质保、退货及退款政策
Effective Date: [January 1, 2026]
Document Reference: [HD003 /V1.0]
This Warranty, Return and Refund Policy (hereinafter referred to as the “Policy”) constitutes an integral part of the sales agreement governing the procurement of off-grid home solar photovoltaic and energy storage systems (hereinafter referred to as the “Products”) supplied by huzhou Haven Deer Technology Co.,Ltd. (hereinafter referred to as the “Seller,” “we,” “us,” or “our”) to the purchasing entity or individual (hereinafter referred to as the “Buyer,” “you,” or “your”). By executing a purchase order or taking delivery of the Products, the Buyer expressly acknowledges, accepts, and agrees to be bound by the terms, conditions, and limitations set forth herein. In the event of any conflict between this Policy and other contractual documents, the terms of this Policy shall prevail unless explicitly stipulated otherwise in a mutually executed supplemental agreement.
生效日期：【2026.1.1】 文件编号：【HD003 /V1.0】
本《质保、退货及退款政策》（以下简称 “本政策”）构成销售协议不可分割的一部分，适用于湖州栖鹿技术有限公司（以下简称 “卖方”“我方”“我们”）向采购方（以下简称 “买方”“您”）供应离网家用太阳能光伏及储能系统（以下简称 “产品”）的采购交易。买方下达采购订单或签收产品，即表示明确知晓、接受并同意受本政策条款、条件及免责约束。若本政策与其他合同文件条款存在冲突，除双方另行签署补充协议明确约定外，以本政策为准。
COMPREHENSIVE WARRANTY COVERAGE FRAMEWORK
全面质保体系框架
The Seller is committed to delivering superior engineering excellence and long-term operational reliability. To substantiate this commitment, we provide a dual-tier warranty structure that distinctly separates coverage for manufacturing integrity from guarantees regarding electrochemical performance longevity.
Product Warranty: Materials and Workmanship
The Seller warrants that the Products, including but not limited to inverter units, battery modules, and integrated control systems, shall remain free from defects in materials, components, and workmanship under normal use, service, and environmental conditions strictly aligned with the technical specifications outlined in the User Manual. This warranty remains in full force and effect for a period of sixty (60) consecutive months, equivalent to five (5) years, commencing from the date of original Bill of Lading or commercial invoice, whichever serves as the primary proof of shipment. Coverage encompasses manufacturing anomalies such as structural casing fractures, internal busbar failures, printed circuit board malfunctions, or software firmware errors inherent to the production process, provided such defects are not attributable to external stressors or improper handling.
Performance Warranty: Linear Capacity Retention
Recognizing the critical nature of energy independence, the Seller provides a robust linear performance warranty for our lithium-ion energy storage battery packs. We guarantee that the usable discharge capacity of the battery system shall not degrade below eighty percent (80%) of its nominal rated capacity after the completion of three thousand (3,000) full charge-discharge cycles at an eighty percent (80%) depth of discharge, or within five (5) years from the date of original shipment, whichever milestone is reached first. This guarantee is predicated on the assumption that the system operates within the prescribed ambient temperature ranges and utilizes the recommended charging protocols. This provision ensures that the Buyer’s infrastructure investment maintains viable power reserves throughout its designated design lifecycle.
Warranty Claim Protocol and Remediation
In the event the Buyer identifies a potential defect covered under this warranty, the Buyer is obligated to notify the Seller’s technical support department in writing within seven (7) calendar days of the initial discovery of such issue. The notification must include comprehensive diagnostic data, high-resolution photographic or video evidence of the physical condition, and relevant log files extracted from the Battery Management System (BMS). Upon receipt, our certified engineering team will conduct a remote forensic analysis to validate the claim. Should the defect be confirmed as a warrantable issue, the Seller reserves the sole discretion to either repair the defective unit utilizing genuine replacement components or dispatch substitute modules to the Buyer’s designated facility.
