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Claims and Service

Do you need service assistance or need to make a complaint? We offer our support!

Order complaints

Any inconsistencies in the order (both damage in transport and shortages or non-compliance of the goods) should be reported by the customer within 7 calendar days from the date of receipt of the shipment.

  • Transport damage

    Transport damage applies to both those that are visible at the first glance and those that are not visible before shipment is unpacked.

    The complaint department only considers the complete application. Filing a complaint will be considered effective provided that the client delivers:

    • completed application form
    • photographic documentation
    • damage report drawn up with the freight forwarder upon receipt of the damaged parcel

    Please make sure that the person receiving the goods checks the condition of delivered goods and whether the delivery is timely. Delays or visible damage to the packaging should be noted on the consignment note in the presence of the driver. Lack of comments upon receipt means that the goods are in accordance with the order.

    If the damage is discovered later, it can be verified by our logistics partner DB Schenker. A request to come to write a report may be made by the customer himself within 7 days of delivery by contacting DB Schenker at the e-mail address cok.pl(at)dbschenker.com. In such case, the number of the consignment note must be provided.

  • Goods shortage or goods not in conformity with the order

    Any discrepancies in the order must be confirmed with our logistics partner - DB Schenker. Please unpack the goods carefully before reporting non-compliance. The goods may be packed in a way that optimizes the package (e.g. the clamps may be found in the box with screws).

  • Order return with no reason stated

    Each return must be reported by e-mail by the customer and must be approved by BayWa r.e. Solar Systems sp.z o.o.

    The below instances are considered as return:

    • Resignation from personal collection of goods
    • Refusal to accept the goods
    • Declaration of willingness to return the goods
    • Resignation of an order that is already being completed

    Each time we charge the customer with additional warehouse service costs amounted to 10% of the net order value as well as the costs of return transport to our warehouse.

    The return is limited in time and should be requested by the customer within 14 calendar days from the date of sale on the invoice.

    The goods cannot be used or damaged and should remain in their original packaging. Correction to the invoice, i.e. the refund of funds, takes place only after the goods are returned to the warehouse.

Warranty claims - PV modules

In the case of a warranty complaint of modules it should be taken into account that each of the supplier requires specific documentation in English (except for LG Solar modules, where the complaint is accepted also in Polish). As a distributor, we mediate in the complaint process, helping our clients to efficiently transfer information regarding complaints about PV modules directly to the supplier.

Note, the following are required for a warranty claim:

  • a complete application form
  • photographic documentation of the module

Service and complaints - PV inverters

In the event of a complaint or service of photovoltaic inverters, it is recommended that the customer contacts the manufacturer directly. Below is a list of authorized service contacts of our suppliers.

Service and complaints about energy storage

In the event of a complaint or energy storage service, it is recommended that the customer contact the manufacturer directly. Below is a list of authorized service contacts for our suppliers.

Content
    Contact
    Dariusz_Smagala.jpg
    Dariusz Smagała
    Logistics Specialist
    BayWa r.e. Solar Systems sp. z o.o.
    +48 8842 91998
    Y
    Direct contact

    Are you interested in our offer? Get in touch!

    Phone: +48 12 397 82 00
    E-mail: [email protected]

    We operate from 08:00 to 16:00 :)


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