FREQUENTLY ASKED QUESTIONS
1. Warranty scope: The original battery is covered by a 12-month warranty, and all non-human damages (no self-disassembly, no water ingress, no exposure to high temperatures) are covered.
2. Responsibility definition: For man-made damages (such as violent disassembly, water ingress, and overload use), the user is required to pay for the material and repair costs, and may choose to pay for battery replacement.
3. Service channel: During the warranty period, customers can send back defective products, and our company will arrange for repairs or expedite the replenishment of the product within 48 hours.
problem manifestation
After connecting the charger, no indicator light comes on, the charging indicator light is off/constantly on but not charging, or it shows full charge after a few minutes but actually has no power
solution
1. First, check the charger and charging cable: Replace them with original chargers/cables of the same specification, and confirm that the charging interface is not loose or oxidized (you can wipe away dust from the interface with a cotton swab).
2. Check the connection between the battery and the device/charger: Re-insert and remove the battery to ensure it is fully engaged in the slot; if the battery is detachable, confirm that the contacts are free of dirt and deformation.
3. If the battery has been idle for a long time (over 3 months): You can try to activate it by charging it continuously for 2-3 hours; if it still doesn't work, it is determined that the battery cell is depleted and a replacement should be applied for.
4. Warranty: Free replacement within 7 days for non-human damage, and free repair within 12 months.
problem manifestation
After being fully charged, the usage time is far shorter than the labeled battery life, the battery level drops suddenly from 50% to 0%, and it automatically shuts down without any reason
solution
1. Environmental adaptation: Low temperatures in winter (below 0℃) can lead to a decrease in battery activity. It is recommended to use/charge the battery in an environment with temperatures ranging from 5-35℃, and avoid outdoor operations in low temperatures.
2. Load matching: Confirm that the power of the tool used does not exceed the rated output of the battery (e.g., do not pair a high-power angle grinder with a low-capacity battery). Overloading will accelerate wear and tear.
3. Loss investigation: If the battery has been used for more than one year, there is a high probability that the battery cell has naturally aged. You can visit our store to have the battery cell attenuation rate tested. If it exceeds the standard, the battery cell/battery will be replaced free of charge.
4. Daily maintenance: Avoid storing the battery with full or empty charge for a long time. When idle, keep the battery charge between 30% and 60%, and recharge it once a month.
problem manifestation
The battery casing has expanded and deformed, with liquid leaking out and emitting a pungent odor.
solution
1. Immediate cessation of use: It is strictly prohibited to charge, disassemble, or squeeze batteries that have expanded or leaked, in order to prevent short circuits, fires, or skin corrosion from the liquid.
2. Safe handling: Wear gloves, place the battery into an insulated container, and contact customer service for on-site recycling (do not dispose of it casually as it is hazardous waste).
3. Compensation Policy: Both battery swelling and leakage are considered quality issues. Regardless of the length of purchase, we will replace the battery with a brand new one free of charge and compensate for reasonable maintenance costs incurred due to corrosion of the tool interface.
problem manifestation
During charging, the battery temperature exceeds 50℃, and during operation, the battery is hot to the touch (making it impossible to hold), accompanied by an alarm prompt
solution
1. Cooling treatment: Immediately stop using/charging, move the battery to a shady and ventilated place for natural cooling, and do not soak it in cold water or apply ice.
2. Scene adjustment: Avoid continuous operation in high-temperature environments (such as outdoor at noon in summer, enclosed spaces), reduce the duration of each work session by 30%, and allow for intermittent heat dissipation.
3. Inspection and repair: If the device still exhibits abnormal heating after cooling down, it is necessary to visit our store for inspection of the battery protection board/battery cell. If the damage is not caused by human factors and is within the warranty period, we will replace the faulty component free of charge.
problem manifestation
The device prompts "Battery not installed", cannot start the tool, and batteries of different brands cannot be interchanged
solution
1. Compatibility confirmation: Check the battery model and tool model (e.g., do not pair an 18V lithium battery tool with a 20V battery), and prefer to use the original matching battery.
2. Re-matching: After removing the battery, wipe the device and battery contacts, and then restart the tool; for some tools, you need to press and hold the power button for 3 seconds to complete battery recognition.
3. Cross-brand issues: If the battery is from a third party, it is recommended to replace it with the original one; if the original battery encounters identification issues, it will be replaced free of charge within the warranty period.
