LEGAL & SERVICE INFORMATION
Warranty & RMA Policy
This page explains the standard support path for Safecloud battery products. The warranty schedule in the accepted quotation, specification or contract controls if it differs from this summary.
Last updated: August 20, 2026
1. Warranty period
The current catalog lists a 3-year warranty for specified 12.8V and 25.6V lead-acid replacement battery lines, and a 5-year warranty for specified home energy-storage and high-voltage battery lines. Other products, configurations or projects may have different periods stated in the accepted order documents. The period normally begins on the delivery or other date stated in those documents.
2. Covered conditions
The limited warranty covers verified defects in materials or workmanship under the approved specification, manual, operating limits and intended use. A claim must relate to the supplied model and serial or batch record.
3. Exclusions
Coverage does not apply to misuse, abuse, accident, impact, water or contamination beyond rating, unauthorized opening or repair, incorrect wiring, reverse polarity, unapproved series/parallel connection, incompatible charger or inverter settings, operation outside temperature/current/voltage limits, storage neglect, normal capacity fade, cosmetic wear, transport damage after risk transfer, or force-majeure events.
4. Start a claim
Email the seller shown on the order and include: order or invoice reference; model; serial number; installation date; system diagram; charger/inverter model and settings; operating history; BMS or inverter logs; photos/video; voltage readings; fault description; and confirmation that the battery is in a safe condition.
5. Remote diagnosis
Safecloud may request safe diagnostic steps, additional measurements, logs or a video call. Do not open the enclosure, bypass the BMS or ship a damaged lithium battery unless written instructions expressly authorize the action.
6. RMA authorization
A return requires a written Return Merchandise Authorization (RMA), approved destination, packing method and dangerous-goods shipping instructions. Unauthorized returns may be refused because lithium batteries require regulated handling.
7. Remedy
After verification, Safecloud may repair, replace with an equivalent product or part, provide a credit or refund, or agree another remedy allowed by the order terms and applicable law. Replacement products may be new or functionally equivalent and do not restart the original warranty unless stated in writing.
8. Shipping and labor
Responsibility for diagnosis, removal, installation, return freight, duties and related labor follows the accepted warranty and order terms. Pre-approval is required before incurring costs that you expect Safecloud to reimburse.
9. Safety
Stop using a battery that is swollen, leaking, unusually hot, smoking, physically damaged or showing a serious protection alarm. Isolate it from combustible materials where safe, follow local emergency guidance and contact qualified personnel. Do not ship it through ordinary parcel channels.
Contact
Questions about this page may be sent to info@safecloudpower.com or by post to Shenzhen Safecloud Energy Inc., Building 17, Zhongpengcheng Industrial Park, Matian Street, Guangming District, Shenzhen, China.