A solar panel warranty is only as good as your ability to prove a claim. The panel carries a 25 to 30 year promise on paper, but in Pakistan that promise runs through an importer or distributor, and what decides whether a claim succeeds is rarely the manufacturer’s brand name. It is whether you kept the right documents, whether you can show the fault is a defect rather than damage, and whether the seller still exists and answers the phone when you call.
This guide covers what the two warranties actually promise, the documents to keep from day one, the claim process in order, what usually gets a claim rejected, and what to do if the seller will not cooperate.
Warranty terms differ by brand, model and importer, so always read the warranty document supplied with your own panels. What follows is the general process that applies across Tier-1 brands sold here.
Two warranties, not one
Every panel carries two separate promises, and mixing them up is the first reason claims stall.
| Product (materials and workmanship) warranty | Performance (linear power) warranty | |
|---|---|---|
| What it covers | Physical defects: delamination, junction box failure, frame defects, glass problems from manufacture | Output falling below a guaranteed level over time |
| Typical length | 10 to 15 years | 25 to 30 years |
| Example | A panel whose backsheet peels or whose cells show defects within the period | A panel producing less than the guaranteed percentage of its rated power in year 18 |
| Typical remedy | Repair, replace or refund at the manufacturer’s choice | Replacement or a top-up of the missing wattage |
Premium series sometimes offer longer terms. The Longi Hi-MO X10 range, for example, carries a 15 year product warranty and a linear power warranty of up to 30 years, covered in our Longi 645W price and specs guide.
The performance warranty is not a promise that output never falls. Every panel degrades, and the guarantee is that it will not degrade faster than a stated curve. A panel producing 97 percent of rated power after one year is not a claim. A panel at 85 percent after five years probably is. How degradation normally progresses, and what counts as normal, is laid out in our solar panel kitne saal chalta hai guide.
Documents to keep from day one
Most failed claims are lost at the paperwork stage years before anyone files them. Build one folder, paper and phone photos, on the day of delivery.
- The invoice, showing the seller’s name, the date, the brand, model and wattage, and the quantity.
- The serial number of every panel, photographed at delivery. Serials are on the rear nameplate and usually on a barcode sticker as well. Photograph them before installation, because after mounting the labels face the roof.
- The warranty document itself, or a copy of the manufacturer’s warranty terms for that exact series.
- The factory flash test report if the seller supplied one. This is the baseline against which a future performance claim is measured.
- Installation photos and the installer’s details, including how the panels were mounted and earthed.
- Your generation log from the inverter, which is the evidence for a performance complaint.
If your panels came without serial photos, take them now, before a fault appears. A claim without serials is a claim that cannot be matched to a production batch.
The claim process, step by step
1. Rule out causes that are not the panel. Before calling anyone, check dust, new shading, loose connectors and inverter faults. A seller will ask whether you have done so, and a technician will find it quickly if you have not. The checks are in our why is my solar production dropping guide. Many apparent panel faults turn out to be a loose connector or a dirty array, and a claim filed over one wastes weeks.
2. Document the fault. For a physical defect, take clear photographs: the whole panel, the defect close up, the nameplate with the serial visible. For a performance fault, note the date, the weather and the output of the affected string against an identical string on the same orientation.
3. Contact the seller in writing. A WhatsApp message or email creates a dated record, which a phone call does not. State the problem, attach photos, give the serial number and the invoice date, and say plainly that you are making a warranty claim.
4. Expect a verification step. For physical damage, the seller or importer may ask for a site inspection. For a suspected performance fault, expect a request for an IV curve measurement or a flash test, which measures the panel’s actual output against its rated output. Insist that testing is done by an independent technician or the importer’s engineer rather than an informal opinion from the installer. A proper result is written, dated and carries the serial number.
5. The importer escalates to the manufacturer. In Pakistan the importer or authorised distributor is the practical warranty provider. They submit the evidence to the manufacturer’s regional service team, who decide whether the claim falls under the warranty. This is the slowest stage and commonly takes weeks. Ask the seller for a reference number and a realistic timeline.
6. Resolution. The outcome is normally a replacement panel, a repair, or compensation in kind. Panels are rarely refunded. Check what you are offered against the warranty text: a replacement that is a different model or a lower wattage should be agreed in writing, because mismatched panels in a series string cause output problems of their own.
