Table of Contents
- Our Commitment
- How Warranties Work
- What Qualifies as a Warranty Issue
- Product-Specific Warranty Information
- Starting a Warranty Claim
- What We Need From You
- What to Expect: The Process
- Warranty Resolution: What Happens Next
- Shipping Costs for Warranty Claims
- When the Manufacturer Handles the Claim
- Important Technical Notes
- Questions?
Our Commitment
We stand behind the quality of every product we sell. If something isn’t working as expected, we’ll help you resolve it as quickly as possible, often without the hassle of shipping anything back.
Our goal is always to get you back up and running. We’ll troubleshoot with you, advocate on your behalf with manufacturers when needed, and stay in communication until your issue is resolved.
How Warranties Work
Most products we sell include a manufacturer’s warranty from brands like EG4, Victron, SOK, MidNite, and others. These warranties are administered by the original manufacturer, but we act as your advocate and point of contact throughout the process.
Here’s what that means:
- You contact us first: Even if the warranty is serviced by the manufacturer, start with us. We’ll help determine if it’s a warranty issue and guide you through the right process.
- We advocate for you: When claims go to the manufacturer, we don’t just hand you off. We typically facilitate communication through a group email so you’re always in the loop and we can push for resolution on your behalf.
- We support every purchase: Regardless of brand, if you bought it from us, we’re here to help.
Important to know:
- We do not offer a separate Current Connected warranty unless explicitly stated on the product page
- Specific warranty terms, duration, and service options are listed on each product page
- Manufacturer warranty terms govern. The information in this document is provided as general guidance. For products covered by a manufacturer’s warranty, the manufacturer’s warranty terms, conditions, and exclusions take precedence over any information provided here. We encourage you to review the manufacturer’s warranty documentation for your specific product.
What Qualifies as a Warranty Issue
Warranties cover manufacturing defects and failures under normal use. This means the product stopped working or doesn’t perform to its specifications, and it wasn’t caused by something external.
Typically covered:
- Product fails to power on or function out of the box
- Product stops working under normal operating conditions
- Performance falls significantly below published specifications
- Components fail prematurely without external cause
- Firmware or software issues that prevent normal operation
Typically NOT covered:
- Damage from improper installation or wiring errors
- Damage from operating outside specified parameters (voltage, temperature, load)
- Physical damage from drops, impacts, or water exposure
- Damage from negligence, misuse, or abuse
- Damage from power surges, lightning, or other acts of God
- Normal wear and tear over the product’s lifespan
- Cosmetic damage that doesn’t affect function
- Labor costs for repairs, replacements, or field testing
- Damage caused by generator starting (specifically excluded for SOK batteries)
Important note on lithium battery capacity:
Lithium batteries are consumable items with finite cycle lives based on depth of discharge. All lithium batteries lose capacity over time through normal use. This gradual, consistent capacity loss is expected behavior and is not covered by warranty.
What may be covered is inconsistent wear, defined as greater than 5% capacity difference between any single cell in a pack (measured in Ah) when properly using a BMS. If one cell is degrading significantly faster than others, that may indicate a manufacturing defect.
In short: if all cells are wearing evenly, that’s normal. If one cell is failing while others are fine, contact us.
Uses not covered:
The batteries sold on this site are not designed for and warranty claims will not be honored for use in electric vehicles, golf carts, go-karts, submarines, or similar vehicle and mobility applications. These applications have different requirements and demand cycles that our products are not engineered to support.
Gray areas:
If you’re unsure whether your situation qualifies, contact us. We’ll help you figure it out. When in doubt, reach out before installation. We’d rather help you avoid a problem than deal with one after the fact.
Product-Specific Warranty Information
Warranty terms vary by product and manufacturer. Always refer to the individual product page for:
- Warranty duration
- Who services the warranty (Current Connected or manufacturer)
- Repair vs. replacement options for that specific product
- Any extended warranty options
- Specific exclusions
Quick Reference
The table below is provided for convenience only. Manufacturer warranty terms, conditions, and exclusions take precedence. Always confirm coverage details on the product page or with the manufacturer directly.
| Brand / Product | Warranty Duration | Serviced By |
|---|---|---|
| SOK Batteries (purchased 01/01/2021–12/20/2023) | 7 years + 2-year extended* | Manufacturer + Current Connected |
| SOK Batteries (purchased after 12/20/2023) | 7 years | Manufacturer |
| Victron Inverters (purchased 01/01/2021–07/15/2024) | 5 years + 5-year extended* | Manufacturer + Current Connected |
| Victron Inverters (purchased after 07/15/2024) | 5 years | Manufacturer |
| CALB / EnerAmp Cells (with BMS from us) | 10 years | Current Connected |
| CALB / EnerAmp Cells (without BMS) | 30 days | Current Connected |
*Extended warranty: If a valid claim exists and the product cannot be repaired during the extended warranty period, a similar product will be offered at 10% off current retail MSRP. Extended warranties are non-transferrable.
Starting a Warranty Claim
The Easiest Way: Use Your Account
If you have an account with us, visit your My Products page to request support directly. The form pre-populates your order number and product details, which helps us resolve your issue faster.
Other Ways to Reach Us
Click to view our contact detailsWhat We Need From You
To process your claim efficiently, please have the following ready:
Required:
- Order number: This verifies your purchase and pulls up your product details automatically if you use the My Products page
Helpful for diagnosis:
- Description of the issue: What’s happening? Is it consistent or intermittent?
- Installation date and date the issue started: Knowing how long the unit was in operation before the failure helps us identify potential causes
- What you’ve already tried: If you’ve done any troubleshooting, let us know. This helps us understand what’s been attempted, though we may still ask you to repeat certain steps as part of our diagnostic process (for example, power cycling after a configuration change).
