Complaints Procedure

1. General Provisions

1.1. This Complaints Procedure governs the manner of and conditions for making complaints about defects in goods purchased from the Seller, SK Partner s.r.o., by the Buyer – a business with its registered office in another EU Member State. It supplements the General Terms and Conditions for Foreign B2B Customers.

1.2. The Complaints Procedure applies to goods that were purchased from the Seller and in respect of which the Buyer's rights arising from defective performance have been exercised within the warranty period.

2. Warranty Period

2.1. The warranty period for Deye inverters is 10 years from the date of sale, but no more than 10 years and 6 months from dispatch from the factory.

2.2. The warranty period for batteries is 10 years or in accordance with the manufacturer's specification.

2.3. The warranty period for accessories is 24 months from the date of delivery.

2.4. The warranty period begins to run on the day the Buyer takes delivery of the goods.

2.5. Deye SUN hybrid inverters are subject to the manufacturer's warranty terms: Deye SUN Series – 10-year warranty for installations in Europe (PDF, in English)

2.6. When making a complaint, the serial number (S/N) must be stated and the proof of purchase presented.

3. Warranty Conditions

3.1. The warranty covers manufacturing defects and defects in material where the goods have been installed by a professionally qualified person in accordance with the manufacturer's instructions.

3.2. The warranty does not cover:

• Defects caused by incorrect installation contrary to the installation instructions
• Defects caused by unprofessional intervention or modification
• Mechanical damage (falls, impacts, transport without the original packaging)
• Damage caused by overvoltage, lightning or other atmospheric influences
• Damage caused by water, moisture or condensation
• Damage caused by the use of incompatible components
• Normal wear and tear
• Defects of which the Buyer was notified at the time of sale

4. Complaint Procedure

4.1. In order to make a complaint, the Buyer is obliged to:

• Contact the Seller by e-mail at info@deyesolar.sk (in Slovak, English, Ukrainian or Russian)
• State the order or invoice number and the serial number of the device
• Attach a copy of the invoice or other proof of purchase
• Describe the fault (what occurs, when and under what circumstances)
• Attach photographs or a video documenting the fault
• Attach a screenshot from the monitoring application showing the error code (if available)

4.2. After receiving the complaint, the Seller shall confirm its receipt and inform the Buyer of the next steps within 3 working days.

5. Manner of Settling the Complaint

5.1. The Seller shall generally decide on the complaint within 30 days of its being made or, as the case may be, of delivery of the goods complained of or of the information needed for the assessment.

5.2. Ways of settling a complaint:

• Repair: repair of the goods free of charge, if possible
• Replacement: replacement of the goods with new or equivalent goods, if repair is not possible
• Price reduction: a reasonable reduction of the purchase price
• Refund: refund of the purchase price in the case of an irremovable defect

6. Costs and Transport

6.1. In the case of a justified complaint, the Seller shall pay the reasonable costs of transporting the goods complained of to the Seller's warehouse in Bratislava and back to the Buyer's address in the EU; the collection is generally organised by the Seller.

6.2. In the case of an unjustified complaint, the costs of transport and diagnostics shall be paid by the Buyer.

6.3. The Buyer is obliged to provide packaging suitable for the transport of the goods complained of. We recommend using the original packaging. Batteries are transported only in accordance with the rules for dangerous goods (ADR).

6.4. The Seller does not provide service at the place of installation abroad. Dismantling and installation of the device are arranged by the Buyer or its installation company in accordance with the Seller's instructions.

7. Remote Diagnostics

7.1. In many cases the problem can be resolved remotely by means of diagnostics via the monitoring system.

7.2. The Seller may ask the Buyer to provide access to the monitoring system for remote diagnostics.

7.3. For a firmware update or a change of settings, the Seller may provide instructions for the steps to be carried out by the Buyer or its installation company.

8. Contact for Complaints

We accept complaints by e-mail in Slovak, English, Ukrainian or Russian.

Last updated 30 September 2026, effective from 13 November 2026