oneThis clause applies to products:The company's photovoltaic grid connected inverter products, energy storage inverters (PCS) and integrated cabinet products, off grid inverter products, data collectors, smart energy managers, random accessories, and other accessories.
twoThis clause only applies within the territory of the People's Republic of China, excluding Hong Kong, Macao Special Administrative Region, Taiwan, and other countries and regions.
3. Product warranty basis: Customers must properly keep the national tax bureau standard invoice or its copy issued for the purchased product. During maintenance, they may be required to present the above vouchers as warranty basis;
fourConfirmation certificate of product warranty period:Using the product serial number (S/N) or warranty card as proof of warranty period confirmation, the starting time of the product warranty period is calculated from the date of manufacture plus an additional 90 natural days of turnover;
5. Warranty Commitment:
1) The company provides a domestic after-sales service hotline number: 400-931-3122, which provides technical consulting services for problems encountered during the use of the company's products.
2) The company provides a free online intelligent operation and maintenance system (OSS) APP and offers real-time online technical consulting services.
3) Determine the warranty period and method based on the product type and specifications, as shown in the table below:
Product Type | Name/Specification | Warranty period | Warranty method |
photovoltaic grid-connected inverter | MIC/MIN/MOD/MID/ MAC/MAX series | Standard 5-year warranty (If otherwise agreed in the contract, the contract shall prevail) | On site maintenance/ Return to factory repair/ Whole machine replacement |
Supporting data collector GPRS/WiFi/4G | Standard 5-year warranty (If otherwise agreed in the contract, the contract shall prevail) | Whole machine replacement |
Energy storage inverter （PCS) | SPH/SPA/SPM/ WIT/WIS series | Standard 5-year warranty (If otherwise agreed in the contract, the contract shall prevail) | On site maintenance/ Return to factory repair/ Whole machine replacement |
matchingData collector GPRS/WiFi/4G | Standard 5-year warranty (If otherwise agreed in the contract, the contract shall prevail) | replace |
Energy storage integrated cabinet (ENSO series) | PCS inside the cabinet (WIS series) | Standard 5-year warranty (If otherwise agreed in the contract, the contract shall prevail) | replace |
Battery inside the cabinet (209kWh/215kWh/ 261kWh | The battery system inside the cabinet has a warranty period of 5 years or 6000 charge and discharge cycles, whichever comes first, under the conditions of 0.5P charge and discharge power and 90% DOD (depth of discharge) within a temperature range of 25 ℃± 2 ℃. The EOL (capacity retention rate) of the battery cells in the battery system during the warranty period shall not be less than 70% of the rated capacity. | replace |
inside the cabinet Air conditioning/liquid cooling unit | Standard warranty of 3 years | replace |
inside the cabinet Perfluorohexane or aerosol/combustible gas detection sensor/water immersion sensor/dehumidifier | Standard warranty of 3 years | replace |
off-grid inverter | SPF/SPE/SPI series | Standard warranty of 2 years (If otherwise agreed in the contract, the contract shall prevail) | Return to factory repair/ Whole machine replacement |
Supporting data collector GPRS/WiFi/4G | 2 years (If otherwise agreed in the contract, the contract shall prevail) | replace |
data collector | ShineMaster ShineMaster-X | 2 years | replace |
Smart Energy manager | SEM/SEM-X | 2 years | Whole machine replacement/ Replacement of accessories |
Random attachment | AC waterproof connector/AC terminal/RS485 connector/MC4 terminal, etc | 1 year | replace |
Other accessories | Used for data collection Or anti backflow measures Electricity meter and CT, etc | 1 year | replace |
4）Installation and commissioning: Generally, on-site installation services are not provided; For projects that have an agreement with the customer, on-site installation supervision and startup debugging services can be provided once.
1. Commitment to Remote Technical Service Response
1) Provide 365 * 7 * 24H remote technical consulting services 24/7.
2) Received a customer call for consultation service, promised to respond and reply within half an hour.
3) Repair and arrange shipment within 72 hours after returning the repaired product to the factory.
2. Response speed of on-site maintenance services
1) The company has established maintenance service centers and spare parts warehouses throughout the country, and promises to provide repair services to customers' sites within 24 hours in provincial capitals and surrounding areas.
2) We promise to provide maintenance services with a response time of 48-72 hours for other regions across the country (excluding remote areas).
3) For all company products, if there is an independent service contract signed between the customer and the manufacturer, the response time shall be based on the contract.
3. Spare parts guarantee mechanism
1) Based on the sales situation of products in various regions, the company has established regional maintenance center spare parts sub warehouses and authorized service station spare parts sub warehouses throughout the country to ensure the safety stock of accessories and improve the response speed of on-site services.
2) To protect the warranty rights of users, during the warranty period, Guriwatt provided replacement machines due to product quality issues. The old machines that were replaced belong to Guriwatt, and customers must return them to the manufacturer's designated location (Guriwatt 13422945621, Guangdong Guriwatt New Energy Co., Ltd., Fangkeng Village, Pingtan Town, Huiyang District, Huizhou City, Guangdong Province) within 15 days. Guriwatt shall bear the shipping costs on its own. If the old machines are not returned in a timely manner, Guriwatt reserves the right to pursue legal action.
