At Sunpal Storage, we stand firmly behind every solar panel, low-voltage battery, HV lithium battery system, and BESS solution that leaves our factory. Our products are backed by rigorous quality control, testing to CB-IEC62619, CE-EMC, CSA, TUV, UN38.3, and MSDS standards, and industry-leading cycle life of 6,500+ cycles. Though we strive for every unit we manufacture to be perfect, we recognize that issues can occasionally arise — that is why we have made our warranty claims process clear, fast, and customer-focused, so we can keep earning your trust as a reliable global supplier.

1. What We Cover

Warranty coverage varies by product category. The table below summarizes our standard coverage; specific terms for your order will also be confirmed in your sales contract or order confirmation.

*Exact warranty duration and cycle-life guarantee depend on the specific model, battery chemistry, application, and terms confirmed at the time of order. Please refer to your product datasheet, sales contract, or contact our sales team to confirm the exact warranty period applicable to your purchase.

Our warranties are backed by rigorous quality control and testing to ensure our products meet the highest international safety and quality standards. We work tirelessly to prevent issues before they occur, but if they do arise, we are here to make it right through a claims process that is straightforward and customer-focused.

2. How to Claim

We've made claiming a warranty as simple as possible:

1. Confirm eligibility — Check your product type (solar panel, battery, or BESS system), purchase date, and applicable warranty period.
2. Gather key information — Take clear photos and/or videos of the issue, along with the product's serial number/model, and note any relevant error codes or system alerts.
3. Prepare documentation — Collect your purchase or installation documentation, including invoice, order confirmation, or installation report.
4. Submit your claim — Contact our after-sales team by email or WhatsApp using the details in Section 6, describing the issue and attaching your supporting materials.
5. Claim review — Our support team will respond promptly, may request additional details or remote diagnostics to assess the issue, and will confirm next steps.
6. Resolution — Depending on the outcome of the review, we will repair, replace, or refund the affected item, as appropriate, and keep you informed throughout the process.

3. Fast & Transparent RMA Process

• Prompt response: We assess incoming claims and reply quickly, typically within 1-2 business days.
• Fair resolution: Depending on the diagnosis, we will repair, replace, or refund the affected product.
• Updates provided: You will be kept informed at every stage of your claim, from submission to resolution.
• Remote diagnostics: For battery and BESS systems, our technical team may first attempt remote troubleshooting (e.g., via monitoring platform data or firmware checks) before authorizing a physical return, to minimize downtime.

4. Return & Shipping Information

If a product return is required to complete your warranty claim:

• You will be issued a Return Merchandise Authorization (RMA) number along with return shipping instructions.
• We cover authorized sea freight costs for approved returns and replacements of defective products.
• For lithium battery products, all returns must comply with applicable dangerous-goods shipping regulations (including UN38.3 requirements); our team will advise on the correct packaging and documentation.
• Do not return any product without first receiving RMA authorization and instructions from our after-sales team, as unauthorized returns may not be accepted or processed.

5. Warranty Do's and Don'ts

✅ Covered

• Manufacturer defects in materials or workmanship.
• Power output or capacity degradation below the thresholds specified in Section 1, under normal use and standard operating conditions.
• Failures caused by manufacturing defects in battery cells, modules, BMS, or panel components supplied by Sunpal Storage.

❌ Not Covered

• Damage resulting from misuse, improper installation, unauthorized modification, or external causes (e.g., lightning, flooding, fire, physical impact).
• Operation outside the specified temperature, humidity, voltage, or environmental range stated in the product datasheet.
• Cosmetic wear, scratches, or normal degradation that falls within the guaranteed performance range.
• Removal, reinstallation, or on-site labor costs, unless otherwise agreed in a separate service contract.
• Issues arising from third-party components (e.g., inverters, cabling, or monitoring hardware) not supplied by Sunpal Storage, or from incompatible system integration.
• Products with altered, removed, or illegible serial numbers or labels.

6. Submit Your Claim

To begin a warranty claim, please contact our after-sales support team:

7. Quick Claim Checklist

• Confirm product type and applicable warranty period.
• Take clear photos/videos of the issue.
• Prepare purchase/installation documentation and serial number.
• Submit your claim via email or WhatsApp.
• Track claim progress with our after-sales team until resolution.

We continuously optimize our after-sales process to ensure speed, fairness, and transparency. Choose Sunpal Storage for a worry-free energy storage experience. If you have any questions, feel free to contact us directly.

Note: The warranty periods above are provided as general reference figures aligned with Sunpal Storage's published product guarantees. Please confirm the exact warranty terms, coverage, and exclusions applicable to your specific order in your sales contract, as they may vary by product model and destination market.