Performance claims need fair measurement
A performance claim is the hardest kind to win, because output varies with temperature, irradiance and dust, and a seller can fairly argue that a low reading was taken in poor conditions. Strengthen your case by comparing the suspect panel against an identical panel on the same roof, measured at the same moment, and by asking for a flash test or an IV curve test under standard conditions rather than relying on a rooftop clamp reading. Remember that the guaranteed figure is a percentage of rated power on a declining curve, so work out what the warranty promises for your panel’s exact age before you file. Claiming too early, when the panel is still inside the allowed degradation band, only produces a rejection and a damaged relationship with the seller.
What claims usually cover, and what they do not
| Usually covered | Usually excluded |
|---|---|
| Manufacturing defects in cells, glass, frame or junction box | Cracks from impact, hail, falling objects or foot traffic |
| Delamination and backsheet failure under normal use | Damage during transport or installation |
| Output below the guaranteed degradation curve | Faults caused by poor wiring, bad earthing or a wrongly sized string |
| Premature hot spots from a cell defect | Corrosion from unsuitable structure or chemical contact |
| Failed bypass diodes not caused by lightning | Lightning, floods and other force majeure events |
Two exclusions catch people most often. The first is installation quality: a manufacturer will decline a claim where the cause is a loose connector or an improperly earthed array, and the installer, not the manufacturer, is then responsible. Good installation practice is covered in our solar panel installation in Karachi guide, and the same principles apply anywhere in the country. The second is cleaning damage: scratching the glass with abrasive tools or forcing water past the seals can void the warranty.
Labour and transport are another common surprise. Most warranties replace the panel but do not pay for dismantling, shipping the faulty panel back, or installing the replacement. Ask before you buy who bears those costs, because on a rooftop array they can be significant.
Why the seller matters more than the brand
A 25 year warranty is a promise by a company that has to exist in year 15. Importers and distributors in this market come and go. A panel from a respected manufacturer sold by a trader who has since closed leaves you with a warranty that is real on paper and unenforceable in practice.
That is the strongest argument for buying from an established seller and against chasing the lowest rate. It also connects to the grade question. B-grade and relabelled stock often carries a reduced warranty, a seller-only warranty or none at all, and the difference between grades is explained in our A-grade vs B-grade solar panels guide. Ask for the warranty terms of the specific batch you are buying, not a general statement about the brand.
Counterfeit and relabelled panels
If a panel’s serial number does not verify with the manufacturer, there is no claim to make, because the warranty belongs to the genuine product. This is why verification at purchase matters more than any later step. The manufacturer serial lookups and field checks are laid out in our how to spot fake solar panels guide. Run them on delivery day, while the seller is still on the hook and the pallet is still in front of you.
If the seller refuses or stops responding
Work through these in order.
- Send a formal written notice by email and WhatsApp, citing the invoice date, serial numbers and the warranty term, with a date by which you expect a response.
- Contact the manufacturer’s regional office directly, with your invoice and serials. Some manufacturers accept claims from end customers if the distributor is unresponsive, though policy varies.
- Check whether the seller sold a third-party extended warranty or insurance, which has its own claims route.
- Consider a complaint to the consumer protection authority in your province, particularly for a clear defect and an unresponsive seller. Keep copies of every message.
Each of these goes better with a complete folder of documents. Without serials and an invoice, steps two to four are weak.
Getting a claim started with BuySolars
If your panels were bought through us and you suspect a fault, send the invoice details, panel serial numbers and photographs over WhatsApp, along with a short description of what you have observed and what you have already ruled out. If you are comparing sellers before buying, ask each one in writing for the warranty terms, the claims contact and who pays for labour and transport on a replacement. The answers tell you more about the real value of a warranty than the number of years printed on the datasheet.
Our team is reachable through the contact us page and WhatsApp, and current stock with documentation is on our products page. We deliver across Pakistan with nationwide delivery.
WhatsApp 03192070022 with your invoice and panel serials to start a warranty claim.
Typically 10 to 15 years on materials and workmanship, and 25 to 30 years on linear power output.
Yes. The invoice and the panel serial numbers are the core of any claim.
Only if the crack is a manufacturing defect. Impact, hail and installation damage are usually excluded.
Usually you do. Most warranties cover the panel itself, not labour or transport, so ask before buying.
Contact the manufacturer’s regional office directly with your invoice and serials, and keep written records of every attempt.