Refund & Warranty Policy

Refund & Warranty Policy

Last Modified: 01/20/2025

30-Day Money-Back Guarantee for Any Reason

Undamaged products can be returned for a full refund, regardless of the reason, within 30 days of purchase, excluding Corporate purchases/bulk orders, which may not be refundable. (Note: Ordering more than 10 units of a product will be considered a bulk order.）Once the returned item arrives back in manufacturer’s warehouse for inspection, the refund process will begin.

Returns must include all accessories ( When returning products purchased in the "Buy One, Get One for $0.99" promotion, you must return both products. If you only return one product, the refund amount will be the amount paid minus the MSRP of the $0.99 product. )

Items must include original packaging

For non-quality related warranty claims, buyer is responsible for shipping costs

For non-quality related warranty claims, Anker refunds the cost of the product itself

Returns may be rejected if items do not meet the above requirements

Refund requests for the 30-day money back guarantee expire 30 days after opening a warranty claim. It is not possible to process a request for a refund for non-quality issues for items that have expired this 30-day window.

 

How to return an item at backupenergyusa.com?
To initiate a return, you will need to submit a return request. Please have your order number and the email address used for the purchase ready. You can start your return here.

If you have an backupenergyusa.com account, you can manage returns directly through your order history. Guests who do not have an order number can register for an account using the email address associated with the purchase. This allows you to access your order history and manage returns.

How long does it take to get a refund?
Refunds will be issued once the item arrives at our warehouse. The refund will be credited back using the same method as when your initial order was made. Processing time typically takes 3-5 working days.

 

Warranty Claims for Quality-Related Issues

All quality-related defects on items sold directly by Anker or Anker's authorized resellers are covered by an extensive warranty, starting from the date of purchase (see top of page for your product’s warranty timeline).

Anker's limited warranty is restricted to the country of purchase. The limited warranty is void on items taken outside the country they were originally bought in or shipped to directly from an authorized online purchase.

Quality-related warranty claims on purchases made through Anker's authorized distributors and retailers, such as Walmart and BestBuy, are handled through Anker (see list of authorized distributors and retailers here).

For quality-related warranty claims, items will be replaced with a factory refurbished model of equal value when available, otherwise a new item will be sent. In situations where a replacement is not an available or preferred option, Anker will offer a partial refund according to the usage time of the device.

Warranties on all replacements follow the same warranty timeframe of the original defective item, or 3 months after being replaced, whichever is longer. Warranties on products are void after having been fully refunded.

Process:

Buyer must provide sufficient proof of purchase

Anker must document what happens when buyers troubleshoot the product

The defective item’s serial number and/or visible proof depicting the defect are required

It may be necessary to return an item for quality inspection

For defective items that Anker needs to have returned, warranties on those replacements are voided if the wrong item is returned to Anker or if the defective item is not returned.

Valid proof of purchase:

Order number from online purchases made through Anker or Anker's authorized resellers

Sales invoice

Dated sales receipt from an authorized Anker reseller that shows a description of the product along with its price

Please note that more than one type of proof of purchase may be required to process a warranty claim (such as receipt of money transfer and confirmation of address item was originally shipped to).

Warranty claims for product defects expire 90 days after opening a warranty claim. It is not possible to process a warranty claim for items that have expired their original warranty timeframe or 90-day warranty claim request period, whichever is longer.

Shipping costs must be covered by buyer in the following situations:

Returning products for any reason other than a proven defect

Warranty claims on items taken outside the original country of purchase

Buyer’s accidental returns

Returning personal items

Returning items claimed to have defects but found by Anker quality control to be in working condition

Returning defective items in international shipping

Costs associated with unauthorized returns (any returns made outside of the approved warranty process)

Not Covered Under Warranty:

Products without sufficient proof of purchase

Lost or stolen products

Items that have expired their warranty period

Non quality-related issues (after 30 days of purchase)

Free products

Repairs through 3rd parties

Damage from outside sources

Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, operating devices improperly)

Purchases from unauthorized resellers

Anker is not liable for:

Loss of data incurred from use of Anker products

Returning personal items sent to Anker

When returning items with a prepaid shipping label provided by Anker, Anker takes responsibility for any damage or loss incurred in transit. When returning items for non-quality issues, buyer assumes responsibility for any damage or loss incurred in transit. Anker does not provide refunds for items damaged in transit for non-quality related warranty claims.

