Warranty

PEVcharge After-Sales Guarantee Terms

This After-Sales Guarantee Terms (hereinafter referred to as "the Terms") applies to fast charger products purchased by global users through PEVcharge's official Shopify store, and defines the scope, process, and rights and obligations of the after-sales guarantee services provided by PEVcharge. These Terms are supplementary to PEVcharge's "Shipping Terms" and "Refund & Return Policy". For matters not covered herein, please refer to the aforementioned two documents; in case of any conflict, these Terms shall prevail.

1. After-Sales Guarantee Period

1.1 The after-sales guarantee period shall be calculated from the date the user signs for the product (subject to the "sign-off date" displayed in the logistics system) and is valid for 6 months. For product malfunctions beyond this period, PEVcharge will no longer provide free after-sales guarantee services but may offer paid repair solutions based on the product malfunction situation (specific costs and feasibility shall be confirmed by consulting online customer service).
1.2 If the actual product usage time is shortened due to special circumstances such as logistics delays or re-delivery after refusal of acceptance, the after-sales guarantee period shall still be based on the first sign-off date and will not be extended separately.

2. Definition of Guarantee Scope

2.1 The free after-sales guarantee scope is limited to thecharger main unit (including core functional components such as the core power supply module, main control board, and built-in heat dissipation components).
2.2 The following accessories and consumables are not covered by the free guarantee; in case of malfunctions, they need to be replaced by the user themselves or purchased for a fee: charging cables, power plugs, interface adapters, dust plugs, product labels, instruction manuals, packaging materials, and other auxiliary accessories and wear-and-tear parts.

3. Non-Guarantee Scope Scenarios

In case of any of the following situations, PEVcharge reserves the right to refuse to provide free after-sales guarantee services, and the user may choose paid repair (if technically feasible) or bear the loss themselves:
3.1 Malfunctions/damages caused by human factors:
  • Mechanical damage, shell breakage, or internal component displacement caused by external forces such as dropping, collision, extrusion, or knocking of the product;
  • The user disassembles, modifies, or repairs the product by themselves (including replacing non-PEVcharge original accessories), or entrusts non-officially authorized institutions/personnel to perform repairs;
  • Improper operation during use, such as connecting the positive and negative poles of the power supply incorrectly, forcibly plugging and unplugging cables leading to interface damage, excessive bending of cables causing internal disconnection, or short circuits;
  • Circuit malfunctions caused by water ingress, liquid ingress, or foreign object intrusion (such as dust, metal debris) into the product;
  • Product damage caused by failure to use the product in accordance with the requirements of the product instruction manual, such as overloaded power supply or long-term overload operation.
3.2 Malfunctions caused by external environment and power supply factors:
  • Internal circuit burnout caused by unstable external power supply voltage, excessive voltage (10% or more higher than the rated voltage of the product), or insufficient voltage;
  • Using the product in extreme environments, such as ambient temperatures below -10℃ or above 45℃, high humidity (relative humidity ≥ 85%), dusty environments, strong vibration, strong magnetic fields, corrosive gas environments, etc.;
  • Product damage caused by external power abnormalities such as lightning strikes, power grid fluctuations, or electrostatic shocks.
3.3 Other non-product quality issues:
  • Product damage or malfunctions caused by force majeure (such as natural disasters, wars, strikes, customs detention, or policy adjustments);
  • Appearance wear, scratches, fading generated during normal use, or natural aging of consumables (such as cable aging, interface wear);
  • Inability to use the product normally due to third-party equipment compatibility issues (it is recommended to confirm the compatibility between the product and the equipment before purchase).

4. After-Sales Application Process

4.1 Malfunction Feedback: After discovering a product malfunction, the user must contact and feedback through PEVcharge's online customer service or official after-sales email (specific email can be supplemented) within 24 hours, stating the order number, product model, and malfunction phenomenon, and retain complete evidence (including but not limited to: photos of the entire malfunctioning product, close-up photos of the malfunctioning part, continuous unedited malfunction demonstration videos, photos of the product serial number, order screenshots, and logistics sign-off records).
4.2 Eligibility Review: PEVcharge will verify the malfunction situation, after-sales guarantee period, and order information within 3-5 working days to confirm whether the free after-sales conditions are met, and notify the user of the review result via email or online message.
4.3 Solution Notification: If the free after-sales conditions are met after review, PEVcharge will provide a reasonable after-sales solution based on the malfunction situation, including but not limited to: free replacement of the charger main unit, free repair of core components, or handling partial/full refunds in accordance with the relevant provisions of the "Refund & Return Policy"; if the free after-sales conditions are not met, the specific reason will be informed, and a paid repair solution (including repair costs and repair cycle) will be provided for the user to choose.

