3. After Sales Service Details

3.1 After sales applicability
This after-sales service regulation (hereinafter referred to as "the regulation") applies to the household energy storage and portable energy storage products and accessories purchased by you from EAST Energy Storage Technology (Guangdong) Co., Ltd. or the official website. For purchases made through authorized distributors of EAST, please contact them directly. However, if you send an after-sales service request to EAST and EAST agrees to accept your request, then these rules apply to you.
3.1.1Guarantee of EAST Home Energy Storage&Portable Energy Storage Products
EAST guarantees that the products and accessories listed in the table below, under normal use, will be used in accordance with the product manual, technical specifications, and other published product guidelines and materials of EAST during the warranty period, without material and process defects. During the warranty period, you will be able to receive after-sales service for EAST products under this policy. This policy applies to the following EAST brand products and accessories that you purchase through official channels.

XT series

P6 series

SP series

PC series(Battery Pack)

XT1500

P6A

SP60

PC5000

XT2400

P6B

SP120

 

E2400A

P6C

SP210

 

Introduction:Other home energy storage products published on the official website of East Energy Storage Technology (Guangdong) Co., Ltd. also enjoy the relevant rights and interests of this regulation.
3.1.2 Warranty period
The warranty period for EAST brand products and accessories is shown in the table below, calculated from the date of product delivery. If you cannot provide a valid proof of delivery/delivery, the warranty period starts from the date of purchase. If you are unable to provide a valid proof of purchase, the warranty period starts from the expiration date of ninety (90) days from the production date indicated on the product serial number.


