Service Policies
1. Shipping Destinations & Fees
SAMDUO currently ships to selected countries and regions within the European Union.
Below, you can find the currently supported destinations, the corresponding SAMDUO online stores, and the applicable shipping fees. We recommend placing your order through the appropriate SAMDUO online store for the delivery country.
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Netherlands
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Germany
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France
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Shipping Fees
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Orders < €99: €8 fee
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Orders ≥ €99: Free
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Other EU Countries and Remote Areas
- Please contact support@samduo.com before placing your order to confirm shipping availability and any applicable shipping charges.
Please note that, for safety and transport compliance reasons, we do not ship to P.O. Boxes, APO/FPO/DPO addresses, parcel lockers, or other addresses that cannot accept delivery of battery-powered energy storage products.
Additional delivery restrictions may apply in certain remote or offshore areas.
If we are unable to ship to your address after your order is placed, we will notify you and issue a refund where applicable.
2. Order Processing
Orders are typically processed within 1 business days after payment is confirmed.
Orders are not processed or shipped on weekends or local public holidays.
If we experience a high volume of orders, processing times may be slightly extended.
3. Shipping & Delivery
Orders are fulfilled from our warehouse in Germany and delivered through local carrier partners where available.
Delivery time may vary depending on the destination and logistics conditions.
Estimated delivery time: 1–5 business days after shipment.
Delivery time may vary depending on the destination, carrier service, and local delivery conditions. Delays may occasionally occur due to factors beyond our control, such as severe weather, carrier delays, or remote area delivery restrictions.
4. Shipping Confirmation & Tracking
You will receive a shipment confirmation email once your order has shipped. The email will include your tracking number.
Tracking information is usually updated within 48 hours after shipment.
If your tracking information has not been updated within 10 business days, please contact us at support@samduo.com.
5. Shipping Delays
While we strive to deliver orders on time, delays may occur due to factors beyond our control, including but not limited to:
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Carrier delays
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Severe weather conditions
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Force majeure events
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Remote area delivery restrictions
We appreciate your understanding and will assist in tracking and resolving any delivery issues where possible. If your order is materially delayed, please contact us and we will assist in tracking the shipment and, where possible, help resolve the issue.
6. Lost or Damaged Shipments
If your package is lost in transit, please contact our customer support team at support@samduo.com.
If the package is confirmed lost by the carrier, we will arrange a replacement or refund.
If your package arrives damaged, we recommend contacting us within 48 hours of delivery and providing photos of the damaged package and product. This helps us investigate the issue and contact the carrier more quickly.
7. Incorrect Address
Please make sure your shipping information is accurate and complete before submitting your order.
If you notice an error after placing your order, please contact us as soon as possible. If the order has not yet been processed or shipped, we will do our best to help update the address.
If a package is returned to us because the provided address was incorrect or incomplete, because delivery couldn’t be completed after reasonable attempts, or because the package was refused without a valid reason, we may deduct any actual costs related to returning, storing, or redelivering the package from the refund, as permitted by applicable law.
8. Contact
For any shipping-related inquiries, please contact our customer support team:
support@samduo.com
1. Order Cancellation
• Before shipment: Orders can be canceled for a full refund.
• After shipment: Cancellation is not guaranteed. Customers may refuse delivery or request a return after receiving the product.
2. 30-Day Return Policy
You may request a return within 30 days of receiving the product.
(1) Returns for Quality Issues
If the product has a confirmed defect:
• Replacement or full refund is available
• Return shipping costs will be covered by us
(2) Returns for Non-Quality Reasons
If the return is not due to a product defect:
• Customer is responsible for return shipping costs
• A restocking fee may apply depending on the condition of the returned item.
3. Return Conditions
To be eligible for a return:
• The product must be free from major damage or misuse
• All accessories must be included
• The product should be returned in its original packaging whenever possible. Returns without original packaging may be subject to deductions.
We reserve the right to refuse returns or apply deductions if the above conditions are not met.
4. Return Process
To initiate a return, please contact our customer support and provide:
• Order number or proof of purchase
• Product serial number (SN)
• A brief description of the issue
Our support team will guide you through the return process.
5. Refunds
• Refunds will be processed within 7–14 business days after the returned product is received and inspected.
• Refunds will be issued to the original payment method
6. Exchanges
• Replacement units will be shipped after the returned product is received and verified. We may, at our discretion, offer an advanced replacement for confirmed defects in certain cases.
• Processing time is typically within 5 business days
7. Important Notes
• Returns without prior approval may not be accepted
• Customers are responsible for ensuring safe return shipment
• We are not responsible for items lost during return shipping
• For products purchased through authorized dealers or retailers, customers should contact the original place of purchase for return and refund requests.
