Effective Date: January 1, 2026
xygbattery.com (hereinafter referred to as “this Website”) is operated by Dongguan Junda New Energy Technology Co., Ltd. (hereinafter referred to as “we”). We have always adhered to the principle of “customer first, quality first”, and are committed to providing you with professional, efficient and intimate after-sales service, protecting your legitimate rights and interests, and improving your cooperation experience. This After-Sales Service Policy applies to all on-sale and customized battery products and charger products of this Website, as well as all B-end customers (including enterprises, distributors, individuals, etc., hereinafter referred to as “you”) who establish order cooperation with us, and all of you are foreign customers; the conclusion, performance and interpretation of this Policy shall be governed by the laws of Hong Kong, and shall also take into account the relevant consumer rights protection and after-sales service laws and regulations of the EU and the US.
I. Warranty Period and Scope
A. Warranty Period
We provide a 1-year warranty period for all battery products and chargers, which is calculated from the date you accept and confirm receipt of the products; the warranty period for customized battery products can be separately agreed in the order contract according to your needs, but it shall not be less than 6 months, fully protecting your legitimate rights and interests.
B. Warranty Scope
During the warranty period, if the product has the following quality problems caused by non-human damage, we will provide you with free maintenance and replacement services without you bearing any additional costs:
1. Excessive Battery Capacity Decay: During the warranty period, the actual capacity of the battery is lower than 80% of the nominal capacity (under normal use conditions);
2. BMS Failure: The Battery Management System (BMS) fails, leading to the battery being unable to charge, discharge and monitor normally;
3. Product Quality Problems: The battery case cracks (not caused by external extrusion or impact), the interface is loose, the internal circuit fails, etc.;
4. Charger Failure: The charger cannot output voltage and current normally, or has faults such as short circuit and overheating (non-human damage).
C. Situations Not Covered by the Warranty
The following situations leading to product damage and failure are not within the warranty scope. We can provide paid maintenance services or not provide maintenance services. Please understand:
1. Human Damage: Product damage such as battery short circuit, overcharge, over-discharge, case damage, interface damage, etc., caused by your failure to use, store and transport the product in accordance with the product use specifications;
2. Unauthorized Modification: Failure or damage caused by your unauthorized disassembly and modification of battery products and chargers;
3. Force Majeure: Product damage caused by force majeure factors such as earthquake, fire, flood, war, lightning strike, etc.;
4. Beyond the Warranty Period: The product has exceeded the warranty period agreed in this Policy;
5. Others: Product damage caused by your own reasons (such as using non-matching chargers, illegal operations, etc.).
6. Special Statement: If battery explosion or fire is caused by your own reasons (such as using non-matching chargers, illegal operations, unauthorized disassembly and modification of battery products, contact with water or fire, gravity extrusion, throwing battery products, use in high-temperature state, failure to operate in accordance with the formal safety operation of the user manual, and beyond the warranty period, etc.), resulting in personal injury and property loss, we shall not bear any joint and several liability.
II. After-Sales Process
If you encounter product quality problems or have other after-sales needs, you can apply for after-sales service in accordance with the following process. We will respond in a timely manner and handle it efficiently to fully solve your problems:
1. Feedback Problems: After finding product problems, you can feedback to us through the contact information (email, phone) provided in the “Contact Us” section at the bottom of this Website, clearly stating the order number, product name, product model, problem description and fault photos/videos and other relevant information, so as to facilitate us to quickly verify the situation.
2. Problem Verification: After receiving your feedback, we will respond within 24 hours and fully verify the problems you feedback; if necessary, we may ask you to provide supplementary information such as product samples and fault details to ensure the accuracy of the verification results.
3. Solution: We will provide you with a targeted solution according to the problem verification results:
（1）Minor Faults: We can assist you in solving the problems through remote guidance (such as phone call, video) without returning the products;
（2）Repairable Faults: Please return the faulty products to the address designated by us (which can accept foreign returns). After we receive the products, we will complete the maintenance within 3-7 working days; after the maintenance is completed, we will send the products back to you, and the logistics costs incurred during the warranty period shall be borne by us.
