Warranty

What we will do

If a product fails to conform to this warranty and the defect is verified through our warranty assessment process, SUYEEGO will, at its option, repair the defective product or replace it with a new or equivalent product of equal or greater performance and reliability.

Warranty period by product category

Each period is counted from the date of purchase shown on the original sales invoice. Parts and accessories replaced under this warranty remain covered only for the remaining period of the original product; a replacement does not extend or renew it.

• Solar panels — 2 years
• Solar charge controllers — 2 years
• Lithium batteries — 5 years
• Inverters — 2 years
• DC chargers (DC-DC battery chargers) — 2 years

A product that does not work on receipt

If a product does not work when you receive it, and the failure was not caused by logistics or transport nor by human factors such as incorrect installation, misuse, unauthorised disassembly or modification, we will provide a free replacement with a new unit. Contact our after-sales team promptly after receipt and provide the order information together with clear photographs or video of the failure, so that we can complete the assessment.

Damage caused in transit

If the damage or failure was caused by logistics or transport, we will work with you to file a claim against the carrier, and will provide technical support and the necessary spare parts so that the unit can be repaired.

Damage caused by incorrect operation

If the damage was caused by incorrect operation, misuse or improper handling, we will provide the spare parts required, according to the actual condition of the unit. Where the parts involved are of relatively high value, you will be asked to bear a portion of the cost, agreed between you and SUYEEGO before the parts are supplied.

Parts and accessories

During the warranty period, if a part or accessory is damaged, we will provide technical support together with the replacement part or parts needed to restore the product to normal operation.

After the warranty period has expired, we will provide the parts required on a case-by-case basis and according to your situation. Technical support and troubleshooting guidance remain available to all customers.

How to make a claim

Contact our after-sales service using the details at the end of this policy and provide:

• The order number and the original proof of purchase.
• The product category, model and, where applicable, the serial number.
• The date of purchase and the date on which the fault appeared.
• A description of the fault, with clear photographs or video of the product and of the fault.
• The installation and system configuration — battery type, panel configuration, loads — where relevant.
• Our technical team will review the information and provide the troubleshooting steps to carry out before any return is arranged.
• If a return is necessary we will issue an RMA (Return Merchandise Authorization) number and the return address. The defective product or part must be returned within the period stated in the RMA confirmation. Products returned without a valid RMA number may not be accepted.
• Parts replaced by SUYEEGO become our property on the date we ship the repaired or replacement product back to you.
• The original proof of purchase is required for any warranty claim.

What this warranty does not cover

Failures, damage or loss of performance resulting from:

• Normal wear and tear, or cosmetic ageing that does not affect function.
• Improper installation, operation, storage or handling, or failure to follow the usage documentation.
• Insufficient ventilation, inadequate maintenance, or operation outside the rated electrical and environmental specifications.
• Unauthorised repair, disassembly, modification or conversion, or the addition of non-original parts.
• Misuse, abuse, negligence, accident or intentional damage.
• Contamination with hazardous substances, or exposure to radiation or to water ingress, unless the product is expressly rated as waterproof.
• Abnormal electrical stress, including power surges, over-voltage, over-current, short circuits caused by external wiring, unstable grid supply, lightning or system harmonics.
• Exposure to extreme temperatures or severe environmental conditions.
• Force majeure events, including fire, flood, earthquake, hurricane, storm, war and acts of terrorism.
• Products whose labels, model numbers or serial numbers have been removed, altered or made illegible.

Costs this warranty does not cover

This warranty does not cover labour costs, installation or removal charges, system testing, freight for non-warranty returns, loss of time, loss of revenue, or any other expense that does not relate directly to the repair or replacement of the product.

Limitation of liability

To the maximum extent permitted by applicable law, SUYEEGO shall not be liable for loss of use, interruption of business, loss of profits, loss of data, or any indirect, special, incidental or consequential damages of any kind, whether arising in contract, tort (including negligence), strict liability or otherwise, even if we have been advised of the possibility of such damages.

Our total cumulative liability to you arising from all causes of action shall not exceed the purchase price you actually paid for the product concerned.

The products are not intended for use as the primary or backup power source for life-support systems, medical equipment, or any application in which failure of the product could lead to injury, loss of life or catastrophic property damage. We disclaim all liability arising from such use.

Nothing in this warranty excludes or limits any statutory or mandatory consumer right that applies in your country or region.

Contact for warranty claims

This policy is issued in English and Spanish. In the event of any inconsistency between the two versions, the English version prevails.

• Company: Guangzhou Suyeego Electronic Technology Co., Ltd
• Website: www.suyeegorv.com
• E-mail: star@suyeego.com
• Address: 7th Floor, Building A, No. 14, Shilou Road Section, Shilou Town, Panyu District, Guangzhou, Guangdong, China