Mango Power Warranty Information

Overview

1.1 Purpose
This policy aims to improve your after-sales experience and standardize processes in order to provide high-quality and efficient services.

1.2 Applicable Customers
Applicable customers are those who have purchased NA/US Mango Power product(s) and request after-sales services directly from Mango Power in this region. If there are eCommerce platforms, sales channels or customers who have promised different after-sales policies with the following description, please contact your place of purchase to implement your warranty.

NA Region Scope: The Contiguous US

1.3 NA After-Sales Service Contact Information
NA customers can reach Mango Power through the following methods:
General Questions: +1(510)726-0166 Monday - Friday 9AM - 5PM (PT)
Technical Hotline: +1(510)405-4633 Monday - Friday 9AM - 5PM (PT)
E-mail: support@mangopower.com

1.4 Product Series

Mango Power E mPanel Pro Solar Panel 200W(18V)
E battery mSocket Solar Panel 200W(36V)
Mango Power Union mSocket Pro Solar Panel 200W(72V)
30A Fast Charging Cable Solar Parallel Connection Cable

*Table updated March 2023
This limited warranty policy only applies to Mango Power's products purchased in North America through official channels.
Warranty Period
2.1 Warranty Period of Products

Category Warranty
Mango Power E
   *Mango Power E CATL Battery Cell
   *Mango Power E BMS Circuit Board
   *Mango Power E LED Screen
60 months
     *120 months
   *60 months
   *60 months
E battery 60 months
Mango Power Union 36 months
mpanel Pro 12 months
mSocket 12 months
mSocket Pro 12 months
30A Fast Charging Cable 12 months
Solar Panel 200W (18V) 12 months
Solar Panel 200W (36V) 12 months
Solar Panel 200W (72V) 12 months
Solar Parallel Connection Cable 12 months


** Mango Power E CATL Battery Cell - Covered by a 10-year warranty. The battery cells are warranted for a period of 10-years, granted they are maintained and utilized under regular use and storage conditions. Should there be any failure in the Battery Cell within this 10-year period due to reasons not caused by personnel actions, Mango Power will provide a full repair service at no cost.
Important Note: The BMS (Battery Management System) circuit board and the LED light board integrated within the Battery Cell are exceptions to the 10-year warranty. These specific components adhere to the standard 5-year warranty period.
Other Electronic and Physical Components of Mango Power E
-These components are covered under a 5-year warranty. This ensures they are free from defects in materials and workmanship from the date of the original purchase.

*Table updated September 2023
**For the Mango Power Union series Indiegogo backers, Mango Power offers an exclusive warranty period based on campaign commitment.

2.2 Warranty Period Determination
a. Valid Proof of Purchase:
The following proof of purchase documents are required when customers claim warranty from Mango Power:
1) Orders placed on mangopower.com: Sales invoice, order confirmation email and logistics information that clearly show the description of the product, price, sales channel, sales date and delivery date;
2) Products purchased from other channels: Valid purchase invoice, logistics evidence, or order number(s) confirmed by Mango Power customer service team;
b. Warranty Start Date:
1) The warranty period begins the day your product is received at your delivery address.
2) Most Mango Power products have a warranty that exceeds 12 months. If you cannot locate shipping information to prove your warranty start date, we will default to a 30-day shipping time from your date of purchase, with the warranty starting 30 days after purchase.
c. Defect Reporting Date:
Whether or not your defect is covered under warranty depends on the date you report your defect. The defect reporting date can be from one of the following methods: Phone contact date, support email date or in-app report date, the earliest of which shall be considered your defect report date.
d. Unconditional Return Period:
You can return your product unconditionally within 30 calendar days of receiving your product provided it was ordered on mangopower.com in the contiguous US.
e. Warranty Repair Service Period:
According to the above-mentioned warranty table in section 2.1, products under warranty that do not meet the requirements of refund or replacement can request a warranty repair service. f. The replacement product or parts will either inherit the remaining warranty period of the original product, or be given at least 3 months warranty, the longer period shall prevail.
This limited warranty policy only applies to Mango Power's products purchased in North America through official channels.
Return. Refund & ReplacementServices
3.1 Unconditional Returns Policy
a. Unconditional returns policy only applies to orders placed on mangopower.com in the US region; customers can request a return within 30 days after receiving the product;
b. For products purchased from other channels, Mango Power does not accept unconditional returns. Please contact your purchase channel first;
c. For unconditional returns, customers can request a refund after confirmation with Mango Power customer service.

3.2 Requirements of Refunds & Replacements
a. For products and all accessories, no man-made damage is found;
b. All accessories and parts need to be sent back to Mango Power with the main product;
c. Parts and accessories should be securely packaged for return delivery in order to ensure good condition and to prevent damage during transportation.

