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Service Policy

  • Warranty Period

    BLUETTI warrants that the product will be free from defect in workmanship and material to the original distributor purchaser.
    The warranty period starts on the date of purchase by the end-user from distributor.
    -For the product of portable power station, the warranty period varies from 24 months to 72 months.
    -For the product of home backup system, the warranty period varies from 48 months to 60 months.
    -For the product of solar panel and accessories as cable, charger, 12 months is provided for the warranty service.
    -The warranty period starts from the date when the product sells or the product delivery date plus 60days as the starting date of the warranty period, whichever comes first as the warranty starting date.
    No warranty for gifts product. Warranty period may vary by country subject to local laws and regulations.
    Please refer to the Attachment 1< Product Warranty Timeline> for more details.

  • Warranty Statement

    Any defects in material, workmanship of the product will be covered after customers provide any valid proof of purchase and information including but not limited to:
    - A purchased order number made through distributor official stores.
    - Sales invoice or order confirmation email that clearly shows the description of the product, its price, and sales channel.
    - Serial numbers.

  • Cross-Regional Warranty Exclusion

    This warranty policy applies only to the country or region of the original purchase. The global warranty service is not available.
    Please note that if you use the product in a country or region other than the original purchase location, warranty service will be invalid.
    The end users or distributors should bear the shipping and handling charges (customs duties, taxes,customs clearance, etc.) for a cross-regional repair, regardless of whether it pertains to the warranty or a paid repair service.
    For more details, please contact BLUETTI customer support and we will serve you wholeheartedly.
    Note: This clause does not apply to distributors with global business (e.g. If a U.S. distributor sells BLUETTI products to Europe, the European customers of the distributor can enjoy warranty service in Europe during the warranty period under the verification of proof of purchase.)
    Exceptional circumstances shall be subject to separate discussion.

  • Replacement

    Within 30 days from the date of purchase, end-users can apply to the sellers for the replacement when the product has performance failure including DOA (Dead-on Arrival) after the seller or BLUETTI Service confirms.
    Distributors are responsible for the replacement 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 replacement or other solutions from BLUETTI. Please refer to the Attachment 2 for details.

  • 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.

  • Training

    For first-time authorized distributors, BLUETTI will provide free technical training and maintenance guidelines by remote. If necessary, BLUETTI will provide face to face training.

  • 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.

  • Warranty Extension

    The warranty extension is now only applicable for the model of AC200MAX, AC200P or B230 with protection against damage without service fee.
    Distributors are required to submit the application for extended warranty by the link below: https://www.bluettipower.com/pages/warranty-extend

  • Others

    Please priorly contact BLUETTI via Email, from Monday to Sunday, for any assistance with the product. More in Attachment 3 .
    For more end-user warranty policy, please refer to BLUETTI Official Website or contact BLUETTI service for more details.

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