Explicit Exclusion of Ancillary Costs
It is imperative to note that this warranty is strictly limited to the supply of replacement hardware and technical guidance. It explicitly excludes any liability for labor costs associated with the disconnection, removal, troubleshooting, reinstallation, or recommissioning of the Products. Furthermore, the Seller shall not be responsible for any logistics expenditures, including but not limited to international freight charges, customs clearance duties, import tariffs, insurance premiums, or local transportation fees incurred during the return of defective items or the delivery of replacements. The Buyer assumes full responsibility for all logistical coordination and associated financial obligations, unless a distinct After-Sales Service Agreement has been separately negotiated and executed.
我方秉持高标准工程品质与长期运行可靠性承诺，实行双层质保体系：分别对产品制造品质、电化学性能寿命进行独立保障。
产品质保：材料与工艺
我方保证：逆变器、电池模组、集成控制系统等全部产品，在严格遵循用户手册技术规格、正常使用及合规环境条件下，无材料、元器件及工艺缺陷。质保期限：自正本提单或商业发票日期（以出货首要凭证为准）起连续 60 个月（5 年）。质保范围涵盖生产固有问题：壳体结构开裂、内部汇流排故障、电路板故障、软件固件程序缺陷等；人为外力、操作不当造成的损坏不在质保范围内。
性能质保：容量线性衰减保障
基于储能用电独立性需求，我方对锂离子储能电池组提供专业线性性能质保：电池系统在80% 放电深度下完成3000 次完整充放电循环，或自原出货日期起5 年内（以先到者为准），可用放电容量不得低于额定标称容量的 80%。本质保前提：设备在规定环境温度区间运行、采用官方推荐充电规范，保障产品全设计生命周期可用储能储备。
质保申请流程与售后处理
买方发现属于质保范围的故障，须在问题首次发现 7 个自然日内以书面形式通知我方技术支持部门；通知需附带完整故障检测数据、高清实物照片 / 视频、BMS 电池管理系统日志文件。我方专业工程团队收到后将远程检测核验；确认属于质保故障后，我方有权自主选择：原厂配件维修，或补发替换模组至买方指定地点。
附加费用明确免责
本质保仅包含更换硬件及技术指导，不承担以下费用：产品拆装、接线、故障排查、重新安装调试的人工费用；退换货产生的国际运费、清关税费、进口关税、保险费、本地短途物流费等全部物流开支。除非双方另行签订专属售后协议，否则所有物流统筹及相关费用均由买方自行承担。
EXCLUSIONS AND CONDITIONS VOIDING WARRANTY
质保失效免责情形
The warranties set forth herein shall be immediately null and void if the Products are subjected to conditions or practices that deviate from the intended design parameters. Specifically, this warranty does not extend to damages, failures, or performance degradation resulting from:
Improper Installation and Commissioning: Any installation, electrical wiring, grounding, or system commissioning that fails to adhere strictly to the instructions provided in the official User Manual, or that violates applicable local electrical codes, national standards, and safety regulations in the country of installation.
Unauthorized Alterations: Any attempt to modify, disassemble, reverse-engineer, or repair the Products by personnel not explicitly authorized or certified by the Seller. This includes the replacement of original fuses, breakers, or communication modules with non-approved third-party equivalents.
Force Majeure and Environmental Extremes: Damage caused by acts of God or force majeure events, including but not limited to lightning strikes, electromagnetic interference, flooding, earthquakes, hurricanes, fires, or exposure to environmental conditions (such as humidity, salinity, or temperature) that exceed the maximum operating limits specified in the Product datasheet.
Negligence and Misapplication: Normal wear and tear, cosmetic imperfections such as surface scratches or minor dents that do not impede functional performance, or the utilization of the Products in applications for which they were not engineered, such as industrial loads exceeding the rated continuous power output or integration with incompatible generator sets.
