Customer Care
British support for UKSOL customers, installers, retailers and distributors.
We want every customer to receive clear, practical help throughout the life of their UKSOL product. This page explains the quickest route for technical enquiries, warranty support, damaged deliveries, returns and complaints.
Contact UKSOL
Email: info@uksol.uk
Telephone: 01753 910327
Address: UKSOL Ltd, 1 Chalfont Park, Gerrards Cross, Buckinghamshire, SL9 0BG
To help us deal with your enquiry efficiently, please include:
• Your full name and contact details
• The product model and serial number
• Proof of purchase and installation date
• Your retailer, supplier and installer details
• Clear photographs of the product label and any visible issue
• A description of the checks already completed
Technical support
Who should I contact about system performance or installation?
Your solar installer should normally be your first contact for system output, wiring, inverter, monitoring, mounting or installation issues. UKSOL can support installers with module specifications, product documents and warranty information.
Where can I find technical documents?
Datasheets, certificates and product documents are available in the Downloads and relevant product areas of UKSOL.UK. If you cannot find the document for your exact model, email the model number to info@uksol.uk.
Can UKSOL diagnose a complete solar system remotely?
UKSOL manufactures and supplies products but may not have access to the complete installation, inverter data or site conditions. We may ask your installer for test results, photographs, monitoring data and electrical measurements before providing an assessment.
Warranty support
What warranty applies to my product?
Warranty periods and cover depend on the product model, order date and applicable warranty terms. UKSOL solar modules include a British-backed product and performance warranty, while UKSOL Plug-In Solar Pro complete kits include a 10-year British warranty. Check the warranty supplied with the exact product.
How do I start a warranty enquiry?
Email info@uksol.uk with the model and serial number, proof of purchase, installation date, installer details, photographs and a clear description of the issue. We may request test results or further evidence before assessing the claim.
Does a warranty claim automatically mean a product is faulty?
No. Reduced output may result from shading, soiling, orientation, weather, wiring, inverter settings or another system component. A warranty decision can be made only after the available evidence has been reviewed under the applicable terms.
Delivery and damaged goods
What should I do if goods arrive damaged?
Do not install damaged equipment. Photograph the outer packaging, delivery labels and affected product before moving or unpacking it further. Retain all packaging and contact the retailer or supplier promptly.
Should I sign for damaged goods?
Where possible, note visible damage with the delivery company before signing. If damage is discovered after delivery, photograph it immediately and report it within the timescale stated by the retailer or supplier.
Who handles a delivery claim?
The business that sold the goods normally manages the delivery claim, replacement or credit. UKSOL will assist its authorised retailers and distributors where product information is required.
Returns, cancellations and refunds
Who should I contact about a return or cancellation?
Contact the retailer, wholesaler or installer that sold the product. That business normally handles cancellations, returns and refunds under its terms and your statutory rights.
Can I return a large solar product without arranging it first?
No. Solar modules and complete kits are large, heavy and fragile. Contact the seller before sending anything back so that it can provide the return address, packaging requirements, authorisation and collection arrangements.
Complaints
How do I make a complaint?
Email info@uksol.uk with “Customer Complaint” in the subject line. Include the order details, people already contacted, a clear description of the issue, supporting evidence and the outcome you are seeking.
What happens after I complain?
UKSOL will acknowledge, review and investigate the complaint in line with its Customer Complaints Procedure. We may contact the retailer, distributor, installer, delivery company or technical team where this is necessary to establish the facts.
Safety information
What should I do if I believe a product is unsafe?
Stop using the product, keep people away and follow the safe shutdown procedure supplied with the system. Do not open or repair electrical components. Contact UKSOL, the retailer and a qualified electrician as appropriate. If there is smoke, fire or immediate danger, move away and call 999.
Can I repair or modify a UKSOL product myself?
No. Unauthorised repairs, altered labels, substituted connectors, drilled frames or other modifications may create a safety risk and affect compliance and warranty cover. Use suitably qualified professionals and approved components.
Product care
Where is the serial number?
The model and serial number are printed on the product label, normally on the rear of a solar module or on the relevant equipment enclosure. Do not remove, cover or alter the label.
Can I stand or walk on a solar panel?
No. Walking, standing or sitting on a panel can cause glass, cell or backsheet damage that may not be immediately visible and can affect performance, safety and warranty cover.
How should solar panels be cleaned?
Do not use abrasive products, harsh chemicals or a pressure washer. Do not clean a panel while it is hot and never take risks working at height. Follow the product and installation guidance and use a competent professional where access is difficult.
Important
This page provides general customer-care guidance. The applicable contract, retailer terms, product instructions, warranty conditions and statutory rights take priority.