Big Battery 48V ETHOS 10.2KWH (2 Module)

Tech Specs

Spec Sheet
User Manual
UL9540 Certification
Safety Data

Big Battery Warranty
In the unlikely event you are having an issue with one of our batteries, we have developed a straightforward Warranty & Return Policy servicing all customers in the USA:

• Real (10) Year Warranty: All our batteries come with a 10-Year Full Repair/Replacement Warranty. If our batteries malfunction due to component or manufacturing error, the product will be repaired or replaced free of charge.
• Full Lifetime Tech Support & Customer Service: All batteries include a Free Lifetime Technical Support & Troubleshooting Service. If you have any questions or need any help, simply call us at +1 (818) 280-3091 from 9am – 5pm, Monday – Friday, or send us an email anytime at support@bigbattery.com.
• Free Repair & Replacement: All batteries are built to last a minimum of 10 years. We stand by the quality of our batteries. If any parts within our battery fail due to defects or manufacturing error within the next 10 years, we will fix or replace your battery free of charge. In addition, for the first year of the warranty we will even cover all shipping costs from/to your purchase address within the continental US.
• Highest Quality Guarantee: BigBattery utilizes Tier 1 cells to provide the highest quality lithium battery packs in the USA. Depending on the model, use case and environment, your battery is designed to last between 3,500 – 8,000 cycles when used as intended within our published battery specifications.
• Covered Products: This Warranty covers all battery packs from the “Date Of Purchase” from BigBattery for 10 years and all accessories included for 30 Days.
• Automated Warranty Registration: No warranty registration is needed. Warranties are automatically recorded via an internal customer database via serial number and QR code.
• Product Manuals & Specification Sheets: BigBattery provides a proprietary QR code on every battery. Scan this QR code with any phone to view the Product Manual and Product Spec Sheet for your specific battery model. Providing these documents to you in a digital format helps to protect our environment and provides you the most updated information on your product in real time.
• Domestic Warranty Claim Support: To start a warranty claim, please email us directly at support@bigbattery.com to create a ticket. Include a written description of the problem and pictures if possible. Upon receipt, our Tech Support team will reach out to you within 24 – 48 hours to troubleshoot. If the battery has been purchased within a year of the issue being reported to BigBattery, you will be sent a Return Shipping Label at no cost. After the first year, you will have the option to pay for the shipping, or arrange your own shipping back to BigBattery. If the label is provided by BigBattery, please include a copy of this label in the return box or pallet when our 3rd party logistics provider arrives to pick up your return. All returns will be inspected prior to repair, replacement, or reimbursement, depending on the circumstances of return and availability of similar items. For detailed instructions, please review our Warranty Repair/Replacement Services section below.
• Returning Accessories: This Warranty includes a 30-Day replacement for all accessories (Anderson connectors, wiring, chargers, etc.) included with your battery. If the product is not defective or damaged upon return, refunds will be offered based on the purchase price of the unit minus a 20% restocking fee.
• Change Your Mind: That’s OK! All our batteries come with a 30-Day money back guarantee. Returns will be subject to a 20% restocking fee.
• Non-Transferable: Our Warranty applies to the original owner. If you wish to transfer your Warranty to another party, you can do so within 30 days of your purchase by sending a Warranty Transfer Request support@bigbiattery.com.
• Return Hazmat Fee: Due to the shipping regulations of lithium batteries, please note that some battery returns may require special documentation and packaging, and these instances could encounter extra fees if a customer is attempting to return a battery not covered by our Repair and Replacement Policy.
• Battery Abuse Disclaimer: This warranty does not cover damages resulting from misuse, abuse, accidents, alterations, or improper charging/installation of our product. Please scan the QR code on your battery and read the Manual prior to installation and charging. DIY modifications or damage due to gross negligence or abuse will void your Warranty.
• Fraud Protection: Repair, replacement, and refunds for your purchase will only be possible after your returned battery has been received and fully inspected at our facility.
• Limitation of Damages: In no event shall BigBattery, Inc. be liable for consequential damages due to breach of this Warranty.
• Customer Satisfaction: If buyers are not satisfied for any reason after speaking with Level 3 Tech Support and/or our Customer Service team, all original buyers may escalate dispute resolutions to our CTO for review. We aim to put our customers first, resolve any issues, and ensure that all customers are happy with their purchase from BigBattery.

Rev. March 2023

Warranty Details
10-Year Repair/Replacement Warranty Coverage Details: BigBattery, Inc. warrants the covered product to be free of all defects in material and workmanship for 10 years from the auto-registered date of purchase. This Warranty extends to the original buyer for the duration of 10 years.

All BigBattery batteries are designed to operate for a minimum of 10 years and require zero maintenance. Some BigBattery batteries can last up to 22 years depending on model, use case, and environmental variables.

BigBattery batteries are also guaranteed to hold a reasonable amount of capacity based on the time in service (see exclusion for details on limits). In the case of a diminished capacity claim, the customer has the option to return the battery to BigBattery for capacity testing. The battery will be fully bench tested to resolve the claim and a relevant full cycle test report will be provided to the customer. If the customer is deemed to be correct and the battery is diminished beyond the limits specified in the exclusion section, then the battery will be eligible for warranty resolution. The customer will not be responsible for the costs associated with testing regardless of the test results.

