Service Policy

Repair

End-users can apply to the sellers for products repair when the product has performance failure after the seller or BLUETTI Service confirm.
Distributor should cover the shipping fee for their end users when the products are in the warranty period.
For drop shipping, BLUETTI will cover the repair and shipping fee when the products are in the warranty period.
Repair time will be around 5-7 working days once service stations have received products depending on products quantity and materials availability.
Normally,returning products quantity is less than 15 pcs, repair time will be within 7 working days.
Returning products quantity is between 15 and 30 pcs, repair time will be around 10 working days.
If more than 30 pcs, the repair time needs to be separately advised.

Refund

30-day money-back guarantee is only applicable for drop shipping.

In Warranty

After 30 days from the date of purchase, end-user can apply to the seller for the maintenance service when the product has performance failure after the seller or BLUETTI Service confirm.
Distributors are responsible for the in-warranty service to their customers.
Distributors shall send the weekly claims email to BLUETTI Service including the model, serial number, purchase proof and other information for service parts or other support from BLUETTI. Please refer to the Attachment 2 for details.
BLUETTI shall provide free service parts and technical support to distributor during in warranty period.

Out of Warranty

End-users shall pay for the maintenance cost for the following conditions:
- Misused, abused, damaged by accident or damaged due to force majeure (e.g. lightning strikes, tornadoes, hurricanes, etc.);
- Unauthorized modification, repair, dis-assembly or operation not in accordance with the official instructions or manuals;
- Purchased from unauthorized resellers;
- Use for special application other than normal use;
- Lost, stolen or full refunded product;
- Any defect or damage caused by exposure to excessive heat, cold, liquids or other external causes;
- Invalid proof of purchase;
- Warranty period expired;
- The battery model on the warranty certificate does not match the actual item;
- Unauthorized alteration on the warranty certificate;
- Product wear and tear through the usage of time.

Technical Support

For each distributor, BLUETTI shall assign dedicated service agent and engineer for support by Email or Hotline or by IM tools and response time within 24 hours.

Spare Parts

For main regions, BLUETTI shall set up local service stocks with main spare parts in local country for local distributor service.

Support Statement

Repair spare parts will be provided to support distributors with repair capabilities in completing repairs.
Defective products should be returned to BLUETTI's local repair center for servicing if distributors are without repair capabilities.
In the absence of repair capabilities of distributors and the lack of a local service center for BLUETTI, spare parts and repair training will be provided for distributors to complete the repairs.
If products are sold to other countries and cannot be repaired when they are in the warranty period, distributors should be responsible for shipping the defective products back to BLUETTI’s nearest repair center for replacement.
Special cases need to be escalated to sales managers and BLUETTI customer service department for coordination and support.