 

Warranty period

NameSKUPictures for IllustrationWarranty Period

Anker SOLIX X1 Power Module

X1-P6K-US

A5101JZ310 years

 

Anker SOLIX X1 Battery Module

X1-B5-H

A5220JZ1

10 years

(16.45MWh@60% EOL)

 

Anker SOLIX X1 Backup Controller

Backup Controller 200-H

A5341JZ1

10 years

 

Mobile Dongle

VCB-5106L6-WB-AK

A5460J11

5 years

 

(Including data plan)

Current Transformer

CTSA035-200A/40mA

A5382J2110 years

 

Warranty specification

Product

PN

Warranty Period

Throughput During Warranty Period

Warranty Extension

Anker SOLIX X1 Battery Module

A5220

10 years

16.45MWh@60% EOL

 

Not Applicable

Notices

Anker's limited warranty is restricted to the country of purchase. The limited warranty is void on items taken outside the country they were originally bought in or shipped directly from an authorized purchase. Warranties on products are void after having been fully refunded. Warranties on all replacements follow the same warranty timeframe as the original defective item.

 

The warranty policy for the battery pack ends when either the end of the warranty period has been reached or the throughput has been completed, contingent upon the remaining capacity EOL meeting the specified requirements, with the earliest condition taking precedence. The warranty for the power module DCDC is solely time-bound and is independent of the battery's performance. It is important to note that the warranties for the battery pack and power module are provided separately and are not interconnected.

The operation and service life of the battery are related to the working temperature, humidity, and altitude. The recommended working temperature for the battery is 59°F to 86°F/ 15℃ to 30℃.

Batteries must be installed within 30 days of receipt to qualify for the warranty. When the SOC of the battery decreases to 0%, charge the battery within seven days. Any permanent battery damage due to the customer's failure to charge the battery properly is not covered under warranty.

How To Process:

If, during the applicable warranty period, the buyer discovers any defect in materials and seeks to activate the limited warranty, then the buyer shall, promptly after such discovery, report the defect to Anker SOLIX by sending an email to [email protected] (a complete list of all contact methods available can be found on the Anker SOLIX website's Contact Us page) with the following information: (i) a short description of the defect, (ii) the product's serial number, and (iii) a scanned copy of the purchase receipt or warranty certificate of the applicable product.

 

Upon the buyer's notification, Anker SOLIX shall provide problem analysis and troubleshooting when possible and, if troubleshooting did not resolve the issue or is unavailable under the limited warranty, continue with verification of the warranty. The product's serial number must be legible and properly attached to the product in order to be eligible for warranty coverage. If Anker SOLIX determines that the reported defect is not eligible for coverage under the limited warranty, Anker SOLIX will notify the buyer accordingly and will explain the reason why such coverage is not available. If Anker SOLIX determines that the reported defect is eligible for coverage under the limited warranty, Anker SOLIX will notify the buyer accordingly, and Anker SOLIX may, in its sole discretion, take any of the following actions:

Provide the buyer with replacement parts or replacement units for the product; Anker SOLIX will not elect to issue a refund unless (1) Anker SOLIX is unable to provide a replacement and repair is not commercially practicable or cannot be timely made, or (2) the buyer is willing to accept such a refund. In the event of a defect, to the extent permitted by law, these are the buyer's sole and exclusive remedies.

 

Anker SOLIX will determine whether the product should be returned to Anker SOLIX and, if Anker SOLIX so determined, the Return Merchandise Authorization ("RMA") Procedure will be invoked. Anker SOLIX reserves the right to make the decision on whether to use new or refurbished parts for warranty repairs. These parts, whether new or refurbished, will be at least functionally equivalent to the original part in question. The original Spare part model, if no longer available, may be replaced with a similar Spare part model. The replacement Spare part provided by Anker SOLIX will be functionally equivalent to the customer’s defective product in terms of features, functions, and compatibility. The software version shall be by default. In no event shall Anker SOLIX refund the Customer in cash or in kind if the Customer rejects to accept replacement with a similar spare part model. The warranty period of the replacement product shall follow the remainder of the original product warranty period.

 

Where the RMA Procedure is invoked by Anker SOLIX, Anker SOLIX will instruct the buyer how to package and ship the product or part(s) to the designated location and will deliver the repaired or replaced product or part(s) to the buyer in the buyer's original country. If the defective product or part is not received by Anker SOLIX within 60 days of issuance of the RMA, Anker SOLIX will invoice the customer, and the customer will pay, the then-current list price for such new product or part. The returned defective product must not have been disassembled or modified without the prior written authorization of Anker.

