Warranty Policy
SolarPlay (hereinafter referred to as "the Company") operates the official SolarPlay online store, which sells portable power stations, solar panels, and other accessories (hereinafter referred to as "SolarPlay Products"). During the warranty period described below (the "Warranty Period"), the Company will provide warranty services (hereinafter referred to as the "Services") in accordance with the conditions stipulated herein.
These Warranty Terms constitute SolarPlay's entire and exclusive warranty obligation. We assume no other liability whatsoever arising from or in connection with the sale of our products.
Warranty Period
SolarPlay warrants to the original consumer purchaser that the Product is free from defects in materials, workmanship, and performance.
The Warranty Period commences on the date of the original consumer purchase. Furthermore, if you register as a user on our official website, the Warranty Period will be extended by an additional 6 to 36 months.
- Portable power station products are covered by an 18-month warranty.
- Solar panels and accessory products—such as cables, chargers, etc.—are covered by a 6- to 12-month warranty.
* Promotional gifts are not covered by a warranty. The Warranty Period may vary by country or region and is subject to applicable local laws and regulations.
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Please Note the Following:
- This warranty applies only to products purchased directly from the SolarPlay website (www.solarplay.net).
- Only the original purchaser is eligible to receive warranty services.
- Proof of purchase is required for any warranty claim.
- Approved warranty returns must be shipped to SolarPlay within 7 days of approval.
- For products that remain within the Warranty Period but have been in use for more than one year, a fee may be charged for a replacement unit. Please refer to Clause 2 of the "Limited Remedies" section for further details.
- Customers are responsible for the shipping costs incurred when returning items to SolarPlay and must provide a valid tracking number.
- For solar accessories (e.g., extension cables, mounting brackets, tool kits, etc.), please contact Customer Service within 7 days of receipt if you encounter any quality issues. Returns or exchanges will not be accepted after this period has elapsed.
- For products purchased through Amazon or authorized SolarPlay dealers, please initiate warranty claims through the respective platforms:
- Amazon: Contact the seller on Amazon directly.
- Authorized Dealers: Contact the seller directly.
For the sake of clarity, and without limiting the scope, the following circumstances do not constitute defects in materials or workmanship:
- Normal wear and tear and/or necessary maintenance occurring during normal use.
- Damage caused by improper operation, improper storage, improper assembly, improper installation, insufficient lubrication, or failure to perform necessary maintenance.
- Damage caused by misuse, abuse, unauthorized modifications or alterations, accidents, natural disasters, or external forces.
- Intentional damage.
- Cosmetic damage—including, but not limited to, scratches, abrasions, and discoloration—that does not affect the product's functionality.
Limited Remedies
- If a product exhibits defects in materials and/or workmanship within the limited warranty period, SolarPlay will provide repair services or replace the damaged components. For a period of one year, SolarPlay will cover the costs of the aforementioned repairs or replacement parts, as well as any labor costs associated with the removal and installation of the product, free of charge. After one year, the customer shall bear any labor costs associated with the removal and installation of the product. Furthermore, the customer must bear and prepay all shipping or transportation costs associated with warranty services, including the cost of returning the product to SolarPlay. Additionally, the risk of loss or damage to the product during transit remains with the customer until the product is delivered to SolarPlay and officially signed for receipt.
- During the warranty period, repair is the primary remedy; as a general rule, free replacement with a new product is not offered. If, during the warranty period, it is confirmed that the product is irreparable, replacement with a new product may be considered on a case-by-case basis. If the product has been in use for less than one year, replacement with a new product will be provided free of charge. If the product has been in use for more than one year, the replacement fee will be calculated according to the following formula: Replacement Fee = Original Price * (1 - Remaining Warranty Period / Total Warranty Period).
Exclusions
SolarPlay's warranty terms do not apply to:
- Damage caused by misuse, abuse, accidental damage, or natural disasters (e.g., lightning strikes, tornadoes, hurricanes, etc.);
- Defects or damage resulting from unauthorized modifications, repairs, or disassembly, or from failure to follow official instructions or manuals;
- Any use other than normal consumer use as approved in SolarPlay's current product manuals;
- Use in conjunction with products not approved in SolarPlay's product specifications;
- Repair attempts made by uncertified 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;
- Product damage or destruction caused by connecting equipment not designated by the company;
- Lost, stolen, complimentary, or refunded products;
- Inability to provide valid proof of purchase;
- Products purchased from unauthorized resellers;
- Issues unrelated to product quality;
- Claims made after the warranty period has expired;
- Instances where the battery model listed on the warranty certificate does not match the actual product;
- Unauthorized alteration of the warranty certificate;
- Normal wear and tear resulting from long-term use of the product.
Claims Process
If you have any questions regarding your product, please contact us via email at: shopify@solarplay.net.
For any warranty claims, service will be provided by SolarPlay or a local authorized service partner, with the following options available:
- Repair by a SolarPlay service center; or Replacement with an alternative product of equivalent specifications, depending on the specific model and its service life.
- In the event of a replacement, we will provide a refurbished unit of equivalent value and will arrange for the delivery of the replacement item within 7 business days after the SolarPlay warehouse confirms receipt of the defective product (delivery times may be subject to adjustment in the event of *force majeure* or unforeseen circumstances).
For any claims regarding products outside the warranty period, please contact SolarPlay Service for further details.
Valid Proof of Purchase
- Please provide valid proof of purchase, including the purchase channel, order number, shipping tracking number, and other relevant details.
- A sales invoice or order confirmation email that clearly displays the product description, price, and sales channel.
- Please note that processing warranty claims may require multiple types of proof of purchase (e.g., remittance receipts and confirmation of the product's original shipping address).
- *You are required to provide the serial number of the defective product (typically located on the product label) and/or visual evidence demonstrating the defect (e.g., a short video clip).
Shipping costs shall be borne by the customer in the following circumstances:
- Returning products that are not confirmed to be defective.
- Warranty claims for products purchased outside the original country of purchase.
- Returning products alleged to be defective, but which are found to be fully functional upon inspection by SolarPlay.
- Costs associated with unauthorized returns (any returns made outside of the approved warranty process).
