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Battery Warranty: What DIDIDEDE Covers and How to Claim
A warranty is only worth the paper it is written on if it says what is covered, what counts as a failure, and what happens next. This page sets out exactly that for every battery pack, vehicle and cell order we ship, so you can compare it with other suppliers on equal terms and know what you are buying before you sign.
The short version: our packs carry a term and a cycle limit, whichever comes first, with a stated capacity retention figure measured by a stated method. A warranty that only says “three years” without those two numbers is difficult to enforce, in either direction.
Warranty at a glance
| Item | Coverage period | What it covers |
|---|---|---|
| LiFePO4 battery pack | 36 months or 2,000 cycles, whichever first | Capacity retention of at least 80 percent at the end of year one and 70 percent at the end of the term, plus materials and workmanship |
| NMC battery pack | 24 months or 800 cycles, whichever first | Same capacity thresholds and materials and workmanship cover |
| Cells sold as components | 12 months | Capacity and internal resistance against the grading report supplied with the batch; mismatch claims within 30 days of arrival |
| Battery management system | 24 months | Materials and workmanship. Capacity fade is covered by the pack performance warranty, not by the BMS warranty |
| Charger | 12 months | Materials and workmanship |
| Motor and controller | 12 months each | Materials and workmanship |
| Frame and structural parts | 24 months | Deformation, weld failure or fracture not caused by external force |
| Wear parts | Not covered | Tyres, brake pads, bulbs, fuses and other consumables |
What the capacity warranty means
Two numbers define a lithium battery warranty, and you need both.
The limit that arrives first
Coverage runs to whichever comes first: the calendar term, or the cycle count. A delivery fleet that charges every day will reach 2,000 cycles before 36 months; a seasonal golf cart fleet will reach 36 months with cycles to spare. Stating both is how you avoid an argument later about which one applied.
How capacity is measured
This is the clause that decides most disputes, so it is written down rather than implied. Capacity is measured at 25 °C ± 2 °C, discharging at 0.5C constant current to the BMS cut-off voltage, taking the third of three consecutive cycles. The test uses the charger we supplied or one we have approved in writing. A capacity figure read from a dashboard, taken on a cold pack, or taken at a different discharge rate will not match, in either direction.
If you want to verify cells before they are built into packs, the measurements to compare are the ones in the cell grading report we send with every batch — capacity, internal resistance and the spread across the batch.
When the warranty starts
Coverage starts on the earlier of two dates: six months after the production date, or the date the goods arrive or are installed. Sea freight and customs clearance routinely take one to two months, and a warranty that starts on the production date quietly eats that time. Six months of grace is the industry norm for exported batteries, and it is what we apply.
It also means stock should not sit for a year before it is used. The storage conditions below are a condition of cover, not a suggestion.
What we do when a claim is valid
We repair or replace, at our option. For the first 24 months cover is not prorated: parts and our labour are free. From month 25 to 36 cover is prorated, with the buyer carrying 50 percent of the replacement cost. Replaced units carry the remainder of the original term or 90 days, whichever is longer.
On timing: we acknowledge a complaint within 8 hours and give you a written solution within 24 hours of receiving the details. That is a commitment about response, not a promise that a replacement is on a plane the same day — but it does mean the conversation starts immediately.
How to make a claim
Send us, in writing, the following. The more of it you have, the faster the answer:
- Order number and the batch or serial number from the pack label
- What happened, and when it started — before and after symptoms
- Photos or a short video of the unit, the label and the installation
- The BMS log if the pack has a communicating BMS and the data can be read out
- Operating conditions: ambient temperature, charge and discharge current, and the charger model used
- Storage history if the unit was not put into service immediately
We issue a return authorisation number if the unit needs to come back. Please do not ship anything without one — an untracked return is the slowest possible route to a replacement. On a valid claim we pay freight on the replacement; the buyer covers return freight, which we credit back for claims inside the first 12 months.
What is not covered
The exclusions are standard for exported lithium batteries, and they are the same ones our competitors apply:
- Charging or discharging outside the limits the BMS was specified to protect — including charging below 0 °C, which causes permanent damage
- Using a charger that is not the supplied unit or one we have approved in writing
- Opening, modifying or repairing a pack, or having it done by someone we have not authorised
- Water ingress beyond the stated IP rating, and physical damage from an accident, impact or crushing
- Running continuously above the rated continuous current, or outside the agreed duty cycle
- Long-term storage outside the conditions below — in particular storing a pack flat for months
- Transport damage, which is a matter for the carrier and the cargo insurance
- Cosmetic defects that do not affect form, fit or function
- Consequential loss: lost profit, downtime, removal and reinstallation labour, and third-party costs
One clause is worth flagging because it catches fleets out: multi-shift, rental and round-the-clock duty are not excluded, but they need to be declared at order stage so the pack can be specified for them. Tell us the duty cycle and we will size the cells, the BMS and the thermal design for it — the method is set out in how to size a battery pack.
Storage and operation that keep the warranty valid
How stock is kept before and between uses has a direct effect on whether a claim is accepted. Hold packs at 30 to 50 percent state of charge, keep them somewhere cool and dry, and recharge every three to six months. Charging a cold pack is the single most damaging thing you can do to it. The full set of rules, including warehouse layout and what to do with a damaged unit, is in lithium battery storage and charging safety.
Warranty on cells sold as components
Cells shipped loose to be built into packs elsewhere carry a 12-month warranty against the grading report supplied with the batch: measured capacity and internal resistance, and the spread across the batch. Claims about cell performance after they have been built into a pack, welded and potted by another workshop are difficult to attribute and are handled case by case. If you want cell-level traceability into a finished pack warranty, buy the finished pack — that is the honest answer, and it is why the pack term is longer.
Frequently asked questions
How long is the warranty on a battery pack?
36 months or 2,000 equivalent full cycles for LiFePO4 packs, and 24 months or 800 cycles for NMC, whichever occurs first. Cycles are counted at 80 percent depth of discharge, 0.5C, at 25 °C. The calendar term is what most customers are limited by; high-duty fleets hit the cycle figure first.
What does 70 percent capacity retention mean?
It means that at the end of the warranty term the pack should still deliver at least 70 percent of its labelled capacity when measured by the standard method, and at least 80 percent at the end of the first year. Falling below the threshold inside the term is a valid claim; gradual fade within the threshold is normal ageing and is not.
When does the warranty period start?
On the earlier of six months after production or the date the goods arrive or are installed. The six-month grace exists because sea freight and clearance take months, and a warranty that runs from the production date would consume that time before you ever used the pack.
Who pays shipping on a warranty claim?
On a valid claim we pay freight on the replacement unit. The buyer covers the cost of returning the failed unit, which we credit back for claims made in the first 12 months. Nothing should be shipped without a return authorisation number.
Is the warranty valid if I store the packs for a year before using them?
Only if they are stored correctly: 30 to 50 percent state of charge, a cool dry place, and a top-up charge every three to six months. A pack left flat for a year will self-discharge below the point where the BMS can protect the cells, and that is not a manufacturing defect.
Does commercial or rental use shorten the warranty?
Not by itself. What matters is the duty cycle: running continuously above the rated continuous current, or using a pack specified for one shift on a three-shift operation, is outside the agreed specification. Declare the duty cycle when you order and the pack will be specified for it, with the warranty written to match.
Questions about a specific order
Tell us what you are buying, where it is going and how it will be used, and we will confirm the warranty that applies to your order in writing — on the quotation and the pro forma invoice, not just on this page. Start on WhatsApp, or read about the OEM process, our LiFePO4 packs and how to audit a battery factory.