Frequently Asked Questions | FAQ
Questions about returns
How do I report a return?
You can easily register your return via your customer account. Once we receive your request, we will review it and send you a return label via email.
How do I return a product?
Please package the product securely and attach the return label visibly to the outside of the package. Then drop it off at the DHL/Post office or the specified shipping service provider.
Are there any shipping costs for returns?
Returns are generally free of charge for you if the return is justified or covered by the warranty. Voluntary returns will incur a fee.
If I return the item, will I get the full purchase price back?
Yes, once the return has been inspected and accepted, we will refund the purchase amount using the original payment method.
What should I do if I received the wrong product?
Please contact our customer service immediately. We will send you a return label and the correct product as quickly as possible.
Questions about shipping
How do I place an order?
Select the products you want in our online shop, add them to your shopping cart, and follow the order process until completion.
How much are the shipping costs?
The exact shipping costs will be displayed during checkout. For orders above a certain value, shipping is free within Germany.
Do I need a customer account to place an order?
No, you can also order as a guest. However, a customer account offers you advantages such as an overview of your orders and faster processing.
How can I see if the product I want is in stock?
The stock status is displayed on the product page. Products with a green indicator are immediately available.
What does “currently unavailable” mean?
The product is currently out of stock and cannot be ordered temporarily.
What does the inventory status mean?
The stock status shows you whether only a few items are left or whether a larger quantity is in stock.
How can I place a pre-order?
You can add pre-order products to your shopping cart and pay as usual. We'll inform you of the expected delivery date.
How can I change my order?
As long as the order has not yet been shipped, you can have it adjusted through customer service.
Where is my order?
After shipping, you will receive a tracking number that you can use to track your order online at any time.
How do I cancel my order?
Contact our customer service as soon as possible. If the order hasn't been shipped yet, we can easily cancel it.
Questions about delivery and collection
What should I do if I want my order to be delivered to a different address?
You can enter a different delivery address during checkout or save it in your customer account.
What should I do if I want to pick up my parcel from a DHL parcel shop?
Select "Delivery to Packstation/Parcel Shop" during checkout and enter the relevant information. The rule applies here: Parcels up to 20 kg.
Can I also pick up my package at the warehouse in Lüneburg?
Yes, pickup in Lüneburg is possible by prior arrangement. Please contact us in advance.
How can I have my order delivered on my desired date?
You can select a desired date during checkout. We will then coordinate delivery with DHL or a shipping company.
Questions about payment options
What payment options do I have?
We offer common payment methods such as PayPal, credit card, direct bank transfer, advance payment, and purchase on account. All payment options are listed below in the footer.
What is Solarkontor's account number?
You will find the bank details for advance payments in your order confirmation.
How secure is our payment environment?
All transactions are protected by SSL encryption. We also work with certified payment providers.
What should I do if my payment failed?
Please check your details and try again. If it doesn't work, contact our customer service.
How do I receive my refund?
Refunds will be made using the same payment method you used to place your order.
Questions about the guarantee
How long is the warranty on my products?
All products come with a statutory warranty of two years. Many manufacturers also offer longer warranties – this is clearly stated in the product information.
When does the warranty expire?
The warranty is void if damage is caused by improper use, modifications or external influences.
When does my product have user damage?
If damage is caused by incorrect handling or external influences (e.g. falls, moisture), it is referred to as user damage.
Questions about the POS Solarkontor
Can I also return a product at the POS (sales office)?
Yes, you can also drop off returns directly at the sales office. Please let us know in advance so we can prepare everything.
What is the address of the POS (sales office)?
Our sales office is located in Lüneburg. You can find the exact address in our legal notice or on the contact page.
