HYXIPOWER Products Warranty Terms & Conditions
(For Global Market)
Introduction
HYXIPOWER Products are manufactured by Zhejiang Hyxi Technology Co., Ltd. The company (hereinafter referred to as HYXIPOWER) provides the following warranty to the purchaser (the customer) of HYXIPOWER Products (the products). The customer is deemed to be the owner of the installed products at first sale.
1 Applicable Products & Warranty Period
The warranty and service conditions covered in this document are applicable for the following products. The warranty period starts from the earlier of the following three dates: (1) The date of purchase; (2) The date on which the product was first registered; (3) 6 months after the date of shipping. The shipping date of Products shall be determined by serial numbers of the shipped Products or HYXIPOWER's internal records. If the last valid warranty date falls on a statutory public holiday in the country of HYXIPOWER's signing entity, the first working day after that holiday shall be the last day. The Warranty Period shall expire according to the following chart. The warranty period mentioned herein applies to the device only, excluding any accessories parts.
Notice: For new products not listed below, refer to the latest documents released by HYXIPOWER.
| No. | Category | Model | Warranty Period |
|---|---|---|---|
| 1 | Portable Power Station | HYX-EA700, HYX-EA1000, HYX-EA2000, HYX-EA2500 | 5 years |
| 2 | Hybrid Inverter (Single phase) | HYX-H3K-HS1, HYX-H3K6-HS1, HYX-H5K-HS1, HYX-H6K-HS1 | 5 years |
| 3 | Hybrid Inverter (Three phase) | HYX-H3K-HS, HYX-H3K6-HS, HYX-H4K-HS, HYX-H4K6-HS, HYX-H5K-HS, HYX-H6K-HS, HYX-H8K-HS | 15 years* |
| 4 | String Inverter (Single phase) | HYX-S3K-S, HYX-S3K6-S, HYX-S4K-S, HYX-S4K6-S, HYX-S5K-S, HYX-S6K-S, HYX-S7K-S, HYX-S8K-S, HYX-S9K-S, HYX-S10K-S, HYX-S12K-S | 15 years* |
| 5 | String Inverter (Three phase) | HYX-S8K-T, HYX-S10K-T, HYX-S12K-T, HYX-S15K-T, HYX-S17K-T, HYX-S20K-T, HYX-S25K-T, HYX-S30K-T, HYX-S33K-T, HYX-S36K-T, HYX-S40K-T, HYX-S50K-T, HYX-S100K-T, HYX-S110K-T, HYX-S120K-T | 5 years |
| 6 | String Inverter (Three phase) | HYX-S320K-HT | 5 years |
| 7 | Microinverter WiFi | HYX-M300-SW, HYX-400-SW, HYX-M500-SW, HYX-M600-SW, HYX-M700-SW, HYX-M800-SW, HYX-M900-SW, HYX-M1000-SW, HYX-M1600-SW, HYX-M1800-SW, HYX-M2000-SW | 25 years* |
| 8 | Microinverter Sub1G | HYX-M300-S, HYX-400-S, HYX-M500-S, HYX-M600-S, HYX-M700-S, HYX-M800-S, HYX-M900-S, HYX-M1000-S, HYX-M1600-S, HYX-M1800-S, HYX-M2000-S | 25 years* |
| 9 | Micro Storage | HYX-MS-2500 | 10 years |
| 10 | High Voltage Battery | System: HYX-E50-H, HYX-E100-H, HYX-E150-H, HYX-E200-H System: HYX-E50-H2, HYX-E100-H2, HYX-E150-H2, HYX-E200-H2, HYX-E250-H2, HYX-E300-H2, HYX-E400-H2, HYX-E500-H2 BDU: HYX-EBDU-H, HYX-EBDUP-H2, HYX-EBDU-H2 Battery Pack 5kwh: HYX-E50B-H, HYX-E50B-H2 HYX-E100-H3, HYX-E50-H3 |
10 years or 6000 Cycle@70% EOL 5 years or 6000 Cycle@70% EOL |
| 11 | All-in-one | HYX-H6K-HTA, HYX-H9K-HTA, HYX-H12K-HTA, HYX-H15K-HTA, HYX-H6K-HTAC, HYX-H9K-HTAC, HYX-H12K-HTAC, HYX-H15K-HTAC |
10 years |
| 12 | Optimizer | HYX-OP400, HYX-OP500, HYX-OP600, HYX-OP700 | 10 years |
| 13 | DMU | HYX-DMU-W, HYX-DMU-4G | 5 years |
| 14 | DCS | HYX-DCS-WL, HYX-DCS-4G | 2 years |
| 15 | Smart Meter | DDSU666, DTSU666 | 2 years |
| 16 | C&I ESS | HYX-EF215P2, HYX-EF215P2-C, HYX-EF215P2-M, HYX-EF215P2-MS | System: 5 years (Battery: 5 years or 6000 Cycle@70% EOL) |
*For purchases before December 31, 2025, inverters have a 15-year warranty and microinverters have a 25-year warranty. For products purchased after December 31, 2025, the standard warranty period will revert to 10 years for inverters and 12 years for microinverters.
