Warranty and complaints

Here you can read about your rights if an item is faulty – and what to do if you want to make a complaint or use the warranty.

Right to complain – 24 months

As a consumer, you have a 24-month right to complain under købeloven (the Danish Sale of Goods Act). If the item was faulty when you received it, you can have the fault repaired, have the item replaced, get your money back or get a price reduction. Make your complaint within a reasonable time after discovering the fault – a complaint made within 2 months is always considered timely.

3-year warranty on LithiumPro batteries

All LithiumPro batteries come with a 3-year warranty from the date of purchase. The warranty covers faults in the battery itself – e.g. if cells, the BMS or other internal electronics fail. In that case, we will troubleshoot and repair the battery at our expense, and in the worst case you will get a new battery.

Extended warranty – 8 years in total

Extends the warranty by 5 years – from 3 to a total of 8 years from the date of purchase.
The price is 10% of the battery price and is shown at checkout.
Must be purchased in the same order as the battery and applies only to the battery it was purchased for.
Covers the same as the standard warranty and follows the battery's serial number.
If you cancel your purchase of the battery within the withdrawal period, the extended warranty will also be refunded.

What the warranty does not cover

Batteries that have been dropped, struck or otherwise physically damaged
Batteries that have been opened, disassembled, modified or repaired by anyone other than LithiumPro
Incorrect installation, reversed polarity or short circuit
Charging with a charger or solar charge controller without a LiFePO4 profile or with an incorrect charging voltage
Loads beyond the stated specifications, e.g. max. discharge current
Changes to the BMS factory settings or system parameters
Water and fire damage and other external influences
Normal, age-related capacity loss

The warranty is in addition to – and does not limit – your right to complain.

Victron and Deye

For products we resell, the manufacturer's warranty applies: Victron up to 5 years and Deye inverters up to 10 years. The applicable period is stated on the product page or in the manufacturer's warranty terms.

How to make a complaint or warranty claim

Write to info@lithiumpro.dk with your order number, a short description of the fault, photos or video – ideally a screenshot from the app – and the battery's serial number.
We will get back to you and help with troubleshooting. Many problems can be solved with the right settings.
If the item needs to be returned, we will arrange the shipping with you. Do not send a lithium battery until we have agreed on it – it is classed as dangerous goods and must be packed correctly.
If the fault is covered by the right to complain or the warranty, we will pay the reasonable shipping costs.
We will find a solution: repair, replacement or refund – depending on the fault.

Custom-made batteries

Custom-made batteries and customised solutions are made to your requirements. There is therefore no right of withdrawal on them (forbrugeraftaleloven § 18, stk. 2, nr. 3 – the Danish Consumer Contracts Act). The right to complain applies as normal.

Items from "Rodekassen" (bargain bin)

Items in the "Rodekassen" category may be used, have cosmetic defects or have been returned from a previous order, and they are priced accordingly. Known faults and defects are stated in the item description. Our 3-year warranty does not apply to these items, but your right to complain and right of withdrawal apply as for other items – except for faults we disclosed before the purchase.

Complaint options

If we cannot reach an agreement, you can complain to Center for Klageløsning (the Danish Centre for Complaint Resolution), Nævnenes Hus, Toldboden 2, 8800 Viborg. You submit your complaint via naevneneshus.dk.

Contact

LithiumPro ApS
Bringstrupvej 71, 4100 Ringsted, Denmark
CVR (Danish company reg. no.): 45088332
Phone: +45 60 46 84 10
Email: info@lithiumpro.dk