Return & Refund Policy

Return Window

You have 30 days from the date of collection to initiate a return for defective items. The return window begins on the day the order is collected from our store, as shown on the invoice. Returns requested after this 30-day period may not be accepted.

Defective Product Procedure

If a product you collected proves faulty or does not function as described, please contact us immediately. Document the defect with photos or video evidence and send it to us by email at sales@longi-solar.net. Our technical team will review the evidence and advise on the next steps.

Condition Requirements

Returned items must be unused and in their original packaging, including all accessories, manuals, mounting hardware, cables, and components. The product must show no signs of installation, physical damage caused by the customer, water exposure, or electrical modification.

Installed & Used Equipment

Products that have been installed, mounted, wired, or otherwise put into use are not eligible for return. This includes solar panels that have been mounted on a roof or rack system and any equipment showing signs of field deployment. For installed products that develop faults, please refer to the manufacturer warranty terms instead.

Exchange Policy

We offer exchanges for defective items only. If your product is confirmed defective within the 30-day return window, you may request a replacement of the same model instead of a refund. Exchanges are subject to product availability. If the same model is out of stock, we will offer a full refund or a comparable alternative.

No Returns for Change of Mind

We do not accept returns or exchanges due to change of mind, incorrect product selection by the customer, or buyer's remorse. Please review product specifications and compatibility requirements carefully before placing your order.

Where a Return Goes

A defective item is returned to the store it was collected from, in Dubai or Riyadh, and handing it in costs nothing. Getting the item back to the store is the customer's to arrange.

RMA (Return Merchandise Authorization) Process

Step 1: Contact us by email at sales@longi-solar.net or by phone with photos or video of the defect. Step 2: Our team reviews your case and issues an RMA number within 1-2 business days. Step 3: Pack the item securely with the RMA number clearly written on the box. Step 4: Bring it back to the store it was collected from. Step 5: We inspect the item within 2 business days. Step 6: Refund or replacement is processed upon confirmation.

Refund Method & Timeline

Once the defect is confirmed, your refund will be processed within 7-14 business days to the original payment method. Alternatively, you may opt for store credit. Refunds are issued in the same currency as the original transaction.

International Returns

This return policy applies to all customers in the regions we serve: UAE, Saudi Arabia, Bahrain, Qatar, Kuwait, Oman, Iraq, Lebanon, Syria, Yemen, Sudan and France. A customer who took the order abroad is responsible for bringing the item back to the store, transport and customs fees included. For European customers, statutory consumer rights under EU law apply in addition to this policy.

Contact Us for Returns

To initiate a return or ask questions, contact us via: Email: sales@longi-solar.net | Phone: available on our contact page. Our customer service team is available every day, 9:30 AM to 9:00 PM (GST/UAE time).