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Returns and Warranties

Returns and Warranties
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See Donauer's general conditions

The products sold by Donauer are guaranteed against manufacturing defects by the manufacturer's warranty, and their warranty period may vary, provided they are installed in accordance with the standards in force and with the instructions in the installation and user's manual. The guarantee only unsures the replacement of the material without any additional liability. The guarantee does not cover situations where the materials show damage due to poor handling, mechanical wear, harmful use of the products or deterioration caused by atmospheric factors.

In the event of a manufacturing defect, preferably contact the manufacturer's after-sales technical service, which will be able to speed up the process and the direct replacement of the equipment. We call your attention to the fact that some   manufacturers require product registration on their website , and is sometimes even mandatory to get a free warranty extension. We recommend consulting the warranty terms and checking the need for registration on each manufacturer's website. There is also the possibility of purchasing an extended warranty on a wide range of equipment. If you want to know more about extended warranties, please contact us.

There is also the possibility to   purchase an extended warranty   on a wide range of equipment. If you want to know more about extended warranties, please contact us.

In the presence of a possible fault, fill in and send us the “Technical support and fault detection” form to assess and detect the reason for errors and faults. Through our form, we will try to determine if it is a manufacturing defect of the equipment, or if eventually the failure or damage was caused by the carrier, installer, user or other external causes.

For technical support in detecting errors and breakdowns see

If you wish to request a replacement claim for a product covered by warranty due to a problem detected under warranty, you must follow the process below.

Warranty periods*

Warranty periods*

APSsystems

Warranty periods (in years):

- APSystems Microinverters - base up to 2 years, up to 10 years with registration

- ECU devices - up to 3 years

- APSystems accessories - up to 1 year

SMA

Warranty periods (in years):

Warranty up to 5 years, up to 10 years with registration:

- SMA Sunny island: sixxm-13, sixxh-13

- SMA Sunny boy storage: sbsxx-1vl-10, sbsxx-10

- SMA Sunny boy: sbxx1vl-40, sbxx1av-41

- SMA Sunny tripower: stpxx-3av-40

- SMA Sunny tripower

- SMA Smart energy: stp xxx-3se-4xstorage

Warranty up to 2 years:

- SMA with gateway

- SMA Sunny Home Manager

- SMA DC Combiner

- SMA Energy Meter

- SMA webconnect

- SMA Data Manager M

- Weather station: com-ws-100, com-ws-200

- Other SMA accessories

Standard warranty for all other SMA products - up to 5 years

Kaco

Warranty periods (in years):

- Standard warranty for KACO Blueplanet inverters – up to 5 years

- Standard Warranty for KACO Wall Mount Units: up to 2 years

- KACO blueplanet gridsave 50.0 TL3-S

- KACO blueplanet gridsave 92.0 TL3-S

- KACO blueplanet 50.0 TL3 RPonly

- Standard warranty for all other KACO products - up to 2 years

Kostal

Warranty periods (in years):

- Standard warranty for all KOSTAL inverters up to 20kW - up to 2 years, up to 5 years with registration (up to 30.03.22)

- Standard warranty for all KOSTAL CI Series inverters up to 2 years

- Standard warranty for all KOSTAL inverters up to 20kW - up to 2 years, up to 10 years with registration (from 01.04.22)

- Standard warranty for all KOSTAL accessories - up to 2 years

Growatt

Warranty periods (in years):

- Standard warranty for all GROWATT inverters up to 20KW - up to 10 years

- Standard warranty for all GROWATT inverters >20KW - 5 years

- Standard 1 or 2 year warranty on all other GROWATT products

Huawei

Warranty periods (in years):

- HUAWEI Series SUN2000L1 Inverters – up to 10 years

- HUAWEI Series SUN2000M1 inverters - up to 10 years

- HUAWEI Series SUN2000 Inverters - up to 5 years

- HUAWEI Solar Smart Monitor & Data Logger - up to 2 years

- HUAWEI Smart ACU2000, SACU2000, ACBox2000 - up to 2 years

- HUAWEI Smart PV Optimizer SUN2000P- up to 25 years

Phocos

Warranty periods (in years):

Warranty up to 2 years for the following PHOCOS equipment:

- PHOCOS “CA” and “CM” Load Regulators Series

- FR-B series of refrigerators/freezers

- PHOCOS inverter series “PSW-H” and “PSW-B”

- Standard warranty for all other PHOCOS equipment – ​​up to 5 years

Steca

Warranty periods (in years):

Standard warranty for all STECA OFFGRID equipment – ​​up to 2 years

Extended warranty up to 5 years for OFFGRID series of regulators and inverters

- STECA Solsum

- STECA Solarix (except PLI)

- STECA Tarom - STECA Power tarom

- STECA Xtender Standard warranty for all STECA PVGRID equipment – ​​up to 2 years

Warranty extension up to 5 years for PVGRID inverters (in EU)

JA Solar

Warranty periods (in years):

- Standard product warranty for JASOLAR modules – up to 12 years

- Standard performance guarantee for JASOLAR modules - up to 25 years

Meyer Burger

Warranty periods (in years):

- Standard product warranty for all Meyer Burger modules - up to 12 years, with registration up to 30 years

- Standard yield guarantee for all Meyer Burger modules - up to 30 years

Outback Power

Warranty periods (in years):

- Against material and manufacturing defects – up to 5 years

- Fan failures for inverters/chargers and charge controllers – up to 2 years

- Accessories – up to 2 years

BYD

Warranty periods (in years):

- Standard warranty on all BYD batteries – up to 10 years

Pylontech

Warranty periods (in years):

- Standard warranty for all PYLONTECH batteries – up to 7 years, 10 years with registration

Itron

Warranty periods (in years):

Standard warranty on all products – up to 2 years

Victron Energy

Warranty periods (in years):

- Li-on Victron Energy batteries – up to 3 years

- Other Victron Energy batteries – up to 2 years

- Any other Victron Energy product – up to 5 years

*It does not invalidate the need to consult and validate the guarantees in force on the date of purchase. For more information, visit the manufacturer's page or contact us.

Common Questions (FAQs)

Common Questions (FAQs)

Can I demand immediate replacement of equipment?

This will depend on the manufacturer's decision. The warranty is given by the manufacturer and Donauer cannot make a decision on this matter. There are several possibilities:

The manufacturer considers that the equipment has a manufacturing defect:

- the manufacturer replaces it with the same or similar one or repairs

The manufacturer considers that the error or malfunction of the equipment is due to external factors.

- in this case, a budget for repairs can be proposed or, if this is not feasible,

- Donauer may propose the purchase of new equipment at an additional discount.

What is the term of a guarantee?

This will depend on the manufacturer's warranty terms for the product in question. Donauer offers to act as an intermediary between the professional and the manufacturer during the first 3 years after acquiring the equipment.

Who pays the transport costs under the guarantee?

Transport costs between the professional and Donauer are paid by the customer. Donauer assumes the cost of transport to the manufacturer, if necessary. If the failure or damage is not covered by the warranty terms, the customer will have to assume all costs.

It is the responsibility of the customer and/or professional to properly package the product, so as not to suffer damage during transport and jeopardize the warranty. Preferably always use the original packaging.

Do you have any complaints?

Do you have any complaints?

Submit the following form with a detailed description of your complaint and send it to qualidade@donauer.pt
COMPLAINTS FORM

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