How does the service process for defective solar panels 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 inaccurate problem description can lead to a incorrect 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:
    • What is the brand and model of the panel?
    • What is defective?
    • Possibly a screenshot from a portal or app.
  • Libra Energy will also need additional evidence to submit a claim to the manufacturer. We are counting on you to take some photos during the panel replacement and share them with us:
    • An overview photo of the front of the defective panel.
    • A photo of the measured open terminal voltage (Voc) at sufficient irradiation. Preferably both the measurement and the serial number clearly legible in the picture.
    • A photo of the ID-data of the panel with the serial number clearly legible.

What solutions can we offer?

We differentiate based on the size of the claim. All claims up to 5 panels will be resolved by Libra Energy without the intervention of the manufacturer. Larger claims will require us to involve the manufacturer at the very first steps.

Cases up to 5 panels:

  • Libra Energy will strive to provide a suitable and appropriate panel as a replacement. If we can send a replacement panel, we will invoice it with an ample payment period to allow you time to swap the panels and take the aforementioned photos.
  • If a swap proves impossible due to size or specifications, we will offer a credit.
  • If the panel is 5 years old or less, we will issue a credit invoice equal to the original retail price. If the panel is older than 5 years, the amount to be credited will be calculated based on the remaining lifetime of the solar panel.
  • In exceptional cases, it may not be possible to provide the necessary photos. Libra Energy will then determine on a case-by-case basis what the solution will be.

Cases of 5 panels or more:

  • With larger cases, Libra Energy aims to provide panels for replacement through the manufacturer. However, this is not entirely within our control.
  • Libra Energy will make a request to the manufacturer. This mostly requires the same information as described earlier. It is likely that the manufacturer will also ask for additional information, measurements and photos. This varies per manufacturer and per case.
  • Compensation for consequential damages, lost revenue, transportation costs and installation costs are rarely paid by the manufacturer.