TWS Technology Warranty

Warranty Coverage

The following warranty periods apply to TWS products purchased directly from TWS or through a designated TWS distributor:

Warranty Conditions

TWS provides warranty coverage for manufacturing defects when the product:

• Is within the applicable warranty period.
• Has been registered within 30 days of the delivery date.
• Is used, installed, and maintained in accordance with TWS specifications and the product manual.
• Has not been unauthorizedly disassembled, modified, or repaired.
• Has its original and readable serial number and product identification intact.
• Is purchased directly from TWS or through a designated TWS distributor.
• Where applicable, has been installed and commissioned by a licensed installer, with proof of correct commissioning (e.g., a certificate of compliance) available for any warranty claim.
• A commissioning report that has been signed by both the end user and the licensed installer has been retained and can be submitted if requested in connection with a warranty claim. Has maintained charging schedule requirements:
  • Fully charged within 3 months of the delivery / receipt date
  • Fully recharged at least once every 3 months thereafter

Maintenance Requirements

Required Charging Schedule

To maintain warranty coverage, batteries must adhere to the following charging schedule:

• Batteries must be fully charged within 3 months of the delivery/receipt date.
• Batteries must be fully recharged at least once every 3 months thereafter.

Failure to follow this required charging schedule may void the battery warranty. This requirement applies regardless of whether the battery is in active use or in storage.

General Maintenance

• The buyer is responsible for carrying out all required maintenance and inspections on time and at their own expense, in accordance with the applicable product manual.
• The warranty does not cover damage caused by continued use of a product that is known, or should have been known through regular servicing, to be defective.
• When not in use, batteries must be properly stored: disconnected from any items that may draw power, and kept away from extreme temperatures, high humidity, corrosives, and other harmful environments.

What Is Not Covered

The warranty does not cover damage or failure resulting from, including but not limited to:

• Physical damage or misuse — including impact, dropping, puncture, cover deformation, or over-tightening of terminals.
• Improper installation or wiring — including incorrect voltage, reverse polarity, under-sized cabling, or unauthorized disassembly, modification, or repair.
• Use of unqualified equipment — including chargers, controllers, or motors not compliant with the product manual or approved by TWS.
• Improper storage or maintenance — including failure to disconnect batteries from power-drawing loads, or storage in environments outside manufacturer-specified conditions.
• Failure to follow the required charging schedule (see Maintenance Requirements above).
• Environmental or external causes — including extreme temperatures, high humidity, corrosives, external short circuits, or force majeure events such as fire, flood, or earthquake.
• Shipping or transit damage (see Wrong Deliveries & Transit Damage below).
• Products without a readable TWS serial number, or products that have exceeded the warranty period.

For complete warranty exclusion terms, please refer to your TWS Standard Warranty Agreement.

How to Make a Warranty Claim

If you experience a suspected product failure during the warranty period:

1. Stop using the product and isolate it from any energy source if appropriate.
2. Contact your TWS distributor to verify the suspected issue. The original purchaser must initiate the claim through the selling distributor.
3. Provide the required information, such as the warranty card, purchase invoice, product model, serial number, and a description of the issue.
4. RMA Required: Obtain a Return Merchandise Authorization (RMA) number from your distributor before returning any product. Do not ship product back to TWS without an active RMA number.

Warranty Claim Information

When contacting TWS, please have the following information available:

• User name, address, and phone number
• Product model and serial number
• A detailed description of the observed issue
• Purchase and warranty documentation, where applicable