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FAQ · SUPPORT · RETURNS

Questions answered.
Help when you need it.

Get plug-in solar support for your AORO kit: practical answers, order and delivery help, setup guidance, returns and warranty information. Choose the topic that matches your question.

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Plug-In Solar support.
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Choose a topic and send your request using the form below. Keep your order reference available. Keep card numbers, passwords and Wi-Fi credentials private.

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CANCELLATION & CHANGE OF MIND

Clear rights.
Clear next steps.

Notify us of a change-of-mind cancellation within 14 days after delivery, then return the goods within the following 14 days. Use the return request option below to ask for collection instructions.

Plug-in solar support: email plugin@aorosolar.co.uk with your order reference for return instructions. Product visualisation.
Returns need clear instructionsPlug-in solar support: email plugin@aorosolar.co.uk with your order reference for return instructions. Product visualisation.

Before dispatch

Contact support promptly with your reference. A cancellation request and a confirmed cancellation are different stages.

Returning an item

Contact plugin@aorosolar.co.uk for return instructions and safe packaging requirements. AORO collection costs £50 for change-of-mind returns; this charge does not apply to faulty, damaged or misdescribed goods.

Your refund

Change-of-mind refunds are due within 14 days of receiving the goods back or evidence of return. Standard outbound delivery is included in our kit price. Our £50 collection charge is return transport; faulty, damaged or misdescribed goods are handled without that charge.

Read GOV.UK returns and refunds guidance ↗
FAULTS & WARRANTY

A product issue.
A different process.

Faulty-goods rights are separate from change-of-mind returns and manufacturer warranties. An expired commercial warranty does not remove statutory rights.

Fox ESS microinverter with AORO co-branding visualisation · use the exact model and serial reference for your enquiry.
Identify the affected componentFox ESS microinverter with AORO co-branding visualisation · use the exact model and serial reference for your enquiry.

Report a fault

Describe what happened, the affected component and any safe observations. Do not dismantle or repair it yourself.

Manufacturer cover

JA Solar and AIKO: 25-year product and 30-year linear performance warranties. DMEGC M10RT-B60: 25-year limited product and 30-year linear performance warranty under DMW-STD02N-2026002 for manufacturer supply agreements from 1 June 2026. AORO provides a 25-year commercial warranty for the supplied Fox ESS M1-800-E microinverter. This AORO cover is separate from the manufacturer’s published limited warranty and your statutory rights. Manufacturer supply, installation and claim conditions apply. Statutory faulty-goods rights are separate.

Follow the resolution

Support will explain the applicable next step, which may involve inspection, repair, replacement or refund according to the circumstances and legal rights.

CONTACT AORO

The right help.
In one place.

Choose a topic and send your message here. We will save your request with a support reference and email you an acknowledgement.

  1. Tell us what you needAdd your order reference for delivery, return or warranty help.
  2. Keep your support referenceUse it in replies so the team can find your request.
  3. Follow the team's instructionsA return or cancellation request does not automatically change your order.

You can also email plugin@aorosolar.co.uk. Do not send passwords, Wi-Fi credentials or card details.

Choose a topic to see which details help us respond.

Find this in your order confirmation.

YOUR REFERENCE LIBRARY

Original documents.
One useful library.

Read the AORO owner manual, panel datasheets, Fox ESS operating guide and FoxCloud instructions together on the setup page.

FIND YOUR ANSWER

The full FAQ.
One place to look.

37 questions

What is Plug-In Solar?

A compact solar kit combines a panel, a microinverter, a connection and a mount. It generates in daylight and contributes to your household electricity use alongside the grid.

Should I choose one panel or two?

Start with the available space and your daytime electricity demand. Compare panel area, handling and the final kit output. Two panels need more room; neither option replaces a full home energy assessment.

Can I choose JA Solar, AIKO or DMEGC?

Yes. These are three panel options within both AORO Single and Dual Panel Plug-In Solar Kits, with Fox ESS 800W-class microinverter, UK 3-pin connection and app / Wi-Fi monitoring. The selected models are JA Solar JAM54D41-460/LB (460 W), AIKO AIKO-A460-MAH54Mb (460 W) and DMEGC DM500M10RT-B60HBT/HST (500 W). Manufacturer datasheets and dimensions are available on both product pages. Dual includes 2 × 460 W (920 W DC) for JA Solar / AIKO or 2 × 500 W (1000 W DC) for DMEGC with one Fox ESS M1-800-E rated 800 W nominal AC.

Is the solar panel rated at 800W?

