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Sales and Service Policy

This Sales and Service Policy outlines the terms governing our technical support, shipping, returns, after-sales service, and repair services. By placing an order, the buyer agrees to these terms. This policy is designed to protect the interests of both parties while ensuring clarity, efficiency, and fairness.

Technical Support (Pre-Sales and Sales Phase)

We provide comprehensive technical support to assist customers in selecting the most suitable products and ensuring proper application. Our technical services include:

  • Pre-Sales Consultation: Product selection guidance based on technical requirements and application scenarios.
  • Technical Documentation: Provision of product manuals, technical specifications, and installation guidelines.
  • Compatibility Advice: Recommendations on compatibility with third-party equipment upon request.

Disclaimer: While we strive to offer accurate guidance, compatibility with third-party components or systems is not guaranteed unless expressly confirmed in writing by our technical team. The buyer is responsible for verifying the suitability of the products for their intended application.

Shipping and Delivery Policy

      Order Processing:

  • Orders are processed within the lead times agreed upon in the purchase contract.
  • Estimated delivery dates will be provided but are not guaranteed.

      Shipping Terms:

  • All shipments are made under FOB (Free on Board) or EXW (Ex Works) terms unless otherwise agreed in writing. Risk of loss or damage passes to the buyer upon delivery to the carrier.
  • The buyer is responsible for all shipping costs, customs duties, import taxes, and other related fees.

      Delivery Delays:

  • We are not liable for delays caused by third-party carriers, customs processes, or force majeure events.
  • In the event of significant delays, we will promptly notify the buyer and provide updated delivery estimates.

Return and Exchange Policy

      Eligibility for Returns and Exchanges:

  • Returns or exchanges are only accepted for products with verified manufacturing defects or shipping errors.
  • Requests must be submitted within 7 calendar days of receipt.
  • The product must be returned unused, in its original packaging, and with proof of purchase.

       Non-Returnable Items:

  • Customized or specially configured products.
  • Products damaged due to improper use, installation, or unauthorized modifications.

       Return Process:

  • The buyer must obtain a Return Merchandise Authorization (RMA) from our customer service team before returning any products.
  • Returns without an RMA will not be accepted.
  • The buyer is responsible for return shipping costs unless the return is due to our error.

      Restocking Fee:

  • A restocking fee of up to 15% may apply to returns unless otherwise agreed.

Warranty and After-Sales Service

      Warranty Coverage:
We provide warranties to cover manufacturing defects under normal use conditions:

  • AC Chargers (7-11kW): 2 years from the delivery date.
  • DC Chargers (15-400kW): 2 years for the charger unit and 3 years for the charging modules.
  • DC and AC Adapters: 1 year from the delivery date.

       Warranty Exclusions:
The warranty does not cover:

  • Damage due to improper installation, misuse, accidents, or force majeure events.
  • Unauthorized modifications or repairs.
  • Wear and tear or consumable parts (e.g., cables, connectors).

       Warranty Claims Process:

  • The buyer must submit a detailed description of the issue, along with photos or videos, to initiate a warranty claim.
  • If the claim is approved, we will repair or replace the defective product at our discretion.
  • If the product must be returned for inspection, the buyer is responsible for shipping costs upfront. If the defect is confirmed, we will reimburse reasonable shipping expenses.

Repair Services Policy

      Repair Eligibility:
We provide repair services for both in-warranty and out-of-warranty products.

      Repair Process:

  • The buyer must request an RMA (Return Merchandise Authorization) before sending products for repair.
  • After receiving the product, we will conduct an inspection and provide a repair quotation if the product is out of warranty.
  • Repairs will only proceed upon receiving the buyer’s written approval of the quotation.

      Repair Costs:

  • In-Warranty Repairs: Labor and parts are covered. The buyer is responsible for shipping costs unless the issue is covered by warranty.
  • Out-of-Warranty Repairs: The buyer is responsible for all labor, parts, and shipping costs.

      Repair Turnaround Time:

  • Repair times will be communicated after the inspection. Typical repair times range from 7 to 15 business days, excluding shipping.

Limitation of Liability

  • We are not liable for indirect, incidental, or consequential damages, including loss of profits, downtime, or business disruption.
  • Our total liability under this policy shall not exceed the purchase price of the affected product.

    • Amendments to Policy

    We reserve the right to amend this policy at any time. Changes will take effect immediately upon posting on our website or notifying the buyer directly.

    Contact Information

    For further inquiries or assistance regarding our sales and service policy, please contact:
    Email: wells@ichargerpro.com
    Phone: +86 13975154414（WhatsApp）
    Alibaba Store: https://huazhiqihang.en.alibaba.com