All the answers to your questions

Frequently asked questions

1. Which products are available in the I’M.SOLARⓇ online store?

The I’M.SOLARⓇ online store offers everything needed for an efficient and cost-effective solar installation. I’M.SOLARⓇ is a European brand for photovoltaic products, which caters both to private and business customers. It offers:

  • Polycrystalline solar panels, monocrystalline solar panels and glass-glass-panels. We manufacture all types of solar cells in our own European factory in order to fulfil all our customers‘ needs. We manufacture products for every geographical area, which adapt to different climatic conditions and aesthetic needs.

  • Solar inverters. We manufacture the right highly innovative solar inverters for every solar installation. Our smart connected products enable real time data surveillance to keep you informed about the efficiency and energy production of your solar installation at all times.

  • Mounting systems. We manufacture and retail all types of mounting systems. Our customers can install their solar installations anywhere and wherever they want. You can find mounting systems for roofs, the floor, carports and verandas in our online store.

  • Solar batteries (coming soon)
2. What is the difference between shipping and delivery time?

The shipping time corresponds to the processing and preparation time of the products.

The delivery time corresponds to the time required by the carrier to send your package to the delivery address indicated.

3. Where can I track my order on I’M.SOLARⓇ?

You can track all changes to your order directly on your account in the "track my order" section. When your order is shipped, you receive by email and SMS a tracking number that allows you to track the delivery of your package.

4. What to do if a product is temporarily out of stock?

If a product is temporarily out of stock, you can set up a notification by clicking on "Let me know when the product is available again". We will notify you via e-mail as soon as the product you want is back in stock.

On I’M.SOLARⓇ, you can check whether products are in stock directly on the product description.

5. How can I benefit from free shipping on I’M.SOLARⓇ?

All orders are shipped free of charge by I'M.SOLARⓇ. This applies regardless of the country of delivery in Europe and regardless of the total amount of the order. 


All our products on I'M.SOLAR
1. Which products are available in the I’M.SOLARⓇ online store?

The I’M.SOLARⓇ online store offers everything needed for an efficient and cost-effective solar installation. I’M.SOLARⓇ is a European brand for photovoltaic products, which caters both to private and business customers. It offers:

  • Polycrystalline solar panels, monocrystalline solar panels and glass-glass-panels. We manufacture all types of solar cells in our own European factory in order to fulfil all our customers‘ needs. We manufacture products for every geographical area, which adapt to different climatic conditions and aesthetic needs.

  • Solar inverters. We manufacture the right highly innovative solar inverters for every solar installation. Our smart connected products enable real time data surveillance to keep you informed about the efficiency and energy production of your solar installation at all times.

  • Mounting systems. We manufacture and retail all types of mounting systems. Our customers can install their solar installations anywhere and wherever they want. You can find mounting systems for roofs, the floor, carports and verandas in our online store.

  • Solar batteries (coming soon)
2. Where can I find important product information?

I’M.SOLARⓇ provides detailled product datasheets containing all the important information driving your decision to purchase. The product datasheets serve as a comprehensive product description. You can find all the technical data as well as customer evaluations. The technical data is listed in the different tabs of the product datasheet.

3. What to do if a product is temporarily out of stock?

If a product is temporarily out of stock, you can set up a notification by clicking on "Let me know when the product is available again". We will notify you via e-mail as soon as the product you want is back in stock.

On I’M.SOLARⓇ, you can check whether products are in stock directly on the product description.

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Orders on I'M.SOLARⓇ
1. Can I order on I’M.SOLARⓇ as a private customer?

As a private individual you can order your photovoltaic products on I'M.SOLARⓇ. You can easily order solar panels, solar inverters, solar batteries and fasteners. All products ordered on I'M.SOLARⓇ benefit from the I'M.SAFE guarantee. It is a triple guarantee: product guarantee, linear performance guarantee and serenity guarantee. 

This can be done by creating an account on the site and ordering directly online. You will thus benefit from all the advantages of I'M.SOLARⓇ.

2. How do I place an order on I’M.SOLARⓇ? 

1/ Choose the product you need and add it to the shopping cart. When you are connected, the shipping costs will be automatically calculated according to your address. The amount of the fees are displayed in your shopping cart.

