Warranty coverage, the faults that are excluded, the seven-day window for transit damage, how a replacement part travels in both directions, how fast we answer, and the payment and freight terms a purchase order is built on — all on one page, so a distributor, an EPC contractor or an OEM buyer does not have to collect the same answer from five different emails.
Every unit leaves the plant with a two-year warranty covering manufacturing defects, and with the support route already named — not a mailbox that answers after the installation season is over.
Our published position on the product pages is a 2-year warranty covering manufacturing defects, together with consultation on maintenance practices for the life of the unit. Series-specific terms are confirmed in writing on the quotation so they can be carried straight into your own end-customer contract.
A 6-stage QC process with 24-hour stress testing on every production run, a 35,000-hour design durability rating, and a 3,000+ m² facility operating under ISO 9001. Compliance background on the high-frequency hybrid line is published as CE (IEC 62109-1, -2) with EN 61000-6-1 and EN 61000-6-3.
Consumables and wear parts — fans, fuses and similar items — are not covered by the two-year term. Battery products carry their own cycle-life statements, published on each battery product page, and their own handling rules for deep discharge and temperature.
Eight exclusions, stated up front. Putting them on paper protects the buyer as much as the factory: an installer can see exactly which site conditions would void coverage before the commissioning date, not after the first failure.
Transit and handling damage. Covered by the carrier or the cargo insurance instead — see the DOA route below.
Improper installation. Undersized cable, missing earthing, no surge protection, or paralleling that does not follow the manual.
Use outside the specified range. Continuous overload, output short circuit, or connection to a non-standard grid.
Unauthorised intervention. Opening the enclosure, modifying hardware, or flashing non-original firmware.
Non-original parts. Boards, fans or connectors sourced elsewhere and fitted into the unit.
External causes. Fire, water ingress, lightning strike, or damage by animals.
Battery misuse. Deep discharge, over-temperature, or operation that ignores the BMS rules.
Consumable wear. Natural wear of fans, fuses and similar service items.
A unit damaged in transit is a logistics claim, not a warranty claim, and the clock starts at delivery. Report inside seven days of receipt with the four documents below and the case is handled on two tracks at once: we help pursue the carrier or the insurer, and we get a replacement moving so the installation is not held hostage by the paperwork.
Open the claim with the four attachments listed below, sent to your named sales contact or to info@hetpower.com.
If the cause is a product defect, a replacement or the required parts are confirmed within 48 hours of a complete report.
If the cause is transport damage, we support the claim against the carrier or the cargo insurer while the customer's installation schedule is protected.
Outer carton, all six faces, before opening.
Continuous footage from sealed carton to the unit.
Unit SN plate, legible, matching the packing list.
The shipping document that came with the consignment.
Five steps, with the direction of travel decided by part value rather than by whoever asks loudest. Low-value service parts ship first so the site can be repaired immediately; whole units and high-value boards travel back first. Old parts are written off at the factory within 30 days — after that they are settled at spare-part price.
Fault code plus an on-site video, checked against the series manual before anything is shipped.
Determined from the diagnosis, so the buyer does not pay freight on a complete unit for a single board.
Ship-first for low-value common parts; return-first for whole units and high-value assemblies.
The customer fits the replacement and sends the old part back with the same paperwork.
Old parts reach the factory within 30 days; overdue items are invoiced at spare-part price.
Our dealer and distributor programme includes localised pre-sale and after-sale service with spare parts. Ask your regional manager which of those parts are stocked locally for the models you carry. Batch or repeated failures are not handled case by case — they open an 8D process with an inventory check at both ends.
Published commitments, measured in working days, with an escalation path for anything that touches safety or a whole shipment.
Every claim or technical question is acknowledged within 24 hours of a working day.
A handling plan — replacement, parts, or a diagnostic step — within 48 hours.
