Frequently Asked Questions

PRE-SALE
How do I place an order from the shop.gwl.eu website?
What is the minimum order quantity (MOQ)?
Why do you need my telephone number?
Your pricelist is in USD. I need prices in EUR. Can I pay in EUR?
How can I pay for the products?

PRICING
Do I have to pay tax on my order?
Individual method of transportation outside the EU AND VAT
Can I get a discount from the web shop prices? Am I eligible for a "dealer discount"?
I need special pricing for a large-scale project. What can you do for me?

DELIVERY
Do you ship the products directly? And to what countries?
What do I need to know about battery shipping?

ORDERS
Are the products from my order reserved in your warehouse the moment I place my order?
How can I pre-order products, which are not in stock yet?
What is the warranty on the products?
What technical support do we offer?
What is the exchange rate protection and how does it works?

CLAIMS
I did not recive all the products that I ordered, what can I do?
What should I do if I receive a damaged package?
How can I file a claim for defective goods?

OTHER
Important information: Battery Technology Warning - Waste Handling - Recycling
Important information for our customers


PRE-SALE

  • HOW DO I PLACE AN ORDER ON THE SHOP.GWL.EU WEB SITE?

    Ordering from the shop.gwl.eu is simple and easy!
    The on-line shop will process your website request and send an order confirmation. The order confirmation will include the Acknowledgement of the Order detailing the total costs including the shipping and EU VAT (if applicable).

    When you have finished placing your order, you need to arrange for payment. We only ship your order once we receive the payment in full.

    If you have any questions, please contact us.

    Note the pricing: The prices on the web are frequently updated according to the exchange rate, market pricing and promotions. The pricing is valid "as is" and the "here and now" quote applies. The prices are valid only for the current order. The prices may vary depending on the time (even on the same day) and for the subsequent orders.


  • WHAT IS THE MINIMUM ORDER QUANTITY (MOQ)?

    There is no minimum order quantity or amount. We welcome orders from all customers and reward the large orders with discount.


  • WHY DO YOU NEED MY TELEPHONE NUMBER?

    Our shipping partner (TNT) needs your contact phone number to arrange for the delivery of your order. Please provide the phone number when submitting your order request. Thank you!


  • YOUR PRICELIST IS IN USD. I NEED PRICES IN EUR. CAN I PAY IN EUR?

    Yes, you can. You can change the USD/EUR/CZK currency on the web page in the top right corner. It is up to you to decide in which currency you wish to pay. (Note: we accept cash payments in CZK or EUR only.)


  • HOW CAN I PAY FOR THE PRODUCTS?
    1. Bank transfer - Direct payment from your bank account to our bank account. This is the preferred method of payment. Please ask your bank about SEPA payments if you are in the EU.
    2. Credit Card or Debit Card We accept MasterCard and VISA, please confirm with us use of other card issuers.
    3. PayPal - If you choose to pay via PayPal, the money request will be sent to your email address. Please note that there is a 4% service fee for this method of payment.PayPal is available for small orders up to 450 USD.
    4. Cash - If you plan to come to our European warehouse in Prague, Czech Republic in person, you can pay in cash. We accept up to EUR 10 000 and up to 270 000 CZK. If there is a need to pay more, you can deposit the cash at our bank in Prague, Czech Republic. Rules.

    See more details at Information about payments and taxes.

  • PRICING

  • DO I HAVE TO PAY TAX ON MY ORDER?

    If you are in the European Union and you do not have a valid VAT ID, then we need to add 21% VAT to your order. If you are in the European Union and you have a valid VAT ID, you do not need to pay the 21% VAT.

    Check your EU VAT ID on the VIES VAT number validation website.

    If you are outside the EU, you will probably have to pay some import tax or customs duties in your country. Please get information about the legal import procedures in your country prior to placing your order. If you need to process the export documents, please contact us for further help.

    See more details at Information about payments and taxes.


