Sample Answers to Common Questions

1. Quality and Safety: Does the product have quality certifications (such as CE, UL, CCC)? What safety measures are in place?

A: Yes, we attach great importance to product quality and safety. All of our products have passed authoritative certifications that meet international and industry requirements, such as CE (European Conformity Certification) and CCC (China Compulsory Certification). Some products are also UL (Underwriters Laboratories) certified. Please refer to the product details or accompanying documentation for specific product certification information.

In terms of safety measures, we employ multi-layered protection:

Design: Use flame-retardant materials, anti-electric shock structural design, and overvoltage/overcurrent protection mechanisms.

Hardware: Core products (such as batteries and charging stations) have built-in intelligent management systems (such as BMS) that provide multiple protections against overcharge, over-discharge, overtemperature, and short circuits.

Software: Firmware monitors operating status in real time and automatically issues warnings or shuts down the system if an anomaly is detected.

2. Warranty Policy: How long is the warranty period? What is covered? What are the conditions not covered?

A: We provide comprehensive warranty services to our customers. Warranty Period: Most products come with a standard one-year warranty, with some core components (such as batteries) offering longer warranty periods.

Warranty Coverage: This warranty covers performance failures caused by defects in materials or workmanship. This includes: abnormal battery capacity degradation, inverter malfunction, charging station motherboard failure, etc., subject to actual circumstances.

Exclusions: The following are not covered by this warranty:

Damage caused by human error, misuse, negligence, or accidents.

Unauthorized disassembly, modification, or repair.

Failure to install, operate, or maintain the product in accordance with the product manual.

Damage caused by force majeure such as natural disasters.

Normal performance degradation and wear and tear.

3. After-Sales Service: What if a problem occurs? Is technical support available? How long is the repair cycle?

Answer: We have a professional after-sales service system to protect your rights.

Problem Handling: If you encounter a problem with your product, please contact us immediately via [Please fill in, e.g., online customer service, hotline, email address]. Our customer service staff will provide initial troubleshooting guidance. Technical Support: We provide 24/7 online technical support, and our professional team of engineers can assist you with complex technical issues, providing remote installation and troubleshooting guidance.

Repair Time: For products requiring factory repair, we typically complete and ship the repair within 7-15 business days of receiving the defective part. We strive to minimize turnaround time and provide timely updates on progress.

4. Compatibility: Will this product be compatible with my existing equipment (e.g., my vehicle, my battery)?

A: Compatibility is a key concern for both us and our customers.

To ensure 100% compatibility, please provide detailed model information of your existing equipment (e.g., electric vehicle brand, battery rated voltage, and capacity) before purchasing.

Our product pages typically list compatible brands and models.

Our customer service team can provide professional compatibility verification services. We strongly recommend confirming compatibility with us before placing an order to avoid unnecessary inconvenience.

1. Charging Station

Q: What are the installation requirements? Do I need to apply for a separate electricity meter?

A: Yes, we recommend that you apply for a separate new energy meter for the charging station. This is the safest and most economical option, and you can qualify for renewable energy electricity rates. Installation requirements primarily include: a dedicated parking space, proof of installation consent from the property management company, and registration with the State Grid (or local national grid). Our customer service can provide detailed guidance on the application process.

Q: How long does it take to fully charge a vehicle?

A: Charging time depends on the vehicle's battery capacity and the charging station's power. The formula is: Battery capacity (kWh) ÷ Charging station power (kW) ≈ hours. For example, charging a 60kWh battery with our 7kW charger takes approximately 8.5 hours. We offer a variety of power options (7kW, 11kW, 21kW, etc.) to meet different needs.

Q: Is it rainproof and lightningproof? Is it suitable for outdoor installation?

A: Absolutely. Our chargers are designed to meet IP54 and above dust and water resistance ratings. The rugged, weather-resistant materials are designed to withstand a wide range of outdoor conditions. Furthermore, they feature a built-in lightning protection module to ensure safe use during thunderstorms (although caution is advised in extreme weather).