2/ Create your account or login with an email address and password

3/ Select a payment method and then pay for your order online. You will instantly receive an order confirmation by email. Check your spam box if you do not receive it.

4/ A confirmation SMS has been sent to you as soon as your order is shipped.

5/5/ The day before delivery, the carrier will contact you to arrange an appointment and ensure that you will be available to receive the goods.

6/ Upon delivery, make sure that the goods in the presence of the carrier are checked before signing the delivery note.

3. What is the VAT rate?

The VAT rate on I'M.SOLARⓇ is 17% for individuals. I'M.SOLARⓇ is a European company whose registered office is located in Luxembourg and the VAT rate in Luxembourg is 17%. This VAT rate applies to all orders placed by a private individual.

Professionals are except from VAT payments. To benefit from a VAT exemption, please enter your company's intra-community VAT number.

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Payments on I’M.SOLARⓇ
1. Which payment methods does I’M.SOLARⓇ accept?

I'M.SOLARⓇ accepts payments by bank transfer or credit card. All the credit cards accepted will be listed in your shopping cart when proceeding to payment.

Secure banking transactions are a priority for I'M.SOLARⓇ. We have implemented several protocols to secure your transactions. To learn more about our protocols, please visit secure data

If you want to pay by bank transfer, please click on "payment by bank transfer". You will then receive an email with our bank details to make the payment. Once your transaction has been completed, you will receive a payment confirmation by email. You can then track the delivery of your package in the "My account" section on our webpage.

2. Are payments on I’M.SOLARⓇ secure?

We have implemented several security protocols to guarantee each of the transactions.

All payments are made through our partner banks. The HTTPS protocol garantees secure payments at all times.

3D secure for VISA and Mastercard ensures credit card payments by sending a code by SMS to the credit card owner.

3. Can I make a payment via bank transfer?

When paying for the order, select "BANK TRANSFER".

You will then receive our bank details together with the order confirmation per email.

This payment method is the most secure method of payment although the order takes longer to be processed.

Your order will be validated only upon receipt of the payment.

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Shipping and delivery with I’M.SOLARⓇ
1. What is the difference between shipping and delivery time?

The shipping time corresponds to the processing and preparation time of the products.

The delivery time corresponds to the time required by the carrier to send your package to the delivery address indicated.

2. Where can I track my order on I’M.SOLARⓇ?

You can track all changes to your order directly on your account in the "track my order" section. When your order is shipped, you receive by email and SMS a tracking number that allows you to track the delivery of your package.

3. What are the different delivery methods available?

All your packages are shipped and delivered by road transport via UPS or DASCHER.

All you have to do is select the service provider when you place your order.

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The warranties offered by I’M.SOLARⓇ
1. What is the I’M.SAFE warranty?

The I'M.SAFE guarantee is a triple guarantee that gives you 3-way protection for your photovoltaic installation:

  • Quality guarantee: all I'M.SOLARⓇ products are covered by a manufacturer's guarantee. Thus you are protected against any manufacturing defect, quality defect and functional defect for a specific period of time depending on the products. Solar panels have a 12-year manufacturer's warranty, solar inverters and solar batteries have a 10-year warranty.
  • I'M.SOLARⓇ guarantees a linear performance of its products over the next 25 years. In order to guarantee the minimum loss and the maximum power on your entire photovoltaic installation, I'M.SOLARⓇ guarantees a small linear decrease in performance of only 0.7%w/year.
  • The serenity insurance protects your equipment against all mechanical and meteorological hazards. Insurance against theft, fire, glass breakage, and any weather event. This insurance is included in all professional orders. Private individuals can benefit from this insurance under the condition that they let a certified I'M.SOLARⓇ installer from our partner network install their equipment.
2. Who can benefit from the IM.SAFE warranty?

Everyone can benefit from the I'M.SAFE warranty. In concrete terms, here is how it works.

You are a private customer. There are 2 possibilities:

CASE 1 : an I'M. SOLAR® installer installed the equipment for you. You must register your installation on our website now. This registration validates the I'M.SAFE warranty. You benefit from the product guarantee, the linear performance guarantee and the durability guarantee at the installation date. You can declare the installation date in the online form. This solution allows you to benefit from the full I'M.SAFE warranty.