No. JA Solar and AIKO Single Panel variants are rated 460 W DC at STC; DMEGC is rated 500 W DC. The Fox ESS M1-800-E is rated 800 W nominal AC; this is the inverter capacity, not a promise that one 460 or 500 W panel will generate 800 W. Actual output varies with operating conditions.

Can this replace rooftop solar or power my whole home?

A single panel contributes some daytime electricity. It does not cover all household demand. A larger designed rooftop system may be a better option when your aim is broader generation or integrated storage.

Do I have to change electricity supplier?

Generating and choosing an export tariff are separate decisions. Check your current supplier’s metering and export eligibility before assuming any payment for surplus electricity.

How are estimated savings calculated?

The calculator multiplies annual generation by the proportion used at home and your electricity unit rate. Its inputs are illustrative assumptions, not a site-specific production forecast. Export income is excluded.

What happens to electricity I do not use?

In a grid-connected system, generation above household demand may be exported. Export does not automatically mean you are paid. Metering, network requirements and your supplier’s tariff eligibility need to be confirmed.

Will I be eligible for an Octopus export tariff?

Do not assume that an AORO purchase qualifies for another company’s product-specific offer. Ask your energy supplier about eligibility for the exact AORO kit and keep export income separate from estimated bill savings.

Why does daytime use matter?

Generation and consumption need to happen together for direct self-consumption. The energy-flow example lets you see how simultaneous demand changes grid import and surplus without promising a particular output.

Will it generate on cloudy days and in winter?

Output varies with available light. Shorter days, cloud and shading reduce generation. Generation also depends on orientation, temperature and your local conditions. Use measured app readings or a site-specific estimate, rather than rated watts, to assess annual energy.

Does it generate at night?

Solar panels need light to generate. This kit does not include a battery for storing daytime generation. Follow the manufacturer’s operating instructions rather than improvising daily connection or disconnection routines.

How much space do I need?

Measure panel height, width and depth, the mount footprint and clearance, plus the route from delivery to its final position. Single Panel module dimensions are 1762 × 1134 × 30 mm for JA Solar (22 kg), 1757 × 1134 × 30 mm for AIKO (21.5 kg) and 1950 × 1134 × 30 mm for DMEGC (26.8 kg). Allow for the mounting footprint and safe clearances; panel dimensions do not describe the complete assembled kit.

Is it suitable for a flat or rented home?

Only where there is suitable outdoor space, an approved mounting position and a suitable electrical installation. Check landlord, freeholder or managing-agent permissions before fixing equipment or altering the property.

Where can I mount the panel?

The ground option uses the selected HDPE ballast supports. Exterior wall mounting uses mini rails and sliding clamps. Use a firm, level ground position and 100 kg of ballast per support: 200 kg for Single or 300 kg for Dual. Follow the supplied rail, clamp and fixing instructions. Do not assume roofs, fences, timber structures or balcony railings are suitable.

Are tools, ballast and wall fixings included?

Check your delivery list for supplied hardware. Ground ballast is separate: prepare 100 kg per support (200 kg for Single or 300 kg for Dual). Wall fixings must suit the masonry and supplied mounting instructions. Arrange suitable handling assistance and tools before assembly.

How long does setup take?

Ground mounting requires positioning, securing the panels and adding the specified ballast. Wall mounting needs drilling and appropriate anchors. Arrange help with the full-size panels and follow the supplied instructions; setup time depends on access, mounting and any socket preparation.

How far can the panel be from my socket?

Both Single and Dual kits include one 5 m UK 3-pin connection lead. Measure the actual routed distance to your suitable outdoor socket, allowing slack without tension and keeping the cable clear of doors, windows and walkways. A 5 m cable does not provide a full 5 m straight-line reach when routing requires bends or slack. Do not add an extension lead or adapter.

Do I need an electrician?

Connecting the prepared kit through its supplied UK plug is different from changing house wiring. Electrical Safety First advises an electrical suitability assessment before purchase or use. If your socket or circuit protection needs upgrading, use a qualified electrician. Do not rewire the lead, open the inverter or repair electrical parts yourself.

What socket and circuit protection are required?

The final connection instructions must match the kit. Electrical Safety First recommends at least Type A bidirectional RCD protection and upgrading Type AC first. Read its linked guidance for your installation.

Can I use an extension lead or adapter?

No. Connect only through the approved direct connection for the final kit. Do not substitute a cable reel, extension lead or adapter.

Can I combine several kits or existing rooftop solar?

