Service Policies

Return & Refund Policy

Thank you for your purchase. We aim to ensure a smooth and transparent return experience.

1. Order Cancellation

• Before shipment: Orders can be canceled for a full refund.

• After shipment: Cancellation is not guaranteed. Customers may refuse delivery or request a return after receiving the product.

2. 30-Day Return Policy

You may request a return within 30 days of receiving the product.

(1) Returns for Quality Issues

If the product has a confirmed defect:

• Replacement or full refund is available

• Return shipping costs will be covered by us

(2) Returns for Non-Quality Reasons

If the return is not due to a product defect:

• Customer is responsible for return shipping costs

• A restocking fee may apply depending on the condition of the returned item.

3. Return Conditions

To be eligible for a return:

• The product must be free from major damage or misuse

• All accessories must be included

• The product should be returned in its original packaging whenever possible.  Returns without original packaging may be subject to deductions.

We reserve the right to refuse returns or apply deductions if the above conditions are not met.

4. Return Process

To initiate a return, please contact our customer support and provide:

• Order number or proof of purchase  

• Product serial number (SN)  

• A brief description of the issue  

Our support team will guide you through the return process.

5. Refunds

• Refunds will be processed within 7–14 business days after the returned product is received and inspected.

• Refunds will be issued to the original payment method

6. Exchanges

• Replacement units will be shipped after the returned product is received and verified. We may, at our discretion, offer an advanced replacement for confirmed defects in certain cases.

• Processing time is typically within 5 business days

7. Important Notes

• Returns without prior approval may not be accepted  

• Customers are responsible for ensuring safe return shipment  

• We are not responsible for items lost during return shipping  

• For products purchased through authorized dealers or retailers, customers should contact the original place of purchase for return and refund requests.

If you have any questions, please contact our customer support team at support@samduo.com

1. Limited Warranty Coverage

SAMDUO warrants that the product will be free from defects in materials and workmanship under normal use during the warranty period.

This limited warranty applies only to products purchased through channels officially recognized by SAMDUO.

This warranty applies to normal residential use only. The Products shall be used in accordance with SAMDUO’s user manuals, technical specifications, and recommended operating conditions.

2. Warranty Period

This warranty applies to the following product categories:

• AC-Coupled Plug-In Home Energy Storage Solution

• All-In-One Balcony Solar Power Storage

• Expansion Battery Pack

• Energy accessories (including Smart Meter, P1 Meter, Smart Plug and related communication accessories): 36 months

• Accessories (e.g. adapters, cables): 12 months

The warranty period starts from the date of product activation. Proof of purchase will be required to validate warranty eligibility.

3. Battery Performance Clause

Battery capacity degradation due to normal use is expected.

The battery will be considered defective only if abnormal capacity degradation occurs within the warranty period under normal usage conditions, as evaluated based on SAMDUO’s internal testing standards.

Normal aging, capacity loss, or performance degradation that does not affect normal product functionality is not covered.

4. Warranty Service Process (RMA)

Step 1 – Contact Support

Step 2 – Required Information

Customers must provide:

• Proof of purchase

• Product serial number

• Description of the issue

• Supporting images or videos

Step 3 – Diagnosis

SAMDUO will conduct remote troubleshooting to determine eligibility.

Step 4 – Resolution

SAMDUO will, at its sole discretion:

• Repair the product

• Replace the product (new or refurbished)

• Offer a refund (depending on the nature of the issue and product condition)

Step 5 – Return Rules

Unauthorized returns will not be accepted or processed, and may be returned to the sender at their expense.

Final warranty determination will be made by SAMDUO based on remote diagnosis and/or product inspection.

5. Shipping Responsibility

For warranty claims:

•  If the issue is confirmed by SAMDUO as a product defect, SAMDUO will cover standard shipping costs as determined by SAMDUO. SAMDUO reserves the right to designate the shipping method and carrier.

• If the issue is not covered under warranty, the customer is responsible for shipping and any associated service costs.

6. Replacement Policy

Replacement products may be:

• New, or

• Refurbished units of equal or better performance

Replacement products will:

• Continue the remaining original warranty period, or

• Be covered for ninty (90) days

Whichever is longer.

Replacement and refund processes are subject to SAMDUO’s Return & Refund Policy.

7. Warranty Eligibility

To qualify for warranty service:

• Product must be purchased from channels recognized by SAMDUO

• Valid proof of purchase is required

• Serial number must be intact and legible

• Product must not be tampered with or modified

Products purchased from unrecognized channels are not eligible for warranty service.

8. Warranty Exclusions

This warranty does not cover damage caused by:

• Misuse, abuse, or negligence

• Improper installation or operation

• Unauthorized repair or modification

• Use of third-party components

• Environmental damage (water, fire, extreme temperatures)

•  Damage caused by improper storage conditions, including but not limited to prolonged storage under low battery conditions

• Normal wear and tear

• Damage caused by improper packaging during return shipment

• Failure to follow troubleshooting instructions provided by SAMDUO

9. DOA Policy

Products that are defective upon arrival (DOA) within fourteen (14) days of delivery are eligible for priority replacement. SAMDUO may request basic verification before approving DOA replacement.

DOA cases may include:

• inability to power on;

• severe physical damage upon delivery; or

• critical functional failure during initial use.

10. Limitation & Discretion

SAMDUO reserves the right to determine:

• Whether a product is eligible for warranty service;

• The appropriate method of resolution.