A question, a remark ?

The questions you asked us are contributed to realize this topic! You have 90 percent of chance to find your answer directly on this different sections.

Most Frequently Asked Questions
1. What is all risks insurance Alma Solar?

The all risks Alma Solar insurance is a total guarantee of all parts of a photovoltaic / solar cell kit.

The insurance includes : damage due to meteorological phenomena ( storms; hail; lightening); damage caused by exceptional phenomena ( fire, water damage ), technical risks ( power surges, explosions) and damage caused by vandalism ( theft and attempted thefts)

Duration of Guarantee : 5 years

2. What are the different steps for ordering?

Use our configurators:

1/ Calculate your possible energy savings through our configurators

2/ Determine the equipment needed for your installation using the configurator. Add the desired products to your cart. If you are logged in, transport costs will be calculated automatically depending on your address. The transport costs are displayed in your cart.

3/ Check your delivery address and choose the cheapest carrier.

Tip: private customers can also select an Alma Solar installer in their cart. The installer will assist you during installation. 3 formulas are available: basic, standard, full. If an Alma Solar installer validates your PV installation, you benefit from the "Alma Solar All risk insurance" for free.

4/ Select a payment method in your cart and pay for your order online. You will receive an email confirmation.  If you do not receive it, please check your spam box.

5/ As soon as your order is shipped, you will receive a confirmation SMS.

6/ The day before delivery, our carrier will contact you to ensure that you will be there for delivery.

7/ On delivery, check the goods properly in the presence of the carrier before signing the delivery note.

8/ Evaluate your products and our services directly in our shop. 

3. What is the difference between the shipping and delivery time?

The shipping time refers to the time from the order validation until the order is fully processed and the parcel prepared.

We will notify you by email/text when your order is validated.

The delivery period starts whe the delivery firm collects the parcel.

It corresponds to the time needed by the delivery firm to deliver your parcel to the delivery address indicated when placing the order.

We will notify your by email/text when your parcel is on its way to you.

To summarise:

Delivery date = Date of shipping + carrier's delivery period.

4. How high is the VAT?

The VAT currently in force is 17%. The VAT applies on all orders from private customers.

5. What is the maximum amount that I can pay by credit card?

For security reasons, credit card payments are limited to 4.500 Euros. Above this amount, please chose another payment method such as bank transfer.

Faq topics
My account
1. What is the difference between the delivery address and billing address?

The billing address holds all the information about the identity and contact details of the person making the order. The delivery address holds the information about the identity and contact details of the order recipient.

For the pros among you, the delivery address can be different from the billing address if you want the equipment to be shipped directly to your client.

This option will show up when picking a carrier.

2. I'm a business owner. How can I create a business account?

Creating a business account on Alma Solar is easy.  Simply click on the yellow login button at the top right. Then, click on "create an account'. You will then be guided through the necessary steps for creating an account.

NB: Make sure you select "BUSINESS" in the drop down menu.

Please enter your company's name and VAT number. The creation of a new account requires a manual validation through our customer service. With your business account, you can benefit from all the Alma Solar advantages such as preferential prices on login, VAT exemption and free delivery on all orders exceeding 6.000€.

3. I'm a private individual. How do I open an account?

Creating an account on Alma Solar is easy. Simply click on the yellow login button at the top right of the page. Then, click on "create an account'. You will then be guided through the different steps for creating an account.

NB: Make sure you select "INDIVIDUAL" in the drop down menu.

You forgot your password?

Click on "login" at the top right of the page. Then, click on "forgotten password" and enter your email address.

1/ You will receive a confirmation email to reset your password.

2/ Click on the link in the email you received.

3/ Once the password is reset, you will receive a second email with your new password.

You can now login with your email address and your new password.

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Alma Solar products
1. What kinds of products can I find in the Alma Solar shop?

Alma Solar offers more than 500 product references, centred around 5 main areas:

> Solar panels in mono-/poly-crystalline and dual-glass.

> Solar inverters

> Solar batteries

> Accessories

> Fastening

95% of products are in stock and dispatched very quickly. Alma Solar also offers a wide range of services.

2. Where can I find the main product information?

You can find all the relevant product information on the product data sheet. In the upper part, you will find the product's main features. By clicking on the tabs, you will find all the additional information regarding product guarantees, technical data, assembly guidelines, customer reviews, videos and much more. We aim to give you as much information as possible to help you make the best choice.

3. How do I know the product I need is in stock?

Alma Solar has a warehouse which stores our entire range of products.

95% of our products are in stock.

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Orders on Alma Solar
1. What are the different steps for ordering?

Use our configurators:

1/ Calculate your possible energy savings through our configurators

2/ Determine the equipment needed for your installation using the configurator. Add the desired products to your cart. If you are logged in, transport costs will be calculated automatically depending on your address. The transport costs are displayed in your cart.

3/ Check your delivery address and choose the cheapest carrier.

