Q1: Do you offer any paid extended maintenance plans beyond the standard 1-year warranty?
A1: We do not currently offer standardized extended warranty plans. However, for strategic clients with large-scale or multi-site installations, we are open to discussing custom annual maintenance agreements that may include periodic inspections, priority support, and discounted repair services.

Q2: What is the process for ordering spare parts for a system installed five years ago?
A2: We archive project specifications for at least 10 years. You can provide the original project reference, and we will quote for reproducing the required parts. This is treated as a new custom order, subject to our current MOQ (70 panels) and 7-14 day lead time, with color matching efforts made.

Q3: If we need a professional deep-clean of installed panels, do you provide guidelines or service?
A3: We provide detailed cleaning guidelines for various types of soiling. We do not provide on-site cleaning services internationally. For large facilities, we recommend contracting with local professional cleaning services and providing them with our guidelines to ensure warranty conditions are not voided.

Q4: How do you handle a situation where a discontinued but still under-warranty product fails?
A4: If a product under its original 1-year warranty fails but has been discontinued, we will replace it with the most current equivalent product in terms of performance and aesthetics, or propose a suitable alternative at our cost, ensuring your coverage is honored.

Q5: Can we pre-purchase a set of “attic stock” panels with our initial order for future repairs?
A5: Yes, this is a recommended best practice for large projects. You can include a percentage of extra panels (e.g., 2-5%) in your initial order. These will be from the same production batch, ensuring perfect matches, and are shipped with the main order, subject to the same MOQ calculation.