If you have any questions, please contact our customer support team at support@samduo.com
1. Limited Warranty Coverage
SAMDUO warrants that the product will be free from defects in materials and workmanship under normal use during the warranty period.
This limited warranty applies only to products purchased through channels officially recognized by SAMDUO.
This warranty applies to normal residential use only. The Products shall be used in accordance with SAMDUO’s user manuals, technical specifications, and recommended operating conditions.
2. Warranty Period
This warranty applies to the following product categories:
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AC-Coupled Plug-In Home Energy Storage Solution
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Product
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Limited Warranty Period
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Nex E6000
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10 years
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Nex E6000H
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10 years
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All-In-One Balcony Solar Power Storage
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Product
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Limited Warranty Period
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Nex P2800 Pro
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10 years
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Expansion Battery Pack
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Product
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Limited Warranty Period
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BP2800
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Covered under the same 10-year limited warranty as the main unit, subject to the Battery Performance Clause.
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Energy accessories (including Smart Meter, P1 Meter, Smart Plug and related communication accessories): 36 months
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Accessories (e.g. adapters, cables): 12 months
The warranty period starts from the date of product activation. Proof of purchase will be required to validate warranty eligibility.
3. Battery Performance Clause
Battery capacity degradation due to normal use is expected.
The battery will be considered defective only if abnormal capacity degradation occurs within the warranty period under normal usage conditions, as evaluated based on SAMDUO’s internal testing standards.
Normal aging, capacity loss, or performance degradation that does not affect normal product functionality is not covered.
4. Warranty Service Process (RMA)
Step 1 – Contact Support
Before returning any product, customers must contact SAMDUO Support at support@samduo.com to obtain an RMA authorization.
Step 2 – Required Information
Customers must provide:
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Proof of purchase
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Product serial number
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Description of the issue
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Supporting images or videos
Step 3 – Diagnosis
SAMDUO will conduct remote troubleshooting to determine eligibility.
Step 4 – Resolution
SAMDUO will, at its sole discretion:
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Repair the product
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Replace the product (new or refurbished)
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Offer a refund (depending on the nature of the issue and product condition)
Step 5 – Return Rules
Unauthorized returns will not be accepted or processed, and may be returned to the sender at their expense.
Final warranty determination will be made by SAMDUO based on remote diagnosis and/or product inspection.
5. Shipping Responsibility
For warranty claims:
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If the issue is confirmed by SAMDUO as a product defect, SAMDUO will cover standard shipping costs as determined by SAMDUO. SAMDUO reserves the right to designate the shipping method and carrier.
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If the issue is not covered under warranty, the customer is responsible for shipping and any associated service costs.
6. Replacement Policy
Replacement products may be:
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New, or
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Refurbished units of equal or better performance
Replacement products will:
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Continue the remaining original warranty period, or
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Be covered for ninety (90) days
Whichever is longer.
Replacement and refund processes are subject to SAMDUO’s Return & Refund Policy.
7. Warranty Service Scope
This Limited Warranty applies to products purchased through SAMDUO’s officially recognized sales channels within SAMDUO’s applicable sales territories.
Warranty service availability is subject to SAMDUO’s available service coverage in the region where the product was originally purchased.
If a product is relocated, transferred, or used outside the original purchase country or applicable service coverage area, SAMDUO may require the product to be returned to the original purchase country or a SAMDUO-designated service location for inspection and warranty handling.
Any additional costs arising from cross-border transportation, customs clearance, or other related services due to such relocation may be borne by the customer unless otherwise required by applicable laws.
8. Warranty Eligibility
To qualify for warranty service:
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Product must be purchased from channels recognized by SAMDUO
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Valid proof of purchase is required
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Serial number must be intact and legible
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Product must not be tampered with or modified
Products purchased from unrecognized channels are not eligible for warranty service.
9. Warranty Exclusions
This warranty does not cover damage caused by:
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Misuse, abuse, or negligence
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Improper installation or operation
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Unauthorized repair or modification
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Use of third-party components
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Environmental damage (water, fire, extreme temperatures)
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Damage caused by improper storage conditions, including but not limited to prolonged storage under low battery conditions
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Normal wear and tear
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Damage caused by improper packaging during return shipment
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Failure to follow the troubleshooting instructions provided by SAMDUO
10. DOA Policy
Products that are defective upon arrival (DOA) within fourteen (14) days of delivery are eligible for priority replacement. SAMDUO may request basic verification before approving DOA replacement.
DOA cases may include:
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Inability to power on
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Severe physical damage upon delivery, or critical functional failure during initial use
11. Limitation & Discretion
SAMDUO reserves the right to determine:
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Whether a product is eligible for warranty service
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The appropriate method of resolution