凡产品出现以下违规使用、安装情形，质保立即自动失效：
安装调试不当未严格按照官方用户手册安装、接线、接地、系统调试，或违反当地电气规范、国标及安全法规。
私自改装拆解未经我方官方授权人员擅自改装、拆解、逆向工程、维修产品；私自替换原厂熔断器、断路器、通讯模块等非原厂配件。
不可抗力与极端环境雷击、电磁干扰、洪水、地震、飓风、火灾等不可抗力；温湿度、盐雾等环境条件超出产品规格书最大运行限值造成损坏。
人为疏忽与误用正常自然损耗、表面划痕凹痕等不影响功能的外观瑕疵；超额定功率带载、搭配不兼容发电机组等非设计工况使用。
RETURN MERCHANDISE AUTHORIZATION AND REFUND PROTOCOLS
退货授权与退款规则
Due to the classification of lithium-ion batteries as Class 9 Dangerous Goods under international transport regulations, and considering the substantial costs associated with cross-border logistics, the Seller enforces a rigorous Return Merchandise Authorization (RMA) protocol to ensure regulatory compliance and operational safety.
Dead on Arrival (DOA) Adjudication
Should the Product arrive at the destination port or site with visible transit damage, or fail to initiate power upon the initial setup following the prescribed commissioning steps, the Buyer must file a DOA claim within fourteen (14) calendar days of the recorded delivery date. Claims submitted beyond this statutory window will be automatically reclassified and processed under the standard Warranty Service Procedure. To qualify for DOA status, the Product must remain sealed in its original export-grade packaging, with all pallets, foam inserts, and accessory kits intact and undisturbed.
Non-Quality Related Return Stipulations
Requests for returns stemming from reasons unrelated to product quality, such as procurement errors, project scope reductions, or financing cancellations, are subject to strict conditional acceptance. The Buyer must submit a formal written request within thirty (30) days of receipt. The Product must be verified as unused, never installed into any electrical circuit, and returned in its pristine, original packaging without any labeling or structural modifications. A mandatory restocking fee equivalent to thirty-five percent (35%) of the total commercial invoice value will be deducted from any refund to offset administrative handling, warehouse inspection, and repackaging costs. The Buyer bears sole liability for all round-trip shipping costs, including outbound and inbound freight, cargo insurance, and any customs duties or taxes levied by international authorities.
Final Sale Designation for Customized Assets
Products manufactured to the Buyer’s specific technical requirements, including but not limited to custom voltage configurations, proprietary branding on enclosures, specialized cable harness lengths, or modified communication protocols, are designated as “Final Sale.” These customized assets are non-returnable and non-refundable under any circumstances, except in cases where the Product is proven to be fundamentally defective and non-functional upon arrival.
Refund Calculation and Fiscal Compliance Adjustments
Approved refunds will be remitted to the original method of payment or via wire transfer within fifteen (15) business days following the Seller’s successful receipt and forensic inspection of the returned goods. The Buyer is hereby notified that in strict accordance with export tax regulations effective April 1, 2026, the refundable amount shall be calculated based on the current net ex-works price, explicitly excluding any export tax rebates previously claimed or retained by the Seller. Should the returned goods fail to meet the “original condition” standards mandated by customs authorities for tax-exempt re-importation, the Buyer may be held liable for any resulting tax differentials, penalties, or administrative fines imposed by regulatory bodies.
