(1)      General Terms

 

Products are covered by a one-year warranty from the date of purchase, unless a different warranty period is specified on the product packaging, in which case the stated period shall apply. Labour and parts covered under the warranty are provided free of charge.

 

The product warranty will be void in any of the following circumstances: excessive commercial use; damage caused by negligent handling, accidents, misuse, improper installation or improper use; repairs or modifications carried out by technicians not authorised by our company; or normal wear and tear.

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Customers must first submit a warranty service request online via our WhatsApp Technical Support Hotline at 6990 0770 or by email to cs@2themax.com.hk, and provide supporting information, such as photographs or videos, for follow-up. Warranty services are provided on a carry-in or mail-in basis. We do not offer immediate replacement or repair services.

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Customers must present the retailer's receipt or invoice when requesting warranty services, unless the Product has been registered online.

 

All warranty services and terms apply only within the Hong Kong and Macau SARs.

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Acceptance of any warranty services constitutes acceptance of our Terms of Sale and Privacy Policy.

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We reserve the right to amend these warranty terms without prior notice.

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(2)      Replacement, Repair and Product Upgrade Arrangements

For designated Products that develop a fault within one month of the date of purchase, we will provide a one-for-one replacement if our inspection confirms that the fault is covered under the warranty.

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For Products that develop a fault more than one month after the date of purchase but within the warranty period, we will arrange a replacement or repair, depending on the circumstances, if our inspection confirms that the fault is covered under the warranty.

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If a repair cannot be completed during the warranty period because the necessary parts are no longer supplied or manufactured, we will, depending on the circumstances, replace the Product with another product of equivalent value to the original Product's current value, or arrange replacement with a higher-priced model, with the customer paying the difference (a product upgrade). The original Product's "current value" will be based on the actual purchase price shown on a valid proof of purchase.

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(3)      Charging Product Testing Standards
 

We use professional testing equipment commonly used in the charger manufacturing industry to verify whether charging Products'  charging and discharging power, protocols and configurations conform to their stated specifications. These tests provide an objective basis for determining whether the Products are operating normally.

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Unless expressly stated on the product packaging, we do not use the Product's charging or discharging performance with any particular electronic device as a basis for determining whether the Product is operating normally.

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(4)      Lithium Battery Capacity Warranty Criteria

 

The battery capacity of lithium battery products gradually decreases with use and ageing. Unless otherwise stated, lithium battery products are covered by a 12-month warranty from the date of purchase.

To account for a broad range of possible usage conditions, we have adopted 80% of the Product's stated rated output capacity as the capacity threshold for warranty assessment, with reference to the 80% capacity benchmark commonly used in lithium battery service-life research.¹⁻³ This threshold is our warranty assessment criterion and does not imply that a Product's capacity will necessarily decline to this level after one year of use. Actual capacity must be measured under the test conditions specified for the relevant model.

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During the warranty period, a Product meets the capacity warranty criterion if its output capacity, measured using the method described below, is at least 80% of its stated rated output capacity. If the measured capacity is below 80% and the other product warranty terms are satisfied, we will arrange a replacement or repair, depending on the circumstances. This capacity criterion does not affect the handling of other faults covered under the warranty.

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"Rated output capacity" means the output capacity stated on the lithium battery product's casing, packaging or instruction manual, expressed in milliampere-hours (mAh), that the Product can deliver at the specified output voltage and current. It does not refer to the nominal capacity of the internal battery cells.

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Capacity testing will be conducted under the conditions specified for the relevant model, including ambient temperature, output port, output voltage and discharge current. Once the Product is fully charged, we will use professional testing equipment to discharge it continuously at the specified constant current until its discharge cut-off protection activates normally, and record the actual output capacity. Measured output capacity and rated output capacity must be compared under the same test conditions.

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(5)      Product Liability Insurance

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Product liability insurance is valid for the same period as the product warranty. If the product warranty becomes invalid for any reason, the product liability insurance will also become invalid at the same time.

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(6)      Additional Terms

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The following terms apply to the specified Maxpower series and models and shall be read together with the warranty terms above.

 

Maxpower EG / VG / VJ Series

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If a Product develops a fault or sustains damage covered under the warranty within seven days of the date of purchase, an immediate replacement can be arranged. If such a fault or damage occurs more than seven days after the date of purchase but within the warranty period, we will arrange inspection and repair. The seven-day replacement period and subsequent inspection and repair arrangements set out here replace the one-month replacement period and subsequent replacement or repair arrangements in Section (2).

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Free warranty services do not cover faults or damage caused by prolonged operation near the maximum rated load or frequent operation above the rated load.

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Maxpower EV Series

 

If a Product develops a fault or sustains damage covered under the warranty within seven days of the date of purchase, an immediate replacement can be arranged. If such a fault or damage occurs more than seven days after the date of purchase but within the warranty period, we will arrange inspection and repair. The seven-day replacement period and subsequent inspection and repair arrangements set out here replace the one-month replacement period and subsequent replacement or repair arrangements in Section (2).

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Inspection generally takes approximately three working days, and repairs generally take approximately two to three working weeks. Actual turnaround times depend on the circumstances of each case.

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Free warranty services do not cover faults or damage caused by prolonged operation near the maximum rated load or frequent operation above the rated load, including faults or damage caused by frequently charging electric vehicles at 220V with a current of 10A or above.

Maxpower TG1010HX / TG1660X / TG2045X

 

If a Product develops a fault or sustains damage covered under the warranty within seven days of the date of purchase, an immediate replacement can be arranged. If such a fault or damage occurs more than seven days after the date of purchase but within the warranty period, we will arrange inspection and repair. The seven-day replacement period and subsequent inspection and repair arrangements set out here replace the one-month replacement period and subsequent replacement or repair arrangements in Section (2).

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Inspection generally takes approximately three working days, and repairs generally take approximately two to three working weeks. Actual turnaround times depend on the circumstances of each case.

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(7)      Out-of-Warranty Service Charges

 

Since 2004, our technical support and after-sales services have been independently monitored and certified by the Hong Kong Quality Assurance Agency (HKQAA) and the Hong Kong Q-Mark Council (Q-Mark). We have consistently placed emphasis on standardised and transparent service charges.

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For Products outside the warranty period, our technicians will inspect the Product and provide a quotation based on the nature of the damage, the complexity of the repair, the time elapsed since the warranty expired, and whether the damage was caused by the user. In previous cases involving relatively simple issues and no user-caused damage, service charges have sometimes been waived.

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The reference ceiling for repair charges is 70% of the Product's price at the time of service, applicable where the Product is beyond repair. This ceiling is one of the customer protection measures established in accordance with the requirements of HKQAA and Q-Mark.

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For enquiries about Products outside the warranty period, please contact our Customer Service Department. Our customer service representatives will follow up according to the circumstances of each case.

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¹ Severson KA, et al. Data-driven prediction of battery cycle life before capacity degradation. Nature Energy. 2019;4:383–391. doi:10.1038/s41560-019-0356-8.

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² Preger Y, et al. Degradation of Commercial Lithium-Ion Cells as a Function of Chemistry and Cycling Conditions. Journal of The Electrochemical Society. 2020;167:120532. doi:10.1149/1945-7111/abae37.

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³ Woody M, et al. Strategies to limit degradation and maximize Li-ion battery service lifetime—Critical review and guidance for stakeholders. Journal of Energy Storage. 2020;28:101231. doi:10.1016/j.est.2020.101231.

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