Wettelijke kennisgeving
Limited Warranty Policy
1. Limited Warranty Coverage
SAMDUO warrants that the product will be free from defects in materials and workmanship under normal use during the warranty period.
This limited warranty applies only to products purchased through channels officially recognized by SAMDUO.
This warranty applies to normal residential use only. The Products shall be used in accordance with SAMDUO’s user manuals, technical specifications, and recommended operating conditions.
2. Warranty Period
This warranty applies to the following product categories:
• AC-Coupled Plug-In Home Energy Storage Solution
|
Product |
Limited warranty Period |
|
Nex E6000 |
10 years |
|
Nex E6000H |
10 years |
• All-In-One Balcony Solar Power Storage
|
Product |
Limited warranty Period |
|
Nex P2800 Pro |
10 years |
• Expansion Battery Pack
|
Product |
Limited warranty Period |
|
BP2800 |
Covered under the same 10-year limited warranty as the main unit, subject to the Battery Performance Clause. |
• Energy accessories (including Smart Meter, P1 Meter, Smart Plug and related communication accessories): 36 months
• Accessories (e.g. adapters, cables): 12 months
The warranty period starts from the date of product activation. Proof of purchase will be required to validate warranty eligibility.
3. Battery Performance Clause
Battery capacity degradation due to normal use is expected.
The battery will be considered defective only if abnormal capacity degradation occurs within the warranty period under normal usage conditions, as evaluated based on SAMDUO’s internal testing standards.
Normal aging, capacity loss, or performance degradation that does not affect normal product functionality is not covered.
4. Warranty Service Process (RMA)
Step 1 – Contact Support
Customers must contact SAMDUO support and obtain an RMA authorization before returning any product.
Step 2 – Required Information
Customers must provide:
• Proof of purchase
• Product serial number
• Description of the issue
• Supporting images or videos
Step 3 – Diagnosis
SAMDUO will conduct remote troubleshooting to determine eligibility.
Step 4 – Resolution
SAMDUO will, at its sole discretion:
• Repair the product
• Replace the product (new or refurbished)
• Offer a refund (depending on the nature of the issue and product condition)
Step 5 – Return Rules
Unauthorized returns will not be accepted or processed, and may be returned to the sender at their expense.
Final warranty determination will be made by SAMDUO based on remote diagnosis and/or product inspection.
5. Shipping Responsibility
For warranty claims:
• If the issue is confirmed by SAMDUO as a product defect, SAMDUO will cover standard shipping costs as determined by SAMDUO. SAMDUO reserves the right to designate the shipping method and carrier.
• If the issue is not covered under warranty, the customer is responsible for shipping and any associated service costs.
6. Replacement Policy
Replacement products may be:
• New, or
• Refurbished units of equal or better performance
Replacement products will:
• Continue the remaining original warranty period, or
• Be covered for ninty (90) days
Whichever is longer.
Replacement and refund processes are subject to SAMDUO’s Return & Refund Policy.
7. Warranty Eligibility
To qualify for warranty service:
• Product must be purchased from channels recognized by SAMDUO
• Valid proof of purchase is required
• Serial number must be intact and legible
• Product must not be tampered with or modified
Products purchased from unrecognized channels are not eligible for warranty service.
8. Warranty Exclusions
This warranty does not cover damage caused by:
• Misuse, abuse, or negligence
• Improper installation or operation
• Unauthorized repair or modification
• Use of third-party components
• Environmental damage (water, fire, extreme temperatures)
• Damage caused by improper storage conditions, including but not limited to prolonged storage under low battery conditions
• Normal wear and tear
• Damage caused by improper packaging during return shipment
• Failure to follow troubleshooting instructions provided by SAMDUO
9. DOA Policy
Products that are defective upon arrival (DOA) within fourteen (14) days of delivery are eligible for priority replacement. SAMDUO may request basic verification before approving DOA replacement.
DOA cases may include:
• inability to power on;
• severe physical damage upon delivery; or
• critical functional failure during initial use.
10. Limitation & Discretion
SAMDUO reserves the right to determine:
• Whether a product is eligible for warranty service;
• The appropriate method of resolution.