2. 3C Power Batteries / Lithium Batteries / Sodium-Ion Batteries / Battery Packs

Q: What is the battery lifespan? How many cycles are available?

A: Our lithium-ion battery products typically have a cycle lifespan of over 2,000 cycles (maintaining 80% of capacity under national standards), and can last 5-8 years under normal use. Sodium-ion batteries have even longer cycle lives, generally exceeding 3,000 cycles. The specific lifespan varies depending on usage habits and environment.

Q: What about safety? How do we prevent overheating, fire, or explosion?

A: Safety is our top priority.

Lithium iron phosphate (LFP) batteries: They are chemically very stable and have a high thermal runaway temperature, making them one of the safest commercially available lithium-ion batteries, rarely experiencing combustion or explosion.

Ternary lithium batteries: They offer higher energy density, but we ensure safety through rigorous monitoring and management using high-quality cells and a robust battery management system (described below).

Sodium-ion batteries: They offer higher intrinsic safety, improved thermal stability, and no overdischarge, making them safer than lithium batteries. All battery packs feature flame-retardant casing and multiple circuit protections.

Q: What is the battery capacity (kWh or Ah)?

A: We offer a wide range of capacity specifications, from portable power banks with tens of Ah to large-scale energy storage systems with hundreds of kWh. Please refer to the product details page for the specific specifications, which clearly indicate the rated capacity (Ah) and rated energy (kWh).

Q: What are the advantages and disadvantages of sodium-ion batteries compared to lithium batteries?

A:

Advantages of sodium-ion batteries: 1) Lower cost (sodium resources are abundant); 2) Excellent low-temperature performance (maintains high capacity at -20°C); 3) Safer.

Disadvantages of sodium-ion batteries: 1) Energy density is currently slightly lower than that of ternary lithium (but close to that of lithium iron phosphate); 2) The maturity of the industry chain is rapidly developing.

Sodium-ion batteries are a powerful complement and extension of lithium battery technology, and are particularly suitable for applications with stringent requirements on cost, safety, and low-temperature performance.

Q: Does the battery pack come with a battery management system (BMS)? What functions does a BMS have?

A: Yes, all our battery packs come standard with an intelligent BMS. This is the "brain" of the battery, and its core functions include:

Intelligent battery charge calculation: Accurately displays the remaining charge (SOC).

Multiple protections: Overcharge, over-discharge, overcurrent, short circuit, overtemperature, and low-temperature protection.

Cell balancing: Ensures consistent voltage across all cells, extending overall lifespan.

Communication: Exchanges data with devices and supports status monitoring.

3. Inverter

Q: What are the rated power and peak power? Can it power my air conditioner/refrigerator?

A: We offer a comprehensive range of inverter models. Rated power refers to the continuous output power, while peak power refers to the short-term starting power (usually 2-3 times the rated power) that can be sustained. It is used to start inductive loads such as motors.

For example, an inverter with a rated power of 3000W and a peak power of 6000W can easily power most household refrigerators (starting power of approximately 1000W) and a 1.5-horsepower air conditioner (starting power of approximately 2000-3000W). Please let us know the appliance model you intend to power before purchasing, and we will provide you with an accurate recommendation.

Q: What is the conversion efficiency? Does it consume a lot of power?

A: Our inverters utilize advanced technology, achieving conversion efficiencies exceeding 90% (some models exceed 95%), meaning extremely low power loss. Under no-load conditions, power consumption is very low (typically less than 1%), saving energy.

Q: Does the output power supply pure sine wave or modified sine wave? Does it affect precision electrical appliances?

A: We strongly recommend and primarily offer pure sine wave inverters. Their output waveform is identical to mains power, making them perfectly compatible with all appliances, including laptops, medical equipment, audio equipment, and other precision instruments, without causing damage or noise. Modified sine wave inverters are only suitable for resistive loads (such as light bulbs and heating wires) and may damage precision electrical appliances.

