Thank you for contacting support.
Below is a standard warranty procedure which applies to our products. While most common failure can be resolved without return of parts, please be advised under special conditions, MPP Solar reserves the right to request parts or entire unit be returned at customer’s own expense for analysis in exchange for a new replacement part or unit under warranty. Standard international warranty on all products is 1 year, unless otherwise specified.
Please select one of the categories that apply to the nature of your question below:
After-Sales Tech Support
If you are experiencing problem with product(s) purchased from us or from our resellers, please refer to your User Manual and confirm first and check if your system is set up according to instructions. If this does not resolve your problem, please supply additional information below and send an email to the Support Team (support@mppsolar.com). Please remember it is very important you supply as much relevant information as possible, including:
- Fill out an IFFR form
- A clear photo of the S/N label (model name + serial number)
- Clear description of the problem
- Relevant details and frequency of the problem (if applicable)
- Current condition of the product — can it DC start with battery? Any error code on screen?
- Background information (Inverter): AC source (utility or generator)? battery capacity? approx load level and type? any solar input?
- Background information (Solar Charger): solar panel electrical specification?, PV configuration? system voltage?
- Supplemental photos/screenshot or videos relevant to the issue
- Where the product was purchased
Once sufficient data is gathered your case will be forwarded to our technical team for consult, and a solution will be provided to you as soon as possible. Please note our regular office hours are Mon-Fri only and general response time is within 48-72 business hours, though for more complex issues we may need more time for research and lab consult.
Thank you for understanding.
Pre-Sales Questions
If you are new to solar or unsure what you require in your system, please feel free to send us an email by using the contact form in the Contact page, and one of our product consultant will assist you shortly. If you have a more detailed question regarding the suitability of the product with your existing system, please provide us some background information, such as:
- the expected size of your PV array
- PV panel’s electricial specification, this includes the Voc (open circuit voltage), Vmp (maximum power voltage), Isc (short circuit current), and Imp (maximum power current)
- your system voltage (12v, 24v or 48v)
- your location (city, country)
- the size of your maximum load, in watt (if applicable to the question)
and we will be happy to assist you in picking out the right product for you.
Please note: we do not supply any customized wiring diagram. For safety reasons, all equipment must be installed by licensed electrician or installers, adhering to any local power and safety regulations as required. We can only provide a general scheme of the system setup.
Warranty and Liability Policy
MPP SOLAR INC. warrants that all products provided hereunder will conform to applicable specification when delivered and shall be free from defects in material or workmanship for the warranty period stated in the contract. Standard international warranty on all products is 1 year, unless otherwise specified.
MPP SOLAR INC. reserves the right to provide free replacement PCBs and applicable parts for products covered by warranty. With sufficient and clear data from customer, free replacement PCB(s) and/or parts will be supplied to customer to swap out without requesting return once warranty coverage is confirmed. In exchange, customers will be asked to settle cost of postage for the part.
In the rare event when a return is required for further internal analysis by MPP Solar lab, customers must contact MPP SOLAR INC. and obtain a Return Merchandise Authorization (RMA) consent first before returning products. Sufficient relevant information should be provided by customer in order to effectively troubleshoot and analyze root cause. MPP SOLAR INC. accepts no responsibility or liability and reserves the right to refuse service on any returned product without prior authorization. Please refer to the standard RMA procedure below to initiate your return process, if return is requested.
Total liability of MPP SOLAR INC. in any event will be limited to the product sold only and will not be held liable for any direct, indirect or consequential damages, losses, costs or expenses from the use of the product. At its sole determination, MPP SOLAR INC will repair or replace product returned by customers. Product must include a legible data label showing the serial number and products returned without a proper serial label, or when label is tampered / damaged, may face refusal of service. The warranty belongs to the unique serial number of the product.
Please note damage due to following causes is excluded from warranty:
- Improper transportation and delivery
- Unauthorized modifications, alterations, or removal to product component or serial label and any form of self-repair attempts on PCB
- Improper installation, usage or operation (all products are indoor rating, unless otherwise stated), including damages arising from use in environment with excessive moisture corrosion or dust build-up
- Non-compliance with relevant safety standards or regulations
- Application beyond the scope of product design/ratings or safety standards
- Acts of uncontrollable natural forces such as lighting, flood, fire, storm etc
- Insufficient ventilation of the device
Note: we do not support any product that has been “self-repaired*” (*repairs done directly at the PCB level) and this will instantly void the product warranty. MPP Solar will never ask customers to solder / remove any components on a PCB level for products under warranty due to the technical capability this demands. Please DO NOT attempt to repair PCB yourself. Product circuit diagrams /schematics are the properties of MPP Solar and will not be released under normal circumstances.
Return Merchandise Authorization (RMA) Policy
- Please contact with our customer service for help and provide the product serial number. A Return Merchandise Authorization (RMA) email will be provided to you.
- Please fill out a Field Failure Report (FFR) for root cause analysis. This report must be included with the return merchandise. You can download the IFFR form here.
- MPP SOLAR INC. will inspect with the returned product and provide a root cause report before repair or replacement. For the cause outside of warranty, customer is liable for the repair / replacement charge.
- MPP Solar Inc will under no circumstances accept returns from customer out of either Buyer’s remorse, or for lack of features which were NOT stated in specification or documentation.
- MPP Solar reserves the right to refuse service on any returns without obtaining a RMA authorization.
*For all returns, customers will be required to bear the postage to MPP Solar Inc under all normal circumstances.
