Question 1

Who pays the freight for warranty replacement?

Accepted Answer

If confirmed as a product quality issue, we bear the replacement part and freight. If caused by misuse or outside warranty scope, the customer bears round-trip freight and repair cost. Cross-border freight follows the scope defined in the warranty certificate.

Question 2

What does the warranty cover and what is excluded?

Accepted Answer

Coverage applies to defects in design, material and workmanship. It excludes man-made damage, improper installation, out-of-range operation, external causes such as water ingress or lightning, unauthorized disassembly or modification, and failures caused by failure to maintain per the manual.

Question 3

How long is the warranty?

Accepted Answer

Inverter warranty is 5 years standard, extendable to 10 years. Battery warranty is 10 years or 6000 cycles, whichever comes first. Modules come with a 12-year workmanship and 25-year performance warranty.

Question 4

Backup power did not switch on during an outage. What is wrong?

Accepted Answer

Please confirm whether an EPS or backup output terminal is configured, whether backup loads are wired to the correct terminal, whether the backup power limit is exceeded, and whether switching is set to automatic. Send wiring photos and the load list and we will verify.

Question 5

How do I handle BMS alarms or communication errors?

Accepted Answer

Record the alarm code and verify the communication protocol matches the inverter, including CAN or RS485 baud rate and protocol version, DIP switch settings and cable shield grounding. Most protocol mismatches are resolved on site by reselecting the protocol.

Question 6

The battery does not charge or discharge. What should I do?

Accepted Answer

Check the battery to inverter communication cable, whether the BMS is in protection mode, whether SOC has reached its upper or lower limit, and whether the inverter working mode and charge or discharge schedule are set correctly. Send BMS alarms and parameter screenshots and we will help locate the cause.

Question 7

Is overheating or loud fan noise normal on the inverter?

Accepted Answer

A warm enclosure under full load is normal, but frequent derating or over-temperature alarms require action. Please ensure good ventilation, avoid direct sunlight and clear dust from the heat sink. If needed we will arrange fan replacement or repair.

Question 8

The system generates less than expected. What can we do?

Accepted Answer

First check for shading or soiling, string mismatch, inverter power limiting, frequent battery full conditions causing curtailment, and seasonal irradiation lows. Provide 7 days of generation data and site photos and we will issue an analysis report.

Question 9

The system keeps tripping or reports overload. What now?

Accepted Answer

Common causes are load surges above the rated output, an undersized AC breaker, insufficient cable cross-section or an earth fault. Please provide the load list and protection device ratings so we can check whether the configuration needs adjustment.

Question 10

How do I troubleshoot no power generation or no output?

Accepted Answer

Check in order: DC switch and AC breaker status, string voltage range, grid voltage and frequency, battery communication, and whether the unit is in standby or power limiting mode. Please provide a screenshot of the screen and parameters when the fault occurs.

Question 11

What should I do when the inverter shows a fault code?

Accepted Answer

Note the fault code and time, photograph the screen and describe the condition (grid-tied, off-grid or charging). We provide a fault code reference table and troubleshooting steps; most alarms can be cleared on site by remote guidance or parameter adjustment.

Question 12

Who should I contact during installation?

Accepted Answer

Each customer is assigned a dedicated after-sales contact and a technical support engineer, reachable by email, WhatsApp or video call, with response within 48 hours.

Question 13

What if equipment arrives damaged or short-shipped?

Accepted Answer

Please open and count the goods before signing. For damage or shortage, take photos on the spot and ask the carrier to note it on the receipt. Send photos, videos and the packing list within 48 hours and we will re-ship or compensate free of charge and cover the related freight.

Question 14

How do I verify that all accessories are complete?

Accepted Answer

Check item by item against the packing list and bill of materials, focusing on inverter, battery modules, data logger, CT, cables and installation accessories. If anything is missing, take photos and contact us for a replacement.

Question 15

Do you support diesel generator or micro-grid hybrid operation?

Accepted Answer

Yes. Off-grid and hybrid models can integrate a diesel generator for coordinated supply from PV, storage and generator, suitable for islands, mining sites and telecom base stations with no or weak grid.

Question 16

Do you support zero export or anti-reverse flow?

Accepted Answer

Yes. We support zero export control with a CT or meter to meet regions where feeding back to the grid is not allowed. Please advise local policy when configuring.

Question 17

Can the system provide power during an outage?

Accepted Answer

Hybrid storage systems or those with EPS backup switch to backup mode automatically during an outage, usually within 20 milliseconds, supporting critical loads such as lighting, refrigerators and routers.

Question 18

Does the system include monitoring and a mobile app?

Accepted Answer

Smart monitoring is standard, uploading to the cloud via WiFi, LAN or 4G data logger, with mobile app and web access for real-time generation, battery status and fault alarms. Accounts support multiple users.