锂离子电池属于国际运输9 类危险品，跨境物流成本高昂，我方实行严格的RMA 退货授权制度，确保合规与运输安全。
到货即损（DOA）判定
产品到货后出现运输破损，或按规范调试后无法正常开机，买方须在签收 14 个自然日内提交 DOA 索赔；逾期将自动转为常规质保流程。申请 DOA 前提：产品保持原出口包装未拆封、托盘泡沫及配件全套完好无改动。
非质量问题退货条款
因采购失误、项目缩减、资金取消等非产品质量原因申请退货：需在收货后30 天内提交书面申请；产品必须未使用、未接入电路、原包装完好无标签及结构改动。退款将扣除商业发票总金额35% 库存整理费，用于行政处理、仓储检测、重新包装成本；往返运费、货运保险、各国海关税费全部由买方承担。
定制产品概不退换
按买方特殊技术要求定制产品（定制电压、外壳专属 LOGO、定制线束长度、修改通讯协议等）一经售出概不退换；仅到货即存在根本性功能缺陷的情况除外。
退款结算与税务合规
退货产品经我方验收合格后，退款将按原支付方式或电汇，15 个工作日内原路退回。依据 2026 年 4 月 1 日起生效的出口税务规定：退款金额按当前出厂净价核算，不含我方已申报及留存的出口退税部分。若退回货物未达到海关免税复进口的原状标准，由此产生的税差、罚款、行政费用均由买方承担。
LIMITATION OF LIABILITY AND INDEMNIFICATION
责任限制与赔偿约定
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW AND INTERNATIONAL COMMERCIAL CONVENTIONS, THE SELLER SHALL NOT BE LIABLE FOR ANY INDIRECT, SPECIAL, INCIDENTAL, PUNITIVE, OR CONSEQUENTIAL DAMAGES ARISING OUT OF THE INSTALLATION, USE, OR INABILITY TO USE THE PRODUCTS. THIS EXCLUSION OF LIABILITY EXPRESSLY ENCOMPASSES, BUT IS NOT LIMITED TO, LOSS OF ANTICIPATED PROFITS, REVENUE, OR BUSINESS OPPORTUNITIES; COSTS OF BUSINESS INTERRUPTION; LOSS OF DATA OR SYSTEM INTEGRITY; EXPENSES INCURRED FOR PROCURING SUBSTITUTE POWER FROM UTILITY GRIDS OR DIESEL GENERATORS; AND LABOR COSTS ASSOCIATED WITH THE REMOVAL AND REINSTALLATION OF THE PRODUCT. THE SELLER’S TOTAL AGGREGATE LIABILITY FOR ANY AND ALL CLAIMS, WHETHER BASED ON CONTRACT, TORT, STRICT LIABILITY, OR OTHERWISE, RELATED TO A SPECIFIC DEFECTIVE UNIT SHALL UNDER NO CIRCUMSTANCES EXCEED THE ACTUAL PURCHASE PRICE PAID BY THE BUYER FOR SAID UNIT. THIS LIMITATION SERVES AS AN ESSENTIAL BASIS OF THE BARGAIN BETWEEN THE PARTIES.
在适用法律及国际商业惯例允许的最大范围内，我方不承担因产品安装、使用、无法使用产生的任何间接、特殊、附带、惩罚性及衍生损失。免责范围包括但不限于：预期利润损失、营收及商机损失、停工成本、数据及系统完整性损失、外购市电 / 柴油发电替代用电成本、产品拆装人工费用等。针对单一故障产品，我方全部累计赔偿责任不超过买方实际支付的该产品采购金额，为双方交易基础约定。
GOVERNING LAW AND DISPUTE RESOLUTION MECHANISM
This Policy, and any non-contractual obligations arising out of or in connection with it, shall be governed by and construed in accordance with the substantive laws of China, without regard to its conflict of law principles. Any dispute, controversy, or claim arising out of or relating to this Policy that cannot be resolved through amicable negotiation within thirty (30) days shall be submitted to the exclusive jurisdiction of the competent courts located in Huzhou City. The parties hereby waive any objection to such venue and agree that service of process in any such action or proceeding shall be effective if notice is given in accordance with the communication protocols defined in the primary Sales Contract.
For immediate assistance regarding warranty claims, RMA requests, or technical inquiries, please direct your correspondence to our dedicated International Support Division at zyx@havendeer.com, ensuring that your Order ID, Serial Numbers, and a detailed technical description of the issue are included in the subject line to expedite processing.
本政策及由此产生的非合同义务，受中国实体法律管辖，不适用冲突法原则。双方因本政策产生争议，友好协商30 天内无法解决的，提交湖州有管辖权法院专属管辖。双方放弃管辖异议，按主销售合同通讯方式送达法律文书均视为有效。
如需申请质保售后、RMA 退货、技术咨询，请联系国际售后专属邮箱：zyx@havendeer.com；邮件标题请注明订单号、设备序列号及故障详细描述，以便快速处理。