For safety-related or batch issues: an 8D report and a stock review within 5 working days.
| Channel | Who to contact | Best used for |
|---|---|---|
| info@hetpower.com +86 0755 2315 0955 |
Claims, documents, written confirmation of terms | |
| Regional manager | Europe · America · Middle East · Asia named contacts on the contact page |
Commercial decisions, escalations, stock planning |
| Each regional manager's line also a Nigeria line for West Africa |
Fast triage: fault code and short video first | |
| Sales engineer | Your named account contact | Pre-shipment checks, spare-part lists, RMA numbers |
One deposit rule, two alternatives, no negotiation theatre. The split below is what the proforma invoice is built on.
30% deposit with the order, 70% against a copy of the bill of lading. The most common route for container orders.
Used for samples, spare parts and small follow-up orders where a bank transfer costs more than the goods.
When the transaction is placed through our Alibaba store, the order can run under Trade Assurance terms.
The payment method and the Incoterm are written on the same proforma invoice, together with the port of loading, so the three never drift apart between quotation and shipment.
Four terms are quoted as standard, all under Incoterms 2020. The port is named specifically — Yantian or Shekou — so a buyer is not left comparing quotations that all say "Shenzhen" and mean three different terminals.
| Term | Named place | What the buyer carries |
|---|---|---|
| EXW | Shenzhen | Everything from the factory gate: export clearance, inland haulage, ocean freight |
| FOB | Shenzhen — Yantian / Shekou | Ocean freight and insurance from the port of loading |
| CIF | Destination port | Import clearance, duties, and inland delivery from the destination port |
| CFR | Destination port | The same as CIF, plus the cargo insurance itself |
| DDP | Selected countries only | Quoted case by case, because duty and clearance responsibility sit with us |
Loading quantities are published per model on the product pages — for example 509 / 1,054 / 1,236 pcs across 20GP / 40GP / 40HQ on the smaller low-frequency models.
Annual shipments exceed fifty 20-foot containers of equipment, which is what makes mixed-model consolidation practical.
Invoice, packing list and bill of lading travel with every shipment. For battery orders, the transport document set required for lithium cells is confirmed per order before booking.
Port of loading is quoted as Yantian or Shekou, Shenzhen. Where a quotation only says "Shenzhen", ask which terminal — the inland leg and the sailing schedule are not the same.
The five things buyers ask after the purchase order is signed, answered in the same order the questions usually arrive.
Two years, covering manufacturing defects. It is backed by a 6-stage QC process, 24-hour stress testing per production run and a 35,000-hour design durability rating, in a 3,000+ m² ISO 9001 facility.
Series-specific terms are stated on the quotation in writing so they can be passed to your own end customer unchanged. Consumables such as fans and fuses are excluded, and battery products follow their own published cycle-life statements.
Report within 7 days of receipt with four items: six-side photos of the outer carton, a continuous unboxing video, a clear photo of the unit serial number, and the packing list.
Once the report is complete, a defect case gets a replacement or parts decision within 48 hours. Where the cause is transport damage, the same evidence supports the claim against the carrier or the cargo insurer — the two tracks run in parallel so your installation date is not waiting on the settlement.
It depends on value. Low-value common parts ship first so the site can be repaired immediately; whole units and high-value assemblies travel back first. Which route applies is set by the remote diagnosis — fault code plus on-site video — not by the size of the complaint.
The old part is expected at the factory within 30 days for write-off. After that point the item is invoiced at spare-part price. Batch or repeated failures switch to the 8D process, with an inventory check at both ends.
Payment:
Trade terms (Incoterms 2020): EXW Shenzhen, FOB Shenzhen (Yantian / Shekou), CIF, CFR. DDP is quoted case by case for confirmed countries only, because duty and clearance responsibility then sit with us.
Not as a blanket rule. Fans, fuses and similar consumables are wear items and sit outside the two-year term.
Batteries carry their own published cycle-life figures — 6,000+ cycles on the LFP-W, LFP-S and LFP-F series, 3,000+ cycles on the wall-mounted range — and their coverage excludes the misuse cases listed above: deep discharge, over-temperature, and operation that ignores the BMS rules. What is covered, and for how long, is confirmed per battery series in writing.
If you need the warranty statement, the exclusion list or the Incoterm for a specific series written into a proforma invoice, send us the model list and the destination port — you will get a quotation with the terms already filled in, not a link back to this page.
