After-Sales Service and Warranty Policy

Version 2026-08-30 · Effective 30 August 2026

This policy applies to qualifying solar and energy equipment supplied by Apestar Enterprise Ltd (“APESTAR”) in Nigeria. It explains two separate protections: the free APESTAR Care after-sales benefit and the product warranty attached to each specific battery, inverter, panel, controller, or other item.

1. Two protections that must not be confused

• APESTAR Care is our free after-sales support and scheduled-maintenance benefit for 12 months.
• Product warranty covers a particular product for the model-specific period and on the conditions stated for that product. One battery may have a 12- or 18-month warranty while another has a 2-, 5-, or 10-year warranty. Inverters and other equipment may also have different terms.

The end of APESTAR Care does not shorten a longer product warranty. The end of a shorter product warranty does not end the remaining APESTAR Care period, although replacement parts or repairs outside warranty may then be chargeable.

2. The free 12-month APESTAR Care period

The Care period runs for 12 consecutive calendar months from the commissioning date recorded by APESTAR. For an equipment-only purchase, it begins when the installation or commissioning record is confirmed in APESTAR Care. The customer portal displays the recorded start and end dates when available.

During that period, qualifying customers receive:

• reasonable remote support and initial troubleshooting through the customer portal or APESTAR support channels;
• one included periodic system health check for an equipment-only purchase, or two where APESTAR-coordinated installation was purchased;
• review of the recorded system, equipment history, visible condition, operating alerts, settings and connections where safely accessible;
• preventive-maintenance guidance and minor adjustment during an included check where no replacement part, consumable, specialist hire, or additional installation work is required;
• service-history records and reasonable assistance opening and tracking a product-warranty claim.

Warranty diagnosis or warranty work does not use up an included Care health check.

3. What the free Care benefit does not include

APESTAR Care is periodic support, not continuous monitoring, an emergency response service, or a promise that every fault will be detected. Unless covered by an applicable product warranty, workmanship commitment, or consumer-protection law, the free benefit does not include:

• replacement equipment, spare parts, batteries, fuses, or consumables;
• repairs caused by misuse, overloading, accidental damage, pests, flooding, fire, unstable external supply, unauthorised modification, or installation contrary to the approved specification;
• new cabling, protection devices, mounting, civil work, access equipment, system expansion, relocation, or redesign;
• travel or logistics outside APESTAR's normal serviced area where that cost was disclosed before the visit; or
• manufacturer or third-party charges that APESTAR did not promise to bear.

4. Product-specific warranties

The warranty duration is recorded separately for each model and, after purchase, for each equipment asset. The exact written duration shown on the accepted quotation, product documentation, receipt, warranty certificate, or APESTAR Care equipment record applies to that product.

A product warranty normally begins on delivery. Where the written manufacturer terms expressly make commissioning, installation, or registration the starting event, the verified date for that event is used instead. Warranty coverage may contain model-specific conditions such as cycle limits, retained battery capacity, approved pairing, registration, operating environment, or required maintenance. Those conditions must be disclosed in the applicable product documentation.

Where the product record has no verified warranty duration, APESTAR will not invent one. We will confirm the applicable written term before representing a duration as guaranteed.

5. How to request support, maintenance, or warranty service

1. Open the affected equipment in APESTAR Care and select Request service, or email support@apestar.xyz.
2. Provide the order reference, equipment serial or asset code, a clear description of the issue, when it began, and photos or video where safe.
3. APESTAR records a complete request against the equipment history where applicable.
4. We triage the request for safety, remote resolution, an included Care check, product-warranty assessment, or separately quoted work.
5. We may request safe diagnostic information, arrange inspection, or coordinate with the manufacturer or supplying partner. Resolution time depends on diagnosis, access, parts, and manufacturer response.
6. The inspection, service, repair, replacement, return, or closure is recorded in the customer's equipment history where applicable.

6. Safety issues

If equipment is smoking, swelling, leaking, sparking, unusually hot, producing a burning smell, or presenting an electric-shock risk, stop using it and isolate it only if this can be done safely. Keep people away and contact APESTAR promptly. Use emergency services where there is fire or immediate danger. Do not open a battery or inverter enclosure unless you are authorised and qualified to do so.

7. Assessment and available remedies

APESTAR assesses the evidence and applicable product terms to identify whether an issue falls within the free Care scope, the product's recorded warranty coverage, or separately quoted work.

8. Contact

Email support@apestar.xyz and include the order reference and equipment serial or APESTAR asset code.