Do not combine separate plug-in kits. Existing generation or storage needs a combined connection assessment. Check with your network operator and an appropriately qualified professional before adding equipment.

Do I need planning or property permission?

Check with the property owner or local authority where required, especially for rented, leasehold or listed properties. Permission depends on the proposed location and fixing work.

What happens during a power cut?

This grid-connected kit is not sold as outage backup. The microinverter stops supplying power when the mains supply is lost. Do not rely on the system to keep appliances running in a grid outage.

Is it weatherproof and what maintenance is needed?

The selected panel sheets list IP68 junction boxes and module operating temperatures of −40 to +85°C. The Fox M1-800-E sheet lists IP67 and ambient operation of −25 to +65°C. These equipment ratings do not confirm the rating of the assembled cable, plug or mount. Follow the approved manuals for safe inspection, cleaning and isolation. Contact support if a part is damaged.

Do I need to notify my DNO and what is G98?

Your Distribution Network Operator manages the local network. Fox ESS’s UK M1 plug-in policy requires notification of connection and disconnection under G98 Issue 2 Amendment 1 and limits use to one plug-in solar device per dwelling or metered supply. Keep the Fox ESS ENA type-test registration evidence with your notification. Existing rooftop generation or storage requires a combined assessment.

Is this kit ENA assessed, UKCA or CE marked?

Fox ESS’s UK M1 policy states that the M1 microinverter is G98 type-tested and registered by the manufacturer on the ENA Type Test Register. The registration concerns the generating device; it is not an AORO certification of every mounting or cable component. Fox ESS provides the registration evidence on request for your DNO. Keep the original equipment labels and follow the UK plug-in policy and supplied connection instructions.

Can I monitor generation through an app?

Both kits use FoxCloud 2.0 for manufacturer monitoring. Register as an Owner, add the device to your plant and configure a 2.4 GHz Wi-Fi network through Me → WLAN Configuration. The setup page links the official app guide and explains power, energy and connection troubleshooting. FoxCloud is a Fox ESS app.

Can I add a plug-in battery later?

AORO Plug-In Battery is coming soon. Availability, UK connection requirements and kit compatibility are not confirmed. No battery is included and no future compatibility is guaranteed.

Where do you deliver and how much does it cost?

VAT and UK kerbside delivery are included: £385 for Single Panel and £585 for Dual Panel. Allow 3 weeks from order confirmation. Contact plugin@aorosolar.co.uk if you have delivery access questions.

Is it in stock and when will it arrive?

Allow 3 weeks from order confirmation for delivery. We will contact you with shipment details. Delivery is the expected arrival; dispatch is when the shipment leaves.

Will the driver carry it upstairs or install it?

Delivery is kerbside. The driver does not carry the kit upstairs or install it. Check your access route and panel dimensions and arrange appropriate assistance to move the equipment safely.

What should I do if anything arrives damaged or missing?

Check the packing list and packaging, keep your order reference and take photos where safe. Contact support with the affected part and description. Stop using damaged equipment; do not attempt an improvised repair.

Can I cancel or return my kit?

Contact AORO with the order reference. UK distance-selling rights generally give 14 days after receipt to notify cancellation, then a further 14 days to return goods. AORO-arranged change-of-mind return collection costs £50. This transport charge does not apply to faulty, damaged or misdescribed goods. Contact plugin@aorosolar.co.uk for return instructions.

How are refunds handled?

Contact plugin@aorosolar.co.uk with your order reference. Statutory change-of-mind refunds are due within 14 days of receiving returned goods or evidence of return. Our change-of-mind return collection costs £50; faulty, damaged or misdescribed goods are handled separately without that charge. Bank posting times can vary.

What warranty will I receive?

JA Solar and AIKO sheets state 25-year manufacturer product and 30-year linear performance warranties. DMEGC’s current N-type policy covers the selected M10RT-B60 glass-glass family for 25 years against product defects and 30 years for performance. Policy DMW-STD02N-2026002 applies to manufacturer supply agreements from 1 June 2026; eligible supply and claim conditions apply. Manufacturer conditions apply. AORO provides a 25-year commercial warranty for the supplied Fox ESS M1-800-E microinverter. This AORO cover is separate from the manufacturer’s published limited warranty and your statutory rights. Contact plugin@aorosolar.co.uk with your order reference and serial number to start a claim. Statutory rights remain separate.

Which payment methods does checkout support?

Secure checkout supports credit and debit cards. Apple Pay and Google Pay appear on eligible devices and accounts. AORO does not store your card details. PayPal is not offered.

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