After-sales service and Limited Warranty

This limited warranty (hereinafter “Warranty”) specified below applies to Battery Energy Storage system and the accessory Components (hereinafter “Products”) supplied by OOKi Power Energy. (hereinafter or “OOKi”) to End User through Authorized Seller (hereinafter or “Seller”)

End User Definition

End User (hereinafter “Buyer”) is the buyer who puts the Products into operation for the first time via the way authorized by OOKi.

Authorized Seller

Authorized Seller is the Agents, Distributors, Partners, etc. authorized by OOKi.

1. Purpose

The primary purpose of Limited warranty letters part is to clearly define the matters related to warranty policy of Products.

The primary purpose of After-sales service part is to clearly define the matters related to precautions for use of Products.

2. Applicable product type

The range of OOKi lithium iron phosphate batteries is supported by an extensive product guarantee, which is backed by OOKi Power Energy or its parent company or companies where applicable.

This warranty covers the following battery ranges:

  • OOKi Home energy system (2.5 kWh to 30 kWh)
  • OOKi Commercial and Industrial energy system (40 kWh to 700 kWh)
  • OOKi Container Project (500 kWh to 2 MWh)

OOKi warrants to the End User as follows

3. Product Warranty

3.1 Warranty start date definition

  • The initial date of the warranty shall be the date the Seller’s invoice to the End User.
  • The warranty period for Products will remain unchanged after the warranty is completed within the warranty period.

3.2 Warranty Period

OOKi guarantees that the service life of the OOKi battery will achieve at least a 5-year service life or deliver an equivalent in kWh of at least 6000 charge-discharge cycles, whichever event should first occur.

Note:

If OOKi 5kW battery is used together with a 5 kW inverter, we provide a 5-years OR 6000 cycles warranty whichever comes first based on 0.5C charge/discharge & 80% DOD;

Regarding self-discharging degradation, 180 days after ex-work is ensured. All batteries have to be recharged once every 3-6 months to keep the battery cell’s healthy.

4. Performance Warranty

OOKi warrants that the Products retains seventy percent (70%) of the Nominal Energy for five (5) years from the Invoice Date. Or for a Minimum Through Output Energy which is calculated from the Invoice Date, whichever comes first.

5.12 kWh Minimum Through Output Energy: 14.95 MWh

10.24 kWh Minimum Through Output Energy: 29.9 MWh

14.34 kWh Minimum Through Output Energy: 41.87 MWh

23.55 kWh Minimum Through Output Energy: 68.76 MWh

The term “Nominal Energy” herein means the initially Nominal Energy of the products as printed on the label of Products.

Agents and buyers who wish to offer or obtain an extended warranty beyond the standard 5‑year term—by opting into our 5 + 5 plan (for a total of 10 years) at an additional cost—must first contact the Company to agree on the specific terms and secure formal approval.

5. Exclusion of Warranty

Damage to the Products resulting from any of following activities is not covered by this Limited Warranty:

  1. Without payment to the Seller, the Buyer may pay the unpaid amount to the Seller in support of the warranty claim under the circumstances that the Seller has the right to refuse the warranty request in accordance with this clause.
  2. Not complying with OOKi’s official user manual of the product and usage and transportation requirements.
  3. Product damage caused by modification, alteration, disassembly, repair or replace maintenance and other services conducted by personnel unauthorized by OOKi.
  4. Damage or defect arise due to the buyer's unauthorized use of his own design, materials, mixed, function changed or service to the Products.
  5. Appearance damage, deformation, abrasion, stain, rust, mildew, or similar external influences caused by the buyer during use.
  6. As a result of changes which occur in the condition or operational performance of the Product due to climate or other environmental influence, foreign material contamination (e.g. dirt, smoke, salt, chemicals and other impurities), water entry, exposure to excessive heat or solvents or because of use of the Product with insufficient ventilation (in particular the maximum temperatures according to the operating manual), exposure to strong vibrations, exposure to a strong magnetic field or damage as result of Force Majeure event;
  7. Improper transportation, storage, installation, wiring and use with faulty or incompatible devices by Buyer. If Buyer fails to use the original packaging materials provided by Seller during the transportation of the equipment, the Products damage or failure shall not fall under the warranty scope of the product.
  8. Every OOKi is fitted with a tamper seal on the back cover. If this seal is damaged or compromised in any way or there is other evidence of tampering or abuse the guarantee becomes void.
  9. Where the nameplate or serial number of the Product is modified, altered or not readable.
  10. Products suffered any external influences including unusual physical, natural force, electrical stress (power failure surges, inrush current, lightning, flood, fire, accidental breakage, etc.)
  11. Product damage caused by external force, force majeure (causes of natural disasters such as unforeseeable, unavoidable and insurmountable objective events, including but not limited to war, civil war, strike, riot or other activities intervened by government, terrorism, war, riots, strikes, unavailability of suitable and sufficient labor or materials and other events which are out of control of OOKi) or other third party.
  12. Damage of Products arise due to renewal of the national or regional laws or regulations.
  13. Due to accidental damage, theft or vandalism, or use of the Product for a purpose or in environmental conditions for which the Products were not designed for or sold, or use of the Products outside the specified or normal operating ranges for such Products.
  14. From the use of any spare parts not manufactured, sold or approved by us in connection with the repair or replacement of Product; or as a result of the interconnection of the Product with products of another manufacturer; or as a result of any other defective or malfunctioning parts in the system into which the Product has been installed;
  15. Use of an incompatible inverter, rectifier or PCS.
  16. Products failure is not reported to Seller or OOKi Authorized Service Partner within 10 days of appearance.
  17. Warranty period specified above has already expired.

6. Conditions

This Warranty is subject to the following conditions:

The Products must have been installed and correctly commissioned by an authorized and licensed installer. Proof may be required of correct commissioning of the Product (such as certificate of compliance). Claims for failures due to incorrect installation or commissioning are not covered under this Warranty.

Where a Product or part thereof is replaced or repaired under this Warranty, the balance of the original Warranty period will apply. The replacement product or part(s) do not carry a new voluntary warranty.

The Product must have its original serial number and rating labels intact and readable.

This Warranty does not extend to any Products that have been completely or partially

disassembled or modified, except where such disassembly is carried out by OOKi Power Energy.

The terms of this Warranty cannot be amended except in writing by one of our authorized officers.

This Warranty only applies to Products purchased by an end-user from us directly or a reseller where the Products have been sold to the reseller by us directly.

Any warranty claim under this Warranty must meet the requirements set out below in the “How to Make a Warranty Claim” section

There must have been a commissioning report signed by the end-user and the installer for product commissioning and handling instructions.

7. Claim payment policy

  • OOKi reserves the right to refuse product warranty claim for lacking proper documentation and information.
  • Claims under this Warranty must be made by notifying the Seller from whom Products was purchased within 2 weeks of appearance.

For a Warranty Claim to be processed, it must include but not limited following items:

  1. Proof of the original
  2. Description of the alleged defect(s) from authorized service center
  3. Installation date and installation address
  4. Signed commissioning report or protocol
  5. Contact details of the installer
  6. The relevant Product’s serial number and the initial date of the warranty
  7. Buyers who are unable to contact the Seller from whom Product was purchased should contact OOKi Power Energy at the Contact Us Section of the:

Website: https://ookienergy.com

Email: support@ookienergy.com