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.
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:
Packing without any visual damage
If the supply is matching your order
To get international CMR (bill of delivery)
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
- Unpack all received goods (applies especially for modules) and control them during 7 days and share the result with Solarity to have a chance to claim the invisible damages at carriers. Without this we have no chance to have success claim.
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
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.
Customers in Hungary can use e-mail address pv-support-hungary@fronius.com
In case of any issues with SolaX inverters please contact SolaX Power EU Service Department and make sure to include all the necessary information.
- Product model
- Product serial number
- Failure code
- Failure comment
Documentation including:
- Valid warranty certificate
- Detailed information about the entire systems (e.g. system schematic)
- 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.
To claim a ABB inverter fill out ABB online form.
To claim a Tigo products please contact Tigo support and make sure to include all necessary information.
- Model number of the defective Equipment.
- Serial number of the defective Equipment.
- Detailed description of the defect.
- The Tigo system ID number.
Solar panels
The process for claiming defective solar panels is the same for all module manufacturers.
- Fill out the module claim form
- Follow the instructions of this document
- Submit the claim and pictures through the contact form on the bottom of the page or through our resolution center
Don’t forget to attach the proforma invoice, photos of the defect and the claim form from the first step
