Warranty Provider: NRG Distribution B.V.
Trade Names/Webshops: Marstek Power and BatteryDeals.eu
Address: Westvlietweg 67, 2495 AA The Hague, The Netherlands
Email: info@NRG-Distribution.eu
Websites: Marstek-Power.eu / BatteryDeals.eu
Commercial Warranty Area: The Netherlands and Belgium, unless explicitly stated otherwise for the relevant product
Total Commercial Warranty Period: 10 years from the original purchase date
At Marstek Power, quality and reliability are our top priorities. That is why we offer a total commercial warranty of 10 years on designated Marstek products.
This 10-year commercial warranty consists of:
Years 1 and 2: 2-year commercial replacement warranty;
Years 3 through 10: commercial product warranty.
The first two years are part of the same total 10-year commercial warranty period. During these first two years, a specific replacement arrangement applies. From the third year onwards, the commercial warranty remains in effect under the terms of the 10-year product warranty.
The commercial warranty is an additional warranty and is provided in addition to the consumer's statutory rights. These warranty terms do not limit, replace, or exclude any statutory consumer rights.
The commercial warranty and technical support provided by Marstek Power are exclusively available for Marstek products purchased through:
Marstek-Power.eu
BatteryDeals.eu
For products purchased through other sales channels, this commercial warranty and technical support do not apply unless otherwise agreed in writing in advance.
This does not affect any statutory rights the customer may have against the seller from whom the product was purchased.
In addition to the commercial warranty, consumers have statutory rights when a product does not conform to the agreement or does not possess the characteristics that the consumer could reasonably expect under applicable law and the agreement.
Statutory warranty rules may differ depending on the country in which the consumer resides and the applicable legislation.
For consumer sales in the Netherlands, there is no fixed general statutory warranty period of two or ten years. Statutory protection depends, among other things, on the type of product, its price, the information provided about the product, and the reasonable lifespan that the consumer could expect.
For consumers in Belgium, the statutory conformity warranty applies in accordance with applicable Belgian legislation.
In consumer sales, the seller is responsible for fulfilling the statutory warranty. A manufacturer or supplier cannot automatically assume this responsibility towards the consumer.
Where a consumer is legally entitled to a free remedy due to a defect, the statutory remedy will be provided in accordance with applicable law.
This commercial warranty does not affect such statutory rights.
The commercial warranty is valid for a total of 10 years from the original purchase date, unless a different warranty period is explicitly stated for the relevant product.
The commercial warranty applies exclusively to products for which this warranty is explicitly offered and which were purchased through Marstek-Power.eu or BatteryDeals.eu.
The commercial warranty covers demonstrable manufacturing and material defects that occur under normal and proper use of the product and that become apparent within the applicable commercial warranty period.
During the first two years, the 2-year commercial replacement warranty applies.
If, following assessment or technical inspection, it is determined that the product has a defect covered by the commercial warranty, the product will in principle be replaced free of charge.
If the same product is no longer available, NRG Distribution B.V. / Marstek Power may offer an equivalent or technically comparable replacement product.
The commercial replacement warranty does not automatically entitle the customer to a refund of the purchase price, unless required by applicable law or the circumstances of the case.
The replacement warranty applies exclusively to defects that actually fall within the scope of the commercial warranty.
From the third through the tenth year, the commercial warranty remains in effect as a 10-year product warranty.
If it is determined that a defect falls under this commercial warranty, an appropriate solution will be provided.
Depending on the nature of the defect, this may consist of:
repair;
replacement of a component;
replacement of the product;
exchange;
or another appropriate solution.
If the same product is no longer available, an equivalent or technically comparable product may be offered.
The commercial warranty ends upon expiry of the full 10-year period from the original purchase date.
This commercial warranty does not affect any statutory rights that the consumer may still have after this period has expired.
The commercial warranty is intended to cover demonstrable:
manufacturing defects;
material defects;
technical defects resulting from a manufacturing or material defect;
defects arising under normal and proper use of the product.
