Warranty and Return Policy to serve all our valued customers.
Real 10-Year Warranty
Full Lifetime Tech Support & Customer Service
Every product includes Free Lifetime Technical Support and troubleshooting service. Should you have any questions or require assistance, call us at +1 (868) 689-4232, available from 9 am – 5 pm, Monday – Friday, or send us an email anytime at customersupport@hikotechnicalservices.com
Free Repair & Replacement
Our batteries are engineered to endure a minimum of 10 years, and we stand by their quality. If any parts within our battery fail due to defects or manufacturing errors within the next 10 years, we will repair or replace your battery free of charge. Additionally, during the first year of the warranty, we will cover all shipping costs to and from your purchase address within the continental US. This only applies to big battery batteries.
Highest Quality Guarantee
At Hiko Technical Services Limited, our manufacturer 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 within our published battery specifications.
Covered Products
The 10 year warranty covers all bigbattery, battery packs from the date of purchase from Hiko Technical Services Limited for 10 years, as well as all accessories included for 30 Days.
Sungoldpower product(s) warranty periods ranging from 12 to 36 months, depending on the specific product. The warranty period commences on the day of purchase by the original consumer purchaser. To establish the start date of the warranty, you must provide the sales receipt from the initial consumer purchase or other verifiable documentation.
Automated Warranty Registration
Warranties are automatically recorded via our internal customer database using serial numbers and QR codes.
Product Manuals & Specification Sheets
BigBattery & Sungoldpower provides a product manual for all their products. Hiko Technical Services Limited will provide these documents in a digital format that not only helps protect the environment but also ensures you have access to the most up-to-date information about your product in real time.
Domestic Warranty Claim Support
To initiate a warranty claim, please email us directly at customersupport@hikotechnicalservices.com to create a ticket. Include a written description of the problem and pictures if possible. Our support team will reach out to you within 48 – 72 hours to troubleshoot. If the battery was purchased within a year of the issue being reported to Hiko Technical Services, you will receive a Return Shipping Label at no cost. After the first year, you will have the option to cover the shipping costs or arrange your shipping to return to our manufacturing facility. If a label is provided by BigBattery, please include a copy in the return box or pallet when our 3rd party logistics provider arrives to pick up your return. All returns will be inspected before repair, replacement, or reimbursement, depending on the circumstances of the return and the availability of similar items. For detailed instructions, please refer to our Warranty Repair/Replacement Services section below.
Returning Accessories
This Warranty includes a 30-day replacement for all accessories (such as Anderson connectors, wiring, chargers, etc.) included with your product(s). 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
If you change your mind, no worries! All our products come with a 30-day money-back guarantee. Returns will be subject to a 20% restocking fee. Contact our customer service team for a free shipping return label.
Non-Transferable
Please note that 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 to customersupport@hikotechnicalservices.com
Return Hazmat Fee
Due to shipping regulations for lithium batteries, some battery returns may require special documentation and packaging, which could incur additional fees if you attempt to return a battery not covered by our Repair and Replacement Policy.
Abuse Disclaimer
This warranty does not cover damages resulting from misuse, abuse, accidents, alterations, or improper charging/installation of our product. We recommend scanning researching and reading the manual(s) before 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 products have been received and fully inspected at our facility.
Limitation of Damages
In no event shall Hiko Technical Services Limited be liable for consequential damages due to a 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 prioritize our customers, resolve any issues, and ensure that all customers are delighted with their purchase of Hiko Technical Services Limited.
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 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 the model, use case, and environmental variables.
BigBattery batteries are also guaranteed to maintain 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 undergo comprehensive bench testing to resolve the claim, and a relevant full-cycle test report will be provided to the customer. If the customer is deemed 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, we 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 technician or at an authorized service facility unless directed otherwise in writing by Hiko Technical Services Limited and our Partners.
For the first year, the expenses related to returning and repairing a defective part within the Continental US are assumed by Hiko Technical Services Limited and our Partners which 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:
- On-site service calls from a 3rd party.
