Support
Solar FAQ & Service Support
Practical answers and team support for solar product selection, project RFQs, delivery, warranty and technical documents.
Practical answers, with project-specific help when you need it
These answers cover the questions project teams commonly face when selecting solar modules, inverters, battery storage and mounting systems, preparing an RFQ, arranging delivery, or following up on product and shipment issues.
If your answer depends on a model, destination, system configuration or order record, contact our team. Share the information you already have and we will help identify the relevant documents, product inputs or next coordination step.
Products
Selecting exact models, checking compatibility, MOQ, datasheets and destination-market documents.
What role does Rongkai play in a solar project?
Rongkai helps international buyers and project teams turn an energy requirement into a clearer equipment and delivery scope. We coordinate PV modules, inverters, battery storage, mounting systems and related accessories, then help align the relevant model information, documents and delivery inputs. The exact manufacturer, model, document scope and commercial terms are confirmed for the specific project or order.
Which solar products can you source in one order?
We can coordinate modules, on-grid, hybrid and off-grid inverters, battery storage, mounting structures and balance-of-system accessories. A mixed order is only confirmed after model availability, MOQ, packaging and shipment compatibility have been checked.
How do I make sure a document matches the product I want to buy?
Use the exact model number, not only a series name or power rating. Confirm the document revision, voltage configuration, grid version, connector or battery interface, and destination-market scope before placing an order or submitting documents to an authority.
Can you confirm whether modules, inverters and batteries are compatible?
We can help collect the relevant specifications, but final system compatibility must be checked against the exact electrical design and the manufacturer instructions. Share the full BOM, site application, voltage, battery configuration and destination grid requirement for review by a qualified installer or engineer.
Which certificates are needed for my destination market?
Requirements vary by country, product type and project. IEC, CE, TUV, UN38.3, MSDS and test reports are not interchangeable and do not automatically satisfy every import, grid-connection or tender requirement. Send your destination country and required standard before quotation so we can check the available model-specific documents.
Where can I find datasheets, manuals and published certificates?
Use the Downloads centre to search the current official brand documents by model, series or document name. If a required file is not published there, send the exact model, document type and destination market so we can help verify the current applicable document.
Is there a minimum order quantity (MOQ)?
MOQ depends on the manufacturer, model, packaging and shipping method. For a mixed-container or multi-SKU order, each line must still meet its packaging and supplier requirements. We confirm MOQ and any consolidation constraints in the quotation rather than assuming one rule applies to every product.
Ordering & RFQ
Preparing a useful RFQ, checking quotations, inspections, price validity and order changes.
What should I include in a solar equipment RFQ?
For the most accurate quotation, include exact models or required specifications, quantities, destination country and port, preferred Incoterm, target delivery date, application, and document or certification requirements. For a system package, add the full BOM, target capacity, grid type and any battery or mounting constraints. You can still begin with the product, application or project information you have; we can help clarify the remaining details.
Can I send an inquiry before finalising the model or quantity?
Yes. Send the product, application, project context or document question you already have. Estimated quantities and a destination country are helpful when available. We can then help structure the outstanding model, document, delivery and trade-term questions before a final quotation is issued.
Can I request one quotation for modules, inverters, batteries and mounting?
Yes. A consolidated RFQ helps align model selection, quantities, packaging, lead times and shipping. Availability, MOQ and transport conditions are still confirmed for each product line before an order is accepted.
What should I check in a quotation before I confirm an order?
Check the exact model and revision, quantity, unit price, currency, Incoterm and named place, validity period, production or readiness estimate, packaging, included documents and exclusions. Ask for clarification before confirming an order if any item is unclear.
Are quoted prices and product availability guaranteed?
A quotation has the stated validity period and is subject to confirmation of the exact model, supplier availability and agreed terms. Solar equipment prices, freight and production slots can change, so a purchase order is only accepted after the relevant terms are confirmed in writing.
Can I arrange samples or a pre-shipment inspection?
Sample availability depends on the product and manufacturer policy. For bulk orders, inspection scope, timing, acceptance criteria and who bears the cost should be agreed before production or shipment. We can coordinate documentation and logistics information needed for an agreed inspection process.
Can I change a model or quantity after confirming the order?
Changes depend on production status, supplier acceptance, price impact and packaging. Request any change in writing as early as possible. Do not assume a revised model, quantity, document package or shipment date is accepted until it is confirmed in writing.
Shipping & Logistics
Incoterms, export documents, import responsibility, battery transport and arrival checks.
Which Incoterms can be quoted for solar equipment shipments?
FOB, CFR and CIF are commonly discussed for sea freight; other Incoterms may be considered where appropriate. The agreed Incoterm must state the Incoterms® 2020 rule and the named port or place. It defines delivery, cost and risk allocation, but it does not replace a sales contract, insurance decision or import-compliance check.
Should I use FCL, LCL or phased shipments?
The suitable method depends on cargo volume, packaging, destination, transit risk, delivery sequence and budget. Full-container loads are often more practical for large module or battery orders; smaller or mixed orders need a freight and handling review. We can quote options after the packing plan and destination are known.
How are delivery timelines confirmed?
A delivery estimate depends on the exact model, supplier confirmation, production schedule, packing plan and shipment route. The applicable timing is stated in the quotation and accepted order. Where a project needs phased deliveries, the batches and dates should be confirmed as a separate plan rather than assumed from a single overall lead time.