  • INDIVIDUAL METHOD OF TRANSPORTATION OUTSIDE THE EU AND VAT

    If you decide to use your own method of transportation or collect the goods yourself, we will always add VAT (Value Added Tax) to your order, as laid down by applicable law.
    After the goods have left the territory of the EU, you can claim the VAT refund.

    End Consumer:
    You obtain two invoices, one stamped ,,VAT REFUND” and one ,,COPY”.
    The one with “VAT REFUND” has to be stamped by a customs control at the point of exit of the EU. This document is obligatory for the VAT refund.
    When we receive the invoice validated by a customs control by an email or by post we can refund VAT back.

    Company:
    We offer you preparation of clearance document.
    In case you decide to do the customs clearance by yourself, for VAT refund you will be required to provide us with the Export Accompanying Document validated by the customs authority and .xml data feed.

    Be aware it is not possible to sign Power of Attorney on our behalf for your transport company.

  • CAN I GET A DISCOUNT FROM THE WEB SHOP PRICES? AM I ELIGIBLE FOR A "DEALER DISCOUNT"?

    The discount is based on whether you are a consumer or a company/dealer.
    We support our partners. Our partner’s profit is not based only on reselling the products. It is based on the added value they provide to local customers: sales services in the local language, battery pack assemblies and installations, technical expertise, customer support, and much more.


  • I NEED SPECIAL PRICING FOR A LARGE-SCALE PROJECT. WHAT CAN YOU DO FOR ME?

    We will be happy to support your projects. Please contact us with a proposal of cooperation including the project details and we will make you a customized offer.

    Please note that we are not able to provide special pricing for every small project. Your project should be priced above USD 5000 for us to be able to discuss special terms.

  • DELIVERY

  • DO YOU SHIP THE PRODUCTS DIRECTLY? AND TO WHAT COUNTRIES?

    TNTYes, we ship worldwide. The shipping costs are based on the total weight of the order. You can see the shipping costs on-line when submitting your order-request.

    Overview of all shipping methods available.

  • WHAT DO I NEED TO KNOW ABOUT BATTERY SHIPPING?

    If your order includes hazardous goods (typically batteries), there is a special shipping mode with an ADR surecharge. Confirm availability of ADR shipping to your country.

    Important: Check additional details regarding the transport of dangerous cargo (ADR) .

    It is also possible for you to use your own shipping agency (UPS,DHL,DPD) or cargo company. You can enter the details regarding your shipping agency into the additional notes in your order.

  • ORDERS

  • ARE THE PRODUCTS FROM MY ORDER RESERVED IN YOUR WAREHOUSE THE MOMENT I PLACE MY ORDER?

    We reserve it once you confirm your order in the web shop. The reservation will be automatically cancelled if you don’t arrange invoice payment within 7 days. The products are not reserved if they are in your shopping cart.


  • HOW CAN I PRE-ORDER PRODUCTS, WHICH ARE NOT IN STOCK YET?

    If you want to order a product, that is not in stock, you can place an order on our web shop and choose payment in advance. When we receive the products to the warehouse, we first send it to those customers who have made a payment in avdace. Regardles of when they placed the order. You can also make an arrangement with sales manager,to pay only 50% in advance if your order is over 5000 USD/EUR.


  • WHAT IS THE WARRANTY ON THE PRODUCTS?

    We provide a guarantee for manufacturing defects for 12 months from the date of delivery for most product. If you want to extend this warranty period, you can do so in your shopping cart as you place your order.

  • WHAT TECHNICAL SUPPORT DO WE OFFER?

    Our team of specialist is able to help you with wide variety of questions and requests. We offer:

    Free basic support:
    Technical support of GWL (Knowledgebase). Questions and answers for the most frequent requests. Detailed test results, connection diagrams, examples of installation and excessive amount of information for all products.

    Advanced paid service for complex solutions:
    Individual support is meant for difficult and complex requests
    Complete structure of technical support GWL please check details.


  • WHAT IS THE EXCHANGE RATE PROTECTION AND HOW DOES IT WORKS?

