After-sales Policy

After-sales & Warranty Policy

At Hooter Group, we stand behind the quality of our energy and outdoor mobility solutions. We provide a comprehensive after-sales service to ensure our B2B partners can distribute our products with absolute confidence.

1. Warranty Period by Product Category

We offer different warranty periods based on the technical complexity and lifecycle of each product line:

Product Category Warranty Period Coverage
High-Power Stations (2000W+) 24 - 60 Months Battery Cells, Inverter, BMS
Portable Power Stations (1200W-1500W) 24 Months Battery Cells, BMS, Ports
Electric Bikes (E-bikes) 12 - 24 Months Frame (5y), Motor/Battery (2y), Controller (1y)
Solar Panels 12 Months Cell Efficiency, Junction Box
Accessories (Lights, Cables, etc.) 6 Months Manufacturing Defects

2. RMA (Return Merchandise Authorization) Process

In the event of a product failure, please follow our standardized RMA procedure:

  1. Report: Submit a formal claim to our service team with the Serial Number (S/N), a description of the issue, and supporting photos/videos.

  2. Evaluation: Our engineers will conduct a remote diagnosis within 48 hours.

  3. Authorization: Once the claim is verified, an RMA number will be issued with specific instructions for repair or replacement.

3. Solutions & Compensation

As a B2B partner, we understand that international shipping for large batteries is costly. We offer flexible solutions:

  • Spare Parts Support: For minor issues (e.g., broken handles, cooling fans, cables), we ship free replacement parts with your next order or via express.

  • Local Repair Reimbursement: If a professional local repair is possible, we may cover the repair cost after pre-approval.

  • Unit Replacement: For major functional failures (DOA or critical BMS failure), we will provide a new replacement unit or credit for your next order.

  • Batch Defects: In the rare case of a batch quality issue (>3% failure rate), we will dispatch a technical team or recall the batch at our expense.

4. Shipping Costs

  • Within 30 Days (DOA): Hooter Group covers two-way shipping costs for replacement.

  • After 30 Days (Within Warranty): The buyer is responsible for shipping the unit to our designated service center (or warehouse), and Hooter Group covers the cost of shipping the repaired/replacement unit back to the buyer.

5. Warranty Exclusions

The warranty does not cover:

  • Damage caused by improper use, overcharging, or exposure to extreme water/fire conditions.

  • Unauthorized disassembly or modification of the product.

  • Normal degradation of battery capacity over time (unless it falls below 80% of rated capacity within the first year).

  • Products purchased from unauthorized secondary resellers.

6. Contact Our Support Team

For all after-sales inquiries, please contact:

📧 Email: sales@hootergroup.com

📱 WhatsApp: (951)3108212

⏱ Service Hours: Monday - Friday, 9:00 AM - 6:00 PM (GMT+8)