Warranty Contacts for Our Manufacturers
The Right Contact in Case of Damage – At a Glance
Every manufacturer has its own process for warranty claims—its own contact channels, deadlines, and documentation. So you don’t have to search for a long time in an emergency, here you’ll find the right contact person for every brand in our product range, as well as the most important steps for processing a warranty claim at a glance.
Contact
Warranty
Warranty Claim Process (RMA)
Required Documents
Shipping & Processing
Contact
Warranty
Warranty Claim Process (RMA)
Anker SOLIX offers a structured 4-step support process: 1. Reporting the issue: Send a description of the problem and the serial number to the support email, or contact a local technician. 2. Remote diagnosis: Technicians attempt to resolve the issue remotely. 3. Device replacement: If necessary, a new device is shipped from the European distribution center and the defective device is collected.
Required Documents
For an RMA request, we need the following information from you: 1. Proof of purchase (invoice or receipt) 2. Product model and serial number 3. Detailed description of the fault, product photos (if applicable)
Shipping & Processing
Special Notes
1. Balcony power plants: Under German law effective May 2024, balcony power plants must be registered in the MaStR (Marktstammdatenregister) of the Federal Network Agency. A separate registration with the local grid operator is not required. 2. Smart meters: Some models are only compatible with certain solar energy storage systems (e.g. Solarbank 2 and 3), not with the E1600 series.
Warranty Claim Process (RMA)
Required Documents
Shipping & Processing
Contact
Warranty
Warranty Claim Process (RMA)
Procedure: Contact the Deye service center by phone or email. Deye decides, based on the inspection results, whether the product is repaired or replaced (new or refurbished parts may be used).
Required Documents
Please have ready: Product serial number (S/N). Original purchase invoice or receipt. System configuration details (e.g. number of modules per string, grid voltage/frequency). Fault description (error code, photo, or other information about the fault).
Shipping & Processing
Special Notes
Special notes/precautions: Excluded from the free warranty are, among others: Unauthorized disassembly or opening of the housing. Transport damage. Improper installation or commissioning (e.g. incorrect polarity when connecting DC and AC, loose wiring causing damage). Failure to follow the operating manual, installation guide, or maintenance instructions. Force majeure (lightning strike, power surge, storm, fire, etc.). Service outside the warranty period: For products outside the warranty period, Deye charges a service fee (including parts and labor). Registration and support: We recommend registering an account and connecting your devices via the Deye Cloud app to enable remote monitoring and troubleshooting.
Contact
Warranty
Warranty Claim Process (RMA)
For end customers or specialist retailers: You will receive a return label from us for inspection.
Required Documents
Required documents (invoice, serial number, photos, etc.)
Shipping & Processing
Contact
Warranty
Warranty Claim Process (RMA)
If you have a warranty or statutory warranty claim, please inform go-e in writing without delay and describe the defect. If the complaint is justified, go-e is obligated to carry out or arrange the repair or replacement as promptly as possible. If you return the defective product to go-e in a justified case, go-e bears the resulting costs. If it turns out that the device needs to be replaced, you waive ownership of the previous device as of the date of return, and the new device simultaneously becomes your property. This transfer of ownership also applies if a device is replaced as a goodwill gesture outside the warranty period under reduced conditions. If a justified defect claimed within the warranty period concerns a permanently installed charging station, go-e will send you a replacement unit and cover up to a total of 70 euros of the electrician's costs incurred for uninstalling the defective charging station and installing the replacement device. Please provide proof in the form of an invoice in any case. For safety reasons, the removal of an allegedly defective, permanently installed go-e product may only be carried out by a qualified electrician. Before removing the product, always contact go-e's technical customer support and wait for their decision on how to proceed. Repairs may only be carried out by the manufacturer, go-e. For repairs not carried out by go-e, no claim for cost reimbursement exists under the manufacturer's warranty or statutory warranty.
Required Documents
The manufacturer's warranty and the statutory warranty only apply if you provide proof of purchase showing the purchase date.
Shipping & Processing
Special Notes
4. If improper storage, use, or installation/assembly by you or your installer causes damage to the product, or in the case of other technical defects caused this way, the warranty and statutory warranty become void. In this case, you bear the shipping costs. This applies in particular if the product is operated with a special adapter not manufactured by go-e GmbH, or used for a purpose other than that specified by the manufacturer. 5. The warranty and statutory warranty also become void in the event of any modification or opening of a go-e product, or if, in the case of a permanently installed charging station, there is no proof of installation by qualified specialist personnel (e.g. a commissioning certificate). 6. go-e GmbH makes all reasonable efforts to operate all free digital add-on services as described in the products' user manuals, including but not limited to app and cloud functions. However, go-e does not guarantee that these will always function error-free, be fully available, and operate without interruption. go-e provides no warranty, guarantee, or assurances for these digital add-on functions, but strives to offer, within a reasonable time and free of charge, a workaround or update to fix errors or resolve disruptions after you notify us. Your notification can be made by phone during go-e business hours, by email to office@go-e.com, or via the contact form on the go-e website. go-e is entitled to apply restrictions for fixing errors/disruptions and/or workarounds, and to postpone fixing errors/disruptions until an update is released. To fulfill this obligation, go-e GmbH is entitled to suspend the digital add-on services due to planned or unplanned maintenance work, which is why go-e does not guarantee that the digital services are fully available at any given time. 7. The colored CORE/PRO silicone tag is merely a design element and has no effect on functionality; damage to or loss of this tag is not covered by the manufacturer's warranty. 8. Claims arising from the warranty or statutory warranty are governed exclusively by Austrian law, excluding conflict-of-law rules, in particular the UN Convention on Contracts for the International Sale of Goods (CISG).
