Warranty Policy

5D Innovations Solar Spot Warranty Policy

Last Updated March 10, 2022

1.     Warranties

  • Most goods supplied by the Supplier are covered under manufacturer warranties. These differ between brands and models (higher end equipment typically have longer warranty periods. We advise you to read the manufacturer’s warranty information and familiarise yourself with the limitations thereof before using the equipment. This warranty does not affect your statutory rights as a consumer. Please feel free to contact us regarding any questions you might have related to warranties
  • The honouring of warranties on renewable energy equipment are very reliant on correct installation, and inclusion of all required protective devices. Please consult the user manual for your products and/or ensure your installer consults them in detail. The supplier will not be held liable for any omissions by the client related to specified instructions. Although we can advise, we cannot enforce the client’s decisions, nor control the installation conditions, and therefore we cannot be held liable for omissions. Manuals and other relevant technical literature can be downloaded from our website, under the “documents” tab in each product’s page. You may also contact us to request the literature.
  • In order to ensure fast and effective warranty claims, we highly recommend that the client takes clear pictures of the key protective devices, installation conditions and parameters before initial start-up. These pictures should be submitted to the Supplier who can file these images in order to assist with future warranty claims. The Client remains responsible to also store these images for future reference.
  • The following protective devices and installation conditions must be met as a minimum, although manuals might specify additional requirements. Please keep photographic evidence of all the following items. We highly recommend you record and submit pictures to us before initial energization of the system:

Inverters:

  • Unobstructed space for ventilation around the perimeter of the inverter. This is usually at least 20cm on each side, and 50cm above and below. Please consult your manual for specific details.
  • Correct atmospheric conditions (dust, humidity, moisture exposure, ambient temperature, altitude) must exist. Please consult the manual for specifications
  • A correctly sized 2-pole MCB must be installed in the AC supply leading to the inverter
  • A correctly sized 2-pole MCB must be installed in the AC feed from the inverter towards the connected loads
  • A Type 2 AC Surge Protection Device must be installed in parallel with the AC supply to the inverter
  • A Type 2 DC Surge Protection Device must be installed in parallel with the DC supply to the MPPT / PWM input if Solar Panels and/or windturbines are connected
  • A correctly sized DC MCB must be installed in the solar cables leading to the MPPT / PWM input
  • A fuseholder with correctly rated fuses (to protect the maximum input rating of the MPPT / PWM input) must be installed in  both the positive and negative poles of the solar cables
  • A fuseholder with correctly rated fuses (to protect the maximum demand rating of the inverter) must be installed in both the positive and negative poles of the battery cables
  • Correct sequence of energizing – please follow the installation manual diligently
  • Maximum Open Circuit Voltage of the solar panel array, should not exceed the maximum allowable Open Circuit Voltage of the MPPT/ PWM. Temperature coefficients need to be accounted for during calculation
  • Maximum Short Circuit Current of the solar panel arrays, should not exceed the maximum allowable Current of the MPPT/ PWM. Temperature coefficients need to be accounted for during calculation

Batteries:

  • Bulk, Float and low Cut-off voltages, and Maximum Discharge Current must be set up on the inverter, in order to protect the batteries
  • Communications between the Battery Management System and Inverter must be set up if this is available and supported
  • The correct number of batteries must be installed in a configuration which allows the battery assembly to supply the continuous rated demand current from the inverter. For example: a 5kW inverter will typically be able to consistently demand 110A @ 45V, thus the batteries in their assembled configuration must be able to supply 110A consistently. Running batteries in a configuration unable to supply the inverter’s demand DC current, will almost certainly void the warranty. Please consult the product datasheets for clarity on the ratings.
  • Ventilation and cooling must be considered during installation. Batteries generate significant heat when being charged and discharged, while many battery types also emit fumes/ vapours which should be isolated from inhabited spaces or other sensitive infrastructure / equipment
  • A fuseholder with correctly rated fuses (to protect the maximum demand rating of the inverter) must be installed in both the positive and negative poles of the battery cables
  • Batteries which are to be installed together, must not have a voltage difference of more than 2% (ie 1V on a nominal 48V battery) between batteries, as this condition can lead to large, instantaneous equalization currents being generated upon connection, which can damage the battery.