    Our pricing is updated daily based on USD and EUR currency exchange rates. USD is prefered currency for long-term projects and business deals as it secures the prices for a long time period. Bookings and Quotes in EUR or CZK may be subject to change overtime. GWL will update the final price of products if the price difference is over 2%. GWL provides the 2% as form of protection against the ever-changing exchange rates.

    For example: You order a product for 1000 EUR that is not in stock yet and pay in advance. When it is delivered to our warehouse, the price is different by 2% from your proforma invoice. GWL is not going to adjust the price to reflect this and you do not have to pay more.

  • CLAIMS

  • I DID NOT RECEIVE ALL THE PRODUCTS I ORDERED, WHAT CAN I DO?

    If you did not receive a part of the shipment or the shipment was damaged, please contact the us to file a complaint.

    Please see this document to check for the information about the TNT shipment.

    If you need any other help, please contact us.


  • WHAT SHOULD I DO IF I RECEIVE A DAMAGED PACKAGE?

    Carefully check the shipment before confirming the delivery to courier. If the package is damaged even slightly, file a complaint with the driver or the delivering agent. If you accept the shipment without a complaint, it is very hard to request additional claims after delivery.

    Claim the shipment by sending photos via email to export@gwl.eu within 48 hours after delivery. Subsequent requests will not be taken into account!

    Follow the guidelines in the Shipment Delivery Damage Report
    Where to get information about shipment by TNT

    Additional suggestions: Always take photos of the damaged package before unpacking to record the outside damage.
  • HOW CAN I FILE A CLAIM FOR DEFECTIVE GOODS?

    Before you file a claim on cells or batteries please check here if the conditions for their use and storage have been maintained.
    In the event of failure of the product purchased from our company, please fill in the RMA form
    .
    For complaints related to cell or battery failure or problems, please fill in the complete battery Cell Complaint Report form (one report for each cell or battery)

    Download Cell-Complaint-Report.pdf

    You need to send us these forms to request any warranty technical support.

    It usually takes about 10 working days to process the RMA. In most cases we try to complete the RMA within 30 days. However, especially with battery complaints, we may need some additional time to perform the charge/discharge tests. In such cases, the RMA may take a few more weeks. We always keep you informed about the progress of the RMA.

    Please, contact the Technical Department if you require technical support or have questions and/or problems.

  • OTHER

  • trashIMPORTANT INFORMATION: BATTERY TECHNOLOGY WARNING - WASTE HANDLING - RECYCLING

    The cells and batteries can store considerable amounts of energy and the release of such energy can cause hazardous situations. The usage of batteries also requires compliance with the rules and regulations for their use and storage. Please read important information about using batteries here.


    Batteries and cells contain chemical substances wich could have negative effects on the environment and human health. Do not throw batteries into the household waste, and bring in used items to places return and separate collection points.


    GWL provides a return and a separate collection point at the following address:

    GWL a.s., Prumyslova 11, Prague 10, Czech Republic

    You can bring the cells, batteries, solar panels and other GWL products in person or you can arrange your own transportation. The return and separate collection point will take the devices for free.

    For Czech customers only, Informace o zpětném odběru baterií a akumulátorů
  • IMPORTANT INFORMATIONS FOR OUR CUSTOMERS

    IMPORTANT NOTE: GWL a.s. offers its products to business customers only.

    The customers need to have sufficient professional knowledge of the products. If you make purchase at shop.gwl.eu or by other means (email, fax, etc) you confirm that you are a business customer. Since all products are industrial components (not consumer goods), they may possibly cause harm and pose a risk to consumers. We do not sell any products to consumers.

    The Directive 1999/44/EC is not applicable for purchases from GWL a.s. to business customers.


    IMPORTANT INFORMATIONS FOR CZECH/SLOVAK CUSTOMERS:

    Due to legal requirements, all orders from Czech and Slovak customers will be processed according to the local requirements.

    Local fees will be added (authorship fee, recycling fee and transport package fee).
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