Notices
A. Battery Warranty: Battery warranty expiration date is defined as the first condition met: when the battery pack reaches the warranty period, the life cycle discharge is completed, or the remaining capacity EOL meets the specification requirements. The power module DCDC only involves the warranty period and has no relation to the battery performance. The battery pack and power module shall have independent warranties.
B. Capacity Test Conditions: Tests are conducted at an ambient temperature of 25°C±3°C. After charging to 100% SOC, the battery is left to stand for 10 minutes. It is then discharged at a set current of 0.2C to the discharge termination voltage, and the amount of electricity released is recorded.
C. Firmware Upgrade: To remotely upgrade the latest firmware and ensure battery life, connecting the battery to the HYXIPOWER Smart Energy Platform is highly recommended.
D. Installation & Reporting: Battery installation must be completed within 3 months of purchase. If the battery fails, it must be reported within 14 days. Battery cell damage caused by negligence, such as failing to charge for extended periods, is not covered by the warranty.
E. Working Temperature: The operation and service life of the battery are related to the working temperature. Please install the battery at a temperature equal to or better than the ambient temperature. The recommended working temperature for the battery is -10°C to 50°C.
F. Battery Performance: Battery performance is shown in the application scenario table below:
| Application scenario | Energy Retention | Operating Limitation |
|---|---|---|
| Daily self-consumption, and backup | 70% at 120 months following initial installation date or 126 months from the manufacturing date | 6000 cycles |
| Any application not listed above, or any combination of applications that includes one not listed above | 70% at 120 months following initial installation date or 126 months from the manufacturing date | See: Cumulative Discharging Energy Throughput table |
Cumulative Discharging Energy Throughput Table:
| Product Model | Total Energy (kWh) | Cumulative Discharging Energy Throughput Energy |
|---|---|---|
| HYX-E50-H, HYX-E50-H2 | 5.3 kWh | 18.3 MWh |
| HYX-E100-H, HYX-E100-H2 | 10.6 kWh | 36.6 MWh |
| HYX-E150-H, HYX-E150-H2 | 15.9 kWh | 54.9 MWh |
| HYX-E200-H, HYX-E200-H2 | 21.2 kWh | 73.2 MWh |
| HYX-E250-H2 | 26.5 kWh | 91.5 MWh |
| HYX-E300-H2 | 31.8 kWh | 109.8 MWh |
| HYX-E400-H2 | 42.4 kWh | 146.4 MWh |
| HYX-E500-H2 | 53 kWh | 183 MWh |
| HYX-E50-H3 | 5.12 kWh | 17 MWh |
| HYX-E100-H3 | 10.4 kWh | 34 MWh |
2 Warranty Services
HYXIPOWER provides remote support and hardware services for the products.
| Service Category | Service Item | Service Description |
|---|---|---|
| Remote Support | Hotline | 8 hours * 5 business days of the local region. |
| Respond within 24 Hours (excluding weekends & public holidays) | ||
| Website Technical Support | 24 hours * 7 calendar days. Share technical information and download patches. | |
| Hardware Service | Repair | Fulfill in 7 Days after HYXIPOWER approves the RMA. For details, see the Hardware Service clauses below. |
| Replacement | Ship out in 2 business Days after HYXIPOWER approves the RMA (if available). For details, see the Hardware Service clauses below. |
2.1 Remote Support
Remote Support means HYXIPOWER provides solutions for technical inquiries or problems related to HYXIPOWER Products via telephone, email, or website.
Website: www.hyxipower.com
| Country or Region | Hotline | Support Email |
|---|---|---|
| United States | US: +1 (850) 800-9273 | US.support@hyxipower.com |
| Canada | CA: +1 (850) 800-9273 | CA.support@hyxipower.com |
| Netherlands | NL: +31 (79) 369-0034 | NL.support@hyxipower.com |
| Italy | IT: +39 (02) 4070-8366 | IT.support@hyxipower.com |
| Poland | PL: +48 (22) 153-0087 | PL.support@hyxipower.com |
| Germany | DE: +49 (211) 9076-0044 | DE.support@hyxipower.com |
| France | FR: +33 (1) 8948-0353 | FR.support@hyxipower.com |
| Brazil | BR: +55 (11) 3230-2255 | BR.support@hyxipower.com |
| Spain | ES: +34 (91) 946-4819 | ES.support@hyxipower.com |
| Australia | AU: +61 (29) 099-5862 | AU.support@hyxipower.com |
| South Africa | ZA.support@hyxipower.com | |
| United Kingdom | UK.support@hyxipower.com | |
| Mexico | MX.support@hyxipower.com |
2.2 Hardware Service
At HYXIPOWER's sole discretion, Defective Products shall be repaired or replaced if any malfunction or damage occurs to the HYXIPOWER Products.
