Frequently Asked Questions

Eastcom is Kenya's premier provider of solar energy solutions. We specialize in supplying, installing, and maintaining high-quality solar panels, inverters, batteries, and complete solar power systems for residential, commercial, and industrial applications. With years of experience in the renewable energy sector, we're committed to helping Kenyans transition to clean, affordable, and sustainable energy.

Solar energy offers numerous benefits: significantly reduced electricity bills (up to 70-90% savings), energy independence from grid outages, environmental sustainability by reducing carbon footprint, government incentives for renewable energy adoption, and increased property value. With Kenya's abundant sunshine, solar is an excellent long-term investment that pays for itself within 3-5 years.

We serve customers across Kenya, including Nairobi, Mombasa, Kisumu, Nakuru, Eldoret, and all major towns. Our installation team covers the entire country, with priority service in major urban centers. For remote areas, we provide detailed installation guides and remote support to ensure your solar system is set up correctly.

Eastcom has been operating in Kenya for over 8 years, accumulating extensive experience in the solar industry. During this time, we've successfully installed over 5,000 solar systems for homes and businesses throughout the country, earning a reputation for quality products, professional installations, and excellent customer service.

Yes, we offer free consultations and site assessments for customers interested in solar energy solutions. Our experts will evaluate your energy needs, assess your site's solar potential, and recommend the most suitable system for your requirements and budget. Contact us to schedule your free consultation today.

We offer a comprehensive range of solar products including: Solar panels (polycrystalline, monocrystalline, and bifacial), Hybrid and off-grid inverters, Lithium and lead-acid batteries, Solar charge controllers, Solar mounting structures, DC/AC cables and connectors, Complete solar kit solutions, and Solar water pumps. All products are sourced from reputable manufacturers and come with warranties.

Grid-tied systems are connected to the national electricity grid and use it as a backup power source. They allow you to sell excess power back to the grid (net metering) and automatically draw from the grid when your panels don't produce enough. Off-grid systems are completely independent and require batteries to store excess energy for use at night or during outages. Hybrid systems combine both, using batteries for backup while remaining connected to the grid.

The size of the solar system you need depends on several factors: your average daily energy consumption, available roof/space for panels, your budget, and whether you want full energy independence or partial offset. Our team can perform a free energy audit to determine the optimal system size. Generally, a typical Kenyan household consumes 200-500 kWh monthly, which can be covered by a 1-5 kW solar system.

We stock solar panels from globally recognized manufacturers including: JA Solar, Trina Solar, Jinko Solar, Canadian Solar, LONGi Solar, and AXITEC. These brands are known for high efficiency, durability, and long-term performance. All panels come with 10-25 year warranties depending on the brand and model.

Yes, we provide custom solar system design services tailored to your specific energy needs. Our certified engineers use advanced software to design optimal systems considering your energy consumption, roof orientation, shading, local weather patterns, and budget. The design service is included free with any solar system purchase.

Solar systems require minimal maintenance. Regular tasks include: cleaning panels 2-4 times per year to remove dust and debris, periodic inspection of wiring and connections, checking battery electrolyte levels (for flooded batteries), and monitoring system performance. We offer annual maintenance contracts that include professional cleaning, inspection, and performance checks.

You can place an order through multiple channels: Visit our online store at eastcom.co.ke, Call or WhatsApp us at +254 768 016 141, Email us at sales@eastcom.co.ke, or Visit our physical store in the Industrial Area, Mombasa Road, Nairobi. Our team will guide you through the process and help you choose the right products.

We accept multiple payment methods including: M-Pesa (both Paybill and Buy Goods), Bank transfers (direct to our commercial bank accounts), Credit/Debit cards (Visa, Mastercard), Cash payments at our office, and Installment payments through our financing partners. We also offer layaway plans for customers who want to save toward their purchase.

Yes, we offer flexible financing options to make solar more accessible. We partner with several microfinance institutions and SACCOs to provide solar loans with competitive interest rates. Payment plans can be structured over 6, 12, 24, or 36 months depending on your preference and creditworthiness. Contact us to discuss financing options.

Absolutely! We provide free, no-obligation quotes for all our products and services. You can request a quote through our website, by calling our sales team, or by visiting our showroom. Our team will provide a detailed breakdown of costs, including products, installation, and any additional services you may need.

Yes, we offer competitive wholesale pricing for resellers, installers, and businesses looking to purchase in bulk. We have a dedicated B2B division that handles dealer accounts, project quotations, and volume discounts. Contact our business development team at sales@eastcom.co.ke to set up a dealer account.

Delivery times vary based on location and product availability. In Nairobi and major cities, delivery typically takes 1-3 business days. For other regions within Kenya, delivery takes 3-7 business days. For large equipment like solar panels and inverters, we use reliable courier services. Custom orders or bulk purchases may require additional time. We'll provide estimated delivery dates at the time of order.

We offer free delivery within Nairobi CBD for orders above KES 50,000. For orders below this amount, a delivery fee of KES 1,500-3,000 applies depending on location. For deliveries outside Nairobi, we charge based on distance and order size. Installation materials and tools may require additional delivery for remote areas.

Yes, you can pick up your order from our warehouse/showroom in the Industrial Area, Mombasa Road, Nairobi. Our store is open Monday-Friday 8:00 AM - 6:00 PM and Saturday 9:00 AM - 4:00 PM. For will-call pickup, please place your order online or by phone and wait for confirmation before visiting. Bring your order confirmation and valid ID.

