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️Complaint & After-Sales Support Policy

At Zorays Solar, we take feedback seriously. Whether it’s a call, visit, or post-season checkup, our priority is to ensure your system performs reliably and that you remain satisfied long after installation.





 

 

At Zorays Solar Pakistan, we care deeply about your energy independence. Our after-sales services are not just about fixing issues—they’re about standing by every system we install. We recognize that even the best-engineered systems may face unforeseen challenges. That’s why our dedicated technical support team is here to assist you.

We Attest to Our Commitment

Each installation comes with a 2-year limited warranty, effective from the date of delivery and installation. This warranty covers manufacturing defects and workmanship under normal use and installation conditions.

Every three months for the first 24 months, our technical inspection team is scheduled to visit your premises to ensure smooth operation and preventive maintenance—free of charge. You may refer to your maintenance visit checklist for updates on each inspection.

Complaint Submission

If your system is showing unusual behavior or underperformance, please submit a complaint via:

Customer Support Number: 03111-163264
Or visit this page and fill out the complaint form below.

✅ We aim to respond within 12–24 working hours.
✅ All complaints are handled free of cost if covered under warranty.

⚠️ Important Warranty Exceptions

To be transparent and fair, the following conditions are not covered under warranty:

  • Force Majeure Events
    Including—but not limited to—earthquakes, lightning strikes, fire, or flood.

  • Erratic Grid Behavior
    Surges or instability caused by WAPDA or internal wiring faults.

  • Short-Circuiting or Overloading
    Caused by connected appliances exceeding design load or misuse.

  • Unauthorized Modifications
    Damage due to alteration, attachment, or repair by non-Zorays technicians.

  • Improper Use / Rental
    Systems used for rental, without our written approval, are excluded.

  • Physical or Structural Damage
    Such as uncleaned panels, structure collapse, or intentional harm.

Example from Field: As noted in routine maintenance forms, issues like “Solar generation not up to mark due to panel cleanliness or unapproved electrical modifications” are logged and addressed but may not qualify for free replacement under warranty terms.

Replacement & Repair Terms

  • If any part requires repair within the warranty window and is confirmed defective, we will replace it free of charge.

  • In case of system shifting to another site, reinstallation cost per watt will be borne 50% by the client.

  • For post-warranty support, extended service options are available.