Tip: private customers can also select an Alma Solar installer in their cart. The installer will assist you during installation. 3 formulas are available: basic, standard, full. If an Alma Solar installer validates your PV installation, you benefit from the "Alma Solar All risk insurance" for free.

4/ Select a payment method in your cart and pay for your order online. You will receive an email confirmation.  If you do not receive it, please check your spam box.

5/ As soon as your order is shipped, you will receive a confirmation SMS.

6/ The day before delivery, our carrier will contact you to ensure that you will be there for delivery.

7/ On delivery, check the goods properly in the presence of the carrier before signing the delivery note.

8/ Evaluate your products and our services directly in our shop. 

2. How can I order from Switzerland?

Create an online account and enter your address. The amount without the VAT appears automatically.

Add the desired products to your cart. The transport costs are calculated automatically. Customs charges are included in this transport price.

Order online and proceed to the payment.

At reception, please pay the Swiss VAT to the carrier.

3. Who is intitled to VAT exemptions?

Professionals outside of Luxembourg with a valid VAT number are eligible for VAT exemptions. Please fill in the relevant information in the address section of your account when creating it.

When you are logged in with a valid company name and valid VAT number, the shop will automatically display VAT-free prices for all products. The VAT is shown with 0% in your cart.

NB: As a business, you must declare the import of products to the customs (monthly, quarterly or yearly, ask your accountant). Alma Solar declares the export. If customs do not receive your declaration of import and export, you risk administration penalties for VAT fraud.

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Payments on Alma Solar
1. Which payment methods are accepted on Alma Solar?

Alma Solar accepts several payment methods.

You can pay for your order via bank transfer, by credit card (VISA/MASTERCARD), 1€.com, SOFORTBANKING, Bancontact (Belgium) or iDeal (Netherlands). All payment methods are listed in your cart under "Choose your payment method".

2. How can I pay via bank transfer?

Select "Bank transfer" as a payment method in your cart. Then, you will receive our bank details by email, as well as an order confirmation via email. Please proceed to making a regular bank transfer via your bank.

We have no means of knowing your bank identity. This payment method is one of the most secure. Your order will be validated on receipt of your payment.

3. Why do I have to validate my credit card payment using 3D Secure?

VISA and MASTERCARDs use 3D Secure in order to guarantee you are the owner of the credit card. This gives you maximum security for all your credit card payments on Alma Solar. You will receive a confirmation code by email or text message during the payment process. Your bank sends the code to the credit card owner. Please fill it in to valid your credit card payment.

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Order preparation and shipping
1. How can I track my order?

Once you have placed your order, you will receive a confirmation by email. You will receive an email and/or text each time the status of your order changes. You can also track your order and its status on your customer account in the section "Order history".

Our logistics team will send you your tracking number once your parcel is ready.

2. What is the difference between the shipping and delivery time?

The shipping time refers to the time from the order validation until the order is fully processed and the parcel prepared.

We will notify you by email/text when your order is validated.

The delivery period starts whe the delivery firm collects the parcel.

It corresponds to the time needed by the delivery firm to deliver your parcel to the delivery address indicated when placing the order.

We will notify your by email/text when your parcel is on its way to you.

To summarise:

Delivery date = Date of shipping + carrier's delivery period.

3. Why is my order shipped in several packages?

If you have ordered multiple products with different delivery time, our logistics team might split your order into several parcels to reduce the waiting time.

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Delivery and returns
1. Why is it important to check my order with the carrier?

It is essential that you verify your order with the carrier as we guarantee your order of 100% of its value. If breakage has occurred during transport, you must notify the driver immediately. We can then give you a refund or replace the damageed item free of charge. If you do not notify damages to the carrier, insurance will consider you as responsible for the damages (through improper use, dropping items or other reasons).

2. What happens if I miss my delivery?

If your delivery is being handled by UPS, the courier will come back to your house once more, usually on the next day. If you are absent the second time around, UPS will leave your parcel at the nearest authorised delivery centre (e.g. newsagent's, grocer's, etc.). With the tracking number sent by ALMA SOLAR, you can find this collection address.

If your delivery is being handled by DACHSER, the carrier will always contact you to arrange delivery. If you are not to be reached, the parcel will continue to show up as "pending confirmation" until it is delivered or returned.

3. How can I benefit from free shipping?

Transport costs are free for orders exceeding €6.000. Shipping fees are calculated directly in the cart. If you have placed items worth more than €6.000 in your cart, transport costs will automatically show up as free.

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Our configurators
1.How does the Alma Solar simulator work?

We have developed an Alma Solar simulator that calculates the possible energy savings through the use of photovoltaics within less than a minute.

It is quick and easy. First, fill in your location. Then, based on the surface of your roof and on your annual electricity consumption, our simulator works out your expected savings for one year.

You do not know your annual consumption? The simulator will help you to work it out.

