechanical damage.  Below you can find some examples of mechanical damage mostly caused by transportation or wrong handling of the goods. If your case is mechanical damage you need to claim the transportation.

Bad packaging

What is your claim about?

Before submitting a claim please make sure you are claiming the correct cause.

Please make sure that during the takeover of the good you check the following:

  1. Packing without any visual damage

  2. If the supply is matching your order

  3. To get international CMR (bill of delivery)

  4. If the damage is visible you need to note it in the CMR, inform us and take pictures of the defect. Otherwise we cannot proceed with insurance

Please send us a detailed description of your claim including order number, invoice number and a copy of CMR and pictures if relevant according to your claim via the form in right bottom corner.

if youR claim IS not related to transportation follow the instructions below

Inverters

Inverter manufacturers take care of the claims themselves. For the fastest resolution submit the claim directly on the manufacturer’s website. 

Before submitting a claim, please make sure you are not claiming mechanical damage which is not covered in the manufacturer warranty.

To claim a SolarEdge inverter you need to sign in to your Monitoring portal. In case you don’t have an account yet, please follow the instructions here.

Step 1: Problem description 

Document as much as possible. This makes it easier to find the cause of the problem:

  • Describe the problem
  • Name of the site
  • Serial number of the defective product
  • Photos of the problem

Step 2: Contacting SolarEdge

  • Go to the service portal
  • Connect to SolarEdge web Support Site
  • Select if you are System owner or Installer

SolarEdge Support

 

Step 3: Case is created

  • The support team will check your information and utilize the monitoring data to analyze the problem
  • If the support team confirms a defective component you will receive an RMA number

Step 4: Replacement

Step 5: Refund

To claim a Fronius inverter you need to send the claim to Fronius SOS portal.

solaxPower

In case of any issues with SolaX inverters please contact SolaX Power EU Service Department and make sure to include all the necessary information.

Inverter data including:
  1. Product model
  2. Product serial number
  3. Failure code
  4. Failure comment

Documentation including:
  1.  Valid warranty certificate
  2.  Detailed information about the entire systems (e.g. system schematic)
  3. Documentation of previous claims/exchanges (if applicable)

In the CEE region the company TERMS (authorized service partner SMA) is taking care of the claims. In case you are not from the CEE region contact SMA Germany.

To claim a Huawei inverter fill out the online claim form on their website.

To claim a KACO inverter fill out KACO online form.

abb

To claim a ABB inverter fill out ABB online form.

Tigo

To claim a Tigo products please contact Tigo support and make sure to include all necessary information.

  1. Model number of the defective Equipment.
  2. Serial number of the defective Equipment.
  3. Detailed description of the defect.
  4. The Tigo system ID number.

Solar panels

The process for claiming defective solar panels is the same for all module manufacturers.   

 

  1.  Fill out the module claim form 
  2. Submit the claim through the contact form on the bottom of the  page or through our resolution center 
  3. Don’t forget to attach the proforma invoice, photos of the defect and the claim form from the first step
Phono Solar