4. Battery Accessories & Lithium Battery Chargers

Q: Is this charger fully compatible with my battery model? What are the risks of using it incorrectly?

A: We strongly recommend using a dedicated charger that matches my battery model. Our chargers are clearly labeled with the battery type (lithium/lead-acid), voltage (e.g., 48V), and capacity range. Using the wrong charger can pose significant risks, including: 1) undercharging or overcharging, which can damage the battery; 2) causing thermal runaway, leading to fire or explosion; and 3) directly damaging the charger itself.

Q: Does the charger fast charge or slow charge? What is the charging current?

A: We offer chargers with different specifications. Slow charging typically has a current of 0.2C-0.5C (e.g., 20A-50A for a 100Ah battery), which helps extend battery life. Fast charging has a higher current (up to 1C or higher), which can significantly shorten charging times. Please select based on your battery specifications and urgent needs. Our customer service will assist you in making a decision.

Q: What are the materials and specifications of accessories (such as cables and housings)?

A: We insist on using high-quality accessories. The cables are made of pure copper wire that meets national standards, with a sufficient diameter, low resistance, and minimal heat generation, ensuring the safe passage of high currents. The outer shell is mostly made of flame-retardant ABS or PC material, which is durable and protects the internal components.

5. Electric Vehicle Parts

Q: What brands and models of electric vehicles are compatible with this part?

A: We provide a detailed list of compatible models on each product's detail page. If you are unsure, please provide your electric vehicle's brand, model, and year before purchasing. Our customer service will verify and ensure 100% compatibility.

Q: Is this an original or aftermarket part? Is there a difference in quality?

A: We provide high-quality aftermarket (branded) parts. Our parts are manufactured by well-known suppliers under a strict ISO quality management system. They are comparable to original equipment manufacturers in terms of material, craftsmanship, and performance, but at a more competitive price. They are backed by our quality guarantee and after-sales service.

1. Product Specifications and Performance

Q: "Please provide a detailed datasheet for this battery/inverter."

A: Of course. We prepare detailed technical datasheets in English and Chinese for each product. Please let us know your specific model number and we will email you immediately. You can also find them in the "Technical Documentation" or "Downloads" sections of the product page on our official website.

Q: "What is the maximum output power of this charger? Does it support the maximum charging power of my electric vehicle?"

A: This charger has a maximum output power of 21kW (380V three-phase). Most electric vehicles on the market have a maximum onboard charger (OBC) power rating between 7kW and 11kW, with a few high-end models supporting 21kW AC charging. Therefore, our charger not only fully meets your needs but also allows for future upgrades. Please provide your vehicle model so we can confirm compatibility.

Q: "How much will the capacity of this lithium battery decrease at -10°C?"

A: Temperature does affect battery performance. Our lithium iron phosphate batteries maintain approximately 85%-90% of their capacity at -10°C (compared to a room temperature of 25°C). We strongly recommend using battery insulation or a heating system to optimize performance in low-temperature environments. Sodium-ion batteries offer superior low-temperature performance, achieving a capacity retention rate exceeding 92% under similar conditions.

Q: "What is the standby power consumption of this inverter?"

A: Our inverter utilizes advanced low-power control technology, resulting in extremely low standby power consumption, typically less than 15 watts. This means that even without a load connected, the total power consumption is less than 0.36 kWh per day, making it extremely energy-efficient.

2. Compatibility and Installation

Q: "What vehicle or existing equipment information do I need to provide before purchasing to ensure product compatibility?"

A: To ensure complete compatibility, please provide the following information:

For vehicle-mounted products: Vehicle make, model, and year.

For batteries/inverters: Your existing equipment's rated voltage (e.g., 48V), system type (e.g., whether it includes a motor controller), and interface type (e.g., XT90, Anderson).

Our technical support team will use this information to provide a final confirmation. Q: "Does your company require a professional on-site installation technician to install the charging station? Is this included in the product price?"

