WARRANTY

Service terms & conditions.

(1)Product coverage: Including Growatt PV Inverters, Growatt Storage Inverters, Growatt Smart Energy Management Devices, Growatt Monitoring Software, EV Chargers, Portable Power Station and Growatt Batteries and Accessories

(2)Country and Region coverage: All country and regions, including China Hong Kong special administration region, Macao special administration region, Taiwan, excluding mainland China ONLY. Warranty coverage is contingent upon the alignment of the country of sale, the country of installation, and the country of after-sales service.

(3)Warranty claim: In general, serial number(S/N）must be provided in order to claim warranty. Please store the original purchasing invoice/ installation documents or receipts carefully. Customers need to present it for warranty claim if required.

(4)Warranty period: The standard warranty period is from the date of installation on the installation certificate or no more than six months after the delivery date. A warranty extension may only be applied within a period of two years from the date of installation.

Growatt service commitment

(1) The service hotline for Growatt local service center varies, please check our local service center in your country/region. The service hotline in Shenzhen headquarter is +86 755 27471942. Our service hotline offering general inquiry, technical support, etc.

(2) Service email address: service@ginverter.com. Customer is suggested to contact Growatt service representative in your country/region directly.

(3) Warranty period and service mode. We offer different service solutions for different product, see details on below table

Note: If warranty period was specified on sales order, then warranty period would obey to sales order.

(4) Installation and commissioning：Growatt don’t offer installation service, don’t offer onsite debugging service for monitoring device. Growatt can offer onsite commission service for big scale plant (inverter capacity＞500kw)

Response time commitment

Remote technical support service

(1) Offer 365*7*24h remote technical support service.

(2) Response in an hour once received telephone inquiry from customer. Response in 2 hour once received inquiry via email from customer.

(3) For devices returned for repair, repaired & dispatch in 3 business days once received.

Field service response

If there is field service obligation in contract, Growatt will respond according to the contract.

Spare parts supplement scheme

(1) In accord with the sales record, Growatt ensured a safe quantity of spare parts in each spare parts center. This helped us building a fast response of replacement requirement.

(2) With a safety level spare parts supplement, generally Growatt can dispatch service replacement out in 2 business days.

(3) Once the agreed warranty period (5 years standard factory warranty, or extension warranty) had expired, Growatt can still offer spare parts to customer, with a price not exceed the previous order price on the contract. Customers are eligible to order any product spare part from Growatt. We would offer spare part in a reasonable price to ensure a stable performance of Growatt products.

(4) If Growatt is going to cease production of a product or accessory, Growatt would inform the direct purchaser formally with at least 6 months leading time. 

Freight cost

(1) Growatt takes on the freight cost for products under warranty (Note: this is only to the devices’ original selling country/region). Customers take on the custom clearance costs incurred.

(2) Customers take on the freight cost and other sort of related cost for warranty expired or voided products. 

Growatt Vulnerability Handling Guidelines

Introduction

Growatt is committed to ensuring the security of our products and services. 

These guidelines describe how we handle security vulnerabilities and how external researchers can report them.

Scope

These guidelines apply to all Growatt products and services, including but not limited to:

Inverters

Energy Storage Systems

Monitoring Solutions (e.g., ShineWiFi, ShineLan, Shine4G)

Online Platform Shine Server and mobile app Shine Phone

Reporting Procedure 

If you discover a security vulnerability, please inform us as follows: Email: service@growatt-service.com 

Please provide detailed information about the vulnerability, including:

Affected product and version

Steps to reproduce

Potential impact

Our Promise

Acknowledgment: We will confirm receipt of your report within 48 hours

Assessment: We will evaluate the reported vulnerability within 10 business days

Communication: We will keep you updated on the progress of the fix

Recognition: With your consent, we will acknowledge your contribution in our Security Hall of Fame

Responsible Disclosure

Please do not make the vulnerability public before we have had the opportunity to fix it. We aim to fix confirmed vulnerabilities within 90 days.

Out of Scope

Denial of Service Tests

Social Engineering (e.g., Phishing, Vishing)

Physical Security Tests

Legal Protection

We will not pursue legal action against individuals who report vulnerabilities in good faith and in compliance with these guidelines.

Contact

For questions about these guidelines, please contact our security team at service@growatt-service.com

Other important notice

(1) Customers can contact Growatt via phone, email, instant messaging App, etc. Customers are required to following Growatt’s instruction to fill in a Warranty Claim Form and send to us via  email, or fill in the Warranty Claim Form online via Growatt Online Service System, as instructed by  Growatt. Here is the basic information required for warranty claims:  

1) Product Model, Serial Number. 

2) System configuration details (Panels per string, number of strings, parallel or in series  scheme, grid category, grid voltage rating, grid frequency rating). 

3) Fault description (Error message or error code on LCD display. Pictures, or other fault  information) 

Note: Growatt reverse the right to reject the warranty claims without the necessary  information. In this case, it’s the customer to responsible for the loss or any other  consequence. 

(2) Standard warranty service is provided for products with a valid warranty. It’s excluded from  warranty are damages due to: 

• Breaking the product seal / opening the casing without permission from Growatt 

• Transport damage 

• Incorrect installation or commissioning; For example, incorrect DC or AC pole wiring /  connection, loose DC or AC pole wiring / connection, which lead to the damage of inverter. 

• Failure to observe the user manual, the installation guide, and the maintenance regulations 

• Unauthorized Modifications, changes, or attempted repairs 

• Incorrect use or inappropriate operation 

• Insufficient ventilation of the device 

• Failure to observe the applicable safety regulations 

• Force majeure (e.g., lightning, overvoltage, storm, fire) For warranty invalid products, Growatt would charge for service, example, spare parts cost,  labor cost for products. Or according to maintenance contract, if there is maintenance contract  signed.

(3) The above terms & conditions (together with the warranty card in product packing, and the  affixed warranty documents) had described all responsibilities for products Growatt sold, it  removes the other apparent & hint guarantee. Without formal document confirmation,  Growatt would not responsible for any responsibilities beyond of this warranty term. When  product is in use under warranty, Growatt’s responsibility is limited to service replace and  service repair according to the warranty terms & conditions, no further assurance, obligation,  or responsibility. If specified by law, Growatt would perform in accord with the law. 

(4) OEM products are not applicable with this warranty terms & conditions. Warranty for OEM  product should comply with the contract. 

Please note Growatt reverse the ultimate explanation right on this service commitment