1. Information Required

Product defects caused by flawed materials or workmanship are eligible for after-sales service, on the premise that you provide valid purchase proof and the below supporting information:

1. Order number of your purchase from our official website
2. Detailed written description of the product fault
3. Clear photos and videos recording the failure state

2. Diagnosis & Confirmation

Once we receive your after-sales submission, we will forward your case to professional engineers for fault diagnosis and liability confirmation promptly.

3. Responsibility Determination

(1) Quality Issues

Malfunctions arising from inherent defects in product design, raw materials or production craftsmanship within the valid warranty period.

(2) Logistics Damage

• If obvious external damage is found when receiving goods: Record damage details on the delivery receipt on site, and take photos/videos as evidence with the courier present. We will file compensation claims against logistics providers based on your evidence.
• If the outer carton remains intact: You must unpack and inspect all goods within 24 hours after signing for delivery. If internal damage is discovered, notify our sales team and submit supporting evidence within the same 24-hour timeframe for logistics claim processing.
• If you fail to report damage within the time limit resulting in unsuccessful claims, all corresponding losses and liabilities shall be borne by the buyer.

(3) Human-Induced Damage

Damage directly caused by improper manual operation, such as collision, liquid soaking, wrong assembly and misuse. Such damage is not covered by free warranty service.

4. Official Solutions

Our customer service team will offer targeted solutions according to the engineer’s liability assessment result. One or multiple of the following measures will be adopted based on fault type and responsibility attribution:

1. Product Replacement Applicable to serious factory quality defects or wrong item delivery. Process: Customer sends back defective goods → After-sales department receives and inspects returned items → We arrange shipment of brand-new qualified replacement products.
2. Repair Service Applicable to repairable minor faults.
3. Partial Compensation / Order Discount Applicable to slight defects that do not affect core product functions. We will negotiate with you to provide partial refunds or store vouchers as compensation.
4. Remote Technical Guidance For simple installation and parameter setup problems, our technical team will assist you to solve issues independently via phone call or remote guidance.

5. Warranty Service Specification

Different sales representatives may provide differentiated warranty schemes in accordance with internal management standards. If your exclusive sales rep offers separate warranty clauses, the terms provided by your assigned salesperson shall prevail.

6. DIY Battery Assembly Rules

Before assembling a custom battery pack, you must fully verify all cells are well-matched and balanced.

• We reject refund or replacement requests for cells damaged due to improper assembly operations; any harm to cells or BMS generated during assembly will not be covered by warranty.
• Always use matched BMS with battery cells and store batteries in a safe environment.
• We shall not take liability for cell damage caused by overcharging / over-discharging resulting from missing BMS, nor damage from harsh storage environments.