（3）Unrepairable Faults: If the product fault cannot be repaired or the maintenance cost is too high, we will replace it with a new product of the same model and parameters, or refund you the money corresponding to the product (determined according to the order agreement and the product use situation);
（4）Customized Product Faults: For customized battery products, we will give priority to providing you with maintenance or replacement services according to the customized parameters to ensure that the products meet your customized requirements.
4. Confirm Acceptance: After you receive the repaired product or new product, you shall complete the acceptance within 3 working days; if you do not put forward any objection, it shall be deemed that the after-sales problem has been properly solved; if you still have relevant problems, you can continue to feedback to us, and we will further handle it for you.
III. Maintenance Terms
1. Maintenance Cycle: During the warranty period, the maintenance cycle for conventional faults is 3-7 working days; the maintenance cycle for complex faults (such as BMS system failure, internal circuit overhaul) is 7-15 working days. We will timely synchronize the maintenance progress to you, allowing you to know the maintenance situation in real time.
2. Maintenance Cost: During the warranty period, for faults caused by non-human damage, the maintenance cost (including parts cost and labor cost) shall be borne by us, and the logistics cost shall also be borne by us; after the warranty period, or for faults caused by human damage, the maintenance cost (parts cost, labor cost, logistics cost) shall be borne by you. We will provide you with a detailed cost quotation before the maintenance, and start the maintenance work after your confirmation.
3. Warranty After Maintenance: The warranty period of the repaired product shall be calculated according to the remaining period of the original warranty period; the warranty period of the replaced new product shall be recalculated (enjoying a 1-year warranty from the date you accept and confirm it).
IV. Return and Exchange Terms
A. Return and Exchange of Customized Products
For customized battery products (customized according to your specific parameters), since the product parameters and specifications are customized exclusively for you, if there is no quality problem with the product, return and exchange are not supported; if the product has quality problems caused by non-human damage, we will provide you with maintenance and replacement services, and direct return and refund are not supported (except for special agreements). Please understand.
B. Return and Exchange of Non-Customized Products
For non-customized products (such as standard batteries and general chargers), if the product has quality problems caused by non-human damage, you can apply for return and exchange within 7 working days after acceptance. The specific process is as follows:
1. You submit a return and exchange application to us, stating the order number, product name, problem description, fault photos/videos and other information;
2. After we verify and agree to your return and exchange application, please return the product to the address designated by us (which can accept foreign returns). Please ensure that the product appearance is intact, no damage, no use traces, and the accessories are complete;
3. After we receive the returned product, we will complete the acceptance within 7 working days; after the acceptance is qualified, we will handle the exchange or refund procedures for you. Among them, the exchanged product will be sent out within 15 working days, and the refund will be returned to the account designated by you within 7-15 working days (supporting cross-border refund).
C. Situations Where Return and Exchange Are Not Allowed
1. Customized products without quality problems;
2. Non-customized products beyond the return and exchange period (7 working days after acceptance);
3. Products with human damage, unauthorized modification, appearance damage, missing accessories, etc.;
4. Product damage caused by your failure to use the product in accordance with the product use specifications.
V. After-Sales Contact Information and Response Time Limit
A. After-Sales Contact Information
After-sales Contact Person: Joy Jiang
Contact Email: xygbattery@gmail.com
Working Hours: Monday to Friday 9:00-18:00 (GMT+8)
B. Response Time Limit
1. Consultation Response: We will respond to your after-sales consultation and problem feedback within 24 hours;
2. Problem Verification: For general faults, we will complete the verification within 48 hours; for complex faults, we will complete the verification within 72 hours;
3. Maintenance/Exchange Time Limit: Implemented in accordance with the provisions of the “Maintenance Terms” and “Return and Exchange Terms” of this Policy to ensure efficient handling without delaying your normal use.
VI. Policy Update Instructions
This After-Sales Service Policy will be revised in a timely manner according to our business development, product upgrading, your needs and the update of relevant laws and regulations. The revised policy will be posted in a prominent position on this Website and will take effect after 7 working days of publicity. If you continue to cooperate with us, it means that you accept the revised After-Sales Service Policy.