The commercial warranty applies only insofar as the defect is not caused by an issue excluded from coverage under these warranty terms.
For batteries and energy storage systems, normal wear and normal capacity degradation are not automatically considered manufacturing or material defects.
A battery may lose capacity during normal use. Such normal degradation is covered by the commercial warranty only if this is explicitly guaranteed for the relevant product.
To make a claim under the commercial warranty or request technical support, the customer must provide proof of purchase.
The original invoice, order confirmation, or another valid proof of purchase may be used for this purpose.
The proof of purchase must demonstrate that the relevant product was purchased through:
Marstek-Power.eu, or
BatteryDeals.eu.
We recommend that customers retain their proof of purchase for the entire warranty period.
The absence of an invoice does not automatically remove any statutory consumer rights where the purchase can be demonstrated by another legally valid means.
To make a claim under the commercial warranty, the customer must, where technically possible, first complete the prescribed diagnostic procedure through the Marstek app.
The diagnostic procedure is intended to:
identify faults;
read error messages;
check the operation of the product;
check settings;
and, where possible, determine the cause of the problem.
The results of the diagnosis may form part of the assessment of a commercial warranty claim.
If the product or the fault prevents the use of the Marstek app, Marstek Power will provide an appropriate alternative method of assessment.
Diagnosis through the app is a procedure for the commercial warranty and does not limit statutory warranty rights.
Technical support from Marstek Power is provided exclusively for products purchased through:
Marstek-Power.eu
BatteryDeals.eu
Technical support may include:
assistance with installation and configuration;
assistance with the Marstek app;
assistance with error messages;
technical diagnosis;
assistance with settings and configuration;
assessment of faults as part of a warranty claim.
Technical support does not mean that NRG Distribution B.V. / Marstek Power is responsible for the physical installation of the product, unless a separate agreement has been concluded for this purpose.
For products purchased through another webshop, distributor, dealer, reseller, marketplace, or other sales channel, Marstek Power does not provide direct technical support unless otherwise agreed in writing in advance.
In such cases, the customer must contact the party from whom the product was purchased for support.
Has your Marstek product developed a fault and would you like to make a claim under the commercial warranty?
First, check whether the product was purchased through Marstek-Power.eu or BatteryDeals.eu.
Where possible, first complete the diagnostic procedure through the Marstek app.
You can then contact us through our support page:
https://marstek-power.eu/nl/Support
When submitting your request, please provide, where possible:
order or invoice number;
purchase date;
product serial number;
product model/type;
description of the fault;
any error messages;
photos and/or videos of the problem;
results of the diagnosis through the Marstek app.
Based on the information provided, we will determine whether further diagnosis, inspection, or return of the product is necessary.
When necessary, the product may be collected for technical inspection or the customer may be required to return it.
The product will be inspected to determine, among other things:
whether a defect is actually present;
the cause of the defect;
whether the defect is a manufacturing or material defect;
whether the defect is covered by the commercial warranty;
whether the defect is caused by an issue outside the scope of the commercial warranty.
If the inspection confirms that the product has a defect covered by the commercial warranty, no inspection or transport costs will be charged to the customer under the commercial warranty.
During years 1 and 2, the product will in principle be replaced free of charge in accordance with the replacement warranty.
During years 3 through 10, an appropriate solution will be provided in accordance with the 10-year product warranty.
If the inspection shows that the product is functioning properly, the commercial warranty cannot be applied.
If the issue is demonstrably not covered by the commercial warranty, inspection costs, transport costs, or other costs may be charged provided that the customer was clearly informed of these costs in advance and the costs are reasonable.
If the inspection concerns a statutory defect for which the consumer is legally entitled to a free remedy, no necessary inspection, transport, or other costs will be charged to the consumer.
When a product is collected or returned for inspection, the customer must, insofar as reasonably possible, ensure that the product is properly and adequately packaged.
