Subject to the terms and conditions detailed below, we provide a voluntary product warranty (the Warranty) to end users of the following products (the Products) which are supplied by us:
No other voluntary manufacturer’s warranty shall be provided by us. This Warranty does not apply to anyone who has purchased the Products for the purposes of resale.
This Warranty is non-transferable except: where the Products are installed in a building, this Warranty will then transfer to any subsequent purchaser of that building or of the Products so long as the Products remain installed.
This Warranty doesn’t apply in the country of Germany, Austria, Switzerland, Australia, New Zealand and China.
This Warranty only applies where the Products have been installed by a properly certified and licensed installer.
We warrant that we will repair or replace (at our option) a Product or any part thereof, if such Product is faulty or defective in manufacture or materials for a period of 5 years from the date of purchase.
We will endeavor to replace Products with identical products. However, due to technological advancements, that Product may not be available. In these cases, we will supply another type of product of at least the same value and standard, although the replacement product may be a different size, shape, color and/or capacity. Due to technical advances it is possible that replacement parts or components may not be compatible with the other components already installed. Any costs relating to the incompatibility of systems is not covered by this Warranty.
If the products are replaced within the warranty period, the remaining warranty period will be automatically transferred to the replacement products. In this event, you will not receive a new certificate.
It is required that all systems have internet connection for monitoring. Those systems that are not connected to the internet the warranty is then reduced to 3 years.
Each time a warranty claim is made against a system that has no internet connection, the installer or the end user is obliged to organize a qualified personnel to conduct an on-site inspection and data collection.
We monitor systems and inform end customers via internet in the event of defects in the material or workmanship of the product within the warranty period. For systems with no internet connection, the end customer should inform us ASAP if a product is found to be defect in order to qualify for repair or replacement under the warranty.
This Warranty only covers repair or replacement of the defective product. It does not cover:
Upon the granting of the Warranty (with internet connection), we guarantee as follows:
For systems operate under self-consumption mode, we warrant that the each battery module retains at least eighty percent (80%) of its usable capacity for 120 months from the earlier of (i) the date the battery storage system is installed at the end user’s property or (ii) the date two months after the Product being sold to another business or personnel.
For other applications, the warranty can expire earlier if a total energy of 2.92MWh per kWh usable capacity has been dispatched from the battery.
The usable capacity at the time of installation is 90%.
This Warranty is subject to the following conditions:
This warranty will not apply to a defect or fault to the extent to which one or more of these conditions arises:
This Warranty does not apply to damage caused by continued use of the Product after it is known, or would have been known with regular servicing, it is defective.
Following the receipt of the replacement unit, the customer must return the allegedly faulty unit in the same packaging material as the replacement unit. The supplier will provide all labels, documentation and freight details for the return of the allegedly faulty unit. All allegedly faulty units must be returned within 10 (ten) working days of the receipt of the replacement unit. A qualified installer must be available for the unit exchange and re- commissioning. The replacement unit will be covered by the original warranty terms of the faulty unit for the remaining warranty period of the faulty unit.
In the event of an equipment failure or fault, it is the Distributor responsibility to work directly with the supplier, in order to limit the return of non-faulty equipment. The supplier will work with the Distributor to rectify the fault or fault message through telephone support or with direct PC links. Note: In order to qualify for further compensation and a replacement unit, the distributor/installer must first contact the supplier and fulfill the distributor/installer’s responsibilities under Section “how to make a claim”
Wrong deliveries, incorrect or damaged packing and transit damage claims are not warranty claims. Such cases should be referred to Customer Service
If a Product fails within the Warranty period, the end-user must stop using the Product or the system in which the Product is installed as the case may be by isolating the Product from any energy source, make a claim as soon as possible and follow all instructions provided by us, or our representative or agents.
To make a Warranty claim under this voluntary warranty, the end-user must contact us by the customer feedback system in online monitoring or by email.
When contacting us by the online monitoring, please fill in the relevant form;
When contacting us by email, please have the following information to hand:
For invalid claims under this Warranty, we will not be liable for the end-user’s costs in making the warranty claim, including transport or return freight.
In respect of valid claims under this Warranty, the end-user will not be charged for reasonable costs associated with the making of a warranty claim, including warranty processing costs, the
cost of replacement parts or freight. Reimbursement for necessary and reasonably incurred costs or expenses in making valid warranty claims under this Warranty may be claimed from us. Documentary evidence in support of such claim will be required.
We aim to rectify genuine quality problems as a priority. This is generally achieved by investigating why defective products have failed and by introducing immediate corrective action measures to prevent re-occurring of the warranty failures. It is therefore critical that all claims under this Warranty are promptly submitted to us as soon as the Product fails, and in any event, within three months of knowledge of the matter of event giving rise to the claim. No consideration will be given to claims under this Warranty which are made after this period.
We should be informed immediately about any potential product safety concerns within and outside the warranty period. We are well aware of our product liability and product safety obligations and responsibilities. It is our aim to ensure appropriate product safety standards are met in order to avoid injury, loss and damage caused by defects in any Product.
This Warranty shall form part of the purchase contract in respect of the Product between us and the end-user and shall be complied with by both parties.