Warranty Exclusions:

 

The limited warranty does not include defects in appearance, technology, or design, or defects that do not materially affect energy production or reduce the form, fit, or function of the covered product, or any defects or parts that need to be replaced due to ordinary wear and tear, corrosion, rust, or stains on the shell or paint of the covered product.

 

The limited warranty does not include:

(a) Costs related to dismantling, installation, or troubleshooting; and software programs installed in the warranty product, as well as the recovery and reinstallation of such software programs and data; Workmanship-related issues, or installation that was not performed by a certified installer.

(b) Re-installing the device in a new place.

(c) Costs related to the original buyer refusing to install firmware updates provided by Anker SOLIX.

 

This limited warranty will not apply if (a) the buyer is in default under the General Terms and Conditions or other agreements governing the purchase of the product, or (b) the product or any part thereof is:

（a) damaged as a result of misuse, abuse, accident, negligence, or failure to maintain the product;

（b) damaged as a result of modifications, alterations, or attachments thereto which were not pre-authorized in writing by Anker SOLIX;

（c) damaged due to the failure to observe the applicable safety regulations governing the proper use of the product;

（d) damaged by using third-party components not provided by Anker SOLIX;

（e) installed or operated not in strict conformance with the Documentation, including without, use in inappropriate environments, or use in violation of the manual & user manual or applicable laws or regulations (for example, the product is exposed to temperatures above 45°C or below -20°C after installation), or not using the product for a time of more than 30 days, or not installing the product within one month after receiving the product from Anker Solix;

（f) not ensured sufficient ventilation for the product as described in Anker SOLIX X1 installation guide;

（g) opened, modified, or disassembled in any way without Anker SOLIX's prior written consent;

（h) used in combination with equipment, items, or materials not permitted by the documentation or in violation of local codes and standards;

（i) damaged by software, interfacing, parts, supplies, or other products not supplied by Anker SOLIX;

（j) damaged as a result of improper site preparation or maintenance or improper installation;

（k) damaged or rendered non-functional as a result of natural disasters, or other abnormal environmental conditions like war or car accidents, action of third parties, direct exposure to seawater, or other events beyond Anker SOLIX's reasonable control or not arising from normal operating conditions;

（l) damaged during or in connection with shipping or transport to or from the buyer where the buyer arranged such shipping or transport;

DISCLAIMERS:

THE LIMITED WARRANTIES SET FORTH HEREIN ARE IN LIEU OF AND EXCLUDE ALL OTHER EXPRESS OR IMPLIED WARRANTIES, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE OR APPLICATION, AND ALL OTHER OBLIGATIONS ON THE PART OF ANKER/SOLIX UNLESS SUCH OTHER WARRANTIES AND OBLIGATIONS ARE AGREED TO IN WRITING BY ANKER/SOLIX. SOME JURISDICTIONS LIMIT OR DO NOT PERMIT DISCLAIMERS OF WARRANTY, SO THIS PROVISION MAY NOT APPLY TO THE BUYER IN SUCH JURISDICTIONS.

 

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, ANKER's/SOLIX's AGGREGATE LIABILITY, IF ANY, IN DAMAGES OR OTHERWISE, SHALL NOT EXCEED THE PURCHASE PRICE PAID TO ANKER/SOLIX BY THE BUYER FOR THE PRODUCT IN THE CASE OF A WARRANTY CLAIM.

 

LIMITATION OF LIABILITY

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, ANKER/SOLIX HEREBY DISCLAIMS AND SHALL HAVE NO RESPONSIBILITY OR LIABILITY WHATSOEVER FOR, DAMAGE OR INJURY TO PERSONS OR PROPERTY OR FOR OTHER LOSS OR INJURY RESULTING FROM ANY CAUSE WHATSOEVER ARISING OUT OF OR RELATED TO ANY OF ITS PRODUCTS OR THEIR USE. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, UNDER NO CIRCUMSTANCES SHALL ANKER/SOLIX BE LIABLE TO THE BUYER, OR TO ANY THIRD PARTY CLAIMING THROUGH OR UNDER THE BUYER, FOR ANY LOST PROFITS, LOSS OF USE, OR EQUIPMENT DOWNTIME, OR FOR ANY INCIDENTAL, CONSEQUENTIAL OR SPECIAL DAMAGES OF ANY KIND, HOWSOEVER ARISING, RELATED TO THE PRODUCTS, EVEN IF ANKER/SOLIX HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

 

