When you buy from SOLARVIC as a consumer, you have two independent forms of protection: the legal guarantee, which we are responsible for as the seller, and, depending on the product, a voluntary commercial guarantee from the producer. This page explains what each one means and what to do if something goes wrong.
Legal guarantee
All goods sold in the European Union come with a legal guarantee of conformity of at least two years. In Austria, the period for new goods is two years from delivery. If a defect appears within the first year, it is presumed to have existed at the time of delivery.
| Point | What applies |
|---|---|
| Who is liable | The seller, SOLARVIC PLUS GmbH. A producer's guarantee does not change this. |
| Duration | At least two years in the EU, in Austria two years from delivery. Some countries apply a longer period. For second-hand goods a shorter period may apply, but not less than one year. |
| What counts as a defect | The goods do not match the description or do not work as intended, and the defect already existed at the time of delivery. |
| Your remedies | Free repair or free replacement. In certain cases a price reduction or a full refund of the purchase price. |
| Cost to you | None. The seller bears the cost of repair or replacement. |
What to do if you receive goods that are not in conformity
- 1Report the problem to us as soon as possible.
- 2Provide proof of purchase, for example the invoice or the order confirmation.
Report a defect to SOLARVIC
Fastest via the contact form, by e-mail to info@sularvic.com, by phone on +43 720 704330 or by WhatsApp to +43 660 4273665. Please include: order number, product, description of the fault, photos and, for inverters or battery storage, the serial number and the error code shown, if any.
For business purchases (B2B), the guarantee provisions of our terms and conditions apply.
Commercial guarantee: the producer's voluntary promise
A commercial guarantee is a voluntary commitment by the producer. It applies in addition to the legal guarantee and does not limit it. What the guarantee covers, how long it runs and how to claim it is set out in the producer's guarantee statement. Guarantee claims are made directly with the producer. We are happy to provide information on the guarantee terms of our products.
The EU GARAN label
Producers use the harmonised GARAN label to mark a commercial guarantee of durability across the EU (mandatory from 27 September 2026). If you see the label on a product page, it means:
- The producer guarantees that the goods will keep their functions and performance under normal use for the number of years shown. Otherwise the producer repairs or replaces the goods free of charge.
- The guarantee covers the entire product, not only individual parts.
- It runs for more than two years and costs you nothing.
Other guarantees, such as performance guarantees on solar modules or guarantees for individual components, are not a durability guarantee in the sense of the GARAN label. Their terms are set out in the producer's guarantee documents for the product. Read more: europa.eu, commercial guarantee of durability
What the guarantee statement contains
- A note on your legal rights against the seller
- The producer's name and address
- Which goods are covered
- The conditions of the guarantee
- How to proceed in a guarantee case
You receive the statement in a durable form, for example as a PDF or by e-mail, no later than delivery.
Guarantee case: how to proceed
Guarantee claims must be requested directly from the producer, as described in the guarantee statement. Have the serial number, invoice and a description of the fault ready. If you are unsure which guarantee applies to your product or how to reach the producer, we are happy to help: info@sularvic.com or +43 720 704330.
At a glance
| Legal guarantee | Commercial guarantee | |
|---|---|---|
| Basis | Law | Voluntary commitment by the producer |
| Who to contact | SOLARVIC as the seller | The producer. Claims go directly to the producer; we are happy to explain the terms. |
| Duration | At least two years, in Austria two years from delivery | As stated in the guarantee statement, more than two years with the GARAN label |
| Condition | The defect already existed at delivery | As per the guarantee terms, normal use with the GARAN label |
| Cost | None | None with the GARAN label, otherwise as per the guarantee terms |
Frequently asked questions
Do I contact SOLARVIC or the producer?
For the legal guarantee, always us as the seller. Guarantee claims must be requested directly from the producer; the contact details are in the guarantee statement. We are happy to tell you which guarantee applies to your product and how to reach the producer.
How long does the legal guarantee last in Austria?
Two years from delivery for new goods. A defect that appears within the first year is presumed to have existed at delivery unless proven otherwise. If you live in another EU country, a longer period may apply there.
Does a producer's guarantee limit my legal rights?
No. The legal guarantee and the commercial guarantee exist side by side. The commercial guarantee is added on top and replaces nothing.
What if a repair is not possible?
Then you receive a replacement. If that is not possible either, or would be disproportionate, you can reduce the price or terminate the contract and get the purchase price back.
Source: European Commission, Your Europe, The EU legal guarantee notice and GARAN label. Last updated September 2026. This page provides general information and is not legal advice.