BigBattery 12kW 10.2kWh ETHOS Energy Storage System (ESS)

In the unlikely event you are having an issue with one of our batteries, we have developed a
straightforward Warranty & Return Policy servicing all customers in the USA:

• Real (10) Year Warranty

  All our batteries come with a 10-Year Full Repair/Replacement Warranty. If our batteries malfunction
  due to component or manufacturing error, the product will be repaired or replaced free of charge.

• Full Lifetime Tech Support & Customer Service

  All batteries include a Free Lifetime Technical Support & Troubleshooting Service. If you have any
  questions or need any help, simply call us at +1 (818) 280-3091 from 9am – 5pm, Monday – Friday, or
  send us an email anytime at Support@BigBattery.com.

• Free Repair & Replacement

  All batteries are built to last a minimum of 10 years. We stand by the quality of our batteries. If any parts within our battery fail due to defects or manufacturing error within the next 10 years, we will fix or replace your battery free of charge. In addition, for the first year of the warranty we will even cover all shipping costs from/to your purchase address within the continental US.

• Highest Quality Guarantee

  BigBattery utilizes Tier 1 cells to provide the highest quality lithium battery packs in the USA. Depending on the model, use case and environment, your battery is designed to last between 3,500 – 8,000 cycles when used as intended within our published battery specifications.

• Covered Products

  This Warranty covers all battery packs from the “Date Of Purchase” from BigBattery for 10 years and
  all accessories included for 30 Days.

• Automated Warranty Registration

  No warranty registration is needed. Warranties are automatically recorded via an internal customer
  database via serial number and QR code.

• Product Manuals & Specification Sheets

  BigBattery provides a proprietary QR code on every battery. Scan this QR code with any phone to view
  the Product Manual and Product Spec Sheet for your specific battery model. Providing these documents
  to you in a digital format helps to protect our environment and provides you the most updated information
  on your product in real time.

• Domestic Warranty Claim Support

  To start a warranty claim, please email us directly at Support@BigBattery.com to create a ticket. Include a written description of the problem and pictures if possible. Upon receipt, our Tech Support team will reach out to you within 24 – 48 hours to troubleshoot. If the battery has been purchased within a year if the issue being reported to BigBattery, you will be sent a Return Shipping Label at no cost. After the first year, you will have the option to pay for the shipping, or arrange your own shipping back to BigBattery. If the label is provided by BigBattery, please include a copy of this label in the return box or pallet when our 3rd party logistics provider arrives to pickup your return. All returns will be inspected prior to repair, replacement, or reimbursement, depending on the circumstances of return and availability of similar items. For detailed instructions, please review our Warranty Repair/Replacement Services section below.

• Returning Accessories

  This Warranty includes a 30-Day replacement for all accessories (Anderson connectors, wiring, chargers, etc.)
  included with your battery. If product is not defective or damaged upon return, refunds will be offered based on
  the purchase price of the unit minus a 20% restocking fee.

• Change Your Mind

  That’s OK! All our batteries come with a 30-Day money back guarantee. Returns will be subject to a 20% restocking
  fee. Call or email customer service for a free shipping return label.

• Non-Transferable

  Our Warranty applies to the original owner. If you wish to transfer your Warranty to another party, you can do so
  within 30 days of your purchase by sending a Warranty Transfer Request to Support@BigBattery.com.

• Return Hazmat Fee

  Due to the shipping regulations of lithium batteries, please note that some battery returns may require special
  documentation and packaging, and these instances could encounter extra fees if a customer is attempting to
  return a battery not covered by our Repair and Replacement Policy.

• Battery Abuse Disclaimer

  This warranty does not cover damages resulting from misuse, abuse, accidents, alterations, or improper charging/
  installation of our product. Please scan the QR code on your battery and read the Manual prior to installation and
  charging. DIY modifications or damage due to gross negligence or abuse will void your Warranty.

• Fraud Protection

  Repair, replacement, and refunds for your purchase will only be possible after your returned battery
  has been received and fully inspected at our facility.

• Limitation of Damages

  In no event shall BigBattery, Inc. be liable for consequential damages due to breach of this Warranty.

• Customer Satisfaction

  If buyers are not satisfied for any reason after speaking with Level 3 Tech Support and/or our Customer Service team,
  all original buyers may escalate dispute resolutions to our CTO for review. We aim to put our customers first, resolve
  any issues, and ensure that all customers are happy with their purchase from BigBattery.

Rev. March 2023