5. Malfunction Verification and Product Recall

5.1 To accurately verify the cause of the malfunction, PEVcharge reserves the right to conduct professional testing on the malfunctioning product. If necessary, it may require the user to cooperate with reasonable disassembly (detailed disassembly guidelines will be provided to avoid secondary damage), and the user must actively cooperate; if the user refuses to cooperate, PEVcharge reserves the right to terminate the after-sales process.
5.2 For complex malfunctions, batch malfunctions, or malfunctions that cannot be verified remotely, PEVcharge may require the user to send the malfunctioning product back to the designated after-sales center for verification. The relevant recall logistics costs shall be borne by PEVcharge (a return logistics label and designated receiving address will be sent via email, and implemented with reference to the return logistics guidelines in the "Shipping Terms").
5.3 The user must send the malfunctioning product within 7 working days after receiving the recall notice; failure to send it within the time limit will be deemed as voluntarily giving up the current after-sales guarantee application. When sending the product back, the main unit of the product must be kept intact to avoid secondary damage, otherwise, it may affect the review of after-sales eligibility.
5.4 After completing the malfunction verification, PEVcharge will notify the user of the verification result within 5 working days and implement the agreed after-sales solution; if the verification finds that the malfunction is outside the guarantee scope, the product will be sent back to the user, and the return logistics costs shall be borne by the user.

6. Other Instructions

6.1 The after-sales guarantee services referred to in these Terms only apply to genuine PEVcharge original products; non-genuine original products, refurbished products, and counterfeit products are not entitled to any after-sales guarantee.
6.2 The after-sales process may vary in different regions around the world due to differences in logistics and customs policies; the specific local after-sales rules shall be subject to those informed by PEVcharge's online customer service.
6.3 PEVcharge reserves the right to revise these Terms in accordance with product technology upgrades, industry standard adjustments, or policy changes. After revision, the Terms will be announced on the notice board of the Shopify store, and the revised Terms shall apply to after-sales applications generated after the announcement.
6.4 If you have any questions or objections to these After-Sales Guarantee Terms, you can contact and communicate for resolution through online customer service or the official after-sales email at any time.

PEVcharge 售后保障条款

本售后保障条款（以下简称“本条款”）适用于全球用户通过 PEVcharge 官方 Shopify 店铺购买的快充充电器产品，明确 PEVcharge 提供的售后保障服务范围、流程及权责界定。本条款为 PEVcharge《运输条款》《退款退货政策》的补充条款，未尽事宜请参照上述两项文件；若存在冲突，以本条款为准。

1. 售后保障期限

1.1 售后保障时效自用户签收产品之日起计算（以物流系统显示的“签收日期”为准），有效期为 6 个月。超过此期限的产品故障，PEVcharge 不再提供免费售后保障服务，可根据产品故障情况提供付费维修方案（具体费用、可行性需咨询在线客服确认）。
1.2 若用户因物流延迟、拒收后重新配送等特殊情况导致实际使用产品时间缩短的，售后保障期限仍以首次签收日期为准，不另行顺延。

2. 保修范围界定

2.1 免费售后保障范围仅限 充电器主体（含核心供电模块、主控板、内置散热组件等核心功能部件）。
2.2 以下配件及耗材不在免费保修范围内，出现故障需自行更换或付费购买：充电线材、电源插头、接口转接头、防尘塞、产品标签、说明书、包装物料等附属配件及易损耗部件。

