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WARRANTY TERMS & SERVICES
Service terms & conditions
Anygap service commitment
Response time commitment
Freight cost
Other important notice
Service terms & conditions
- Product coverage: Anygap all-in-one solar energy storage systems, PV panels，home / commercial and utility inverters, energy storage batteries, battery modules, portable energy storage, monitoring equipment, monitoring software, etc.
- Country and Region coverage: All country and regions, including China Hong Kong special administration region, Macao special administration region, Taiwan, excluding mainland China ONLY.
- Warranty claim: In general, serial number (S/N must provide in order to claim warranty. The warranty period is 5 years from the date of installation, and no more than 5 and half years from the date of delivery from Anygap factory.
- Purchasing invoice: Please store the original purchasing invoice or receipt carefully. Customers need to present it for warranty claim if required.
- Warranty commitment validity: Strictly according to the formal sales contract signed with Anygap. If there is no sales contract signed, then this Anygap Products Service Commitment – 2014 shall be in use.
- Mandatory text statement from Australian Consumer Law: “Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.”
Anygap service commitment
The service hotline is +86 , offering general inquiry, technical support, etc.
- Service email address: info@anygap-renewable.com. Customers can contact Anygap service representative directly as well.
- Warranty period and service mode: We offer different service solutions for different product, see details on below table.
| Category | Description / rating | Warranty period | Service Mode | Remark |
| Solar inverter | ≤20KW | 5 years | Customer replace, faulty units return to Anygap | Anygap arrange replacement |
| ≥100KW | 5years | Onsite service | ||
| Inverter Accessories | Bracket, AC waterproof connector, AC connector cover, RS485 connector, cooling fan. | 2 years | Customer replace the accessories | |
| Anti reverse current equipment | PRP Box | 2 years | Customer replace, faulty units return to Anygap | Anygap arrange replacement |
| Monitoring device | ShineVision&RF Module / Shine Wi-Fi Module | 1 year | Remote technical support service | Anygap arrange replacement |
| ShinePano / Shine Webbox | 1 year | |||
| Monitoring system | ShineServer / ShineNet / Shine Station | 2 years | Remote service | Only provide service for system purchased |
Note: If warranty period was specified on sales order, then warranty period would obey to sales order.
Installation and commissioning：Anygap don’t offer installation service, don’t offer onsite debugging service for monitoring device. Anygap can offer onsite commission service for big scale plant (inverter capacity＞500kw).
Response time commitment
Remote technical support service
- Offer 365*7*24h remote technical support service.
- Response in half an hour once received telephone inquiry from customer.
- Response in 1 hour once received inquiry via email from customer.
Field service response
- If there is field service obligation in contract, Anygap will respond according to the contract.
Spare parts supplement scheme
In accord with the sales record, Anygap ensured a safe quantity of spare parts in each spare parts center. This helped us building a fast response of replacement requirement.
- With a safety level spare parts supplement, generally Anygap can dispatch service replacement out in 2 working days.
- Once the agreed warranty period (5 years standard factory warranty, or extension warranty) expired, Anygap can still offer spare parts to customer, with a price not exceed the previous order price on the contract. Customers are eligible to order any product spare part from Anygap. We would offer spare part in a reasonable price to ensure a stable performance of Anygap products.
- If Anygap is going to cease production of a product, or accessory, Anygap would inform the direct purchaser formally with at least 6 months leading time.
Freight cost
- Anygap takes on the freight cost for products under warranty. Customers take on the custom clearance costs incurred.
- Customer take on the freight cost and other sort of related cost for warranty expired or voided products.
Other important notice
Customers can contact Anygap via phone, fax, and email. Customers need to provide the following information for warranty claims:
- Product Model, Serial Number.
- System configuration details (Panels per string, number of strings, parallel or in series scheme, grid category, grid voltage rating, grid frequency rating).
- Fault description (Error message or error code on LCD display. Pictures, or other fault information)
Note: Anygap reverse the right to reject the warranty claims without the necessary information. In this case, it’s the customer to responsible for the loss or any other consequence.
Free warranty service is provided for products with a valid warranty. It’s excluded from warranty are damages due to:
- Breaking the product seal / opening the casing without permission from Anygap.
- Transport damage.
- Incorrect installation or commissioning; For example, incorrect DC or AC pole wiring/connection, loose DC or AC pole wiring / connection, which lead to the damage of inverter.
- Failure to observe the user manual, the installation guide, and the maintenance regulations.
- Unauthorized Modifications, changes, or attempted repairs.
- Incorrect use or inappropriate operation.
- Insufficient ventilation of the device.
- Failure to observe the applicable safety regulations.
- Forcemajeure (e.g., lightning, overvoltage, storm, fire).
For warranty invalid products, Anygap would charge for service fees for the service, example, spare parts cost, labor cost for products. Or according to maintenance contract, if there is maintenance contract signed.
The above terms & conditions(together with the warranty card in product packing, and the affixed warranty documents) had described all responsibilities for products Anygap sold, it removes the other apparent & hint guarantee. Without formal document confirmation, Anygap would not responsible for any responsibilities beyond of this warranty term. When product is in use under warranty, Anygap’s responsibility is limited to service replace and service repair according to the warranty terms & conditions, no further assurance, obligation, or responsibility. If specified by law, Anygap would perform in accord with the law.
OEM products are not applicable with this warranty terms & conditions. Warranty for OEM product should comply with the contract.
Please note Anygap reserve the ultimate explanation right on this service commitment. Appendix.
- Sample of Warranty claim form
If you need more support for post-sales service, please contact info@anygap-renewable.com for the complete warranty claim form.
Note: Signature or Seal stamp required. Please print it, sign or stamp and then email to Anygap. Anygap shall have no obligation for unqualified application such as incorrect information or missing necessary information.