- Photos or video: Visual documentation helps us diagnose remotely and is often required for manufacturer claims. Show the issue, any error codes or indicator lights, your installation setup, and any visible damage.
- Serial number: Usually found on a label on the product; helpful for manufacturer communication
The more detail you provide upfront, the faster we can help. Our goal is to diagnose and resolve issues remotely whenever possible. This saves everyone time and avoids unnecessary shipping of products that may be working fine.
What to Expect: The Process
Step 1: Initial Response
We respond to support requests within 1 business day. You’ll hear from a real person, not an auto-responder.
Step 2: Troubleshooting
Most issues can be diagnosed and often resolved remotely. We’ll work with you to:
- Verify the symptoms and rule out installation or configuration issues
- Walk through diagnostic steps specific to your product
- Identify whether this is a warranty issue, user error, or something else
Be prepared to:
- Answer questions about your setup and how the product is being used
- Perform tests or checks as directed, even if you’ve tried similar steps before
- Provide photos or video if not already submitted
In some cases, we may need to consult with the manufacturer for clarification or to check for known issues. This can occasionally add a few days to the troubleshooting process, but helps ensure we reach the correct diagnosis.
This step is essential. Many “defective” products turn out to be installation issues or configuration errors that we can fix together without any shipping. We’re not trying to deny claims. We’re trying to get you a solution as fast as possible.
Step 3: Determination
After troubleshooting, we’ll reach one of these conclusions:
- Issue resolved: Great! No further action needed.
- Warranty claim confirmed: We’ll proceed with repair or replacement (see Warranty Resolution below).
- Not a warranty issue: We’ll explain why and discuss your options, which may include paid repair or replacement.
- Manufacturer claim required: We’ll initiate the process with the manufacturer and keep you in the loop.
Step 4: Resolution
If physical repair or replacement is needed, we’ll issue a Return Authorization (RA) number and provide shipping instructions.
Important: Products sent without an RA number will be refused and returned at your expense.
Ongoing Communication
Once a claim is in progress, we’ll keep you updated at least every 2 business days until it’s resolved. If you haven’t heard from us, something went wrong. Please follow up.
Warranty Resolution: What Happens Next
Resolution depends on the product and the nature of the issue. Specific repair and replacement options are outlined on each product page, but here’s the general framework:
Possible outcomes:
| Resolution Type | What It Means |
|---|---|
| Remote fix | We solve it over email or phone with no shipping required |
| Parts shipped to you | The manufacturer ships replacement parts; you or your installer completes the repair |
| Product shipped for repair | You send the product to the manufacturer’s repair center (in some cases, it comes to us first for verification testing before being forwarded) |
| Direct replacement | The manufacturer (or in some cases, Current Connected) ships a replacement unit; you may need to return the defective unit |
| Manufacturer RMA | Claim goes directly to manufacturer; we facilitate and advocate throughout |
Timeline expectations:
Repair and replacement timelines vary significantly based on the product, manufacturer, parts availability, and shipping distances. We cannot guarantee specific timelines, but we encourage you to ask and we’ll give you the best estimate we can based on your situation.
Shipping Costs for Warranty Claims
| Situation | Who Pays |
|---|---|
| Shipping defective product to us or manufacturer (confirmed warranty issue) | Current Connected |
| Shipping repaired or replaced product back to you | Current Connected |
| Product is field-repairable and parts are shipped to you | Current Connected |
| You opt out of field repair and choose to ship to us instead | You |
| Product arrives at our facility and tests as fully functional | You (both directions) |
Shipping facilitated by Current Connected will be sent via economical service. Contact us to discuss expedited options and costs.
Why we may ask you to pay shipping if the product tests fine:
This policy exists because shipping costs add up quickly, and when a product tests as fully functional, it typically means the issue is environmental (installation, configuration, power source, incompatible equipment, etc.). Our troubleshooting process is specifically designed to catch these situations before shipping occurs. That’s why we ask detailed questions, request documentation, and may ask you to repeat certain diagnostic steps.
A note on cooperation:
Mutual cooperation is essential for an efficient support experience. We ask that customers work with our team in good faith, respond to questions, provide requested documentation, and complete troubleshooting steps as directed. Refusing to participate in troubleshooting, providing incomplete information, or treating our staff disrespectfully slows down the process for everyone. In cases where a customer is unwilling to cooperate with reasonable diagnostic steps, we may not be able to proceed with a warranty claim.
When the Manufacturer Handles the Claim
For products with manufacturer-administered warranties (most items we sell), here’s how it works:
- You still contact us first: We’ll verify the issue and determine if it’s a warranty claim
- We initiate the claim: We contact the manufacturer on your behalf
- Group communication: We typically set up a group email thread so you can see all correspondence and we can advocate for you directly
- Manufacturer makes the determination: They decide whether to approve, repair, replace, or deny
- We follow through: We stay involved until you have a resolution
If a manufacturer denies a claim:
The manufacturer’s decision is final. However, if we believe the denial is wrong, we’ll push back on your behalf. If the denial stands, we’ll explain the reasoning and discuss any alternative options that might be available.
Important Technical Notes
Professional installation:
Products sold on this site are designed to be installed by licensed, trained, and insured electrical professionals. We strongly recommend professional installation. Damage resulting from improper installation is not covered under warranty, and we cannot guarantee safety, equipment success, or compliance with local codes if you self-install.
Questions?
If anything in this policy is unclear, or if you have a situation that doesn’t seem to fit, contact us. We’re here to help.
Contact Us