Question 19

Do you offer OEM or ODM service?

Accepted Answer

Yes. We customize brand labels, packaging, manuals, system configuration and colors. ODM allows functional customization based on our platform, subject to a minimum order quantity and brand authorization.

Question 20

Can you send engineers for on-site installation or commissioning?

Accepted Answer

For large C and I projects we can send engineers for on-site guidance with travel and labor costs quoted separately. For residential systems we rely on remote commissioning and video guidance, usually completed within 1 to 2 days.

Question 21

Do you provide installation guidance?

Accepted Answer

We provide bilingual installation manuals, wiring diagrams, commissioning videos and remote technical support. Installers can join online training and receive installation guidance documents.

Question 22

Can you provide the full set of customs clearance documents?

Accepted Answer

We provide the commercial invoice, packing list, bill of lading, certificate of origin (CO, Form A or Form E) and insurance policy, plus battery related UN38.3, MSDS and sea transport assessment.

Question 23

How is the system shipped? Can it be shipped in full containers?

Accepted Answer

Shipping mode depends on volume and weight: FCL, LCL or international express. A 20GP can typically carry 30 to 60 residential systems, while C and I systems are container-planned per drawing. We provide a loading plan.

Question 24

Can I buy one set for testing first?

Accepted Answer

Yes. We support single-set trial orders with testing guidance and materials.

Question 25

What is your  Solar Energy Systems MOQ?

Accepted Answer

One set for residential systems and one full container for C and I systems, depending on configuration and packing. Sample orders can be arranged separately, and small trial batches are supported.

Question 26

Your price is higher than others. Why?

Accepted Answer

Differences usually come from four areas: tier-1 brand components, complete certifications and test reports, structural design and cable margins, and after-sales and spare part support. Low-cost offers often cut corners on battery grade or certification, so please compare the bill of materials.

Question 27

Please send me your best price

Accepted Answer

To quote accurately, please provide: system type (on-grid, off-grid or hybrid), installed capacity or daily consumption, whether storage is included and its capacity, destination country and port, and preferred Incoterms. We will send a formal quotation within 48 hours.

Question 28

Do you support single-phase or three-phase?

Accepted Answer

Both. Residential systems usually use single-phase 220 to 240V, while C and I systems use three-phase 380 to 400V. For unbalanced loads we recommend multi-MPPT models or per-phase configuration.

Question 29

What certifications does the system have?

Accepted Answer

Certifications include CE, IEC 62109, IEC 62477, , EN 50549, IEC 62619 and UN38.3. Certificates and test reports are available on request.

Question 30

Can you help with load calculation and system sizing?

Accepted Answer

Yes. We provide a standard load calculation sheet. Once completed, we deliver the configuration within 3 working days, including module power, inverter capacity, battery capacity and estimated generation.

Question 31

How do I know what system size I need?

Accepted Answer

It depends on three factors: daily energy consumption in kWh, peak load in kW and whether backup power is needed. Please share recent electricity bills or a load list and we will size the modules and battery accordingly.

Question 32

What types of mounting structures are available?

Accepted Answer

We offer roof mounting for metal, tile and flat roofs with ballast, ground mounting with ground screws or concrete foundations, plus carport and tracker options, in hot-dip galvanized steel or aluminum, designed to your wind and snow loads.

Question 33

Is the battery lithium or lead-acid?

Accepted Answer

Over 90% of our systems use LiFePO4 lithium batteries with more than 6000 cycles, high energy density and maintenance-free operation. Lead-acid options are available for tighter budgets.

Question 34

Which brand of inverter do you use?

Accepted Answer

We prioritize recommending the inverters we manufacture ourselves, which are compatible with a wide range of lithium batteries; however, if you have a sufficient budget and prefer major brands, we can supply GoodWe, Growatt, SOFARSOLAR, Deye, Solis and Victron, and can configure the brand you specify.

Question 35

What components are included in a complete system?

Accepted Answer

A standard system includes PV modules, inverter, battery storage, mounting structure, DC and AC cables, distribution box and monitoring. Module or battery capacity can be adjusted as needed.

Question 36

Can you design a complete system for my project?

Accepted Answer

Yes. Once you provide your electricity bill or load list, roof or site area, country and grid connection requirements, we will deliver the system configuration, single-line diagram and quotation within 3 working days.

Question 37

Should I choose on-grid, off-grid or hybrid?

Accepted Answer

With a stable grid and only a need to cut bills, an on-grid system is the most cost-effective. For areas without a reliable grid, choose off-grid. If you want both bill savings and backup power during outages, choose a hybrid storage system.

Question 38

What types of solar systems do you offer?

Accepted Answer

We offer on-grid, off-grid, hybrid storage systems and containerized mobile power stations, covering from 1 kW residential rooftops to MW-scale C and I and ground plants, configured flexibly to your application, load profile and budget.