3.3 Product Returns Process
a. Send an email request to support@mangopower.com with the product delivery information.
b. Our Service Team will determine whether your order is eligible. After confirming your order is eligible, they will give you a Return Material Authorization (RMA) number and provide you with a prepaid return shipping label (label to be determined by the support team). They will also provide instructions on how to properly package the product to return it safely. Do not ship the product until you have received the proper safety directions on how to ship the product. You must clearly mark the RMA number on the package and include your proof of purchase date with the product;
c. Mango Power will process your return request according to the return policy.
d. Please do not return the items without the RMA confirmation from the Mango Power Service Team. For returns without confirmation, the refund or replacement may not be processed;

3.4 Policy of Refunds & Replacements
a. For returns of US orders and if the product is in good condition, we'll charge a transaction fee + shipping cost. If there are quality issues with your product, we will give you a full refund or a one-time free replacement;
b. After Mango Power receives your refund request, we'll issue the refund within 14 business days after we receive your product. We will then notify you by email once your refund has been processed. If you don't receive the refund after 14 business days, please contact support@mangopower.com;
c. After Mango Power receives your product replacement request, we'll send a replacement product within 7 business days of receiving your product.

3.5 Refunds & Replacements may not be provided when:
- The refund/replacement is requested after 30 days of receiving the product.
- The product is returned without confirmation by Mango Power customer service team.
- Legal proof-of-purchase, receipts, or invoices are not provided, can’t be found, or are reasonably believed to have been forged or tampered with.
- A product sent to Mango Power does not include all the original accessories, attachments, and packaging, or it contains items damaged by the user.
- Evidence is found of damage caused by collision, scorching, or unauthorized use or modification of the product, including exposure to moisture or water, entry of other foreign items (including but not limited to oil, sand, etc.) or improper installation or operation of the product is found.
- Product labels, serial numbers, water damage marks, etc. show signs of tampering or alteration.
- Damage is caused by uncontrollable external factors, including fires, floods, high winds, lightning strikes, or traffic accidents.
- The product has not been sent back to Mango Power within 15 calendar days after confirmation from Mango Power.
- Other circumstances that are not stated in this policy but Mango Power has sufficient proof to refuse.

Repair Service
4.1 Warranty Repair Service
a. If the product is under warranty the customer can request Mango Power to repair their product in the event that it is not functioning as intended;
b. The customer can request repair when the following conditions are met:
1)The product has a manufacturing defect during the warranty period.
2)A valid proof-of-purchase, receipt, or order number for the warranty service is provided.
c.The Warranty Repair Service will not be provided when:
1) The request for repair is made after the warranty expires.
2) Damage is found to have been caused by non-manufacturing factors, including but not limited to user error.
3) Damage is found to have been caused by unauthorized modification, disassembly, or shell opening not in accordance with official instructions or manuals.
4)Water damage or other damages are found to have been caused by improper installation, incorrect use, or operation not in accordance with official instructions or manuals.
5) Damage is found to have been caused by operating the unit in bad weather (i.e. strong winds, rain, sand/dust storms, etc.).
6)Damage is found to have been caused by reliability or compatibility issues when using unauthorized third-party parts.
7) The product has not been sent back to Mango Power 15 calendar days after warranty repair confirmation from Mango Power.

4.2 Paid Repair
Paid repair is required in the following situations:
a. The product's warranty has expired.
b. All conditions that do not belong to the Warranty Repair Service.

4.3 Quotation criteria for paid repair.
Paid repair is required for conditions that are not covered by Warranty Repair Service. Reasonable cost will be charged with the following categories:
a. Spare parts cost
b. Labor cost
c. Logistics cost
Limitation of Liability
For some circumstances this policy does not cover, customers and Mango Power shall discuss to find solution based on fact and proof.



Limitation of Liability
When receiving service, mango power is responsible for loss or damage to your product only while it is in mango power's possession or in transit, in conditions where mango power is responsible for transportation.
Under no circumstances, and notwithstanding the failure of essential purposes of any remedy set forth herein, should mango power, its affiliates, suppliers, resellers, or service providers be liable for any of the following even if informed of their possibility and regardless of whether the claim is based in contract, warranty, negligence, strict liability or other theory of liability:
1) Third party claims against you for damages;
2) special, incidental, punitive, indirect or consequential damages, including but not limited to lost profits, business revenue, goodwill or anticipated savings. In no case shall the total liability of mango power, its affiliates, suppliers, resellers, or service providers for damages from any cause exceed the amount of actual direct damages, not to exceed the amount paid for the product. The foregoing limitation does not apply to damages for bodily injury (including death), damage to real property or damage to tangible personal property for which mango power is liable under law.
3)As some states or jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, the above limitation or exclusion may not apply to you..

Your Other Rights
This policy provides you with extra and specific legal rights. You may have other rights according to the applicable laws of your state or jurisdiction. You may also have other rights under a written agreement with Mango Power. Nothing in this policy affects your statutory rights, including rights of consumers under laws or regulations governing the sale of consumer products that can not be waived or limited by agreement.
Interpretation Rights
Mango Power reserves the right of final interpretation of the above customers' after-sales policy.