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Returns & Limited Warranty

After Sales Service Plan

Purpose of after-sales service：

Our company strictly adheres to the provisions of the ISO9001 quality management system in product design, raw material procurement,production management,and after-sales service. We always believe that the needs of customers are the direction of our unremitting efforts. Our company has the business philosophy of “integrity, professionalism and win-win”, aiming to let customers trust our products and services.

General principles of after-sales service

Our company’s service commitment is equally valid for all products, and all products provided by the company can pass the testing and inspection of the Quality and Technical Supervision Bureau.

For customers using our products for the first time, when you encounter any technical problems, our company will provide the service of dispatching professional engineers to guide the installation on site and participate in the acceptance matters of the product.

After sales service plan

A. Within the warranty period: We provide complete product warranty services according to the contract warranty period and related terms. During the warranty period, when the product has non-human damage quality problems, our company will repair or replace the product free of charge. In the event of force majeure or human caused damage, installation conditions not meeting the requirements or not using the product correctly according to the user manual, our company provides maintenance services for the product, while only charging spare parts fees, freight charge and realated labor costs.

B. Exceed the warranty period：We provide maintenance services for products that exceed the warranty period, and we only charge for spare parts fees, freight charge and realated labor costs. We will also provide technical consulting services for products at the same time.
The cost categories are as follows：

No

Expense category

Remark

1
Personnel transportation expense
Based on actual expenses incurred
2
Accommodation costs
Based on actual expenses incurred
3
Labor cost
Based on actual expenses incurred
4
Cost of spare parts
According to the after-sales prices of company spare parts
5
Freight charge

Based on actual expenses incurred. During the warranty period, if the quality problems of our products occur, the relevant costs shall be borne by our company, and other cases shall be borne by users.

A. The following situations are not within the scope of our company's quality commitment:
A. Failure or damage caused by repair, alteration or disassembly by personnel not approved by our company;

B. Failure or damage caused by the use of spare parts not provided by our company;

C. Faults caused by handling, squeezing, collision, impact, high temperature, and failure to use and maintain the product according to the user manual during installation.

B. Training Plan Service: Our after-sales engineer or technical support engineer will provide on-site or online training for user’s managerial personnel and maintenance technicians according to customer needs. Training content: Installation and debugging of lithium batteries and BMS, daily maintenance of lithium batteries, and technical parameter settings of lithium batteries.

C. After sales service method:
A. Our after-sales service department engineer’s phone is 7 * 24 hours on a week. If the BMS system or battery pack breaks down, the users on site can receive support and assistance from after-sales engineers over the phone. Please carefully record the fault phenomenon and contact us through the service hotline. Technical experts will assist and guide you in solving the problem as soon as possible. When users provide us with feedbacks on whether the solution is effective, we will decide on further support measures based on the feedback outcome.
B. Technical consulting services: Users can communicate separately with our after-sales department engineers through communication tools such as phone, email, and WeChat. Our company provides specialized real-time technical support and interactive consultation to users through communication tools mentioned above.
C. Remote technical services: After receiving the user’s service request, the after-sales service engineer will first understand the on-site situation through communication tools such as telephone and Internet. Based on the obtained on-site information, judge and analyze the problem of the fault, and provide solutions.
D. On-site service：When a problem that occurs on-site cannot be resolved by phone. Our company will arrange for technical engineers to arrive at the site as soon as possible to troubleshoot and solve the problem.
E. Customer follow-up: The after-sales service department will establish contact information with customer engineers and conduct monthly follow-up visits to provide customers with installation and maintenance solutions and suggestions based on on-site conditions.
D. Supply of spare parts：
Spare parts supply refers to the backup battery pack or BMS spare parts used to replace faulty parts in the event of our company product’s failure to ensure the normal operation of the backup system.

Spare parts supply requirements:

The prices of spare parts and accessories that need to be purchased during and outside the warranty period will be reasonably executed according to our after-sales prices.

The spare parts’ and BMS’s version should support the product service life specified in the contract signed by both parties.

Our after-sales service department has set up spare parts warehouse. If there is any quality problem with our products during the warranty period, we will provide spare parts to help solve the problem and provide technical consultation. Once the customer reports the fault of the backup system to the after-sales service department, engineers will provide telephone guidance, remote maintenance, or on-site assistance based on the type and level of the malfunction to quickly troubleshoot the system. Our company promises to provide all spare parts for the type of product at a reasonable price beyond the warranty period.



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