After Sales Service
Our after-sales support ensures the reliability and long-term performance of our solar panels and solar inverters. Below, we outline our warranty terms, claim process, technical support, and maintenance responsibilities.
Warranty Policy
We offer limited warranties for different product categories:
Product
Warranty Coverage
Performance Guarantee
Warranty Inclusions:
- Structural integrity of solar panels, including glass, frame, and junction box.
- Power output degradation beyond the guaranteed efficiency over time.
- Inverter failure due to internal component defects, manufacturing faults, or circuit board failure.
- Operational issues related to factory-calibrated settings, firmware errors, or embedded software glitches.
Warranty Exclusions:
- Incorrect installation: If the product is not installed by a certified solar technician following IEC/UL/NABCEP standards.
- External damage: Cracks, impact damage, or discoloration due to hail, storm debris, or animal interference.
- Grid-related issues: Overvoltage, grid instability, or phase imbalance affecting inverter function.
- Unauthorized modifications: If inverters have been opened, circuits altered, or panels repainted/coated.
- Natural disasters: Damage from lightning, floods, earthquakes, and extreme weather beyond operational limits.
- Battery-related issues: Inverter failure due to improper battery selection, deep discharge, or mismatched voltage levels.
Warranty Claim Procedure
Step 1: Contact Our Support Team
Send an email to [Judy@longinewenergy.com] or call [+86 15050687706], including:
Invoice or purchase receipt.
Product serial number & model number.
Description of the issue, photos/videos, and error codes (for inverters).
Step 2: Remote Diagnostics & Initial Troubleshooting
Our technical team will remotely assess system logs and guide you through standard troubleshooting.
For inverters, we may request access to the monitoring system (if available) for data analysis.
If a physical fault is suspected, we will recommend local service or initiate the return process.
Step 3: Return & Repair/Replacement
Solar Panels: If output degradation is beyond warranty limits, the panel will be tested under IEC 61215 & IEC 61730 standards before approval for replacement.
Solar Inverters: Units must be shipped to our authorized service center for inspection and repair. Turnaround time: 10-30 business days.
Shipping Costs:
Covered by us if the defect is verified under warranty.
Paid by the customer if the issue is due to installation errors or external factors.
Technical Support & Troubleshooting
We provide professional technical assistance through:
Remote Support
Firmware upgrades & software configuration: Resolving inverter connectivity and parameter settings.
Performance analysis: Evaluation of MPP tracking efficiency, grid synchronization, and voltage fluctuation reports.
System integration support: Assistance with SCADA systems, third-party energy meters, and EMS platforms.
On-Site Assistance
Available for select commercial and utility-scale installations.
Conducted through certified local service partners.
On-site diagnosis is subject to service fees if not covered under warranty.
Preventive Maintenance Responsibilities
To maintain system efficiency, clients must adhere to these maintenance protocols:
Solar Panels
Visual Inspections (Every 6 Months): Check for cracks, discoloration, and loose wiring.
Cleaning (Every 3-6 Months): Use deionized water and non-abrasive cloths; avoid high-pressure washers.
Performance Testing (Annually): Compare real-time output with historical data.
Solar Inverters
Dust & Heat Management (Every 3 Months): Ensure proper ventilation and clean air filters.
Firmware Updates (Annually): Check for manufacturer-released upgrades.
AC/DC Connection Inspection (Annually): Verify terminals and tightening torque according to IEC 60364 standards.
Failure to perform recommended maintenance may void the warranty in certain cases.
Return & Refund Policy
Returns are only accepted for defective products. Non-defective items are not eligible for returns unless agreed in advance.
Return Window: 7-30 days from the purchase date (varies by product category).
Refund Processing Time: 7-14 business days upon approval.
Restocking Fee: Up to 20% for opened products.
Custom Orders & Special Configurations: Non-refundable.
Shipping & Logistics for After-Sales Service
Authorized Logistics Partners: DHL, FedEx, UPS, and EMS for warranty returns.
Packaging Requirements:
Solar panels: Must be shipped in original wooden crates with anti-static wrapping.
Inverters: Must be packed in ESD-compliant boxes with foam protection.
Customs & Import Regulations: Customers are responsible for import duties and local clearance fees in their country.
Compliance & Legal Disclaimers
All after-sales services comply with IEC 61215, IEC 61730, IEC 62109-1, and IEC 60364 standards.
Warranty terms are non-transferable and apply only to the original purchaser.
Disputes will be resolved under the governing laws of [China/Applicable Region].