Solar panels:

  • Fit for purpose installation hardware must be used. Only use reputable brands, and fit-for-purpose models.
  • Installation instructions for the hardware and panels can be obtained in their installation manuals, and must be followed diligently. Clamp bolts need to be tightened to the correct torque, and should be checked at least every 6 months.
  • Many panels can only be clamped on specific sides of the frames, ie long side only – consult the datasheet / manual
  • Care should be taken with regards to wind direction and strength, as upward wind load is an often-overlooked component in system design
  • If panels arrive damaged, detailed pictures should be taken before removing the panel from the pallet / packaging.
  • Maximum Open Circuit Voltage of the solar panel array, should not exceed the maximum allowable Open Circuit Voltage of the MPPT/ PWM. Temperature coefficients need to be accounted for during calculation
  • Maximum Short Circuit Current of the solar panel arrays, should not exceed the maximum allowable Current of the MPPT/ PWM. Temperature coefficients need to be accounted for during calculation
  • A correctly sized DC MCB must be installed in the solar cables leading to the MPPT / PWM input
  • A fuseholder with correctly rated fuses (to protect the maximum input rating of the MPPT / PWM input) must be installed in  both the positive and negative poles of the solar cables
  • Shaded and non-shaded (or for example East and West facing) panels should not be mixed on a single MPPT/ PWM.
  • Ensure that the Operating Voltage of the array is sufficient to keep the MPPT in a continuous operation during steady sunshine conditions
  • Please note that 5D Innovations will do the utmost best to assist you with the warranty claim process, but most assessments, tests, repairs and replacement authorisations must be performed by the manufacturer’s repair centre, and therefore cannot be done by 5D Innovations while the warranty is in place.
  • Different brands have different policies regarding coverage offered by the warranty. In most cases, the specific warranty information for the brand and product, is available on our website, please contact us if it is not available, and familiarise yourself with the contents. The decision to repair vs replace a unit/s, is at the discretion of the Manufacturers’ agents or their authorised agents, and their decision in this regard will be final.
  • In certain unique cases, a unit might have to be replaced by a refurbished unit with equal functionality, condition and aesthetics. The Supplier’s decision will be final in this regard. Due to incorrect installation conditions often leading to seemingly “out-of-box” failures, even out-of-box failures on new units may be referred to the assessment process for a decision. In the event that incorrect installation, setup or operation is deemed to have led to the failure, or if bench-testing at the assessment centre indicates no errors in the hardware or software, the testing/ assessment and/or repair costs will be passed on to the client for payment, before delivery of the unit can take place.
  • The Supplier provides a Return to base warranty, which means Customers are liable for the shipping charges for returning of faulty goods to the Supplier, or (at the Supplier’s discretion) to another address within CT or JHB. Shipping charges will not be refunded. The Supplier might, as a sign of goodwill, but entirely at its own discretion, arrange for transport and cover the costs thereof.
  • We will not accept any item that has physical damage, under the guise of a warranty claim. Physical damage is any damage that is not caused by any normal wear and tear. If we receive an item that is physically damaged, it will be returned to the buyer, or repaired at the client’s expense. The most common forms of physical damage we receive are from inverters where the required protective devices were not installed. Please understand that these are policies established by the manufacturer and some of the definitions below were taken directly from them.
  • If the goods supplied to you arrive damaged, or the packaging is damaged to a concerning level, a you should notify the Supplier in writing via the “Contact Us” section on the website, or email within 48 hours of delivery, preferably accompanied by detailed pictures.
  • If the goods supplied to you develop a defect while under warranty or you have any other complaint about the goods, you should notify the Supplier in writing via the Contact Us section of the website, as soon as possible, but in any event within 3 days of the date you discovered or ought to have discovered the damage, defect or complaint. Failure to do so will mean that the said defect occurred at the time when it is actually reported to us.
  • All Promotional items which were supplied free of charge, do not carry any Warranty. 5D Innovations will not be held liable for any faults on these items, as they are provided as-is from the respective manufacturer.
  • We do not accept returns or refund batteries, as one incorrect charge or discharge cycle from the customer can damage the battery. If you have a problem with a battery you purchased from us, we will do our best to ascertain the reason for the problem. Our discretion, or that of the battery manufacturer will be final.
  • This warranty does not apply to any defect in the goods arising from fair wear and tear, wilful damage, accident, negligence by you or any third party, use otherwise than as recommended by the Supplier, failure to follow the Supplier´s instructions, or any alteration or repair carried out without the Supplier’s approval.
  • Modifications
  • Please note that any unauthorised modifications might directly and negatively affect your warranty. These include, but are not limited to: addition or replacement of modular components, installation of incompatible equipment not recommended by us (although we sell many brands, not all items are compatible, please ensure you pair compatible products only, and contact us if in any doubt), installation of additional equipment (ie additional solar panels which then cause the string’s Voc to exceed the MPPT’s rating)
  • Please obtain written authorisation from us or the manufacturer before performing any modifications and/or upgrades
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