How do Goodwe and Solis’ service processes work?

What does Libra Energy need from you as a customer?

  • The starting point is the RMA form available on our webshop. Always fill it in as completely as possible. The more information we have about a problem, the better and faster we can help you as a customer. An incomplete or incorrect problem description can lead to a wrong assessment of the situation and unnecessary costs.
  • Based on the information you provide, Libra Energy will process your warranty request. So please provide as much evidence as possible of the defect you have found in advance. Consider:
    • The serial number of the inverter, found on the specification label or in the inverter menu.
    • Physically measured DC and AC readings, including photos.
    • Picture of the error code if it is shown on the display of the inverter, portal or app.
    • String distribution, orientation, brand and type of solar panels.
    • In case of a data logger: its serial number for access to the portal.

What happens if the inverter is defective?

If the RMA form shows that the inverter is defective, we will immediately send a replacement inverter from our stock.

What happens in case of doubt?

If, based on the information provided, we cannot determine whether it can be exchanged within the product warranty, we may choose to take the inverter to our test room first and test it there before sending a replacement inverter. Based on the test results, we will send a replacement or discuss possible repairs. Are there no defects? Then we will send the inverter back.

Costs and warranty

If an investigation shows that the inverter is not defective, the defect is not covered by the warranty or the warranty period of the inverters has expired, we are obliged to charge investigation and handling costs. These costs amount to €95 (excluding VAT). If a repair has to be carried out, the costs are at least €145. Naturally, we will first consult with you before carrying out a repair.

Returning the inverter

Please return the defective inverter to us within 2 weeks of delivery of the replacement inverter. Pack it carefully, preferably in the box of the replacement inverter. Stick the return label supplied with the replacement inverter on the box. If this label is missing, please contact our Technical Support Team and have the RMA number handy. We are also happy to receive any unused ‘spare parts’ in return.