Return & Refund Policy
How returns, replacements and refunds work for Huawei Smart PV hardware bought directly from us.
Return Window
Report a defective SUN2000 inverter, LUNA2000 battery or Smart PV accessory within 30 days of the carrier-confirmed delivery date. The earlier a fault is logged, the faster our engineers can open diagnostics — claims raised after the 30-day window are handled under the Huawei manufacturer warranty instead.
Defective Product Procedure
If a unit arrives dead, damaged in transit or clearly out of spec, email sales@huawei-solar.org or message the WhatsApp line straight away. Attach photos or video of the carton, the serial-number label and the fault itself. Our engineers review the evidence, open the service case with Huawei's regional network and come back with next steps — usually within one business day.
Condition Requirements
A returned unit must be uninstalled, unmodified and complete: original carton, foam corners, mounting bracket, DC connectors, comms accessories and manuals. Inverters that have been wired to an array, batteries that have been activated, or units with missing serial labels cannot be accepted as sealed returns.
Installed & Used Equipment
Commissioning is the point of no return. The moment a SUN2000 inverter is energised and bound to a FusionSolar plant, a LUNA2000 module takes its first charge cycle, a Smart Dongle or SmartLogger is registered against a serial, or an optimizer joins a live string, that unit can no longer come back as sellable stock. Faults discovered after that point are warranty cases, not returns: Huawei's regional service network covers SUN2000 inverters and LUNA2000 batteries for 10 years as standard, optimizers for 25 and SmartLogger/Smart Dongle for 5 — and we file the claim on your behalf.
Exchange Policy
Rather than take the money back, you can ask for a one-for-one swap of any unit confirmed defective inside the 30-day window. Where regional stock of that exact SUN2000 or LUNA2000 SKU has run dry, we propose the nearest match in the Huawei range — and the option of a full refund always stays on the table.
No Returns for Change of Mind
Change-of-mind returns are not accepted on Smart PV capital hardware. Sizing mistakes are avoidable: send us your load profile and roof layout before ordering and our engineers will confirm the right inverter and battery capacity at no charge.
Return Shipping Costs
Return freight for approved RMAs on transit-damaged or dead-on-arrival units is credited back once the fault is confirmed. For all other approved returns the buyer arranges and pays return carriage — remember that LUNA2000 batteries must travel as UN38.3 Class 9 goods with a compliant carrier.
RMA (Return Merchandise Authorization) Process
Nothing ships back to us without an RMA number. Start by sending the serial number and your fault evidence to sales@huawei-solar.org or the WhatsApp line; our engineers validate the claim and issue the RMA, normally inside two business days. Repack the unit in its factory carton — LUNA2000 modules go back under the same UN38.3 Class 9 rules they arrived under — write the RMA number on the outside and dispatch to the warehouse address on the confirmation. Once the unit lands in Dubai, inspection takes two business days at most, then the replacement or refund is released straight away.
Refund Method & Timeline
Approved refunds are returned to the original payment instrument within 7 business days of the unit clearing inbound inspection, in the currency of the original invoice. Store credit against a future Huawei order is available on request.
International Returns
The RMA process is the same across every market we serve, from the GCC and Levant to North Africa and the EU. Cross-border returns need export paperwork — we prepare the commercial invoice and, for LUNA2000 modules, the dangerous-goods declaration. EU consumers keep their statutory rights in full, on top of this policy.
Contact Us for Returns
To open a return, email sales@huawei-solar.org, message the WhatsApp line on our contact page, or call the number listed there. The desk operates from Dubai daily, 09:00–19:00 GST, and responds the same day.
Unsure whether your unit qualifies? Send the serial number and a photo of the fault and we will tell you within a business day. Contact Us