Warranty
Warranty Claim Process (RMA)
Report the issue to our customer service first. We forward your request to Growatt. Once Growatt confirms the fault, a repair is carried out, or — if that's not possible — a replacement, for which we submit an RMA request.
Required Documents
Please have ready for your request: invoice, a specific fault description, the correct serial number (SN), and photos of the fault.
Shipping & Processing
Special Notes
Below are some example notes on possible special requirements: - You should monitor battery systems (including chargers/dischargers and batteries) via the Growatt monitoring platform. Without monitoring, the battery's warranty period may be reduced to 3 years. - Install the battery within 3 months of delivery if possible. - We advise against a standalone capacity expansion for some battery systems. Please note that these are examples only — the specific requirements can vary by product. The applicable Growatt warranty terms in effect at the time are decisive.
Contact
Aftersales
End Customer
Warranty
Warranty Claim Process (RMA)
Overview of the RMA process: To ensure fast and efficient service, Haier provides replacement parts in advance depending on the order value (0.5% of the order value). Cases such as DOA can be resolved quickly using these replacement parts. For system issues or faults during operation, you contact your installer, who should then report the issue remotely: 1. Interrupt the installation (in case of DOA or critical issues) 2. Collect and document evidence: - Photos / videos - Serial numbers - Error logs - System name and system details - Wiring diagram / connection diagram 3. Report the issue to the dealer and Haier technical support. Most cases can be resolved remotely or possibly with a single on-site visit. An on-site visit without sufficient time for technical analysis is therefore not recommended. Installers should keep defective parts until collection is arranged. A detailed explanation of the entire RMA process is available in the document linked above.
Required Documents
Collect and document evidence: - Photos / videos - Serial numbers - Error logs - System name and system details - Wiring diagram / connection diagram
Shipping & Processing
Special Notes
Installers or authorized dealers must be trained before installing Haier Energy products, in order to avoid installation errors and commissioning delays.
Contact
Warranty
Warranty Claim Process (RMA)
For end customers or authorized dealers: Most issues can be resolved remotely. For direct distribution partners, defective devices can be replaced with new ones, with Hoymiles covering the shipping costs.
Required Documents
Required documents: invoice, serial number, photos, etc.
Shipping & Processing
Warranty
Warranty Claim Process (RMA)
If you have a defect, please contact our customer service directly — we'll find a solution together.
Contact
Warranty
Warranty Claim Process (RMA)
The dealer you purchased the product from is responsible for customer service. If the dealer is no longer active or unreachable, you can present the contract between you and the dealer as well as photos of the disputed product (barcode, nameplate) instead.
Warranty
Warranty Claim Process (RMA)
Once all photos are available, they are reviewed internally at LUXEN. After a comprehensive analysis, you'll receive our report and the analysis results.
Required Documents
As soon as the damage occurs, please send us all required photos: PI number, labels with serial number, as well as the front and back of the panels. Please also send photos of the entire project; we need to analyze the environment.
Shipping & Processing
Contact
Warranty
Warranty Claim Process (RMA)
The process should be that the respective specialist installer contacts my-PV directly. This saves the wholesaler the work and makes the process quicker and more direct. Important: never disassemble the device before you've agreed this with support.
Required Documents
Serial number of the affected device Commissioning date, ideally with proof of invoice A system description (which inverter, feed-in meter, heating element) Fault description (ideally with screenshots of the status page, photos of the error message) Screenshots of the settings made on the My-PV device Address in case a replacement is necessary
Note
You can find the warranty documents for our own-brand products directly with the respective product in the shop (e.g. as a download on the product page). More detailed information on contact persons and the claims process will follow shortly.
Warranty
Warranty
Warranty Claim Process (RMA)
For a warranty claim, please contact our customer service directly — we'll take care of the process with Phaesun.
Required Documents
By email: invoice number, serial number, photos, fault description, system description, installation date, fault date, video (if available), firmware.
Shipping & Processing
Warranty
Warranty Claim Process (RMA)
For the RMA, please provide the following details: 1. Serial number (SN): 2. Mixed use (old and new batteries) or not: 3. Inverter model: 4. Installation scenarios (e.g. attic; stairwell; shed; storage room; garage; basement): 5. Application scenarios (e.g. self-generation & self-consumption; backup power; peak shaving; energy trading): 6. Contact information (address, postal code, phone number) 7. Photos of the entire battery, the swollen area, and the serial number 8. If possible, please send us the log data (history and event). To do this, use the BatteryView software (info: then install the BatteryView software, link: https://drive.google.com/file/d/13EEKUusCzz71nKON4fYrR_sSdSe1B5tI/view?usp=drive_link, following the instructions in the attachment.)
