Mango Power E Home Backup and Portable Power Station

Specifications of the Mango Power E

Mango Power E User Manual
Mango Power E Quick Start Guide/Brochure

Frequently Asked Questions

Mango Power Warranty

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, 9 AM – 1 PM, 2 PM – 5 PM (PT)
E-mail: support@mangopower.com

1.4 Product Series

Table updated March 2023

Warranty Period

2.1 Warranty Period of Products

**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.

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

Logistics Policy

a. Customers need to check the product for damages before signing to receive the product. If there are any problems, please contact Mango Power and provide the corresponding certification or proof. When signing receival for products, the customer needs to check whether the product is intact and undamaged. If left unchecked, it will be deemed that the customer considers that the product is functioning and not damaged. If the product is damaged during transportation, please contact Mango Power within 24 hours;

b. In the event that the customer sends a product to Mango Power without advance authorization from Mango Power’s after-sales team, Mango Power has the right to reject the package, and any loss or damage shall be covered by customer;

c. If the customer sends a product back to Mango Power by COD (cash-on-delivery) without authorization of Mango Power in advance, the package may be rejected due to payment failure; and the customer shall bear any direct or indirect loss during this operation;

d. The customer shall send the product back to the specified and unique address according to instructions of the Mango Power service team. In the event that a product is sent to any other address by mistake, Mango Power shall not be responsible for safety or transferring of product, even if the address is relevant to Mango Power;

e. The customer needs to make sure that the receiving addresses are correct and up-to-date. If the receiving address provided by the customer is incorrect, or the recipient refuses to receive the product, the loss caused shall be covered by the customer.

f. Customs Clearance: Mango Power will not bear any customs clearance fees incurred.

What to do Before Requesting After-Sales Service

Before requesting after-sales service, the following steps must be taken:

• Follow the service procedures specified by Mango Power;
• Follow the instructions of the Mango Power service team and provide a product defect description and any relevant information of recipient;
• Remove all additional parts. Alterations and attachments are not covered under warranty;
• Ensure that the product or parts are free of any legal restrictions that prevent repair or replacement.

What This After-Sales Policy Does Not Cover

For some circumstances this policy does not cover, customers and Mango Power shall discuss to find a 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.

This limited warranty policy only applies to Mango Power's products purchased in North America through official channels.

Shipping is typically through freight carriers and the actual shipping time is contingent on your location and the specific warehouse dispatching your order. Please allow for a 1-3 business day processing period before shipment, and an estimated delivery time of up to 7 business days. Your confirmation email will include delivery details and we will send you a tracking number as soon as one is available. If you ordered several separate items, you may receive multiple tracking numbers. Once the item has been shipped, the freight service will contact you to coordinate the date and time of delivery. If you require any special accommodations during delivery please let us know as soon as possible and let the delivery company know when arranging the appointment.

Typically, orders will be dropped off either curbside or outside your front door or garage. It is your responsibility to bring the order inside or to its final destination and to remove any existing items.

Depending on the item, parts may be shipped in multiple boxes, and assembly may be required. When your order is delivered, please check that you have all pieces of the item and that nothing is damaged. If your order is damaged during transit and external damage is visible, note the damage immediately, write it on the delivery documents, take photos and/or videos, and refuse shipment. If there is no visible external damage, accept the package but note “subject to concealed damage” on the delivery documents. Any damage upon delivery needs to be reported within 24 hours of delivery or you may not be eligible for a refund. For additional information on submitting claims, as well as incorrect item exchanges, and replacements, please see our Refund Policy.

For more information about shipping, please visit our complete Shipping Policy.

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We partner with the best brands in the industry to bring you reliable, high-quality products. As authorized retailers, we guarantee authenticity and offer full manufacturer warranties on every item. You can trust that our products are built to last and perform efficiently.

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