1. Overview

At Best Green Energy Solution (BGES Lithium), we are committed to providing reliable after-sales support for all our lithium-ion battery products and energy storage solutions. This Support Policy outlines what kind of assistance you can expect from us, how to reach us, and the response timelines you can count on.

Our support team consists of trained professionals with expertise in battery technology, ensuring you receive accurate guidance for all product-related queries.

2. Support Channels

You can reach our support team through the following channels:

3. Support Hours & Response Times

Our team is available during the following hours. Response times may vary depending on the volume of requests received.

4. Scope of Support

Our support team is equipped to help you with the following:

• Pre-purchase guidance — choosing the right battery for your application
• Order tracking, invoice queries, and payment-related issues
• Product setup, installation guidance, and compatibility questions
• Troubleshooting performance issues under normal usage conditions
• Warranty claim processing and defect assessment
• Returns and refund request initiation
• Battery safety advice and proper storage guidance
• Technical specifications and datasheet requests

5. Outside Scope of Support

The following are not covered under our standard support policy:

• Damage caused by misuse, improper charging, overloading, or physical abuse
• Modifications or repairs performed by unauthorised third parties
• Issues arising from use of incompatible chargers or accessories
• General electrical or engineering consultancy unrelated to our products
• Support for products purchased from unauthorised resellers
• On-site installation or field servicing (unless separately agreed in writing)

6. Technical Support

BGES Lithium provides free technical support for all products purchased directly from us. Our technical team can assist with:

• Battery management system (BMS) queries and configuration guidance
• Charging cycle recommendations and capacity optimisation
• Voltage and current compatibility checks for your application
• Safe integration of battery packs into EVs, solar systems, or UPS setups
• Interpretation of performance data and capacity readings

For complex technical queries, our team may require up to 3–5 business days to consult with our engineering team and provide a thorough response.

7. Escalation Process

If you feel your issue has not been resolved satisfactorily, you may escalate it by following these steps:

• Reply to your existing support email thread with the word "ESCALATE" in the subject line.
• Provide a brief summary of the issue and the steps already taken to resolve it.
• A senior support representative will review your case within 2 business days.
• Escalated cases are reviewed by our management team to ensure a fair and timely resolution.

8. Customer Responsibilities

To help us resolve your issue as quickly as possible, we ask that you:

• Provide your order number, product name, and purchase date when raising a support request.
• Describe the issue clearly and include photos or videos where applicable.
• Read the product manual and safety guide before contacting support for setup or usage queries.
• Ensure batteries are stored and used in accordance with the guidelines provided.
• Respond to our support team's follow-up questions promptly to avoid delays in resolution.
• Do not attempt to disassemble or repair battery products yourself, as this voids the warranty and may pose a safety risk.