Sunwave Product Warranty & Service Manual
To Strive Forward No Energy Waste | We aim to be the world's most comprehensive energy storage service provider
1. Core Warranty Contents
Warranty Coverage Products
- Energy storage battery system
- Combiner box system
- EMS energy management system
- Cables & all matching accessories
Warranty Period Rules
Complete Unit Warranty: 5 years / Reach specified total throughput energy (whichever comes first)
Capacity Guarantee: Above 70% rated initial capacity under standard test within warranty
Spare Parts Warranty: 12 months from warranty start date
Warranty Start Date
The earlier date of two standards shall prevail:
1. Date of full installation & commissioning completion
2. Sixth month after production date
2. Complete After-sales Service System
Remote Technical Support
Support via phone, video & online tools: installation guidance, technical consulting, remote training
On-site Service
Engineer on-site support, charged separately per contract & customer confirmation
Lifetime Free Consultation
Service Response Commitment
Initial Response: Within 24 hours
Service Hours: Client business days
Scope: Fault diagnosis & repair
Exclude disassembly/transport on-site cost
3. After-sales Application Process
Required Application Materials
- 1Product Model & Serial Number
- 2Purchase contract / invoice proof
- 3Fault description + photos/videos (recommended)
- 4On-site data: indicator lights, fault codes
After-sales Service Email:
aftersale@sunwave.com
Standard Troubleshooting Flow
Detect abnormal equipment, cut off power immediately and stop use
Contact Sunwave after-sales email to submit all materials
Sunwave provides remote diagnosis within 24 hours
Remote fix: online guidance; Cannot fix: disassembly/return & repair/replacement
4. Repair & Replacement Policy
| Fault Type | Sunwave Processing Solution |
|---|---|
| Repairable Components | Free repair, repair priority over replacement |
| Need whole unit / parts replacement | Replace defective components or complete machine (judged by Sunwave) |
| Discontinued spare parts | Replace with equivalent compatible functional parts |
| Unrepairable & irreplaceable | Refund according to official compensation formula |
Important Warranty Notes
- 1. Repair / replacement will NOT extend original warranty time, remaining period still applies
- 2. Consumables damaged by external force are excluded from free warranty
- 3. Unauthorized disassembly & non-original parts will void all warranty rights
5. Compensation Refund Calculation Rules
Option 1: Based on Residual Energy
Refund = Max Claim × (Guaranteed Energy - Actual Energy) ÷ Min Guaranteed Energy
Option 2: Based on Capacity Loss
Refund = Max Claim × (Min Capacity - Actual Capacity) ÷ Min Capacity
Option 3: Complete Failure
Refund = (Max Claim ÷ Total Warranty Months) × Remaining Months
Key Parameter Definition:
- • Maximum claim amount: Market equivalent value judged by Sunwave
- • Guaranteed value: Data defined in Sunwave product technical specification
- • Actual residual value: Test data confirmed by Sunwave official inspection
6. Non-Warranty Scope Summary
Human Operation Faults
- Improper overload operation
- Not follow manual installation/maintenance
- Self disassembly / modification
- Use third-party non-original parts
Process & Time Issues
- Delayed installation over 3 months after delivery
- Fault report over 48h after breakdown
- Cannot provide SN / purchase voucher
- Refuse to provide operating data
External Environment Damage
- Use beyond specified temperature/humidity range
- Force majeure: fire, flood, earthquake
- Third-party equipment compatibility conflict
- Transport collision damage
Other Exclusions
- Normal surface wear and tear
- Consumable non-quality damage
- Product exceeds full warranty period
7. Transport & Packaging Regulations
On-site Receiving Inspection
Check outer packaging integrity before signing; take photos and reject goods if damaged. After signature, transport damage disputes shall be negotiated with logistics carrier by customer.
Return Packaging Standard
Must use original packaging or Sunwave approved packaging. Damage caused by irregular packaging shall be borne by the responsible party; transport insurance is strongly recommended.
Freight Responsibility
Return freight for Sunwave free repair parts borne by Sunwave to designated address; other transportation costs borne by responsible side.
8. Liability & Dispute Terms
Customer Responsibilities
- 1. Ensure installers hold valid professional qualification
- 2. Complete routine maintenance & keep records
- 3. Cooperate with Sunwave data collection & fault inspection
- 4. Guide end users to abide by service agreement terms
Liability Limitation & Arbitration
- • Maximum compensation: Not exceed original purchase price of faulty equipment
- • No compensation for indirect losses (business loss, shutdown profit loss)
- • One-time compensation for single fault only
- • Dispute arbitration location: Nanchang, PRC, governed by Chinese laws
9. Contact & Supplementary Rules
After-sales Service Email
aftersale@sunwave.com
Working Hours
Monday - Friday: 8:30 - 17:30
Exclude national legal holidays
24/7 emergency fault response
This manual is a simplified summary of the official quality guarantee agreement. All rights & obligations subject to formal contract. Sunwave reserves the final interpretation right, latest version shall prevail.
TO BE THE WORLD WIDEST ENERGY STORAGE SERVICE PROVIDER
Sunwave Energy
Yichun Sunwave Manufacture and Trade Co.,Ltd