CASE 2: I installed the I'M.SOLAR® equipment myself You must also register your installation on our website. This registration allows you to validate the I'M.SAFE warranty without the serenity option. Indeed, this option cannot be applicable if the installation has not been installed or checked/accompanied by an I'M.SOLAR® installer and/or a partner installer.

You are a professional. There are 2 possibilities as well:

CASE 1 : You are an I'M.SOLAR® distributor. You can offer your installers/resellers the full I'M.SAFE warranty free of charge. After installing I'M. SOLAR® equipment, your installers have to register the installation on our website for the warranty to apply. The end customer can also register his installation himself.

CASE 2: You are an installer, you have installed I'M. SOLAR® products and you wish to validate the full I'M. SAFE warranty. You have to register your customer's installation on our website in order to confirm it starting from the installation date.

3. What is the procedure in case of damages?

You notice a loss of performance of our products? The linear decrease of solar panels is more important than expected? If your inverter or batteries are no longer working, send us an e-mail to warranty@im.solar indicating the cause of the damage, the date and a detailed description of the malfunction with photos. After examining the data provided, you will receive an e-mail with all the terms and conditions of coverage we can offer you. 

In case of a claim covered by the serenity insurance, please contact us by e-mail at warranty@im.solar providing us with a detailed description of the claim, the date of the claim and photos. The request will be processed by our services within 48 hours. After examining the data provided, you will receive an e-mail with the terms of payment the insurance company can offer you. 

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Our customer area on I’M.SOLARⓇ
1. Why should I create an account on I’M.SOLARⓇ?

Opening an account on I'M.SOLARⓇ as an individual will allow you to access many Premium services such as:

  • The free simulator that allows you to determine the necessary equipment according to the size of your roof and your annual consumption.
  • The possibility to place an order in 1 click
  • The follow-up and history of your orders
  • Fast exchange with customer service
  • Follow-up of your quotes
  • Invoice tracking and editing

Opening an account on I'M.SOLARⓇ is simple and without any commitment. 

Important: All individual customer accounts are secure. You are the only one who can modify this information. Please make sure that your information is up to date so that you can receive emails about your orders. Fill in a phone number is very important at the time of delivery when the carrier calls you to confirm the appointment time.

2. How can I create an account on I’M.SOLARⓇ?

Creating an account on I'M.SOLARⓇ is simple and fast. You must first click on the padlock at the top right of the site. Then choose "create your account". Fill in the information on the next screen. We ask you to enter a name, first name, e-mail address and configure a password. This information is necessary to create an access to the I'M.SOLARⓇ and enjoy all the advantages of the brand.

After completing this form, you will receive an e-mail confirming that you have opened an account. We recommend that you record the forwarding address of the message in order to receive our next communications directly in your inbox.

Don't forget to complete your profile at the time of your order, especially your delivery and billing addresses. 

3. I forgot my password. What to do?

You can't remember your password? No worries! Just click on the padlock at the top right of the site and then click on "Forgotten password".

1/ Enter the email address which you used when creating your account.

2/ You will receive an email with a weblink. Click on it and follow the instructions to reset your password. 

3/ You will then receive your new password. 

Customer evaluations on I’M.SOLARⓇ
1. How can I rate my experience with I’M.SOLARⓇ?

Your opinion matters to us and even more so to our future customers. This is why we welcome reviews on our website. To leave a product review on I'M.SOLARⓇ products, simply click on the review tab or go to the bottom of the page to the "Write review" section.

Workee installer
1. What does the installation service include?

There are 3 levels of assistance. The basic package at 600 Euros incl. VAT for assistance for half a day

The standard package for 1200 Euros inc VAT for assistance for one day and

The complete package at 2400 Euros inc VAT for assistance for 2 days.

This service is aimed at individuals who have some knowledge of DIY and electricity and who wish to have their site made safe and compliant. All packages include free access to the " All risk insurance Alma Solar".

2. What happens once the installation is complete?

Once he is done with installing your solar equipment, the installer will proceed to a final check of your plant to ensure its compliance with all applicable legal regulations and industry standards. You will be given all the official documents needed such as the commissioning report and the plant passport. The applicable legal warranty period applies.

3. Who do I pay for the installation service?

When you request an Alma Solar installer, all your order is paid for through Alma Solar.

With regard to installers from the directory, the installer is paid directly for the service.

We advise you to consult at least 3 professionals to compare quotations.

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