- Damage resulting from misuse, abuse, accidents, alterations, use other than the intended application, collision, dropping, or improper installation.
- The product was used out of specification, or undersized for the application.
- Environmental damage, including exposure to caustic substances, salty, or outdoor conditions unless the products are specifically indicated for outdoor use on the Product Label, Specification Sheet, or Product Manual.
- Claims of diminished capacity of less than 12% in the first 5 years, or 25% from year 6 to the 10-year warranty period for our batteries.
- Corrective work necessitated by repairs made by anyone other than an authorized service technician unless previously advised by our manufacturers.
- The battery has not been charged for over six months. Batteries need regular charging to maximize and maintain their lifespan.
- Warranty will be void if the product is opened, disassembled, or improperly altered unless explicitly directed by Hiko Technical Services Limited for technical support.
Warranty Repair/Replacement Services
Contact Hiko Tech Support to confirm the problem and identify the solution with our team. If the product needs to be returned for repairs or parts replacement, Customer Service will arrange transportation to and from our repair facility.
The buyer is required to pack the product according to the directions provided by Customer Service. Carefully package the products requiring repair, preferably in the original packing materials, in the same format as previously delivered (box/pallet), along with a copy of the original purchase receipt. Include descriptions and updated notes on the receipt to 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 shipping is arranged by our manufacturers, we assume all liability with our scheduled carrier for the safe transportation of the products to and from our repair facility.
Return Packing Instructions
Customers must provide pictures, videos, and the order number of the product(s) being returned before packing and email these pictures to customersupport@hikotechnicalservices.com before returning. Based on your evidence Hiko Technical Services Limited will be able to hold the logistics provider responsible for any potential damages that could occur during transit. Ensure the safe packing of your returned products. Logistics carriers do NOT accept liability for unsafely packed batteries during transit. To prevent damage during transit, please use the original box and foam inserts provided. If the original packing is unavailable, pack your product in the same safe and secure format in which it was received, via box/pallet, for safe delivery to our repair center. With our manufacturer support, we assume full responsibility for returning your repaired and/or replaced products to you.
Legal
No employee or representative of the manufacturer is authorized to provide any warranty in addition to those made in this agreement.
Shipping Policy
Double-Check Your Address
To ensure proper delivery and receipt of your package within the specified time frames, please verify that your address is accurate and includes all relevant information such as abbreviations, street numbers, building or apartment numbers, and route details (if applicable). We cannot assume responsibility for lost, misplaced, or incorrectly delivered shipments if the provided address information is inaccurate or entered incorrectly during the purchase process.
Per International Shipments
For international shipments, we do not ship to areas outside of the continental United States. If buyers wish to purchase our products in the USA for use in another country, they are responsible for arranging their shipping from our facilities to their destination where the goods will be imported on behalf of the consignee/buyer. The consignee will be responsible for taxes and duties in addition to the purchase price of the goods.
Processing Time
After your payment is authorized and verified, standard online orders will take an estimated 7 – 14 business days to process and ship from our US facilities. Once picked up by our logistics providers, these orders are subject to processing times determined by the logistics provider, depending on various factors. Standard domestic orders within the continental United States are projected to be delivered in 7 – 14 business days. Depending on your geographic location within the United States, you can expect to receive your purchase from Hiko Technical Services Limited at your provided address within 14 – 28 business days, excluding holidays. Please check your email for the tracking number provided upon release for more information.
At Hiko Technical Services Limited, we prioritize logistics carriers with a track record of successfully delivering our goods safely and on time. If you encounter any issues with our logistics providers, please get in touch with us at customersupport@hikotechnicalservices.com to help us improve our logistics process by eliminating underperforming carriers. We continually strive to provide the best service, so we appreciate your feedback to enhance our logistics operations.