A: We offer professional on-site installation services, but this service is usually an optional extra and not included in the standard product price. We will provide a transparent quote based on your location and the complexity of the installation environment (such as wiring distance). Upon confirmation, we will arrange for a certified engineer to visit you.

Q: "What are the dimensions and connectors of this battery pack? Can you provide drawings?"

A: Yes. In addition to the precise dimensions and connector definitions in the specifications, we can also provide detailed 2D/3D installation drawings (DXF or STEP format) to facilitate installation planning and structural design. Please let us know your requirements, and we will request and send them to you through our engineering department.

3. Business and After-Sales

Q: "Does the price include taxes and shipping?"

A: The prices listed on our website are generally tax-exclusive. The final transaction price will be subject to applicable Value Added Tax (VAT) calculated based on your shipping address. Shipping charges are calculated separately based on product weight, volume, and shipping address. You can see a breakdown of all charges on the checkout page.

Q: "How long does it take to ship after placing an order?"

A: For standard models, we typically ship within 1-3 business days after receiving payment. For customized products, the production lead time is approximately 2-4 weeks. Our sales representative will provide you with detailed delivery expectations after order confirmation.

Q: "What is our return and exchange policy if you discover an incompatibility or defect after receiving the product?"

A: We offer a 15-day, no-questions-asked return and exchange guarantee (products must be in good condition and unused). If the product is unusable due to inherent quality issues or inaccuracies in the compatibility information we provided, we will cover all shipping costs for returns and exchanges. Please refer to our "After-Sales Policy" page for detailed terms.

Q: "How does the warranty work? Is it a replacement only, or does it require shipping back for repair? Who pays for shipping?"

A: Our warranty policy is based on the principle of "defective parts are shipped back, and good parts are shipped first." Once a fault is confirmed, we prioritize shipping a replacement to minimize downtime. During the warranty period, we cover the return and exchange shipping costs due to quality issues.

Q: "Do you provide product liability insurance or safety certification?"

A: Yes. Our core products (such as batteries and charging stations) are covered by product liability insurance from reputable insurance companies, providing you with additional security. All certification reports (such as CE, UL, UN38.3,Las hojas de datos de seguridad (MSDS) están disponibles a solicitud. Son documentos esenciales para el despacho de aduanas y la certificación de seguridad del producto.

4. Detalles técnicos (para clientes más profesionales)

P: "¿De qué marca es la celda de la batería de litio? (p. ej., CATL, BYD, LG, etc.)"

R: Insistimos en utilizar celdas de marcas de primera línea para garantizar la calidad y la consistencia del producto. Dependiendo de la serie del producto, utilizamos principalmente celdas premium de fosfato de hierro y litio de CATL o BYD. El logotipo de la marca se puede ver claramente en la celda y aceptamos inspecciones y verificaciones de terceros.

P: "¿Qué características de protección ofrece el BMS (Sistema de Gestión de Baterías)?"

R: Nuestro BMS inteligente ofrece nueve protecciones principales, que incluyen:

1. Protección contra sobrecarga

2. Protección contra sobredescarga

3. Protección contra sobrecorriente

4. Protección contra cortocircuitos

5. Protección contra temperatura (sobretemperatura/subtemperatura)

2. Equilibrado de celdas

7. Monitoreo del aislamiento interno

8. Autodiagnóstico de fallas

9. Registro de datos históricos. P: "¿El inversor utiliza refrigeración activa (ventiladores) o pasiva?"

R: Depende del nivel de potencia. Nuestros inversores de baja potencia (≤3000 W) utilizan ventiladores inteligentes con control de temperatura para la refrigeración activa, que se activan solo cuando es necesario, logrando así un equilibrio entre eficiencia de refrigeración y un funcionamiento silencioso. Los inversores de alta potencia (>3000 W) utilizan un sistema de refrigeración activa con ventiladores de alta velocidad y conductos de aire mejorados para garantizar un funcionamiento estable con cargas pesadas.