Return Window
Report a defective SUN2000 inverter, LUNA2000 battery or Smart PV accessory within 30 days of the date you collected it. The earlier a fault is logged, the faster we can open diagnostics — claims raised after the 30-day window are handled under the Huawei manufacturer warranty instead.
Defective Product Procedure
If a unit turns out to be dead on first power-up, damaged or clearly out of spec, email sales@huawei-solar.org straight away. Attach photos or video of the carton, the serial-number label and the fault itself. We review the evidence, open the service case with Huawei and come back with next steps.
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: the Huawei manufacturer warranty covers each unit for the term stated on its product page — 2 years on SUN2000 inverters, 5 years on LUNA2000 batteries, 2 years on optimizers, SmartLogger and Smart Dongle — 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: size the inverter and the battery in Build My System before ordering.
Bringing the Unit Back
A defective unit goes back to the store it was collected from — Dubai or Riyadh. Bring the unit, its RMA number and your order number to the counter; we charge nothing to receive it. LUNA2000 batteries should come back in their factory carton.
RMA (Return Merchandise Authorization) Process
Nothing comes back to us without an RMA number. Start by sending the serial number and your fault evidence to sales@huawei-solar.org; we validate the claim and issue the RMA, normally inside two business days. Repack the unit in its factory carton, write the RMA number on the outside and bring it to the store you collected it from. Once the unit is at the counter, 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 for buyers from every market we serve, from the GCC and Levant to Sudan and France: the unit is returned to the store it was collected from, and getting it there is the buyer's own arrangement. 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 or call the number on our contact page.
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