Required Documents
Required documents (invoice, serial number, photos, etc.)
Special Notes
Registration requirements: Solarman for the Force series and all SN Service partner: Effekta
Contact
Warranty
Warranty Claim Process (RMA)
Please send us the battery's serial number as well as photos and a detailed description of the defect. Our customer service reviews the case together with Pytes and gets back to you with a response. If Pytes ships a new battery, Pytes covers the shipping costs for it. You bear the cost of shipping the defective battery to the Pytes warehouse in the Netherlands.
Required Documents
Serial number, photos, and detailed description
Shipping & Processing
Special Notes
For case registration, please send all information about the defective battery to our support team; the details are recorded in the system. Regarding service partners, we currently have no repair partners in Germany.
Warranty
Warranty Claim Process (RMA)
Contact Ruuvi
Required Documents
Photos of the circuit board
Shipping & Processing
Contact
Warranty
Warranty Claim Process (RMA)
Please report defects via the contact form; devices will be replaced.
Contact
Warranty
Warranty Claim Process (RMA)
If you're an installer, contact your distributor first; if they can't resolve the issue, you can contact us directly. If you're an end customer, please contact your installer first to resolve issues.
Required Documents
Serial number, photos, etc. — further details can be found in the attachment.
Shipping & Processing
Special Notes
Products have a standard warranty period. Registering with SolaXCloud can extend the warranty. You can find the exact details in the warranty terms.
Contact
Warranty
Warranty Claim Process (RMA)
Submitted to us via specialist dealers. Please contact the support of the company you purchased the product from first.
Required Documents
See the online form for submitting a complaint
Shipping & Processing
Contact
Warranty
Warranty Claim Process (RMA)
For monitored systems, no additional documents are generally required; however, further information may be requested during the analysis (e.g. photos of voltage measurements). For non-monitored systems, the following information is typically required: electrical system plan (number of strings, number of MPPT inputs on the inverter, number of modules per MPPT), configuration (module arrangement, orientation, position of the optimizers in the string), photos of the roof/installation, PV module and inverter datasheets, type of module wiring, purchase date of the Tigo product, and invoice/proof of purchase. Contact Tigo Support first if you have a (suspected) defect. After the problem description and system number (for monitored systems) are provided, an analysis is carried out to determine the cause. If a confirmed warranty case exists, Tigo ships a replacement device. Devices replaced without prior coordination with Tigo Support are excluded from the warranty. Tigo covers the shipping costs for the replacement device; other costs (travel, labor, etc.) are not covered. RMA guide: support.tigoenergy.com – RMA guide (opens in new tab)
Required Documents
Warranty documents: tigoenergy.com/downloads (opens in new tab) In a warranty case, Tigo Support first reviews the case technically. Depending on the case, serial number, proof of purchase or installation, system information, photos, measurement values, or other technical information may be required.
Shipping & Processing
Special Notes
A separate registration of individual optimizers is generally not required. For monitored systems with CCA/TAP, installation and operating data are visible in the monitoring. For non-monitored systems, proof of purchase or installation generally serves as the basis for the warranty review. Tigo Monitoring / EI Portal: ei.tigoenergy.com (opens in new tab) Please note that the final assessment is always made on a case-by-case basis by Tigo Support, and the official warranty terms are decisive.
Contact
Warranty
Warranty Claim Process (RMA)
Create a so-called "Module Claim" in the claim portal. Enter all serial numbers of the affected modules along with the evidence (photos, description). Trina then analyzes the case and gets back to you with the result.
Contact
Warranty
Warranty Claim Process (RMA)
For a warranty claim, contact your point of purchase first. Victron Energy decides at its own discretion on repair, replacement, or (partial) credit for the defective product. If the product is replaced, the defective device becomes the property of Victron Energy; new or refurbished parts may be used. The warranty period is not extended by repair or replacement — it continues for the remaining term, but at least 6 months.
Required Documents
Proof of purchase showing the purchase date; for battery warranty claims, proof of correct usage is also required.
Shipping & Processing
Special Notes
Excluded from the warranty are, among other things: reversed battery polarity, inadequate connections, mechanical shock or deformation, contact with liquid or condensation, unsuitable environments (dust, corrosive vapors, humidity, heat, pest infestation), lightning strikes, as well as damaged or loose connection terminals. The product must not have been opened, modified, or repaired by anyone other than Victron Energy or an authorized repair center. Repairs on products outside the warranty period receive a 6-month warranty on the repair itself. Dutch law applies (excluding the UN Convention on Contracts for the International Sale of Goods).
Contact
Warranty
Warranty Claim Process (RMA)
https://www.votronic.de/technischer-support/ → fill out RMA request (automated)
Required Documents
Serial number / invoice number / photos (ideal but not mandatory)
Shipping & Processing
Special Notes
Outside the warranty, Votronic offers a paid repair service (opens in new tab).
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Can't find your manufacturer or still have questions? Our support team will be happy to help—you can reach us by phone at 08721 91994-00 or simply via our contact form.