Legal Information

Damage Policy,Claims & Support.

Review our guidelines on transit damage inspections, reporting timeframes, warranty claims, and hardware replacement procedures for your solar equipment.

Legal

Damage Policy

Last updated: August 2026. This policy outlines how Solor handles equipment transit damage, component inspections, warranty claims, and hardware replacements for our solar systems.

01Transit Damage

Solor ensures all solar panels, inverters, and mounting hardware are securely packed before dispatch. However, damage can occasionally occur during transit.

Customers or designated contractors must inspect packages upon delivery. Any visible outer packaging damage, tears, or crushed boxes must be noted on the carrier delivery receipt immediately.

We take full responsibility for goods damaged during shipping provided the issue is documented and reported in accordance with our guidelines.

02Reporting Window

To process any claims regarding broken glass, cracked panels, or dented inverter casings, strict timelines must be followed:

Transit damages must be reported within 48 hours of delivery
Hidden or internal mechanical damages must be reported within 7 days
Clear photographic or video proof of the damaged hardware is required
Original bill of lading and delivery notes must be preserved
Late reports exceeding these windows may lead to claim rejection

03Inspection Process

Once a damage claim is submitted through our portal, our support team initiates a structured verification workflow:

Evidence review

Our technical team evaluates uploaded photographs and documentation within 24 to 48 hours.

On-site assessment

For complex system components or heavy installations, an authorized technician may visit the property.

Carrier coordination

We coordinate directly with logistics partners to establish accountability for mishandled freight.

Resolution approval

Upon verification, a replacement or repair ticket is instantly authorized and scheduled.

04Warranty Claims

Manufacturing defects or performance failures emerging post-installation fall under our manufacturer-backed equipment warranties.

Warranties cover hardware malfunctions, premature degradation, and internal electronic faults, provided the setup was installed by certified Solor technicians.

Damages caused by natural disasters, lightning strikes, severe neglect, or unauthorized third-party modifications are strictly excluded from warranty coverage.

05Replacement Policy

Approved damaged items will be replaced with identical or upgraded specifications at zero additional shipping cost to the customer.

Replacements are dispatched on priority, and our field crew will manage the safe swap of the faulty hardware during regular service hours.

For any damage inquiries or to register an urgent claim, please navigate to our Contact page or reach out to your designated project manager.