Anker SOLIX X1 HOME ENERGY STORAGE SYSTEM IS NOT INTENDED FOR USE AS A PRIMARY OR BACKUP POWER SOURCE FOR LIFE SUPPORT SYSTEMS, MEDICAL EQUIPMENT, OR ANY OTHER USE WHERE THE Anker SOLIX X1 HOME ENERGY STORAGE SYSTEM’S FAILURE COULD LEAD TO INJURY TO PERSONS OR LOSS OF LIFE OR CATASTROPHIC PROPERTY DAMAGE. Anker SOLIX DISCLAIMS ANY AND ALL LIABILITY ARISING OUT OF ANY SUCH USE OF THE Anker SOLIX X1. ADDITIONALLY, Anker SOLIX RESERVES THE RIGHT TO REFUSE TO SERVICE PRODUCTS USED FOR THESE PURPOSES AND DISCLAIMS ANY AND ALL LIABILITY ARISING OUT OF ANKER’S SERVICE OR REFUSAL TO SERVICE THE PRODUCTS IN SUCH CIRCUMSTANCES.

 

CLAIMS BY THE BUYER THAT GO BEYOND THE WARRANTY TERMS SET OUT HEREIN, INCLUDING CLAIMS FOR COMPENSATION OR DAMAGES, ARE NOT COVERED BY THE LIMITED WARRANTY, INSOFAR AS Anker SOLIX IS NOT SUBJECT TO STATUTORY LIABILITY. EVENTUAL CLAIMS IN ACCORDANCE WITH THE LAW ON PRODUCT LIABILITY REMAIN UNAFFECTED. COVERAGE UNDER THE LIMITED WARRANTY IS SUBJECT TO THE BUYER COMPLYING WITH THE FOREGOING NOTIFICATION REQUIREMENTS AND COOPERATING WITH Anker SOLIX'S DIRECTIONS. Anker SOLIX'S SOLE OBLIGATION AND THE BUYER’S EXCLUSIVE REMEDY FOR ANY DEFECT WARRANTED HEREUNDER IS LIMITED TO THOSE ACTIONS EXPRESSLY STATED ABOVE. SUCH ACTIONS ARE FINAL AND DO NOT GRANT ANY FURTHER RIGHTS, IN PARTICULAR WITH RESPECT TO ANY CLAIMS FOR COMPENSATION. UNLESS OTHERWISE SPECIFIED IN AN EXECUTED AGREEMENT WITH Anker SOLIX, THE LIMITED WARRANTY AND RELATED PROVISIONS SET OUT HEREIN ARE SUBJECT TO Anker SOLIX'S GENERAL TERMS AND CONDITIONS, INCLUDING, WITHOUT LIMITATION, THE PROVISIONS THEREOF, WHICH RELATE TO THE DISCLAIMER OF WARRANTIES, LIMITATION OF LIABILITY, AND GOVERNING LAW AND JURISDICTION.

 

THE BUYER ACKNOWLEDGES THAT THE FOREGOING LIMITATIONS OF LIABILITY ARE AN ESSENTIAL ELEMENT OF THE AGREEMENT BETWEEN THE PARTIES AND THAT IN THE ABSENCE OF SUCH LIMITATIONS THE PURCHASE PRICE OF THE PRODUCTS WOULD BE SUBSTANTIALLY DIFFERENT. SOME JURISDICTIONS LIMIT OR DO NOT PERMIT DISCLAIMERS OF LIABILITY, SO THIS PROVISION MAY NOT APPLY TO THE BUYER IN SUCH JURISDICTIONS. SOME JURISDICTIONS DO NOT ALLOW LIMITATIONS ON THE EXCLUSION OF DAMAGES, SO THE ABOVE LIMITATIONS OR EXCLUSIONS MAY NOT APPLY TO THE BUYER IN SUCH JURISDICTIONS.

 

YOU MAY HAVE SPECIFIC LEGAL RIGHTS OUTSIDE THIS WARRANTY, AND YOU MAY ALSO HAVE OTHER RIGHTS THAT VARY FROM STATE TO STATE OR COUNTRY TO COUNTRY. THIS LIMITED WARRANTY DOES NOT AFFECT ANY ADDITIONAL RIGHTS YOU HAVE UNDER LAWS IN YOUR JURISDICTION GOVERNING THE SALE OF CONSUMER GOODS. SOME STATES OR COUNTRIES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE LIMITATIONS OR EXCLUSIONS IN THIS LIMITED WARRANTY STATEMENT MAY NOT APPLY TO YOU IN THOSE AREAS.

Contact us

Phone Number:

US：+1 (800) 988 5541

Email Address: [email protected]

 

For all other products on backupenergyusa.com website please contact us at +1 8887479937 or email us at info@ bmwenergy.com