Solar panels are carefully packaged in sturdy cardboard boxes with foam padding and reinforced corners to prevent damage during transit. Each panel is wrapped in protective material, and the boxes are clearly labeled with handling instructions. For large orders, panels are palletized and shipped via freight. Our packaging meets international standards for safe transport of fragile equipment.

Currently, we primarily serve the Kenyan market and neighboring East African countries (Uganda, Tanzania, Rwanda). For international orders, please contact our export team to discuss shipping options, customs documentation, and delivery timelines. We can arrange freight forwarding to most destinations worldwide.

Yes, we provide professional installation services for all solar systems. Our certified installers have extensive experience with residential, commercial, and industrial installations. Installation services include site survey, system design, mounting, electrical connections, testing, and commissioning. We ensure all installations meet Kenya Electrical Code standards.

Installation time depends on system size and complexity: Small residential systems (1-3 kW): 1-2 days, Medium residential systems (3-5 kW): 2-3 days, Large residential systems (5-10 kW): 3-5 days, Commercial systems: 1-4 weeks depending on size. Our team will provide a detailed timeline during the consultation phase.

Our installation service includes: Site assessment and system design, Delivery of all equipment to your location, Mounting of solar panels on roof or ground mount, Installation of inverter, battery bank, and charge controller, Wiring and electrical connections, Installation of protection devices (breakers, surge protectors), System testing and commissioning, User training and documentation, and Post-installation support.

We provide comprehensive warranties on all products and services: Solar panels: 10-25 years (efficiency and manufacturing), Inverters: 5-10 years (brand dependent), Batteries: 3-5 years for lead-acid, 10 years for lithium, Mounting structure: 10 years, Installation workmanship: 2 years, and System performance: 25 years. Extended warranties are available for purchase.

For grid-tied systems, you may need approval from your distribution company (Kenya Power for grid-connected systems). For off-grid systems, no permit is typically required. Our team handles all necessary paperwork and permits as part of the installation service. We'll guide you through any regulatory requirements.

While it's possible for experienced individuals to install solar systems, we strongly recommend professional installation. Improper installation can lead to system damage, safety hazards, voided warranties, and reduced performance. Our certified installers ensure proper mounting, electrical connections, and compliance with local regulations. Professional installation is required to maintain warranty coverage.

We offer a 30-day return policy for unused products in their original packaging. To initiate a return, contact our customer service team with your order number and reason for return. Once we receive and inspect the item, we'll process your refund within 7-10 business days. Note: Custom-ordered items, opened electrical components, and installation materials may not be eligible for return.

To request a refund, please contact our customer service team via phone, email, or WhatsApp with your order details. We'll guide you through the process. Refunds are issued to your original payment method within 7-10 business days after we receive and inspect the returned item. For M-Pesa payments, please allow additional 2-3 business days for the funds to reflect.

If you receive a defective or damaged product, please contact us immediately (within 48 hours of delivery). We'll arrange for a replacement or repair at no additional cost. Please take photos of the damage and send them to our team along with your order details. We'll expedite the replacement or process a full refund based on your preference.

Yes, we offer product exchanges within 30 days of purchase. The product must be unused, in original packaging, and in the same condition as received. Price differences may apply. Contact our team to arrange an exchange. For exchanges due to sizing or compatibility issues, we'll help you select the appropriate alternative product.

For returns due to our error (wrong item shipped, defective product), we cover all shipping costs. For returns due to change of mind or ordering errors by the customer, the customer is responsible for return shipping costs. We recommend using tracked shipping for returns to ensure safe delivery.

You can reach our technical support team through multiple channels: Call/WhatsApp: +254 768 016 142, Email: support@eastcom.co.ke, Visit our service center, or Use the contact form on our website. Our technical team is available Monday-Friday 8:00 AM - 6:00 PM and Saturday 9:00 AM - 4:00 PM. For urgent issues, we offer 24/7 emergency support for existing customers.

If your system stops working, first check: If the inverter display shows any error codes, If all main breakers are turned on, If the solar panels are clean and not covered, If battery connections are secure. Many issues can be resolved by restarting the inverter (turn off, wait 30 seconds, turn on). If the problem persists, contact our technical support with the error code and system details.

Most modern inverters come with built-in monitoring displays showing real-time production and consumption. You can also use smartphone apps (provided by inverter manufacturers) to monitor performance remotely. We can help you set up monitoring solutions during installation. For commercial systems, we offer professional monitoring services with detailed analytics and reporting.

Reduced power output can be caused by several factors: Dirty or shaded panels, Extreme weather conditions (excessive heat can reduce efficiency), Inverter issues or faults, Battery problems in off-grid systems, Seasonal changes (shorter days in rainy season), System aging (panels degrade slightly over time). Contact our team if you notice a significant drop in production for professional diagnosis.

Yes, most solar systems are designed to be expandable. When planning your initial installation, we can size the inverter and wiring to accommodate future expansion. Adding more panels, batteries, or upgrading to a larger inverter may be possible. Contact our team to discuss expansion options and get a quote for additional components and installation.

For grid-tied systems without battery backup: The system automatically shuts down for safety (as required by regulations). For systems with battery backup: The batteries continue to power your loads seamlessly. For off-grid systems: You won't notice any interruption as the battery bank provides continuous power. Our hybrid systems can automatically switch between grid and battery power.

Clean panels 2-4 times per year, more in dusty areas: 1) Turn off the system first, 2) Use a soft brush or microfiber cloth, 3) Clean with plain water or mild soap solution, 4) Avoid harsh chemicals or abrasive materials, 5) Clean early morning or evening when panels are cool, 6) Rinse thoroughly and let dry. Never use high-pressure water jets. For difficult dirt, consider professional cleaning services.