Product Model

XT1500

XT2400

P6A

P6B

SP60

SP120

SP210

PC series

Warranty

24 Months

24 Months

60 Months

60 Months

60 Months

60Months

60Months

60Months

Introduction:Products or components that have been replaced or repaired by EAST products will continue to enjoy after-sales service under this policy for the remaining warranty period or for ninety (90) days from the date of replacement or repair, whichever is longer. This limited warranty policy only applies to EAST products purchased through legitimate channels
3.1.3 Proof-of-Purchase
When you apply for after-sales service from EAST, based on your purchasing channel, you need to provide the following corresponding purchase proof documents:
(a) Purchase directly on the official website or channel of EAST: You need to provide a purchase invoice or receipt, order confirmation email, and logistics information that clearly displays product description, price, sales channel, sales date, and delivery time;
(b) Purchases made through authorized distributors of EAST: You need to provide a valid purchase invoice or receipt, logistics evidence, or order number confirmed by EAST customer service team.
3.1.4 How to obtain after-sales service
If the product cannot be used normally during the warranty period, you can contact our customer support team through the official website or branch of EAST to obtain after-sales service. You need to provide valid proof of purchase, proof of warranty status, product serial number, proof of malfunction photos or videos, and other information required by our customer support team to provide after-sales service.
In this policy, after-sales service includes return and exchange services, warranty repair services, and paid repair services outside of warranty.
When after-sales service involves replacing products or components, the pre replacement products or components (i.e. original products or accessories) will become the property of EAST, while the replaced products or components will become your property.
EAST guarantees that the replacement products or components it provides will be in good working condition and functionally equivalent to the warranty of the original products or components.
3.1.5 Instructions before obtaining after-sales service
Before obtaining after-sales service, the following requirements must be met:
(a) Comply with the service procedures and requirements specified in local policies and other relevant policies, such as return and refund policies, replacement policies, repair policies, etc.
(b) Provide product fault description and recipient information as instructed by the EAST customer service team of East for return purposes.
(c) If you are not the owner of the product or component, please obtain authorization from the owner of the product or component.
3.1.6 Cross regional after-sales service
You can seek warranty service in countries or regions outside Chinese Mainland. In this case, you should contact the customer support team you contacted when purchasing the product as soon as possible to confirm whether cross regional warranty services can be provided. If available, you can receive EAST cross regional warranty service, with free repairs during the warranty period. However, you will need to pay additional fees, including but not limited to shipping. You are required to comply with all applicable import and export laws and regulations, and bear all customs duties, value-added tax, and other related taxes.
3.2 Return or Refund Service
3.2.1 You can request a return or refund service
You purchase directly from the official store of EAST, and within seven (7) days after receiving the product, you need to ensure that the appearance of the product is scratch free, the function is intact, the packaging is undamaged, the instructions and accessories are complete, and it does not affect secondary sales. You can apply for a return or refund fromEAST. If you purchase from an authorized distributor of EAST and within seven (7) days after receiving the product, you need to ensure that the appearance of the product is free from scratches, functionality is intact, packaging is undamaged, instructions and accessories are complete, and secondary sales are not affected. You can apply for a return or refund from the corresponding distributor. After the official review of EAST, it is determined that the returned product will be returned by the purchaser according to the requirements of EAST, The cost of returning the goods (including but not limited to shipping) shall be borne by the purchaser.
3.2.2 Returns or refunds are not provided under the following circumstances:
(a) Purchase at EAST's official store and apply seven (7) days after receiving the product. Purchase from EAST authorized distributors and apply seven (7) days after receiving the product。
(b) The return request was not confirmed by the EAST customer service team of East, and the product was returned.
(c) Within fifteen (15) days after the return request was confirmed by the customer service team of EAST, the product was not delivered to the designated location of EAST. (d) Failure to provide valid proof of purchase and warranty, or reason to believe that it was forged or tampered with by EAST.
(e) The products sent to EAST for return and refund services do not include all original accessories, accessories, or packaging items, or the products are not new or in a similar new state.
(f) Any malfunction or damage to the product is caused by collision, external burning, or unauthorized use or modification of the product, including contact with moisture, foreign objects (water, oil, sand, etc.) entering or improper installation or operation.
(g) There are signs of tampering or alteration in product labels, serial numbers, water damage markings, etc.
(h) The product is damaged due to uncontrollable external factors such as fire, floods, strong winds, lightning strikes, and traffic accidents.
(i) The product is damaged due to reliability and compatibility issues when used together with third-party components not specified by EAST, or as input or load.
(j) Other situations that are not listed in this policy but have reasonable reasons to refuse the request by EAST.
3.3Replacement service
3.3.1 You can apply for a replacement service
(a) If the product suffers significant damage during transportation (not caused by the customer), within thirty (30) days from the date of receipt of the product or accessory for the home energy storage product and PACK battery pack, or within fifteen (15) days from the date of receipt of the product or accessory for the portable energy storage product and other accessories, you may apply for a replacement service, but the carrier must provide proof of damage to EAST.
(b) If the product or accessory does not meet the original description of the product or accessory in one or more important aspects within thirty (30) days from the date of receipt of the product or accessory for home energy storage products and PACK battery packs, and fifteen (15) days from the date of receipt of the product or accessory for portable energy storage products and other accessories.
(c) If the product has manufacturing defects or performance malfunctions within thirty (30) days from the date of receipt.
(d) The products that need to be replaced after being officially reviewed and approved by  EAST shall be returned by the purchaser according to EAST's requirements. The declaration of overseas (non Chinese Mainland) goods return and re shipment shall be handled by local dealers, distributors, installers or officially authorized outlets. EastEnergy Storage Technology Co., Ltd. provides free diagnosis and product replacement services, However, the expenses incurred for the final return and re shipment of the goods (including but not limited to shipping costs) shall be borne by the purchaser; After being diagnosed and reviewed by EAST Energy Storage Technology Co., Ltd., it is determined that products that do not need to be returned can be directly replaced. The products that originally need to be replaced will be localized by distributors, channel providers, installers, or official authorized outlets according to EAST Energy Storage Technology Co., Ltd.'s requirements. The costs (including but not limited to shipping costs) incurred for the replacement and re shipment of the goods will be borne by the purchaser; The expenses (including but not limited to freight) arising from the return and re shipment of goods in Chinese Mainland shall be borne by EAST Energy Storage Technology Co., Ltd.
3.3.2 Replacement services are not provided in the following situations
(a) Purchase at the official store of EAST and apply thirty (30) days after receiving the product. Purchase from an authorized distributor of EAST and apply thirty (30) days after receiving the product.
(b) The replacement request was not confirmed by the EAST customer service team of EAST, and the product was returned.
(c) Within fifteen (15) days after the replacement request was confirmed by the customer service team of EAST, the product was not delivered to the designated location of EAST.
(d) No valid proof of purchase has been provided, or EAST has reason to believe it is forged or tampered with.
(e) The products sent to EAST for replacement do not include all original accessories, accessories, and packaging, or items that contain human damage.
(f) After conducting all appropriate tests at EAST or a repair service center authorized by EAST, it was found that the product is free from defects or inconsistencies.
(g) Any malfunction or damage to the product is caused by collision, burning, or unauthorized use or modification of the product, including contact with moisture, foreign objects (water, oil, sand, etc.) entering or improper installation or operation.
(h) There are signs of tampering or alteration in product labels, serial numbers, water damage markings, etc.
(i) Damage is caused by uncontrollable external factors, including fires, floods, strong winds, lightning strikes, or traffic accidents.
(j) The certificate of damage during transportation issued by the carrier cannot be provided.
(k) When used with third-party components that have not been approved by or certified by EAST product parameters, as inputs or loads, reliability and compatibility issues can cause damage.
(l) Other situations that are not listed in this policy but have reasonable reasons to refuse the request by EAST.