Shipping Rates & Timelines
Please note that orders may take 7 – 14 business days from the date they are picked up from our US-based manufacturing facility, not from the date of placement. The actual duration will depend on the chosen shipping method at checkout and the final destination of the order. Once your order has been shipped from our facility, you will receive an email containing tracking information. In certain cases, alternative carriers may be selected at our discretion to meet specific shipping requirements. Your final shipping cost will be displayed during checkout on our website. For wholesale orders, logistical costs can be found on your invoice. For any updates or inquiries regarding logistics, please contact your designated B2B representative.
Shipping Fees
Please be aware that shipping fees are non-refundable. In cases where you decline delivery of a shipment from Hiko Technical Services Limited, you will be responsible for the original shipping charges as well as the costs associated with reverse logistics. These costs will be deducted from any credit issued to you
Delivery Claims
If you experience a non-delivery or your tracking information indicates that your package was delivered by the carrier but you have not received it, you must contact us within 10 days to file a claim. We will assist you in working with the carrier to complete the claims process and locate your order. Please note that the claims process may take up to 30 days to resolve, depending on the shipping carrier used. Hiko Technical Services Limited does not take responsibility for packages that the carrier confirms as delivered. We do not issue refunds or credits for packages confirmed as delivered by the carrier.
Out Of Stock Items
In cases where your order includes multiple items and one or more of the items are out of stock, we will attempt to notify you. Subsequently, we will ship the remaining items in your order and issue a refund to your original payment method for the item(s) that are not in stock.
Reserved Rights Regarding Shipping
While we make every effort to accommodate your shipping and billing preferences, we reserve the right to require customers to use a common shipping and billing address in situations where we are unable to process an order or verify a provided shipping address. Hiko Technical Services Limited reserves the right to define, limit, refuse, and/or cancel orders from customers at any time due to the following reasons:
- An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items.
- Potential fraudulent or criminal activity.
End-of-Life Policy
Our Manufacturer offers free recycling services for all our lithium batteries. Traditional battery recycling has not always been a straightforward process, often requiring individuals to find a certified recycler and pay for costly shipping. BigBattery aims to simplify this process. Currently, BigBattery is the only US battery manufacturer offering free recycling services for all our products. We are willing to assist customers in shipping our products back to our facilities, where we will recycle them at no additional cost. We maintain a Zero Landfill Policy and have partnered with certified recyclers to ensure these batteries do not end up in landfills.
Privacy Policy
Personal Information
Personal information you may provide to us through the service or other means includes:
- Contact data, such as personal or business contact information, including your first and last name, email and mailing address, phone number, professional title, and company name.
- Registration data, including information provided for account registration or event sign-ups, such as your date of birth and the event you registered for.
- Data about others, such as name, delivery address, and phone number, for items purchased or gifted, provided you have permission to share this information.
- Profile data, including your username and password for online account creation, as well as your interests and preferences.
- Communications data, including information you provide when contacting us with questions, feedback, survey responses, or other correspondence.
- Marketing data, including email addresses or contact details used for sending marketing communications, as well as your communication preferences regarding our activities, events, sweepstakes, and contests.
- Purchase data, including order history and information required for order processing and fulfillment, such as order details, billing address, and delivery address.
- Other information collected for specific purposes not listed here, used by this Privacy Policy, or as disclosed during collection.
- Data from other sources, including information obtained from business partners, data providers, and public sources such as blogs, forums, or social media.
- Information obtained from third-party platforms, such as data collected when logging into the sites via third-party platforms like Google or Facebook or connecting your account through the Service to a third-party platform or network. This may include information shared via the third-party platform or network, such as your friends list or email address.
Automatic Collection
We and our service providers may automatically log information about you, your computer or mobile device, and your activity occurring on or through the Sites. This may include:
- Device data, such as operating system type and version, manufacturer and model, browser type, screen resolution, IP address, the website you visited before our site, and general location information (e.g., city, state, or geographic area).
- Online activity data, such as pages or screens viewed, time spent on each, navigation paths between pages or screens, information about your activity on specific pages or screens, access times, and duration of access.
