Policy

Return Packing Instructions

solarsupplier.eu

You have registered a return or RMA request with solarsupplier.eu. To make sure the product reaches us undamaged, please follow these instructions based on the product category. Remember: a photo of the package ready for shipment is mandatory and must be attached to your request before handing it to the carrier (see the Shipping, Returns and Refunds page).

Solar panels

Place cardboard on the pallet to protect the first panel.
Place the panels face down (cells facing the pallet).
Stack the panels in a straight, aligned pile, to prevent them from sliding into each other and getting damaged in transit.
Secure the panels with at least 3 straps or lashing straps: 2 over the short side, 1 in the middle over the long side.
Take a photo of the ready package and attach it to your return/RMA request.

Incorrect: panels stacked face (cells) up, or not aligned — this increases the risk of scratches, micro-cracks and breakage during transport.

Inverters and optimisers

Never write directly on the original packaging.

Close every box tightly with tape, ideally in the same place it was originally taped.
1-2 inverters: for lower-power models, returning the individual box(es) without a pallet may be sufficient.
From 3 inverters upwards, or for higher-power models: a pallet is required.

If you’re unsure of the minimum threshold for your specific model, confirm with us in your return/RMA request before shipping.

Packing a pallet: 1. Stack from bottom to top, making sure the entire base of the pallet is covered first. 2. Boxes must stay within the surface of the pallet. 3. Fix all boxes to the pallet with strapping bands or wrap film. 4. Do not stack inverters on their sides — keep them in the position shown on the original packaging.

Batteries and energy storage systems

Batteries and energy storage systems (any product with a capacity listed in kWh) are not eligible for voluntary return and can only be returned via the RMA procedure in the event of an actual defect, for transport-safety reasons under the regulations governing the transport of dangerous goods (lithium batteries, ADR). If an RMA for a battery is authorised, we will provide specific packing instructions on a case-by-case basis at the time of authorisation, in compliance with dangerous goods transport regulations.

Mounting material (brackets, rails, anchoring systems)

Tie or wrap the mounting material securely: nothing should stick out from the pallet.
Loose material should be packed in bundles (where possible, no more than 6 rails per bundle): if it doesn’t fit on a pallet, wrap it tightly in film and tape, without applying tape directly to the rails.
Anchoring systems (e.g. roof brackets, ballasted flat-roof systems) should be packed as originally received, with wrap film pulled tight.

Wallboxes and charging stations

Return the wallbox in its original packaging and, where possible, on the pallet it was delivered with (euro or dedicated pallet).
The “do not write on the packaging” rule applies here too.
For taller/vertical charging posts, make sure the packaging is intact on all sides and securely taped.

What happens if the package arrives damaged

If a returned or RMA product arrives damaged due to inadequate packaging, we will not be able to proceed with a full refund or free replacement: corresponding costs will be charged or deducted, as indicated on the Shipping, Returns and Refunds page.

Questions? Write to info@solarsupplier.eu quoting your return/RMA request number.