3.4 warranty service
3.4.1 You can request warranty service and repair service
(a) If the product has manufacturing defects or performance faults and is within the warranty period, you can request warranty services in accordance with this policy.
(b) The declaration of overseas (non Chinese Mainland) goods return for repair and re-shipment shall be handled by the local dealers, distributors, installers or officially authorized outlets. East Energy Storage Technology Co., Ltd. shall provide free diagnosis and product repair services, but the costs (including but not limited to freight) arising from the final goods return and re-shipment shall be borne by the purchaser; After being diagnosed and reviewed by East Energy Storage Technology Co., Ltd., it is determined that product parts or components that do not need to be returned can be directly replaced for repair. Distributors, distributors, installers, or official authorized outlets shall localize the repair process according to East Energy Storage Technology Co., Ltd.'s requirements. The cost of replacing product parts or components for re shipment (including but not limited to freight) shall be borne by the purchaser; The expenses (including but not limited to freight) incurred by the repair and re delivery of goods in Chinese Mainland shall be borne by East Energy Storage Technology Co., Ltd.
3.4.2 Warranty services are not provided in the following situations
(a) Submit a repair request after the warranty period expires.
(b) Any non EAST branded product or any accessory.
(c) Damage caused by accidents, abuse, misuse, or other external reasons.
(d) Damage caused by improper installation, use, maintenance, or storage, such as the use of third-party components or products that do not meet product specifications, incorrect testing, or connection to devices that are not authorized by EAST or are incompatible with the product.
(e) Damage caused by services provided by non EAST representatives or authorized service providers of EAST.
(f) Damage caused by normal wear and tear or other reasons of  EAST products.
(g) Damage caused by the infiltration of foreign substances such as liquids, corrosion, oxidation, and insects.
(h) It was found that the damage was caused by non manufacturing factors, including but not limited to human damage.
(i) Failure to provide valid proof of purchase and warranty, or reasonable belief that it is forged or tampered with.
(j) Failure to provide necessary information, including pictures or videos of model, serial number, and product failure serial number.
(k) Within fifteen (15) days after the warranty service confirmation was sent by EAST, the product was not delivered to the designated location by EAST.
(l) Any malfunction or damage to the product is caused by collision, burning, or unauthorized use or modification of the product, including contact with moisture, foreign objects (water, oil, sand, etc.) entering or improper installation or operation.
(m) After conducting all appropriate tests at EAST or a repair service center authorized by EAST, it was found that the product is free from defects.

(n) Damage caused by unauthorized modification, disassembly, or opening of the casing without following official instructions or manuals.
(o) Damage caused by customers assembling accessories without following official instructions or manuals.
(p) Damage caused by unauthorized modification of circuits, mismatches, or misuse of products.
(q) There are signs of tampering or alteration in product labels, serial numbers, water damage markings, etc.
(r) Damage is caused by uncontrollable external factors, including fires, floods, strong winds, lightning strikes, or traffic accidents.
(s) Other situations that are not listed in this policy but have reasonable reasons to refuse the request by EaseTech EAST.
3.5 Out of warranty paid repair services
3.5.1 Scope of paid repairs outside the warranty period
If the product or accessory you purchased meets any of the following conditions, you can apply for this service:
(a) The warranty period has expired.
(b) There are any situations where the product or accessory does not enjoy warranty services, such as damage due to accidents, abuse, misuse, or unauthorized disassembly or repair.
3.5.2Fees
When you apply for out of warranty paid repair services, EAST will charge reasonable fees according to the following categories:
(a) Spare parts cost: The same component replaced in different maintenance situations may have different quotations due to different stages or production costs. The maintenance center only provides module level maintenance and does not provide electronic component level maintenance, so the quotation is based on module level.
(b) Labor costs: The necessary direct and indirect labor costs may vary depending on the labor market.
(c) Logistics cost: Logistics cost is based on the weight, volume, and location of the product.
(d) Other expenses (if any).
If you do not agree with the quotation provided by EAST, you may choose not to use the out of warranty paid repair service provided by EAST. EAST will return your product to you, and in this case, you may need to bear the shipping cost of the product return.
3.6 Use of personal contact information
In order to obtain after-sales service under this policy, you authorize EAST to collect, process, store, and transfer your contact information, including name, phone number, shipping address, and email address. We will protect your information security in accordance with applicable laws and regulations.

Please refer to the privacy policy published on the official channel or website of EAST regarding the personal information protection policy of EAST.
3.7 limitation of liability
When accepting services under this policy, EAST is only responsible for the loss or damage of your products at EAST or during transportation (only if EAST is responsible for transportation).
In any case, despite the failure to achieve the basic purpose of any remedial measures stipulated in this policy, EAST and its affiliated companies, suppliers, distributors, or service providers shall not be responsible for any of the following situations, even if they have been informed of their possibility, whether the claim is based on contract, warranty, negligence, strict liability, or other liability theories:
(a) A third party has filed a loss claim against you.
(b) Special, incidental, punitive, indirect, or consequential losses, including but not limited to lost profits, operating income, goodwill, or expected savings. In any case, the total liability of EAST, its affiliates, suppliers, distributors, or service providers for any losses caused by any reason shall not exceed the actual direct loss amount, and shall not exceed the amount you paid for the purchase of the product (unless otherwise specified by law).
The above restrictions do not apply to physical injuries for which EAST is legally responsible.
3.8 Your Other Rights

This regulation is not intended to replace existing laws related to the sale of consumer goods, consumer rights protection, etc., nor does it replace your rights under the law, including consumers' rights that cannot be waived or restricted through agreement under laws or regulations related to product sales.
3.9 Changes to these Rules
No authorized distributor, channel provider, agent or employee of EAST has the right to make any modifications, extensions or supplements to this policy.
EAST reserves the right to change this policy at any time. When there are significant changes to this policy, we will issue a notice on the website at least one week in advance, and the changes will not affect the services that have already started.