Cookies and Similar Technologies
Some of our automatic data collection is facilitated by cookies and similar technologies. Please refer to our Cookie Policy for more information about how we use cookies and similar technologies.
Information Usage
We may use the information we collect for various purposes, including but not limited to:
- Providing, maintaining, and improving our products and services, including processing transactions and fulfilling orders.
- Delivering the information, products, or services you request and sending transaction notifications.
- Sending you technical notices, updates, security alerts, and support and administrative messages.
- Responding to your comments, questions, requests, and providing customer service.
- Communicating with you about products, services, offers, promotions, rewards, and events offered by Hiko Technical Services Limited and others, and providing news and information we think will be of interest to you.
- Monitoring and analyzing trends, usage, and activities in connection with our Services, and for marketing or advertising purposes.
- Detecting, investigating, and preventing fraudulent transactions and other illegal activities, protecting the rights and property of Hiko Technical Services Limited and others, and complying with our legal obligations.
- Personalizing and improving the Services and providing advertisements, content, or features that match user profiles or interests.
- Linking or combining information we receive from others to help understand your needs and provide you with better service.
- Carrying out any other purpose for which the information was collected.
Information Sharing
We may share personal information as follows or as otherwise described in this Privacy Policy:
- With vendors, consultants, and other service providers who need access to such information to carry out work on our behalf.
- In response to a request for information if we believe disclosure is by any applicable law, regulation, or legal process, or as otherwise required by any applicable law, rule, or regulation.
- If we believe your actions are inconsistent with our user agreements or policies, or to protect the rights, property, and safety of Hiko Technical Services Limited or others.
- In connection with, or during negotiations of, any merger, sale of company assets, financing, or acquisition of all or a portion of our business by another company.
- With your consent or at your direction.
Your Choices
Account Information
You may update, correct, or delete your online account information at any time by logging into your account and navigating to the appropriate settings or by contacting us.
Email Communications
You can opt out of receiving promotional email communications from us by clicking on the “unsubscribe” link provided in such communications. Please note that you may not opt out of receiving transactional or administrative communications regarding our products or services.
Cookies
Most web browsers are set to accept cookies by default. If you prefer, you can usually choose to set your browser to remove or reject browser cookies. Please note that if you choose to remove or reject cookies, this could affect the availability and functionality of our websites.
Security
We take reasonable measures to help protect your personal information from loss, theft, misuse, unauthorized access, disclosure, alteration, and destruction. However, no data transmission or storage system can be guaranteed 100% secure. If you have reason to believe that your interaction with us is no longer secure, please immediately notify us by the “Contact Information” section below.
+1 (868) 689-4232, available from 9 am – 5 pm, Monday – Friday, or send us an email anytime at customersupport@hikotechnicalservices.com
Children's Privacy
Our Services are not directed to children under the age of 13, and we do not knowingly collect personal information from children under 13. If we learn that we have collected personal information from a child under 13, we will take steps to delete such information. If you become aware that a child has provided us with personal information, please contact us.
Changes to this Privacy Policy
We may update this Privacy Policy to reflect changes to our information practices. If we make any material changes, we will notify you using a notice on our services before the change becomes effective. We encourage you to periodically review our policies page for the latest information.
Contact Information
If you have any questions about this Privacy Policy, please contact us:
+1 (868) 689-4232, available from 9 am – 5 pm, Monday – Friday, or send us an email anytime at customersupport@hikotechnicalservices.com
Please note that this Privacy Policy applies to information collected through our websites, products, and services, as well as any other information provided to us by other means. By using our Services, you consent to this transfer and processing of your information in the United States and other countries where we may operate.
Please be aware that this is a general privacy policy, and specific terms and conditions may apply depending on your location and the services you use. It’s essential to review the privacy policy provided by Hiko Technical Services Limited carefully and contact them if you have any questions or concerns about your privacy rights and how your personal information is used and protected.
Email: sales@hikotechnicalservices.
Tel: 1 (868)-689-4232
