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Warranty & ReturnsIf It Fails, You Deal With Us
No ticket number to chase with a manufacturer overseas. Tell us what’s wrong, and we handle the claim, the replacement and the logistics on your behalf.
Last updated: August 2026
What the warranty covers
Every unit we sell is covered against manufacturing defects — faults in materials or workmanship that show up in normal use. It is not an accidental damage policy, and no battery warranty anywhere covers gradual capacity loss, which is normal wear.
Covered
- Cells or battery packs that fail prematurely or won’t hold a charge within the warranty period
- Faulty battery management systems, inverters or charge controllers
- AC outlets, USB ports or DC ports that stop working
- Displays, fans and internal wiring that fail in normal use
- Units that arrive dead, damaged or incomplete
- Supplied chargers and cables that fail within the period
Not covered
- Gradual capacity loss through normal cycling — every lithium battery does this
- Drops, impacts, crushing or water damage
- Damage from using a non-supplied or incorrect charger
- Units opened, modified or repaired by anyone other than us or the manufacturer
- Damage from exceeding the rated output, or from lightning and power surges
- Cosmetic marks, scratches and scuffs that don’t affect function
- Loss of use, lost income, or damage to appliances connected to the unit
Warranty period by product
Measured from the delivery date on your order, not the purchase date. Keep your order confirmation — it’s the proof of purchase for any claim.
| Product | Warranty period | Covers |
|---|---|---|
| Portable power stations | 24 months | Cells, BMS, inverter, ports, display |
| Solar generators (bundles) | 24 months | Power station; panels per the row below |
| Expansion batteries | 24 months | Cells, BMS, connectors |
| Portable solar panels | 12 months | Cells, junction box, connectors, delamination |
| Cables, adapters, accessories | 6 months | Manufacturing defects |
Some manufacturers offer longer coverage than this on specific models, and where they do, you get the longer period — we’ll tell you which applies when you claim. A replacement unit carries the remainder of the original warranty, or 90 days, whichever is longer.
How to make a claim
Most claims are resolved without the unit ever leaving your house. Start here rather than with the manufacturer — going direct usually means a longer queue and no one advocating for you.
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Get in touch with the details
Email support@powerbackupsupply.com, use the contact form, or message us on WhatsApp. Include your order number, the model, and what’s happening — a short video or photo of the fault or error code saves days.
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We respond within 24 hours
On business days. We’ll confirm the warranty status and either walk you through a fix or open a claim. A surprising number of “faults” are a setting, a firmware update or a charger issue, and those get solved the same day.
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We handle the manufacturer
If it needs replacing, we open the case with the manufacturer and manage it. You don’t need to call anyone, sit in a queue, or explain the problem twice.
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Return or replacement arranged
Where the unit needs to come back, we send a prepaid shipping label and instructions for shipping a lithium battery safely. Keep the original box if you still have it — batteries are restricted freight and original packaging makes it far easier.
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Replacement ships
Once the claim is approved, a replacement ships to you. If the model has been discontinued, you get the closest current equivalent or a refund — your choice.
Changed your mind?
That’s a return rather than a warranty claim — a different process with its own page.
In short: 30 days from delivery, unused and in the original packaging, no restocking fee, refunded within 5 business days. If the return is our fault we cover the shipping; on a change of mind, it’s yours to arrange.
If the unit is faulty rather than unwanted, stay on this page — that’s a warranty claim, and we cover the shipping both ways.
Damaged in transit or dead on arrival
This one is time-sensitive, because freight carriers impose their own claim deadlines and we can’t recover a claim filed too late.
- Visible damage to the box: note it with the driver before signing, if you can, and photograph the packaging before opening it.
- Report within 48 hours of delivery with photos of the outer box, the packaging inside and the unit itself.
- Keep everything — box, foam, packing materials. Carriers routinely require an inspection, and discarded packaging can sink a claim.
- Don’t try to use a visibly damaged battery unit. A damaged lithium pack is a fire risk. Set it somewhere away from anything flammable and contact us.
Report it in time and a replacement ships at our cost. No inspection queue, no argument about who’s responsible.
What voids the warranty
Nothing here is unusual, but it’s better stated plainly than discovered during a claim:
- Opening the case, or any repair attempted by a third party
- Removing or defacing the serial number
- Using a charger or solar panel outside the unit’s rated voltage and current window
- Connecting loads above the rated continuous output, or bypassing safety cut-offs
- Commercial rental use, unless agreed with us in writing beforehand
- Storing or operating the unit outside the temperature range in the manual
Units bought from anyone other than Power Backup Supply aren’t covered by us — take those to the seller you bought from. This is also why buying from a marketplace reseller can leave you stranded: the warranty follows the original purchase, and we can only advocate for our own customers.
Common questions
Do I contact you or the manufacturer?
Us, always. We opened the relationship with the manufacturer, we know which claims they approve and what evidence they want, and we handle the case on your behalf. Going direct usually means starting at the back of a support queue with nobody advocating for you.
My battery holds less charge than when it was new. Is that a defect?
Usually not. Every lithium battery loses capacity as it cycles — LiFePO4 cells are typically rated to retain 80% after around 3,000 cycles. That’s normal wear, not a fault, and no manufacturer covers it. If you’re seeing a sharp drop well ahead of the rated cycle count, that is a defect and we’ll investigate.
Can I return a unit I’ve already used?
Testing it — charging it, plugging something in, confirming it works — is fine and won’t affect a return. A unit that’s been taken camping for a week isn’t returnable as a change of mind, though it’s still under warranty if it develops a fault.
How long does a warranty claim take?
First response within 24 hours on business days. Straightforward cases are often resolved the same day without shipping anything. Where a replacement is needed, expect the manufacturer’s approval plus shipping time — typically one to two weeks end to end. We’ll give you a realistic timeline once we know what’s wrong.
Does the warranty transfer if I sell the unit?
No. Coverage applies to the original purchaser and isn’t transferable. That’s standard across the industry and worth knowing before you buy a used unit from someone claiming it’s “still under warranty”.
What if the model I bought is discontinued?
You get the closest current equivalent at no extra cost, or a refund — your choice. You’ll never be left with a valid claim and no resolution because a product line ended.
Legal notice
This limited warranty is offered by Power Backup Supply to the original purchaser and applies only to products bought directly from us. It gives you specific legal rights, and you may also have other rights which vary from state to state.
Except where prohibited by law, our liability under this warranty is limited to repair, replacement or refund of the purchase price, at our option. We are not liable for incidental or consequential damages, including loss of use, lost income, or damage to equipment connected to the product. Some states do not allow the exclusion or limitation of incidental or consequential damages, so this limitation may not apply to you.
Nothing in this warranty affects your statutory rights under applicable federal or state law. These terms are governed by the laws of the State of Texas.
Returns should not be shipped until a return has been agreed with us. Once agreed, the return address is Austin, TX 78701.
Need to Start a Claim?
Send your order number, the model and a short description of the fault. First response within 24 hours on business days.