FAQ : I'M Solar after-sales service

1. What is the manufacturer's warranty on my product?

All our product warranties are displayed on the product page, in the footer, on the "warranty" tab. The warranty conditions may also be available in PDF format in the "Download" tab.

It is imperative that you keep your invoice as proof of purchase.

2. What is the duration of my warranty?

The warranty period for our products is displayed on the product page, in the footer, on the "warranty" tab and on the "technical" tab. Warranty periods may also be available in PDF format in the "Download" tab.

Please keep your invoice as proof of purchase.

3. I've received a faulty product, what should I do?

If you have received a faulty product, please follow the steps below:

Contact our customer service department to report the problem.

We will ask you to provide us with details of the faulty product by carrying out a more in-depth diagnosis to determine the cause of the defect.

4. What is included in the after-sales service in-depth diagnosis?

In-depth diagnostics include the following checks:

Solar panel voltage

Checking solar panels, panel connections and extension leads

Cabinet surge protector, cabinet disconnector (AC and DC)

Inverter disconnect switch

Polarity of solar panels

AC frequency measurement

Injection point in your switchboard

Check AC cable

Battery disconnect switch

Battery error code

Battery charge level

5. My inverter doesn't show any error messages. What should I do?

If your UPS doesn't show any error messages, it's not faulty, and the problem isn't its own. In this case, we will continue our in-depth diagnostics to identify the source of the problem.

6. What can I do if my inverter breaks down?

If your inverter breaks down, please follow the steps below:

Contact our after-sales service to report your UPS failure.

We'll guide you through further checks, including:

Solar panel voltage

Checking solar panels, panel connections and extension leads

Cabinet surge protector, cabinet disconnect switch (AC and DC)

Inverter disconnect switch

Polarity of solar panels

AC frequency measurement

Injection point in your switchboard

Check AC cable

If the inverter still shows no error message, we'll explore other options to resolve the problem.

Note: If you have any further questions or specific problems, please contact our customer service department by e-mail by logging into your customer area for personalized assistance.

7. Can I cancel my order?

In accordance with French legislation on distance selling, you have a period of 14 days to exercise your right of withdrawal (Hamon Law). This period runs from receipt of the order. This right is only valid for private orders. You are responsible for return shipping costs. The retraction request will be taken into account only for unopened and sealed products. We invite customers to notify us by email of their wish to return the product before it is dispatched.

This is I'M Solar's money-back guarantee.

8. How can I obtain installation manuals in my language ?

As a manufacturer of photovoltaic equipment, I'M Solar provides its customers with installation manuals in several languages.

Search for the product in the search engine and let us guide you through the various tabs.

For your information, the VDEs are available in the DOWNLOAD tab.