Customer Service

At Europe SolarShop, we are committed to providing professional customer service before, during, and after your purchase. Whether you need help choosing a product, checking compatibility, arranging international delivery, or resolving an issue with an order, our team is ready to assist you.

Europe SolarShop has been supplying solar energy products to customers worldwide since 2013. We support private customers, installers, distributors, and commercial project developers with reliable products and practical assistance.

1. Contact Customer Service

You can contact our customer service team using the details below:

Europe SolarShop
Email: [email protected]
Telephone: +37068609830
Website: https://www.europe-solarshop.com

Customer service hours:
Monday to Friday
9:00 AM – 6:00 PM

You may also contact us through our Contact Us page.

To help us respond quickly, please include your order number, product name, product code, and a clear description of your question or issue.

2. Product Enquiries

Our team can provide general product information and help you identify suitable products from our available range.

When requesting product assistance, please provide:

The product category or model you are interested in
Your destination country
The required quantity
Relevant system voltage, power, or capacity requirements
Details of existing components where compatibility is important
Your preferred delivery timeframe

Solar electrical systems must be designed, installed, connected, and commissioned by appropriately qualified professionals in accordance with local laws, grid requirements, technical standards, and manufacturer instructions.

General product assistance provided by Europe SolarShop does not replace professional system design, engineering calculations, electrical installation, or approval by the relevant authorities.

3. Quotations and Availability

Product prices and availability may change due to stock levels, manufacturer updates, exchange rates, logistics costs, and market conditions.

For larger quantities, commercial projects, or distributor enquiries, please contact us to request a quotation.

Please include:

Product names or product links
Required quantities
Billing country
Delivery country and postal code
Company and VAT details, where applicable
Requested delivery date

A quotation is valid only for the period stated in the quotation. Availability is not guaranteed until the order and payment have been confirmed.

4. Placing an Order

Orders can be placed through our online store. Before completing your purchase, please check:

The exact product model and technical specifications
The quantity ordered
The billing and shipping addresses
Your telephone number and email address
The selected delivery method
Applicable taxes, customs charges, and import requirements

After placing an order, you should receive an order confirmation by email. Please review it carefully and contact us promptly if any information is incorrect.

If you do not receive an order confirmation, please check your spam or junk-mail folder and verify that the email address entered during checkout is correct.

5. Order Status

Registered customers may view available order information through their customer account.

For assistance with an order, contact us and include your order number and the email address used when placing the order.

Order statuses may include payment verification, processing, preparation, dispatch, delivery, cancellation, return, or refund.

Some products may be dispatched directly from a supplier or a separate warehouse. An order containing several products may therefore arrive in more than one shipment.

6. Order Changes and Cancellations

We will try to accommodate your request, but an order cannot always be changed or cancelled after it has entered processing, been allocated to a supplier, prepared for shipment, or dispatched.

Customised products, specially ordered products, project-specific items, and products ordered from a manufacturer specifically for the customer may be subject to additional cancellation restrictions.

Please do not place a replacement order before receiving confirmation from us unless you intend to purchase both orders.

7. Payments

Available payment methods are displayed during checkout and may depend on the customer location, order value, currency, and selected products.

Orders are generally processed after payment has been successfully authorised or received.

Bank-transfer orders may remain pending until the funds are received and matched to the correct order. Please include the order number in the payment reference.

Europe SolarShop does not request complete payment-card details by ordinary email. Do not send card numbers, card security codes, passwords, or online banking credentials by email.

8. Invoices and VAT

Customers are responsible for entering correct billing, company, and VAT information before completing an order.

Where applicable, VAT treatment depends on factors including the billing country, delivery country, customer status, VAT registration, product location, and applicable tax law.

A valid VAT number does not automatically guarantee that an order will be invoiced without VAT. Additional verification or documentation may be required.

Requests to change invoice details after an invoice has been issued may be restricted by accounting and tax requirements.

9. Worldwide Shipping

Europe SolarShop supplies customers in many countries worldwide. Available delivery methods, prices, and delivery times depend on the destination, product type, dimensions, weight, value, and warehouse location.

Certain products, including batteries, oversized equipment, heavy goods, fragile items, or products classified as dangerous goods, may require specialised transport and may not be available for delivery to every destination.

Delivery dates and transit times are estimates unless explicitly confirmed in writing as guaranteed. Delays may occur due to carriers, customs, weather, public holidays, remote destinations, security inspections, regulatory checks, or circumstances outside our reasonable control.

Customers must ensure that the delivery address is complete, accurate, and accessible to the selected carrier.

10. Customs, Duties and Import Taxes

For international shipments, customs duties, import VAT, brokerage fees, handling fees, environmental charges, and other local charges may apply.

Unless expressly stated otherwise during checkout or in a written quotation, these charges are not included in the product or shipping price and must be paid by the recipient.

The customer is responsible for checking local import regulations, certifications, product restrictions, tax obligations, and customs requirements before ordering.

Customs authorities or carriers may request identification, tax numbers, company documents, import licences, declarations, or other information directly from the recipient.

11. Receiving Your Delivery

Please inspect every shipment immediately upon delivery.

Before signing for a delivery:

Check the number of packages
Inspect the packaging for tears, dents, holes, moisture, or crushing
Check pallets, corners, wrapping, seals, and protective materials
Record any visible damage or missing packages on the delivery document
Take clear photographs before opening damaged packaging

Signing a delivery document without noting visible damage may affect the ability to submit a successful carrier claim.