Which shipping and export documents are normally provided?
Typical commercial-shipment documents include a commercial invoice, packing list and bill of lading or airway bill. A certificate of origin, insurance document, inspection record or product documents may be required depending on the agreed terms and destination. The importer should confirm country-specific customs and language requirements before shipment.
Who is responsible for import permits, duties and customs clearance?
Responsibility depends on the agreed Incoterm and contract, but the buyer or importer normally needs to confirm local registrations, permits, duties, taxes, grid approvals and customs-broker requirements before ordering. We can provide agreed shipment documents; we do not guarantee a customs or regulatory outcome in a destination country.
What is different about shipping lithium battery storage products?
Battery transport can require model-specific dangerous-goods classification, packaging, marking and documents. A UN 38.3 test summary must be available from the manufacturer or distributor for the relevant cell or battery type, while carrier and destination requirements may add further conditions. Confirm the exact battery model, route and transport mode early.
What should I do if cargo appears damaged on arrival?
Inspect visible packaging and quantities at handover where possible. Record exceptions with the carrier or receiving party, take clear photos of packaging, labels and affected goods, retain the packaging, and notify the relevant carrier, insurer and us promptly. The available remedy depends on the agreed terms, carrier record and inspection evidence.
Warranty & After-Sales
Manufacturer warranty scope, claim evidence, shipment discrepancies, spare-part checks and after-sales coordination.
How does warranty work for exported solar products?
Warranty is governed by the relevant manufacturer policy, the exact model, serial number, installation conditions and applicable market. Module product and performance warranties, inverter warranties and battery warranties have different terms. Confirm the official warranty document and any local service conditions before order confirmation.
Is transit damage covered by the manufacturer warranty?
Not necessarily. Transit damage, manufacturing defects, installation issues and performance claims can follow different processes. Keep carrier records and arrival evidence for transport issues, and use the manufacturer warranty process for eligible product defects. The applicable route depends on the facts and agreed terms.
When does the warranty period start?
The start date follows the applicable manufacturer policy and the confirmed order terms. It should not be assumed to run from delivery or installation. Ask our team for the current official warranty document for the exact model and market before order confirmation.
What information is needed for a warranty or technical claim?
Provide the exact model, serial number, purchase or shipment reference, installation date, site location, photos or video, error code, commissioning record and a clear description of the issue. Do not remove labels or alter the product before the manufacturer or responsible party advises on the inspection process.
What after-sales support can you coordinate?
We can help route documentation requests, spare-part enquiries and manufacturer escalations. Technical diagnosis and warranty decisions remain subject to the manufacturer's procedure and the information supplied by the installer, distributor or project owner.
What if delivered goods do not match the confirmed specification?
Report the difference promptly with the order reference, packing details, product labels and clear photos. Our team can compare the records with the confirmed bill of materials and coordinate the appropriate next step. Any correction, replacement or other remedy depends on the verified facts and agreed order terms.
Can you help check spare parts or replacement options after warranty?
We can check available options when you provide the exact model, revision, serial number where relevant, fault details and required quantity. Availability of a matching module, inverter, battery or accessory depends on current supplier support and stock; a part, price or timeline is only confirmed after review.
Technical Documents & Support
Datasheets, manuals, product matching, firmware guidance and technical fault-information routing.
Where can I find datasheets, manuals and product documents?
Use the Downloads centre for published model and brand documents. If you need a file that is not listed, send our team the exact model, document type and destination market. We can help check the current available document set for your project; use the final model-specific file rather than a similar series document for approval or installation decisions.
Can your team help with system sizing or product matching?
Yes. Share the application, target capacity, load or operating objective, site and grid context, destination and any existing bill of materials. Our team can help clarify relevant product options and documentation inputs. Detailed electrical design, site assessment, installation and local approval remain the responsibility of the buyer, EPC partner or qualified local professional.
How are inverter or battery firmware updates handled?
Update availability and the approved process depend on the manufacturer, exact model, regional version and current firmware. Contact our team with the device model, serial number where available, firmware version and issue description. We can help route the request to the appropriate manufacturer guidance rather than recommending an unverified update path.
What should I send for a technical fault or error-code question?
Send the exact model, serial number where available, error code, event logs, installation photos and relevant PV, grid or battery configuration. A complete record helps our team and the relevant manufacturer channel understand the issue more accurately. Remote guidance does not replace safe on-site inspection by a qualified installer where that is required.
Team support
Need an answer for your specific project or product?
A short question is enough to begin. Send your application, model or product list, destination, order reference, and any photos or error codes that apply. Our team will review the available information and help route the question to the appropriate product, delivery or manufacturer channel.
Project or order reference
Share the application, quotation, purchase order, invoice, or exact product model you are asking about.
Relevant evidence
For an issue, include serial numbers, photos, videos, error codes and delivery records where relevant.
Question context
Tell us the destination, system configuration, target timing or requested document so the team can give a more useful response.
How we help
From question to a clearer next step
01
Send what you know
Start with the product, project, order or issue details currently available to you.
02
Information review
Our team checks the request and identifies the model, records or context needed for a reliable answer.
03
Relevant coordination
Where needed, we help route the question to the appropriate manufacturer, supplier or logistics channel.
04
Clarify the next step
The response is aligned to the confirmed product, policy, delivery record or project scope rather than a generic assumption.