3) In order to improve service efficiency, the spare machines provided by the company according to the customer contract procurement ratio can only be used for fault replacement, and the spare machine assets belong to Guriwatt. After the spare machine is used to replace the faulty machine, the customer must return the replaced faulty machine to Grewatt for verification and reconciliation no later than the 10th of the following month; Spare machines that have not undergone any replacement operations are not allowed to be resold or sold without authorization. Spare machines resold without authorization are not covered by the warranty of Grewatt, and our company reserves the right to pursue responsibility.
4) Logistics Cost Explanation
The shipping cost of spare parts required for customer service during the warranty period shall be borne by the company.
The shipping cost of spare parts required for customer service outside the warranty period shall be borne by the customer.
1. Products without company logo.
2. Losses incurred by customers due to failure to provide timely warranty after equipment malfunction are not covered by the warranty.
3. Due to communication operators (China Mobile/China Unicom/China Telecom, etc.)Network upgrade and renovation, communication failure, serviceCommunication abnormalities caused by termination of service or other reasons are not covered by the warranty.
4. If the product or component has exceeded the company's warranty period, except for cases where both parties have separately signed an extension of warranty services.
5. Any malfunction or damage caused by installation and use beyond the scope specified in relevant national standards, failure to follow the requirements of the company's product manual and related installation and maintenance documents, non product specified working environment, or incorrect installation, storage, and use (such as installation environment temperature being too high, too low, too humid or dry, high altitude, unstable voltage or current, etc.).
6. Malfunctions or damages not caused by installation, repair, modification, or disassembly by the company's after-sales service personnel or designated service agencies, except for situations where the company entrusts third-party after-sales service agencies.
7. Machine malfunction or damage caused by the use of non-standard or non company components or software.
8. Malfunctions or damages caused by unforeseeable unexpected factors or human factors (such as operational errors, scratches, handling, collisions, improper voltage connections, etc.).
9. Malfunctions or damages caused by natural disasters or other force majeure events such as earthquakes, lightning strikes, fires, etc.
10. Other malfunctions or damages that are not caused by quality issues with the company's products (including components) themselves.
11. Failure to store, install, operate, and use the battery system in accordance with relevant specifications is not covered by the warranty.
12. The battery system cannot be matched with other brands of energy storage inverters or charging and discharging devices. If the battery is damaged due to other energy storage inverters or charging and discharging devices, it is not covered by the warranty.
13. Energy storage integrated cabinets containing battery systems are stored in warehouses or due to other factors, the batteries need to be charged at least once within 12 months when not in operation. Failure to charge in a timely manner will result in capacity loss or irreversible damage to the energy storage integrated cabinet, which is not covered by the warranty.
14. After the battery system malfunctions (such as reverse flow, over capacity, and over demand), customers should promptly shut it down. If it is not shut down in a timely manner, the portion of losses caused by the malfunction is not covered by the warranty.
Any malfunction or alarm that causes the battery system to malfunction or work abnormally must be reported for repair within one week.
2. The battery system should be correctly installed, operated, and used by professionals according to the user manual and quick installation manual.
3. The battery system should be installed within a maximum of 6 months from the date of manufacture. If the device is not installed and used immediately, please ensure that the storage environment meets the following conditions:
1) The equipment should be packaged in a box and sealed with a desiccant placed inside the box.
2) If installation is not carried out within 3 days after unpacking, it is recommended to store the equipment in the packaging box.
3) Storage SOC: 30% -50% SOC, complete one power replenishment operation within a maximum of 12 months from the date of manufacture.
4) Storage temperature range: Store for no more than 9 months under the condition of -20 ℃ -30 ℃;
Storage at 30 ℃ -45 ℃ for no more than 2 months;
Store at 45 ℃ -55 ℃ for no more than one month.
5) Humidity range: 5% -95% RH without condensation. Installation cannot be carried out when there is moisture condensation at the battery interface.
6) The equipment should be stored in a cool place, away from direct sunlight, and must meet the ventilation requirements in the user manual.
7) Equipment storage should be kept away from flammable, explosive, and corrosive materials; The equipment must not be exposed to rain and should be treated with waterproof and dustproof measures.
4. In case of any malfunction caused by the quality of the company's products under normal use, customers can contact the customer service department of the company through telephone, fax, email and other means. Customers must provide the following necessary information, otherwise the company has the right to refuse to provide warranty services for the product according to the situation and will not bear any losses or responsibilities caused thereby.
1) Product model and product serial number
2) System configuration information (number of components, series parallel mode, grid voltage level)
3) Equipment fault information (fault codes, pictures, and other fault phenomena)
5. The above provisions stipulate all responsibilities of the company for the products it sells, and replace all other express and implied warranties or other responsibilities. Without written confirmation, the company shall not assume any responsibility other than this provision. When the product cannot function properly, the company's responsibility to the user is limited to repairing and replacing the product in accordance with the above terms. Other than that, there are no other guarantees, responsibilities, or obligations. If otherwise specified by law, the company will comply with the law.
6. OEM or ODM products of the company are not within the scope of this warranty clause, and the contract agreement shall prevail.
Special statement: The final interpretation right of all terms in this commitment letter belongs to Guriwatt!
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