ALENA WARRANTY POLICY AND SERVICE

A. WARRANTY POLICY

Alena Energy is committed to implementing a warranty or product exchange/return policy for customers in the following cases:

To have goods exchanged or returned, you do not need an invoice. ALENA ENERGY manages and tracks the warranty/service period and history of each product by the serial number (Series No.) of each product and the contract number. Therefore, please protect and do not scrape/erase/alter the product’s Series No. In addition, the exchanged or returned product must be intact and include all accompanying accessories.

I. GENERAL PROVISIONS

Products eligible for exchange/return are those that meet the conditions of ALENA ENERGY’s goods exchange/return policy as follows:

  • The product is still within the warranty period and meets the warranty conditions of GROWATT and ALENA ENERGY. The warranty period is 5 years from the installation date and no more than 63 months from the delivery date.
  • The fault lies with the product and has been confirmed by ALENA ENERGY’s technical staff, who have provided instructions for handling it either as a warranty repair or as an exchange for a new product.
  • The exchanged/returned product must be in its original box, foam, and plastic packaging, with the original stamp/label intact.
  • The exchanged/returned product must not be broken, scratched, or deformed.
  • The exchanged/returned product must include all accompanying accessories (if any).
  • The product must NOT be damaged due to human impact.
  • The product must NOT be excessively dirty due to dust, water, or other corrosive agents that have entered it.
  • The product is only warranted for the customer who installed it for the first time. If the product is removed from its original installation location, the product is no longer covered by the warranty.

The warranty applies to products that are still within the warranty period and satisfy all of the following conditions:

The warranty period is calculated from the time of delivery (as stated on the invoice/delivery note). In the event that a warranty case arises when the product’s remaining warranty period is < 1 month, ALENA ENERGY will warrant that product for a period of 2 months from the warranty delivery date.

Products not covered by the warranty:

Products whose origin cannot be identified within the ALENA ENERGY and GROWATT system in Vietnam. Devices whose serial numbers do not match the serial numbers in the original documentation system, such as delivery notes, warranty cards, or ALENA ENERGY’s stock-out data.

Please inspect the goods and sign to confirm their condition with the delivery staff as soon as you receive the goods. Upon detecting any of the above cases, you may discuss it directly with the delivery staff or call directly to the phone number: 0392647044 (Mr. Tình) and email: gin.bui@alena-energy.com

II. PROVISIONS ON CASES NOT COVERED BY THE WARRANTY
  • The product is dropped, or the customer’s transportation causes breakage or deformation of the casing and other parts of the product.
  • The customer opens or interferes with the internal hardware of the product on their own.
  • Faults arising from use that does not comply with the manufacturer’s specifications and regulations (installation with wrong voltage, wrong power rating, incorrect wiring, etc.). Products damaged due to user error rather than manufacturer defect.
  • Faults caused by connecting to and using auxiliary devices from manufacturers and suppliers of unknown origin and quality, which during use cause the inverter to burn out or be damaged.
  • Faults such as loose connector jacks, or loose connector jacks occurring during transportation.
  • Faults caused by natural disasters, faults due to improper preservation or storage, or due to insects entering the product, if any.
III. PROVISIONS ON CASES ELIGIBLE FOR 1-FOR-1 EXCHANGE WARRANTY
  • Faults that fall outside the provisions in Section 2.
  • Within the first month from the date of purchase, products with manufacturer defects will be exchanged 1-for-1 with a completely new product.
  • The serial number of the product and the serial numbers of all internal circuit boards are intact, not scraped/erased/altered.
  • Newly unboxed, unused products that are faulty, except for faults related to loose cables or loose screws.
IV. WARRANTY PERIOD

ALENA ENERGY commits to warranting GROWATT products with warranty periods by product group as follows:

PRODUCT GROUP WARRANTY PERIOD (YEARS)
BSP 5S/BSP 5X product line 2
Growatt product line 5
Lithium battery product line 5
Gel battery product line 2
Monitoring device (Wifi module) 1
Extended warranty package 5-10 years

For BSP products that are damaged and covered by the warranty conditions, the product will be exchanged for a new one under warranty (except for damaged fans and keypads, which will be replaced with new fans and keypads).

Products with a power rating ≥ 3 kW, if damaged (under warranty conditions), will have their components replaced with 100% brand-new genuine GROWATT parts.

V. WARRANTY PROCESS

Time to complete the warranty at ALENA ENERGY, calculated from receipt of the goods at Alena Energy’s warranty center:

  • 3 working days for common GROWATT products with a power rating of ≤ 100 kW. If the warranty takes more than 3 working days, ALENA ENERGY will provide an equivalent inverter to operate during the waiting period.
  • No more than 30 days for other special GROWATT products.

ALENA ENERGY resolves issues quickly with a warranty process summarized in 5 steps:

  1. Receive the product.
  2. Clean the product and inspect it to identify the fault.
  3. Replace with new components.
  4. Test operation according to GROWATT quality standards.
  5. Return the warranted product to the customer & provide remediation guidance within 30 days.
  6. All products will be warranted at the GROWATT warranty service center (headquartered at ALENA ENERGY) and at GROWATT warranty service center branches nationwide.

(*). Products requiring warranty service may be sent directly to the warranty service centers or sent to any distributor or agent of ALENA ENERGY.

(*): Addresses of the nationwide GROWATT warranty service center branches authorized by ALENA ENERGY.

B. WARRANTY SERVICE

You may choose on-site warranty service (free of materials); in this case, please pay the engineer fee, travel/transportation costs, and the meals/accommodation of the ALENA ENERGY engineer.

ALENA ENERGY applies a product loan policy (conditional) when customers urgently need a replacement to run during the product warranty repair waiting period.

In addition, ALENA ENERGY’s distribution system accepts contracts for periodic maintenance and servicing of GROWATT equipment products nationwide.

WARRANTY – REPAIR LOCATIONS

When you need warranty service, repairs, or other technical support services, please contact the GROWATT Service Center in Vietnam, Alena Energy Technology Company Limited, at the following address or phone number:

Or contact the warranty service center branches authorized by Alena Energy. Click here to view the list of agents.

Appendix
(1) Warranty Request Form

If you need further support for after-sales service, please contact
+84 (28) 39 26 26 83 sales@alena-energy.com for the complete warranty request form.

Note: A signature or company stamp is required. Please print, sign or stamp, and then email it to Alena.

ALENA WARRANTY POLICY AND SERVICE: Download the PDF file here.

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