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 the difference between a shipping and a delivery period?

The shipping period runs from the time the order is validated and is the time it takes for processing and preparing your products.

When your order is validated, you will be notified by email/text.

The delivery period runs from collection of your package by the delivery firm.

It is  corresponds to the time necessary for the delivery firm to deliver your package to the delivery address indicated at the time your order is placed.

You will be notified of your order's shipment by email/text.

To summarise:

The delivery date = Shipping date + Carrier's delivery period.

2. 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

3. What are the steps in my order ?

With our only configurator:

1/ Calculate your possible energy savings trought our configurators

2/ Determine the equipment necessary for your installation Add desired products to your cart. When you are logge-in, transport costs are calculated automatically depending on your address. This transport costs are displayed directly in your cart.

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

Tip: private customers can also choose in their cart an Alma Solar installer who will assist during installation. 3 formulas are available: basic, standard, full. When you use an Alma Solar installer who will validate your PV installation, you benefit FREE from the "All risk insurance Alma Solar".

4/ Select a payment method in your cart. Then pay for your order on line. 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 when delivery is made.

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. 

4. What is the amount of the VAT?

The VAT in force is 17%. The VAT is applied on all orders for private customer.

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

For security reasons, credit card payments are limited to 4500 Euros. Above this amount, we advise other means of payment such as bank transfer.

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

The billing address must correspond to the identity and contact details of the person making the order. The delivery address must give the identity and contact details of the person who is going to receive the order.

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 the client.

This option will appear in the carrier's proposal.

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

Creating a business account on Alma Solar is quick and easy.  Click on the yellow login button, at the top right. Next click on "create an account'. You will then be guided in creating an account.

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

You must enter your company's name and VAT number. Once your account is created, it is validated MANUALLY by our customer services, so that you can then benefit from the Alma Solar advantages with pro prices on login, VAT exemption and free delivery from 6000 Euros.

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

Creating an account on Alma Solar is quick and easy.  Click on the yellow login button, at the top right. Next click on "create an account'. You will then be guided in creating an account.

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

I have forgotten my password.

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

1/ You will then receive a confirmation email to re-set your password.

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

3/ Once the password is re-set, 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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Products Alma Solar
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 so are dispatched very quickly. Alma Solar also offers a wide range of services.

2. How can I find the most important information about a product?

To find the most important information, simply look at 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 such as: product guarantees, technical data, assembly guidelines, customer reviews and videos, and more. We aim to give you as much information as possible to help you make the best choice.

3. How do I find out if the product I want is in stock?

Alma Solar has a warehouse which ensures we can store our entire range of products.

95% of our products are in stock.

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Orders on Alma Solar
1. What are the steps in my order ?

With our only configurator:

1/ Calculate your possible energy savings trought our configurators

2/ Determine the equipment necessary for your installation Add desired products to your cart. When you are logge-in, transport costs are calculated automatically depending on your address. This transport costs are displayed directly in your cart.

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

Tip: private customers can also choose in their cart an Alma Solar installer who will assist during installation. 3 formulas are available: basic, standard, full. When you use an Alma Solar installer who will validate your PV installation, you benefit FREE from the "All risk insurance Alma Solar".

4/ Select a payment method in your cart. Then pay for your order on line. 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 when delivery is made.

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 you order from Switzerland?

Create an online account and enter your address. The amount, ex VAT, appears automatically.

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

Validate your payment after making order on line.

At reception, you will pay at carrier the Swiss VAT.

3. How can you pay ex-tax?

To benefit excluding taxes order, you have to be a professional outside Luxembourg with a valid VAT number. You must complete the fields directly in "address" part of your account when you create your account.

When you are logged in, with a valid company name and valid VAT number, the shop automatically displays amount ex tax of all products. So VAT changes to 0% in your cart.

NB: as a business, you must declare this import to the customs (monthly, quarterly or yearly, decided by your accountant). Alma Solar declares this 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. Are payments on Alma Solar secure?

It' s important to know that the payment for your order is made directly through our partner banks. When you are on your payment page, the address of your page (known as the URL) becomes HTTPS. The "S" that is added assures you that the data is encrypted and cannot be intercepted. You can then be sure you are on a secure page.

2. What types of payment are accepted by Alma Solar?

Several types of payment are accepted on Alma solar.

You can make payment for your order by bank transfer, credit card (VISA/MASTERCARD), 1€.com, SOFORTBANKING, Bancontact (Belgium), iDeal (Netherlands). You can find all payment methods directly in your cart at part: "choose your method of payment".

3. How can pay by bank transfer?

In your cart, select "Bank transfer" payment. Then, you will receive our bank details by email and email confirmation of your order. You have to make a bank transfer trought 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 transfer into our account.

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Preparation and Shipment of order
1. How can I track my order?

When you have placed the order, you will receive confirmation by email. Each time your order changes status, you will receive an email and/or text. You can also track your order status from your customer account in "Order history".

Our logistics will then send you your tracking number.

2. After shipping, how long will the package take to be delivered?

At Alma Solar, delivery takes between 1 and 7 days. Once the package is shipped from our shop (Luxembourg), it should take between 1 to 3 days for the carrier to deliver you your order.

3. What are the delivery methods offered?

1/ Delivery to home with Dascher and UPS. Delivery starts within 24 hours after your package leaves our warehouses.

2/ Collection from the shop: you can collect your goods from our warehouse. See the address here.

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Delivery and returns of order
1. Can I have my order delivered to a different address from my billing address?

It is possible to deliver your order to an address that is different from your billing address. To do this, simply add a new address by clicking on "My account", then "My addresses" and then add a new delivery address.

At the checkout screen, you will be able to select a billing address and a delivery address.

2. Why is it important to check with the carrier?

It is essential to verify that your order with driver because we guarantee your order of 100% of its value. If breakage has occurred during transport, you must notify the driver immediately. In this case, we can give you a refund or replace the piece damaged free of charge. If you do not notify some damage to the driver, insurance will consider the delivery is conformed (through improper use, having dropped them, or other reasons).

3. 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 the next day. If you are out the second time around, UPS will leave your parcel at nearest authorised delivery centre to you (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 courier will always contact you to arrange delivery. If it does not reach you, the merchandise will continue to show up as 'pending confirmation' or 'returned by you'.

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Configurators Alma Solar
1.How does the Alma Solar simulator work?

We have developed a simulator Alma Solar that takes under a minute to calculate the possible energy savings by converting to photovoltaics.

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 savings for a year.

Don't know what your annual consumption is? 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 (in case of installing for own use) and small construction tools.

Tip: add these products to your basket to make the ordering process even easier.

Alma Solar installer
1. What installation solutions does Alma Solar offer?

So we can offer you the best service possible, Alma Solar offers you 2 solutions for your PV installation.

1/ From the Alma Solar directory, choose the installer located closest to you and make an appointment with them. Alma Solar acts as go-between.

2/ Alma Solar has created its own professional network. These are qualified  Alma Solar installers who come out directly to you and help you install your PV kit. There are 3 levels of assistance depending on your needs and technical skills. Find out more about your Alma Solar installer.

2. 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.

3. 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.

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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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