Within our 10-Year Warranty, BigBattery, Inc. will repair or replace, free of charge, any part proving defective in material or workmanship. All warranty repairs and service must be performed by an authorized BigBattery, Inc. technician, or at an authorized BigBattery, Inc. service facility (unless directed otherwise in writing by a BigBattery employee).

For the first year, the expenses related to returning and repairing a defective part assumed by BigBattery, Inc. within the Continental US include pickup, return shipping, repair, replacement and final shipping. This Warranty does not assume responsibility for disconnection, service interruption, or re-packing expenses per said return shipment. Customers with international warranty claims will need to cover the cost of shipping.

Warranty Exclusions
This warranty does not apply to any costs, repairs, or services for the following:

1. On-site service calls from 3rd parties.
2. Damage resulting from misuse, abuse, accidents, alterations, use other than intended application, collision, dropping, or improper installation.
3. Product was used out of specification, or undersized for the application.
4. Environmental damage, including caustic substances, salty, or outdoor exposure unless the battery is specifically
   indicated to be for outdoor use on the Product Label or in the Specification Sheet or the Product Manual.
5. Claims of diminished capacity of less than 12% in the first 5 years, or 25% from year 6 to the 10 year warranty period.
6. Corrective work necessitated by repairs made by anyone other than a BigBattery, authorized service technician - if not previously advised by BigBattery Tech Support.
7. Battery that has not been charged over a six month Batteries need to be charged regularly to maximize and maintain lifespan.
8. Warranty will be void if battery is opened, disassembled, or improperly altered, unless explicitly directed by BigBattery for technical support.

Warranty Repair/Replacement Services
Contact BigBattery Tech Support, confirm the problem, and identify the solution with our team. If the battery needs to come back to BigBattery for repairs or parts replacement, Customer Service will offer to arrange to and from our repair facility.

The buyer is required to pack the product according to the directions provided by Customer Service. The buyer should carefully cover and pack the battery needing repair, preferably in the original packing materials, in the same format as previously delivered (box/pallet) together with a copy of the original purchase receipt. Please write descriptions and updated notes on the receipt to better assist Tech Support in processing your repair or replacement.

All emails, notes, and calls are saved to assist our team in providing a speedy resolution. If the shipping is arranged by BigBattery, BigBattery assumes all liability with their scheduled carrier for the safe transportation of this battery to and from our repair facility listed below:

Return Address:
BigBattery, Inc.
21314 Lassen Street
Chatsworth, CA. 91311

Return Packing Instructions
Customers must take pictures of the product(s) being returned prior to packing and email these pictures to sales@bigbattery.com prior to returning. Based on your pictures, BigBattery will be able to hold the logistics provider responsible for any potential damages that could occur when the product is in transit.

Please safely pack your returned battery. Logistics carriers do NOT accept liability for unsafely packed batteries during transit. To eliminate damage in transit, please use the original box and foam inserts provided. If the original packing is not available, please pack your product in the same safe & secure format in which it was received via box/pallet for safe delivery to our repair center.

BigBattery assumes full responsibility to return your repaired and/or replaced batteries back to you. Transit will occur between your physical address and our authorized service center located at 21314 Lassen St. Chatsworth, CA 91311.

Legal
This warranty shall be governed by and interpreted in accordance with the laws of the state of California. No employee or representative of the manufacturer is authorized to provide any warranty in addition to those made in this agreement.

Rev. April 2023

Shipping is typically through freight carriers and the actual shipping time is contingent on your location and the specific warehouse dispatching your order. Please allow for a 1-3 business day processing period before shipment, and an estimated delivery time of up to 7 business days. Your confirmation email will include delivery details and we will send you a tracking number as soon as one is available. If you ordered several separate items, you may receive multiple tracking numbers. Once the item has been shipped, the freight service will contact you to coordinate the date and time of delivery. If you require any special accommodations during delivery please let us know as soon as possible and let the delivery company know when arranging the appointment.

Typically, orders will be dropped off either curbside or outside your front door or garage. It is your responsibility to bring the order inside or to its final destination and to remove any existing items.

Depending on the item, parts may be shipped in multiple boxes, and assembly may be required. When your order is delivered, please check that you have all pieces of the item and that nothing is damaged. If your order is damaged during transit and external damage is visible, note the damage immediately, write it on the delivery documents, take photos and/or videos, and refuse shipment. If there is no visible external damage, accept the package but note “subject to concealed damage” on the delivery documents. Any damage upon delivery needs to be reported within 24 hours of delivery or you may not be eligible for a refund. For additional information on submitting claims, as well as incorrect item exchanges, and replacements, please see our Refund Policy.

For more information about shipping, please visit our complete Shipping Policy.

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We partner with the best brands in the industry to bring you reliable, high-quality products. As authorized retailers, we guarantee authenticity and offer full manufacturer warranties on every item. You can trust that our products are built to last and perform efficiently.

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