Faq

(I) Product Quality Issues

1. Within 3 months from the date of purchase, if the product experiences performance failures due to non-human factors, and it is confirmed by our company’s technical personnel or an authorized testing agency to be a product quality issue, the consumer may apply for a replacement.

2. If major components of the product (such as the storage battery, core inverter, etc.) develop quality issues during the warranty period that affect the normal use of the product and cannot be restored to normal function through repair, a replacement may be applied for.

(II) Packaging and Accessory Requirements

When applying for a replacement, the product must be in its original, intact packaging, with all accessories (such as the user manual, warranty card, accessories, etc.) complete and undamaged.

(III) Exclusions

1. Replacement service is not provided for damage caused by improper use, maintenance, or storage by the consumer; only repair service may be provided (which may incur repair fees).

2. Products not sold as genuine by our company (e.g., products purchased through unofficial channels) are not eligible for replacement service.

3. Replacement service is not provided if the product shows obvious signs of human-induced damage (such as casing cracks caused by dropping, impact, scratching, etc.) and such damage affects the product’s performance.

(I) Warranty Period

1. Whole Machine Warranty Period: 3 years free warranty from the date of purchase.

(II) Service Scope

1. Free Repair: During the warranty period, free repair services are provided for failures caused by product quality issues, including component replacement and labor costs.

2. Technical Support: 7×24 technical consultation services are available. Technical support regarding product operation, troubleshooting, etc., can be obtained via phone, online customer service, email, etc.

3. On-site Service: For large solar energy storage systems or products that cannot be transported by the consumer due to failure, free on-site inspection and repair services are provided within a certain geographical area. Outside this area, transportation fees may apply.

(III) Service Process

1. Service Request: Consumers can request service via the following methods:

   • Call the after-sales service hotline: [Phone Number]

   • Log in to the official website/APP and submit a service request in the after-sales service section.

   • Contact the dealer/agent from whom the product was purchased to request service.

2. Acceptance and Response: After receiving the service request, after-sales service personnel will contact the user within 2 hours to understand the failure situation and perform a preliminary diagnosis.

3. Inspection and Handling:

   • If the failure can be resolved through remote guidance, the after-sales service personnel will provide operational instructions.

   • If on-site inspection or repair is required, an appointment will be made with the consumer for on-site service (or the consumer will be asked to send the product to a designated service point).

   • If the inspection confirms a quality issue, free repair or replacement will be provided according to the warranty policy. If the issue is due to human factors, repair will be conducted after agreeing on the repair cost with the consumer.

4. Service Confirmation: After service completion, the after-sales service personnel will confirm the service result with the consumer to ensure satisfaction.

(IV) Other Services

1. Product usage training services are provided via online videos, offline training sessions, etc., to help consumers better operate and maintain the product.

2. After the warranty period expires, lifelong repair services at cost price are provided, meaning only the cost of components is charged, and labor fees are waived (or a small labor fee is charged).

1. Consumers must properly keep the purchase (such as invoice, receipt, etc.) of the product to provide it when requesting after-sales services.

2. If the consumer disassembles or repairs the product without our company’s permission, it will be regarded as voluntarily forfeiting the warranty service.

3. Damage caused by force majeure (such as natural disasters, war, etc.) is not covered under the after-sales service.