Warranty Policy
SolarPlay(hereinafter referred to as "our company") is the official online store of SolarPlay operated by our company, and portable power supplies, solar panels and other accessories. (hereinafter referred to as "SolarPlay Product”), during the warranty period described in “Warranty Period” below. The Company provides warranty service (hereinafter referred to as "the Service") in accordance with the conditions stipulated by the Company.
This warranty contains SolarPlay's full and exclusive warranty obligations. We do not have any other liability to us or to any person in connection with the sale of our products.
Warranty Period
SolarPlay warrants that the product will be free from defect in materials, workmanship, and performance to the original consumer purchaser.
The warranty period starts on the date of purchase by the original consumer purchaser,Also, if you register as a user on the official website, the warranty period will be extended for another 6-36 months.
- For the product of portable power station, the warranty period varies from 24 months to 60 months.
- For the product of solar panel and accessories as cable, charger etc, 6-12 months is provided for the warranty service.
No warranty for gifts product and Warranty period may vary by country subject to local laws and regulations.
Please click here for more details.
Please note the following:
- Warranty applies to purchases made on the SolarPlaywebsite (www.solarplay.net).
- Only the original buyer is eligible for warranty coverage.
- A proof of purchase must be presented for any warranty claim.
- Approved warranty returns should be sent to SolarPlaywithin 7 days.
- For products within the warranty period but have been used for more than one year, there may be a charge for replacing with a new product. Please refer to Article 2 of Limited Remedies for details.
- The customer must cover return shipping costs to SolarPlayand provide the tracking number.
- For solar accessories (e.g., extension cables, brackets, tool kits, etc.), please contact customer service within 7 days of receipt for any quality issues. Returns or exchanges will not be accepted after this period.
- For items bought through Amazon or authorized SoalrPlay dealers, initiate warranty claims through the respective platform:
- Amazon: Reach out directly to the seller of Amazon.
- Authorized Dealers: Reach out directly to the seller.
For clarity and without limiting the scope, the following conditions do not constitute defects in material or workmanship:
- Normal wear and tear and/or required maintenance occurring during normal use.
- Damage caused by improper handling, storage, assembly, installation, or inadequate lubrication, or failure to perform necessary maintenance.
- Damage resulting from misuse, abuse, unauthorized modifications or alterations, accidents, acts of nature, or external forces.
- Intentional damage.
- Cosmetic damage, including but not limited to scratches, abrasions, and discoloration that do not affect the functionality of the product.
Limited Remedies
1. If the product exhibits material and/or workmanship defects within the limited warranty period, SolarPlay shall provide repair services or replace the damaged parts. Within one year, SolarPlay will cover the cost of the aforementioned repairs or replacement parts as well as any labor costs associated with product disassembly and installation free of charge to the customer. After one year, the customer is responsible for any labor costs associated with product disassembly and installation. Additionally, the customer must bear and prepay all shipping or transportation costs associated with warranty services, including returning the product to SolarPlay. Furthermore, the risk of loss or damage to the product during transportation shall be borne by the customer until the product is delivered and formally received by SolarPlay.
2. During the warranty period, repair is primarily prioritized, and generally, free replacement of new products is not supported as a principle. If the product is confirmed as irreparable during the warranty period, a new product may be replaced depending on the situation. Replacement of a new product is free of charge if the product has been used for less than one year. If the product has been used for more than one year, the replacement cost will be calculated according to the following rule:Replacement Cost = Original Price * (1 - Remaining Warranty Period / Total Warranty Period)
Exclusion
SolarPlay's warranty does not apply to:
- Damage caused by misuse, abuse, accidental damage, or acts of nature. (e.g. lightning strikes, tornadoes, hurricanes, etc.);
- Defects or damage caused by unauthorized modification/repair/disassembly or failure to follow official instructions or manuals;
- Any use other than normal consumer use as approved in SolarPlay's current product brochure;
- For use with products other than those available as approved in the AFERIY Product Instructions;
- Attempted repair by non-certified personnel;
- Defects or damage caused by exposure to heat, cold, liquids, or other external factors;
- Defects or damage caused by reliability or compatibility issues when using unauthorized third party components;
- Damage or damage to the product due to connection with equipment not specified by the company;
- Lost/stolen/free/refunded products;
- Unable to provide valid proof of purchase;
- Items purchased from unauthorized resellers;
- Non-quality related issues;
- Warranty period expired;
- The battery model on the warranty certificate does not match the actual item;
- Unauthorized alteration on the warranty certificate;
- Product wear and tear through the usage of time.
Claim Process
- Please contact us via Email: shopify@solarplay.net for any assistance with the product.
- For any warranty claims, service performed by SolarPlayor local authorized service partner, subject to the options below:
- Repaired by SolarPlayservice center, or
- Swap for a replacement product with equivalent specifications according to model and service life
- In case of replacement, a refurbished model of equal value may be provided and the delivery of the replacement will be arranged within 7 business days (subject to changes caused by force majeure) after confirming the defective item has been received at SolarPlaywarehouse.
- For any out of warranty claims, please priorly contact SolarPlayservice for more details.
Valid Proof of Purchase
- Please provide valid purchase voucher, including purchase channel, order number, shipping tracking number and other information.
- Sales invoice or order confirmation email that clearly shows the description of the product, its price and sales channel
- Please note that more than one type of proof of purchase may be required to process a warranty claim (such as receipt of money transfer and confirmation of address item was originally shipped to)
- *The defective item’s serial number (usually on the label of the product) and/or visible proof (eg: Short video) depicting the defect will be required
Shipping costs should be paid by customer in the following situations:
- Returning products without any proven defect
- Warranty claims on items taken outside the original country of purchase
- Returning items claimed to have defects but found to be in proper functioning status by SolarPlay
- Costs related to unauthorized returns (any returns made outside the approved warranty process)
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