Warranty & after-sales
Warranty terms in writing, and a claim route that starts with data
Standard cover is 3–5 years on vehicle and swap packs and 5 years on storage systems, extendable to 8. The term, the capacity-retention curve and the claim procedure are written into the sales contract for every order — and a claim starts from the pack serial number and the BMS log, not from a guess.
What the warranty covers
Three terms cover the range we build. The one that applies to your model is named on the quotation and repeated in the contract.
3–5 years on vehicle and swap packs
Traction, swap, e-mobility, parking-start and agricultural packs carry a 3–5 year warranty, depending on the model and the duty cycle it is put to.
5 years on storage, extendable to 8
Residential and commercial storage systems carry a 5 year warranty, extendable to 8 years where the operating and service conditions set out in the manual are observed.
Terms written into the contract
Warranty period, capacity-retention curve, exclusions and claim procedure are written into the sales contract for every order — not left to a verbal understanding.
Covered, and not covered
Covered
- Manufacturing and assembly defects
- Capacity loss beyond the retention curve specified for the model
- BMS or protection-board failure inside the specified operating limits
- Sealing failure within the stated IP rating
- Terminals, welding, labelling and workmanship
Not covered
- Accident, impact or physical damage
- Opening, modification or repair by a third party
- Charging or discharging outside the specified limits
- Water ingress beyond the stated IP rating
- Storage or use outside the stated temperature range
- Force majeure, as defined in the contract
When the term starts
The warranty starts on the shipment date shown on the bill of lading. Fleet and battery-as-a-service programmes can instead start it at first commissioning — tell us when you request the quotation and we will write it that way.
How a claim is handled
Report with the serial number
Send the pack serial number, a short description of the fault and, where available, the BMS log export. The serial number ties the unit to its end-of-line test record.
Remote diagnosis first
We read the data — cell voltages, temperatures, cycle count and protection trips — before asking you to return anything. A share of reported faults turn out to be a charger, connector or wiring problem outside the pack.
Remedy agreed in writing
Repair, replacement pack or a field-fix kit, with the shipping route and the document set for that option confirmed before anything moves.
Parts or replacement shipped
Where the route allows, replacements travel with your next consignment; otherwise they move by express as UN38.3-tested class 9 dangerous goods, exactly like the original order.
Finding recorded against the batch
Every claim is closed with a root-cause note on the production batch record, so a batch problem is contained rather than repeated.
After-sales for fleets and projects
Spares agreed up front
Fleet, swap-network and battery-as-a-service programmes can fix a spare-pack ratio and a replacement procedure in the contract, so a failed pack becomes a swap rather than a stoppage.
Support in your working day
Support runs 09:00–00:00 Beijing time, which covers the working day in Europe, the Gulf, South and Southeast Asia and the morning of the North American working day. WhatsApp and email reach the same team.
Documents with every unit
Each unit ships with its end-of-line test record; the model datasheet, MSDS and UN38.3 summary travel with the consignment.
Ready to discuss your project?
Send the voltage platform, capacity, quantity and destination port, and we return the model, the unit price and the delivery date. Drawings or a sample pack help us confirm fitment.