For large or heavy products, including home batteries and energy storage systems, the customer may be required to place the product on a sturdy mini-pallet and package it in such a way that it is sufficiently protected against damage during transport.
If transport damage is demonstrably caused by inadequate packaging by the customer, this may affect the commercial warranty.
This provision does not limit statutory consumer rights.
The commercial warranty does not apply to defects or damage demonstrably caused by:
incorrect or improper use;
use contrary to the installation or operating instructions;
incorrect installation;
incorrect connection;
incorrect cabling;
overloading;
modifications, alterations, or adaptations to the product;
repair attempts by unauthorized persons;
damage caused by external equipment;
damage caused by external installations;
accidents;
mechanical damage;
water damage or other external influences not caused by the product itself;
insufficient maintenance;
improper storage;
normal wear and tear;
normal capacity degradation of battery cells;
use outside the conditions specified by the manufacturer;
damage caused by an external cause;
or any other damage or defect that is not the result of a covered manufacturing or material defect.
These exclusions apply exclusively to the commercial warranty and do not limit statutory consumer rights.
Damage resulting from a short circuit is generally excluded from the commercial warranty.
However, if technical inspection demonstrably establishes that the short circuit was directly caused by a defect in the purchased product, the damage may be covered by the commercial warranty.
The cause of the short circuit must be established through technical inspection.
Damage demonstrably caused by, for example:
an external electrical installation;
incorrect connection;
incorrect cabling;
overloading;
installation errors;
external equipment;
voltage problems;
or other external causes,
is not covered by the commercial warranty.
Where a defect gives the consumer statutory rights, those rights remain fully applicable.
Batteries must be used, stored, and maintained in accordance with the manufacturer's instructions.
For products for which this is a commercial warranty condition, the battery must:
be fully charged within 30 days of purchase;
subsequently be charged at least once every six months;
be stored in accordance with the manufacturer's instructions;
and be used and maintained in accordance with the manufacturer's instructions.
If a battery is not used, maintained, or stored in accordance with the prescribed conditions, this may affect the commercial warranty insofar as the defect was caused by this or the assessment of the defect is affected as a result.
Normal wear and normal capacity degradation of battery cells are not automatically covered by the commercial warranty.
These terms do not limit statutory consumer rights.
For products that use software, firmware, or a mobile application, the manufacturer's applicable requirements also apply.
The customer must install necessary updates in accordance with the manufacturer's instructions.
If a defect is demonstrably caused by the failure to install a necessary update, this may affect the commercial warranty, provided that the customer was adequately informed in advance about the update and the consequences of failing to install it.
This applies exclusively to the commercial warranty and does not limit statutory rights.
The commercial warranty is linked to the original purchase.
To the extent permitted by law, the commercial warranty is not transferable to a subsequent owner.
This restriction applies exclusively to the additional commercial warranty.
Statutory rights that transfer with the product under applicable law are not affected by this provision.
If a consumer has purchased a product directly through Marstek-Power.eu or BatteryDeals.eu, the consumer has, for online purchases and unless a statutory exception applies, the statutory right of withdrawal.
The statutory right of withdrawal does not automatically apply to business-to-business (B2B) purchases.
The statutory cooling-off period is generally 14 days and is calculated in accordance with applicable legal rules. The consumer is not required to provide a reason for withdrawal within this period.
When the consumer exercises the right of withdrawal, the cost of returning the product is borne by the consumer, provided that the consumer was clearly informed of these return costs before entering into the agreement.
For large or heavy products, such as home batteries and energy storage systems, the actual return or collection costs may be considerably higher than standard parcel shipping costs.
The applicable return or collection costs will therefore be clearly communicated to the consumer before the agreement is concluded.
In the event of a valid withdrawal, we will refund the purchase price paid by the consumer, including the standard delivery costs for the original outbound shipment.