2.How does the advanced Alma Solar configurator work?

The advanced Alma Solar configurator allows you to work out what materials you will need to install your photovoltaic system. Depending on your needs and budget, it will work out which panels, converters, batteries (for installation for own use) and small construction tools you need.

Tip: Adding these products to your cart will make the ordering process even easier.

Alma Solar installer
1. Who do I pay for the installation service?

When you request an Alma Solar installer, all your order is paid for through Alma Solar.

With regard to installers from the directory, the installer is paid directly for the service.

We advise you to consult at least 3 professionals to compare quotations.

2. How does the Alma Solar installation service work?

It's quick and easy. In your basket, select the delivery method. After you have chosen a delivery option, we suggest you use an Alma Solar installer depending on your locality. You then choose the level of assistance you want depending on your project and you pay on line. The advantage: 1 single order for all services.

The installer makes an appointment with you within 48 hours.

When he comes out to you, he will guide you through all the installation stages, make your site safe and carry out a 40-point inspection.

You can also choose the Alma Solar installer upstream from the order. For that you come here.

Tip: Amateurs, request an Alma Solar installer to make your installation comply and then benefit from free Alma Solar fully comprehensive insurance for your PV kit.

3. Does the Alma Solar installer fit the solar panels?

The Alma Solar installer doesn't do it himself but helps you and accompanies you throughout the installation of the kit. He works between half a day and 2 days depending on your need for assistance.

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Alma Solar Guarantee
1. What is all risks insurance Alma Solar?

The all risks Alma Solar insurance is a total guarantee of all parts of a photovoltaic / solar cell kit.

The insurance includes : damage due to meteorological phenomena ( storms; hail; lightening); damage caused by exceptional phenomena ( fire, water damage ), technical risks ( power surges, explosions) and damage caused by vandalism ( theft and attempted thefts)

Duration of Guarantee : 5 years

2. As a private client, how can I benefit Alma Solar guarantee?

As a private client, it's essential to have your installation validated by an Alma  Solar installer in order to benefit from this guarantee.

There are 3 types of insurance available to you: basic, standard and complete.

Important : In case of an incident, an Alma Solar installer must validate the installation. Without this validation, the guarantee will not be taken into account.

When placing your order for the equipment, please add Alma Solar installer to your basket.

3. As a Professional, how do I benefit from the Alma Solar guarantees?

As a professional, you will automatically benefit a guarantee for free on all your Alma Solar purchases.

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Customer service
1. What is the manufacturer's guarantee for my product?

All the guarantees of our products are displayed on the product page, in the footer, the "guarantee" tab. The warranty conditions are available in the "Downloads" tab in PDF form.
You must keep your purchase invoice that serves as proof of purchase.

2. What is the duration of my guarantee?

The guarantee period of our products are displayed on the product page, the "guarantee" and the "Technical" tab. It may be that the warranty periods are available in the "Downloads" tab with PDF form.
You must keep your purchase invoice that serves as proof of purchase.

3. I've received a faulty product, what shall i do?

You have two choices. Ìn both cases, please provide the following information:

What is the default? What is the error message? Send us product's serial number and product photos.

1 / Contact us by email or phone by clicking here: contact us

Our commercial team are able to assess default and give you a solution in the shortest possible time. If we are unable to solve your problem, we will implement the warranty. We will then act as intermediary with the manufacturer to ensure that warranty is respected.

2 / Contact the manufacturer directly to start the warranty process.

Simply go on the item's page and click the "warranty" tab. There, you'll find all contact details. Please note that 90% of faults are related to a connection problem.

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Reviews Alma Solar
1.Are the reviews original?

All reviews posted on the site are original and validated after by our customer service to verify the authenticity of the comments.

We do not alter the reviews, and we do not correct the spelling mistakes or the syntax.

A review is an opinion and even if it is not flattering, it will remain online.

The information is also in accordance with the our clients' usage and your feedback is very important to us.

2.How to submit a product review?

After receiving your order, you will receive an email or SMS asking you to comment on the products ordered.

On each product page, click on "Guest Reviews" tab and click link "add your review / Be the first to review".

Do not forget to add your name and comment on the assembly, the technical specifications of the product, its effectiveness, efficiency etc ...

3.How to report abusive comments?

On each product page, click on "Customer Reviews" tab and then on tab "Report Abuse".

Newsletter
1. How often is the newsletter sent out?

Our newsletter is monthly. So you receive this newsletter once a month.

2. How to register for our newsletter?

Signing up for Alma Solar newsletter is simple. Just enter your email address in footer website "Newsletter" and click Ok. You will then receive a confirmation email.

3. What's in the newsletter?

The Alma Solar Newsletter mainly deals with news of photovoltaics and renewable energy, self-consumption, smart grids and all products that facilitate access to solar energy.

You'll also find content on our latest products from out catalogue as well as promotions and information about all our news.

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