1. Key Determination: Was the Glass Damage Caused by External Factors?
The primary criterion for determining whether a manufacturer will provide compensation for damaged photovoltaic (PV) glass is the cause of the damage. Warranty terms from module manufacturers such as Trina Solar, DAS Solar, DMEGC Solar, Linuo Sunshine, and Amerisolar are highly consistent: claims under the product warranty are valid only if the glass damage results from non-external causes (i.e., manufacturing or material defects).
Linuo Sunshine’s terms explicitly state that “a quality claim is valid only if the module maintains its integrity in the absence of localized impact or external force, and breaks due to reasons other than external factors”;
similarly, DAS Solar specifies that “claims for modules with shattered glass may only be initiated if the breakage was caused by non-external factors.”
Conversely, damage caused by any external factor—such as hailstones exceeding design test limits, wind-borne debris, falling branches, wildlife, fireworks or firecrackers, human trampling or operational damage, improper cleaning, or installation errors—is excluded from warranty coverage.
Therefore, to determine eligibility for compensation, one must first distinguish whether the damage occurred “spontaneously” or was caused by “external force.”
II. Damage Due to Internal Causes: Compensation During the Warranty Period
If glass breakage is confirmed to be caused by a manufacturing defect and occurs within the product warranty period, manufacturers generally offer one of three remedies at their discretion: Repair—determining a repair plan and fixing the defective product; Replacement—providing a replacement product free of charge (including additional components to make up for any power output difference) and covering related costs such as insurance, shipping (excluding air freight), and customs clearance for the return of defective components and delivery of replacements; Refund—issuing a refund based on the remaining value of the defective component or the value difference corresponding to the power output gap (Remaining Value = Current Market Price × Nominal Power × Remaining Warranty Years / Promised Warranty Years).
Mainstream module products typically come with a 10- to 12-year product warranty (15 years for Tongwei HJT; 12 years for Trina, LONGi, Jinko, and DAS Solar); the 30-year power output warranty primarily covers degradation in power generation and does not extend to physical damage like glass breakage.
Note that the warranty period usually begins on the installation date or 90 days after shipment (whichever comes first); the warranty period does not reset after repair or replacement but continues based on the original remaining term. Free replacement with the same model is provided only if the module is still in production; if production has ceased, a different model with performance not inferior to the original may be provided.
III.
Damage Due to External Forces: Not Covered by Warranty; Insurance or Self-Funded Repair
Manufacturers explicitly do not provide compensation for glass breakage caused by external forces such as hail, falling objects, or human-induced damage; such issues must be handled through power plant insurance or at the owner’s own expense.
The reality in the industry is that many owners lack insurance awareness—inspections by a third-party service agency covering 15,000 residential power plants revealed that only about 36% had purchased commercial insurance, even though module breakage is the most frequent risk for residential PV systems. The cost to repair or replace a single module generally ranges from 1,000 to 1,500 RMB.
Property against natural perils can be covered by “All-Risk” property insurance, machinery breakdown insurance, or standard household property insurance (e.g., the premium for a ~20 kW system is approximately 240 RMB/year). However, standard household policies typically cover total system losses caused by natural disasters but offer limited coverage for damage to individual modules.
It is recommended that residential systems be covered by specialized comprehensive photovoltaic insurance, while commercial, industrial, and large-scale plants should secure property insurance through their O&M providers to cover accidental damage from hail, typhoons, fire, and other hazards;
damage caused by external forces that is not insured must be repaired or replaced at the owner’s expense.
Failure to promptly address damaged modules—such as allowing water ingress—can exacerbate safety risks and increase total losses.
IV.
Claims Process and Evidence
To initiate a warranty claim for glass breakage, complete evidence must be submitted in accordance with the required procedures. Based on the terms of various manufacturers, the key points are as follows: Timeframe—claims must be submitted in writing to the manufacturer or authorized distributor within 30 days (e.g., Tongwei, DMEGC) or 2 to 3 months (e.g., Trina Solar, Linuo) of discovering the damage; Documentation—includes a description of the issue, the module’s full serial number, photos of the defective area, test data, and copies of the commercial invoice and delivery record; Process—after reviewing the claim, the manufacturer may request the module be returned for testing, requiring a Return Merchandise Authorization (RMA); unauthorized returns will not be accepted, and the customer bears all associated risks and costs; Disputes—if there is a disagreement regarding liability, a final ruling will be made by an internationally recognized third-party institution mutually agreed upon by both parties (e.g., CPVT in China, Fraunhofer ISE or TÜV Rheinland/TÜV SÜD in Germany, or the University of Arizona), with the losing party bearing the costs.
If the ruling attributes the damage to external forces or determines it falls outside the warranty scope, the manufacturer is not obligated to repair, replace, or refund the product, and the customer is responsible for return shipping and insurance costs.
V. Recommendations
When addressing after-sales issues regarding broken PV glass, consider these four points: First, determine the cause before taking action—upon discovering breakage, take photos for evidence, record the time and weather conditions, and check installation records to distinguish between “spontaneous” failure and damage caused by “external forces.” Handle spontaneous breakage via the warranty claim process, while initiating insurance claims for damage caused by external forces. Second, secure insurance coverage early—arrange comprehensive PV insurance or power plant property insurance for residential and C&I (commercial and industrial) plants as soon as possible to cover external damage from hazards like hail, typhoons, or falling objects, avoiding the risk of operating without coverage. Third, ensure proper installation and O&M—use qualified personnel for installation, follow cleaning and maintenance instructions, and strictly prohibit stepping on modules or unauthorized modifications to prevent warranty invalidation due to human-induced damage classified as external force. Fourth, maintain complete records—archive installation contracts, module serial numbers, invoices, installation photos, and power generation monitoring data (cloud backups are recommended);
this evidence remains crucial for claims made even 15 years later.
Additionally, monitor the manufacturer’s financial health and brand reputation to avoid warranty loss due to bankruptcy. For overseas purchases, verify the availability of local service centers and the claims process.
Conclusion
To summarize how after-sales claims for broken PV glass are handled: Breakage not caused by external forces (i.e., manufacturing defects) is covered by the 10- to 12-year product warranty through repair, replacement, or refund;
breakage caused by external forces (hail, falling objects, human activity) is not covered by the warranty and must be handled via insurance or at one’s own expense. Identifying the cause, preserving evidence, securing early insurance coverage, and ensuring proper installation—a four-pronged approach—are essential to effectively managing common risks like glass breakage.