If the consumer chose a more expensive delivery method than the cheapest standard delivery option, the additional costs do not have to be refunded.
We may wait with the refund until the product has been received back or until the consumer has demonstrated that the product has been returned.
The refund will be made within the applicable statutory period and using the same payment method used for the original purchase, unless the consumer expressly agrees to another payment method.
The right of withdrawal is separate from the statutory warranty.
If a product is defective and the consumer is entitled to a statutory remedy due to a defect, the consumer may rely on the statutory warranty.
In such cases, the necessary costs associated with the statutory remedy, including reasonable return and transport costs, will not be charged to the consumer.
Therefore, in the case of a defective product, the consumer is not required to rely solely on the right of withdrawal.
If a product is repaired or replaced during the commercial warranty period, the original commercial warranty period does not automatically restart.
For the commercial warranty, the original purchase date remains decisive unless otherwise agreed in writing or required by applicable law.
A replacement product will, in principle, carry over the remaining commercial warranty period of the original product.
This does not affect any statutory consumer rights.
When a Marstek product has been purchased through another webshop, distributor, dealer, reseller, marketplace, or other seller, the purchase does not fall under the commercial warranty and technical support provided by Marstek Power, unless otherwise agreed in writing in advance.
In such cases, the customer must contact the seller from whom the product was purchased for warranty, service, and support.
In a consumer purchase, the original seller is responsible for the consumer's statutory rights.
Any manufacturer's warranty offered directly by the manufacturer is separate from the commercial warranty provided by Marstek Power and can only be claimed if and to the extent that the applicable conditions permit this.
This provision does not limit any statutory rights the consumer has against the original seller.
The warranty terms applicable at the time of purchase determine the warranty conditions for that purchase.
We may modify our warranty terms for future sales.
Any changes will not apply retroactively and will not affect commercial warranties already granted.
Do you have a complaint regarding the handling of a commercial warranty claim or technical support?
Please contact us first through our support page:
https://marstek-power.eu/nl/Support
We aim to assess and resolve warranty claims and complaints as quickly as possible.
Consumers' statutory rights remain fully applicable.
| Warranty Period | Commercial Warranty |
|---|---|
| Year 1 | Replacement Warranty |
| Year 2 | Replacement Warranty |
| Year 3 | Product Warranty |
| Year 4 | Product Warranty |
| Year 5 | Product Warranty |
| Year 6 | Product Warranty |
| Year 7 | Product Warranty |
| Year 8 | Product Warranty |
| Year 9 | Product Warranty |
| Year 10 | Product Warranty |
Total commercial warranty: 10 years from the original purchase date.
The commercial warranty is an addition to the consumer's statutory rights. Where applicable law grants the consumer broader rights, those rights remain fully applicable.
NRG Distribution B.V.
Trade Names/Webshops: Marstek Power and BatteryDeals.eu
Address:
Westvlietweg 67
2495 AA The Hague
The Netherlands
Email: info@NRG-Distribution.eu
Websites:
Marstek-Power.eu
BatteryDeals.eu
Commercial Warranty Area: The Netherlands and Belgium, unless explicitly stated otherwise for the relevant product.
The 10-year commercial warranty and technical support provided by Marstek Power are exclusively available for Marstek products purchased through Marstek-Power.eu or BatteryDeals.eu.
For products purchased through other sales channels, the customer must contact the original seller for warranty and support.
This commercial warranty never limits the statutory rights of the consumer.
You have the right to return your order within 14 days of receiving it.
Return/pick-up costs: €115
If your product is defective and the defect is covered by the warranty, no return or inspection costs will be charged.
If an inspection shows that the product is not defective or that the issue is not covered by the warranty, the following costs may apply:
Pick-up costs: €115 – Netherlands / Belgium
Inspection costs: €65 per hour
The first hour of inspection is charged in full.
After the first hour, inspection time is charged in 30-minute increments.
Return shipment to the customer: €115
We will inform you in advance if any costs may be charged.