(A) Repair
HYXIPOWER may, at its sole discretion, offer repairing services via remote diagnosis and commissioning or a house-call appointment. Such repairing services may be performed by HYXIPOWER or a third party appointed by HYXIPOWER. The Customer shall cooperate for repairing services to be performed.
(B) Replacement
If HYXIPOWER elects to replace Defective Products, the replacement Products shall be the same type and physical form as the original, and/or electrically compatible. If HYXIPOWER replaces a battery, the replacement battery shall have an electrical output not less than the warranted output of the original Products at the time of replacement, based on the warranted Degradation Rates in Clause 1. If Products are replaced within the Warranty Period, the remaining Warranty Period shall be deferred after the Products are replaced. Any replacement of Defective Products shall not cause a renewal or extension of the Warranty Period.
Notwithstanding the foregoing, if HYXIPOWER no longer supplies Products meeting the criteria, replacement Products will be similar or other type Products then supplied by HYXIPOWER, at its discretion, considering potential differences in size, shape, color, or capacity. Defective Products must be properly disposed of by the Customer or collected by HYXIPOWER for disposal. Replacement Products shall be delivered to the same destination as the original Products. Upon completion of replacement, ownership of the Defective Products transfers to HYXIPOWER. HYXIPOWER's performance of any repair, replacement, or provision does not suspend, renew, or extend the term of the original Limited Warranty.
Outside Warranty, repairs for Defective Products are at the Customer's cost, including labor, components, testing, and shipping/freight. Products will be repaired only after (1) the customer is provided with an estimated cost and (2) the customer provides written approval. If the Customer does not reply within 15 days of notification of the estimated cost, the Defective Products will be returned to the Customer freight collect.
3 Claims of Malfunction or Damage
If a customer discovers any malfunction or damage to HYXIPOWER Products, they shall promptly provide written notice to HYXIPOWER or an appointed third party within 14 days of discovery, along with the following information and materials:
- (A) The model and serial number of the Products with malfunction or damage ("Defected Products").
- (B) Materials showing system configuration details if the Defected Products were installed.
- (C) The Form of Defected Products Claim (“Claim”).
- (D) A specific and detailed description of the Claim, including evidence such as physical address, contact information, photographs, and videos as requested by HYXIPOWER.
- (E) Any additional materials or evidence requested by HYXIPOWER.
HYXIPOWER reserves the right to reject a Claim without liability if the Customer fails to provide the listed information or materials within the specified 14 days.
4 Exemptions
HYXIPOWER may refuse repair or charge for materials and labor if malfunction or damage occurs due to any of the following reasons:
- 4.1 The original Product's serial number label has been altered, replaced, torn, or lost.
- 4.2 Product model and/or serial number do not tally with the Products.
- 4.3 The Warranty Period has expired according to this Warranty Policy or the contract.
- 4.4 Malfunction or damage caused by failure to use, maintain, or care for the Product according to the user's manual.
- 4.5 Malfunction or damage caused by repair conducted by an unauthorized organization.
- 4.6 Malfunction or damage caused by accidents, force majeure, or human reasons.
- 4.7 Products used for demonstration purposes (e.g., samples) are not covered by this warranty policy.
- 4.8 Damage directly caused by non-HYXIPOWER related problems on customer's premises.
- 4.9 Malfunction or damage caused by non-compliance with applicable safety and installation standards rules, and improper use of the product.
- 4.10 Installed or operated not in accordance with strict documentation, including failure to ensure adequate ventilation as described.
5 Geographical Scope
These Limited Warranty terms and conditions apply only to products originally purchased from HYXIPOWER's authorized channels and installed in the destination defined within the Local country/region, unless special agreements exist between HYXIPOWER and the direct purchaser. For units sold for one country/region but installed in another, the warranty becomes invalid without prior written confirmation/approval from HYXIPOWER.
6 HYXIPOWER Service Process
To provide excellent remote support and hardware service, please refer to the HYXIPOWER service process described below.
HYXIPOWER Remote Technical Support Service Process
The service process is a flowchart:
- Customer initiates by reporting an issue.
- The issue report is received.
- HYXIPOWER provides remote support.
- A question is asked: "Problem Solved?".
- If 'Yes' (Y), the process closes.
- If 'No' (N), the customer may send back a defective unit.
- The defective unit is received.
- The customer may choose to accept a replacement or proceed with repair.
- If repair is chosen, it goes through a reception check.
- If a spare part is needed, it is provided by the Spare Part Center.
- After repair or replacement, the process may lead to shipment.
- The process aims for a 'Close' status upon resolution.
