Warranty and support

1. Our commitment

SANTORO ENERGIE SRL stays at your side after your purchase. This page explains the warranties that apply to the home batteries, solar panels, portable power stations, charge controllers and installation accessories sold on santoro-energie.com, and what to do if something goes wrong. It supplements our terms and conditions of sale.

2. Legal guarantee of conformity (consumers)

If you buy as a consumer, you benefit from the legal guarantee of conformity under the Belgian Civil Code, implementing Directive (EU) 2019/771: Santoro Energie is liable for any lack of conformity that exists at the time of delivery and becomes apparent within 2 years of delivery.

In the event of a lack of conformity, you are entitled, free of charge:

• first, to have the product repaired or replaced, as you choose, unless the chosen remedy is impossible or would involve disproportionate costs;
• failing that, to a price reduction or to termination of the sale with a refund, in particular where repair or replacement is impossible, is not carried out within a reasonable time or does not resolve the defect.

This legal guarantee applies regardless of any commercial warranty and cannot be excluded or limited to your detriment.

3. Manufacturer’s commercial warranty

Some products also carry a commercial warranty from their manufacturer. Where one exists, its duration and conditions are shown on the product page. It comes in addition to the legal guarantee and does not replace it. Please keep your order form and invoice, as you will be asked for them with any warranty claim.

4. Warranty against hidden defects

All our customers, consumers and business buyers alike, benefit from the warranty against hidden defects under the Civil Code: the seller is liable for hidden defects that make the product unfit for its intended use, or that impair that use so much that the buyer would not have bought it, or would have paid a lower price, had they known of them. Any claim must be brought within a short time of discovering the defect.

5. How to make a warranty claim

1. Write to us at contact@santoro-energie.com or use our contact form, quoting your order number.
2. Describe the problem (circumstances, error messages, when it first appeared) and attach photos of the product, its rating label and, where relevant, the installation.
3. We review your request, ask any further questions we need and confirm the agreed solution by email.
4. If the product has to come back to us, Santoro Energie arranges collection at its own expense; heavy items are collected on a pallet by appointment.
5. Depending on the situation and in accordance with the law, we repair or replace the product, reduce the price or issue a refund.

Where a refund is due, it is made within 14 days of receiving and inspecting the returned product, using the same payment method as for the order unless agreed otherwise.

6. What is not covered

Without prejudice to your statutory rights, the warranties do not cover damage resulting from:

• installation, connection or commissioning that does not follow the manufacturer’s instructions or the applicable standards;
• abnormal use, negligence, impact, dropping or exposure to conditions outside the product’s specifications;
• modification or repair carried out by an unauthorised person;
• normal wear and tear of parts and consumables.

For your safety and so that the warranties can be properly applied, home batteries, solar panels and charge controllers connected to an electrical installation must be installed by a qualified installer.

7. Business customers

For purchases made for business purposes, the legal guarantee of conformity reserved for consumers does not apply. The Civil Code warranty against hidden defects and, where applicable, the manufacturer’s commercial warranty still apply.

8. After-sales support and complaints

Our after-sales service is available online 24/7, by email at contact@santoro-energie.com or through our contact form. To return a product that is not defective, please see our Returns and refunds page.

If you are not satisfied with our answer, you can contact the Belgian Consumer Mediation Service (Service de médiation pour le consommateur) free of charge: North Gate II, Boulevard du Roi Albert II 8 bte 1, 1000 Brussels (mediationconsommateur.be).