To resolve your after-sales issue more quickly, please read our after-sales process carefully:

1. Information Required

Any defects in material, workmanship of your product will be covered after you provide any valid proof of purchase and information including but not limited to:

[1] The order number from your purchase on our website.
[2] A detailed description of the product after-sales issue.
[3] Photos and videos of the fault.

2. Diagnosis & Confirmation

Upon receiving your issue, we will forward it to our engineers for diagnosis and confirmation as soon as possible.

3. Responsibility Determination

[1] Quality Issues: Problems caused by defects in the product’s own design, materials, or craftsmanship within the warranty period.
[2] Logistics Damage: If severe exterior damage to the product is discovered upon receipt, please record the damage details on the delivery receipt on the spot and take photos for evidence in the courier’s presence. We will file a claim against the logistics provider based on the evidence you submit.

If the outer carton is intact, you are still required to unpack and inspect the goods within 24 hours of signing for delivery. Should internal damage be found, notify our sales staff within the same 24-hour window and supply supporting evidence for us to lodge a logistics claim. If the claim fails due to delayed reporting beyond the time limit, all resulting liabilities shall be borne by the buyer. 

[3]Human-Induced Damage: Damage clearly caused by improper operations such as impact, liquid immersion, or incorrect installation, which is usually not covered by the free warranty.

4. Provision of Solutions

Based on the assessment result, our customer service team will provide you with an official solution. Depending on the nature of the issue and the responsibility determination, one or more of the following solutions will be implemented:

• Product Replacement: Applicable for severe quality issues or incorrect shipment.

• Process: You return the original product → After-sales team receives and confirms it → We ship a new or qualified replacement product.

• Repair: Applicable for repairable faults.
• Compensation/Discount: Applicable for minor defects or issues that do not affect the main functions. We will negotiate with you to provide partial refund or a voucher as compensation.
• Technical Support and Guidance: For simple installation or setup issues, our technical team may guide you to resolve them independently via phone or remote assistance.

5. Clarification on Warranty Service

Each of our sales representatives may offer different warranty service solutions based on their respective management guidelines. If your sales representative provides you with a different warranty service, kindly adhere to the warranty terms provided by your designated sales representative.

6. Assembly Requirements

Before assembling your DIY battery pack, it is imperative to confirm that all cells matched and balanced well. Otherwise that refunds/replacements cannot be issued for incorrectly assembled battery cells or for any damage caused to cells or BMS during the assembly process. Please be sure to use the battery cells with a matching BMS and place the battery in a safe environment. We will not provide compensation for battery damage caused by overcharging or over-discharging due to the failure to use a BMS, nor for damage to the battery cells caused by exposure to adverse environments.

7. Warning Declaration for Battery Use

The buyer acknowledges the potential hazards associated with battery use and operation, including the risk of injury from chemicals, electric shocks, or electric arcs during operation. Customers are advised to adopt a cautious approach during operation to mitigate the risk of injury. Additionally there is a chemical risk posed by the battery’s electrolyte. By adhering to these terms, we aim to ensure a transparent and satisfactory experience for all our customers. Should you have any further inquiries or require clarification on any aspect of our warranty service, please do not hesitate to contact your Docan Energy sales rep.

8. Return Shipping Costs & Address 

We aim to offer services that will benefit all of our loyal customers. All of our other worldwide customers can return to our warehouse. Please always Contact Us prior to returning the items by submitting a ticket to obtain an R.M.A form (Return Merchandize Authorization) with the related address.

1. All shipping fees are at the customers expense. This includes shipping fees for a return or exchange. Shipping fees are non-refundable.

2. Please contact your local post office to confirm the actual return shipping fee. We recommend you use the cheapest method that is available.