3. 非保修范围情形

出现以下任何一种情况，PEVcharge 有权拒绝提供免费售后保障服务，用户可选择付费维修（如技术可行）或自行承担损失：
3.1 人为因素导致的故障/损坏：
  • 产品因跌落、碰撞、挤压、敲击等外力造成的机械损伤、外壳破损、内部部件移位；
  • 用户自行拆卸、改装、维修产品（含更换非 PEVcharge 原厂配件），或委托非官方授权机构/人员进行维修；
  • 使用过程中操作不当，如接错电源正负极、强行插拔线材导致接口损坏、过度弯折线材造成内部断线、短路；
  • 产品进水、进液、异物侵入（如灰尘、金属碎屑）导致的电路故障；
  • 因未按产品说明书要求使用，如超负荷供电、长期过载运行导致的产品损坏。
3.2 外部环境及供电因素导致的故障：
  • 外部供电电压不稳定、电压超标（高于产品额定电压 10% 及以上）或电压不足导致的内部电路烧毁；
  • 在极端环境下使用产品，如环境温度低于 -10℃ 或高于 45℃、高湿度（相对湿度 ≥ 85%）、多粉尘、强震动、强磁场、腐蚀性气体环境等；
  • 因雷击、电网波动、静电冲击等外部电力异常导致的产品损坏。
3.3 其他非产品质量问题：
  • 因不可抗力（如自然灾害、战争、罢工、海关扣押、政策调整）导致的产品损坏或故障；
  • 正常使用过程中产生的外观磨损、划痕、褪色，或耗材自然老化（如线材老化、接口磨损）；
  • 因第三方设备兼容问题导致的产品无法正常使用（建议购买前确认产品与设备的兼容性）。

4. 售后申请流程

4.1 故障反馈：发现产品故障后，需在 24 小时内通过 PEVcharge 在线客服或官方售后邮箱（可补充具体邮箱）联系反馈，说明订单编号、产品型号、故障现象，并留存完整证据（包括但不限于：故障产品全貌照片、故障部位特写照片、连续无剪辑的故障演示视频、产品序列号照片、订单截图、物流签收记录）。
4.2 资格审核：PEVcharge 将在 3-5 个工作日内核实故障情况、售后保障期限及订单信息，确认是否符合免费售后条件，并通过邮件或在线消息告知用户审核结果。
4.3 方案告知：经审核符合免费售后条件的，PEVcharge 将根据故障情况提供合理售后方案，包括但不限于：免费更换充电器主体、免费维修核心部件、按《退款退货政策》相关规定办理部分/全额退款；不符合免费售后条件的，将告知具体原因，并提供付费维修方案（含维修费用、维修周期）供用户选择。

5. 故障核查与产品召回

5.1 为准确核实故障原因，PEVcharge 有权对故障产品进行专业检测，必要时可要求用户配合进行合理的拆卸（将提供详细拆卸指引，避免二次损坏），用户需积极配合；若用户拒绝配合，PEVcharge 有权终止售后流程。
5.2 对于复杂故障、批量性故障或无法通过远程核实的故障，PEVcharge 可要求用户将故障产品寄回指定售后中心进行核查，相关召回物流费用由 PEVcharge 承担（将通过邮件发送退货物流标签、指定收货地址，参照《运输条款》中退货物流指引执行）。
5.3 用户需在收到召回通知后 7 个工作日内寄出故障产品，逾期未寄视为自动放弃本次售后保障申请；寄回产品时需保持产品主体完整，避免二次损坏，否则可能影响售后资格审核。
5.4 PEVcharge 完成故障核查后，将在 5 个工作日内告知用户核查结果，并按约定执行售后方案；若核查发现故障属于非保修范围，将把产品寄回给用户，返程物流费用由用户承担。

6. 其他说明

6.1 本条款所指售后保障服务仅适用于 PEVcharge 原厂正品产品，非原厂正品、翻新机、山寨机不享受任何售后保障。
6.2 全球不同地区的售后流程可能因物流、海关政策存在差异，具体以 PEVcharge 在线客服告知的当地售后规则为准。
6.3 PEVcharge 有权根据产品技术升级、行业标准调整或政策变化修订本条款，修订后将在 Shopify 店铺公告栏公示，公示后新产生的售后申请适用修订后的条款。
6.4 对本售后保障条款有疑问或异议的，可随时通过在线客服或官方售后邮箱联系沟通解决。

 

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