SOFAR PowerAll Battery 5kWh (BTS 5K)

Shipping

• Customers pay for their own return shipping costs to send items back to our returns facility. We cannot refund original shipping fees or offer prepaid return labels except in cases where the return is needed due to our error.
• We recommend retaining the original shipping boxes and packing materials when possible to avoid damage in transit back to us. For valuable merchandise, always ship returns with tracking and consider extra insurance in case of loss or damage during shipping. We cannot guarantee refunds for returns lost in transit.
• Once your return is received and inspected, return shipping costs will be deducted from approved refund amounts. We will notify you by email of any deductions for shipping prior to processing the refund.
• For heavier, oversized, or fragile items, we suggest comparing rates between major carriers like UPS, FedEx, and USPS to find the most economical shipping option. Retail postal centers may offer better rates than dropping off at a postal mailbox. Consider asking about special rates for business returns or re-used packaging.

Warranty

All our products are covered by the Manufacturer's Warranty, which guarantees that they will be free from defects in materials and workmanship under normal use and service. The specific terms and duration of the warranty may vary depending on the product and the manufacturer. Please refer to the product's documentation or contact our customer support team for detailed warranty information.

Warranty Claim Process

In the unfortunate event that you encounter a faulty product, we want to make the warranty claim process as seamless as possible for you. To initiate a warranty claim, please follow these steps:

• Lodge the Claim Within 7 Days: To be eligible for a warranty claim, it is crucial to lodge the claim within 7 days from the date of discovering the fault. We encourage you to inspect the product upon delivery and report any issues promptly.
• Contact Our Customer Support: Reach out to our customer support team immediately with your order details and a clear description of the product's fault. They will guide you through the necessary steps and assist you in lodging the warranty claim.
• Assessment and Evaluation: Our team will work closely with the manufacturer to assess and evaluate the reported fault. In some cases, they may request additional information or images to expedite the process.
• Licensed Electrician Evaluation: For electrical products, it is essential to have a licensed electrician examine the faulty product and provide a detailed report. This ensures that the correct evaluation and repair process are initiated, protecting your safety and complying with industry standards.
• Reporting to the Manufacturer: We will report the findings of the licensed electrician to the manufacturer to ensure that the correct repair or replacement process is followed. This step is vital to maintain the validity of the warranty and avoid any potential delays.
• Repair or Replacement: Once the manufacturer approves the warranty claim, they will proceed with either repairing the faulty product or providing a suitable replacement, depending on the terms of the warranty.
• Status Updates: Throughout the warranty claim process, we will keep you informed about the progress and expected resolution time.
• You must pack the product securely in its original packaging and include your proof of purchase, for the manufacturer to pick up the item. If the item is not in its original packaging then the manufacturer may not agree to pick up the product and initiate the warranty claim.
• You must inspect the merchandise promptly upon delivery and report any faults or damage within 7 days of receipt.

If damage is confirmed to be from normal wear-and-tear, drops, unauthorized repairs, or other non-warranty factors, service and shipping fees will apply. In such cases, we will contact the customer for approval before proceeding with paid repairs.

Unfortunately we cannot provide loaner units during the warranty repair process. For mission-critical equipment, we highly recommend purchasing backup units to prevent downtime in case of defects.

Returns

You have 30 calendar days to return an item from the date you received it.

To be eligible for a return:

• Your item must be unused and in the same condition that you received it.
• Your item must be unopened in the original packaging.
• Your item needs to have the receipt or proof of purchase.

Refunds

• After we receive any returned item, we will inspect it and if it meets our returned criteria, then we will notify you via email the status of Returned Item.
• Approved refunds will be paid back into the original payment method within 5-10 business days Return shipping costs may be deducted from refunds.
• If the refund is not Approved, you will be notified in your email for an update.

Freight Damage

Upon receiving your order, we kindly request that you thoroughly inspect all packages within 7 days of delivery. This inspection period is crucial as it allows you ample time to identify any visible damage caused during transit. Please keep in mind that promptly reporting any freight damage is vital in safeguarding your right to file a claim and ensuring a swift resolution.

Should you identify any freight damage during the inspection, we urge you to notify us immediately. Our customer support team is ready to assist you through the claim filing process and provide the necessary guidance to ensure a smooth and hassle-free experience.

• Photographic Evidence: Take clear and detailed photographs of the damaged packaging and the product itself. High-quality images significantly expedite the claim process and provide valuable evidence to support your case.
• Order Details: Provide your order number, shipping address, and contact information to facilitate efficient communication and accurate tracking of your claim.
• Description of Damage: Offer a comprehensive description of the damage sustained by the product. Your input will aid us in better understanding the extent of the damage and promptly determining the appropriate course of action.