If the delivery appears severely damaged, you may refuse the shipment where permitted. Contact us immediately and retain all packaging and documents.

12. Missing, Incorrect or Damaged Products

Please provide:

Your order number
The affected product name and quantity
A description of the issue
Photographs of the complete shipment
Photographs of the external and internal packaging
Photographs of shipping labels and product labels
Photographs or video clearly showing the damage or incorrect item
A copy of the delivery document showing any damage notation

Do not install, modify, dispose of, or return an affected product before receiving instructions from us.

Keep the product, original packaging, pallet, protective materials, labels, and delivery documents until the claim has been resolved.

13. Returns

Before returning any product, contact Europe SolarShop and request return instructions.

Products sent without prior authorisation may be refused, delayed, or returned to the sender.

Returned products should normally be:

Unused and uninstalled
Complete and undamaged
In their original manufacturer packaging
Supplied with manuals, accessories, labels, and included parts
Packaged securely for transport

Return eligibility, deadlines, costs, deductions, and exclusions depend on the customer type, product, reason for return, destination, and applicable law.

Special-order, customised, configured, registered, opened, installed, activated, damaged, or hazardous-goods products may not be eligible for a standard return.

Customers should use a tracked and adequately insured return service unless a return method is provided by Europe SolarShop.

14. Refunds

Approved refunds are generally issued after the returned product has been received and inspected.

The inspection checks the product condition, completeness, serial number, packaging, accessories, and compliance with the return authorisation.

Refund processing time depends on the payment method, bank, payment provider, inspection requirements, and applicable law.

Original delivery charges, return shipping costs, customs charges, payment-provider fees, handling costs, or loss in product value may be deducted where legally permitted and applicable.

15. Warranty Support

Many products sold by Europe SolarShop are covered by a manufacturer's warranty. Warranty duration, geographical coverage, registration requirements, remedies, and exclusions vary by manufacturer and product.

The manufacturer may handle warranty claims directly or may require Europe SolarShop to assist with the claim.

For a warranty enquiry, please provide:

Your Europe SolarShop order number
Product name and model
Product serial number
Installation date
Installer details
A detailed description of the fault
Error codes, system logs, screenshots, photographs, or video
Electrical measurements or test reports where relevant
Proof of correct installation and commissioning if requested

Warranty support may require diagnostics, firmware information, remote troubleshooting, manufacturer approval, or inspection before a repair, replacement, or credit can be authorised.

16. Technical Support

Europe SolarShop may provide general product information and assist with locating manuals, technical documents, warranty information, or manufacturer support channels.

Installation, repair, configuration, testing, and commissioning of solar panels, inverters, batteries, chargers, high-voltage equipment, and other electrical products must be performed by appropriately qualified persons.

For safety reasons, we may ask you to stop troubleshooting and contact a licensed electrician, authorised installer, manufacturer, or emergency service where there is a risk of electric shock, fire, overheating, battery damage, smoke, unusual smell, water ingress, or other hazardous conditions.

17. Product Compatibility

Customers and installers are responsible for confirming that selected products are technically compatible with each other and suitable for the intended installation.

Compatibility checks may include:

DC and AC voltage ranges
Maximum current and power limits
Battery voltage, chemistry, communication, and firmware compatibility
Connector and cable compatibility
Grid-code and country certification requirements
Monitoring and communication protocols
Mounting, environmental, and temperature requirements

Product descriptions and recommendations should be checked against the latest manufacturer documentation before purchase and installation.

18. Product Information

We make reasonable efforts to keep product descriptions, photographs, technical data, availability, and prices accurate.

Manufacturers may change specifications, packaging, firmware, appearance, accessories, model revisions, or documentation without prior notice.

Images may be illustrative. Before ordering, customers should verify any specification that is essential to their project.

19. Complaints

If you are dissatisfied with an order or our service, please contact us and provide:

Your name and contact information
Your order number
A clear description of the complaint
Relevant correspondence, photographs, documents, or evidence
The resolution you are requesting

We will review the matter and respond as soon as reasonably possible. Complex cases involving carriers, suppliers, manufacturers, payment providers, or technical inspections may require additional time.

20. Frequently Asked Questions

Do you ship worldwide?

We serve customers in many countries. Delivery availability depends on the destination and product. Some batteries, heavy items, oversized products, and restricted goods cannot be sent through standard delivery services.

Can I request a quotation?

Yes. Send us the product links, quantities, destination country, postal code, company information, and required delivery timeframe.

Can you confirm product compatibility?

We can provide general product information. Final compatibility and system design must be verified by a qualified installer or engineer using current manufacturer documentation.

How can I track my order?

Tracking information is provided when available after dispatch. Freight, pallet, direct-supplier, and multi-package shipments may use different tracking methods.

What should I do if my shipment is damaged?

Record the damage on the delivery document, take photographs, keep all packaging, and contact us immediately. Do not install or dispose of the affected product.

How do I start a return or warranty claim?

Contact us before sending anything back. Include your order number, product details, serial number, a description of the issue, and supporting photographs or diagnostic information.

21. Contact Us

For product, order, delivery, return, or warranty assistance, contact: