Warranty Policy

WARRANTY PERIOD

LIMITED WARRANTY UP TO 3 YEARS FOR AC CHARGERS AND 2 YEARS FOR DC CHARGERS

1.1 Subject to the exclusions from Warranty coverage set forth below,

CITA EV warrants that your Charging Station will be free from any defects in materials or workmanship for a period (the “Warranty Period”) of three (3) years for the AC Charging Station and two (2) years for the DC Charging Station.

The charging cables and accessories, for which the Warranty is limited to one (1) year from commissioning. (a) The charging socket (Type 2, CCS2, GB/T, CHAdeMO) of a CITA EV comes with one (1) year of Warranty from the date of commissioning the hardware. (b) The HMI screen, with or without touch, also comes with one (1) year of Warranty. (c) If a non-CITA-approved installer or partner has installed the charger, then you can avail of only one (1) year warranty for AC and DC Charging Stations. If during the Warranty Period, your Charging Station becomes defective in breach of the Warranty, CITA EV will, upon written notice of the defect received during the Warranty Period, either repair or replace, at CITA EV’s election, the Charging Stations. The Warranty covers both parts and factory labour necessary to repair your Charging Station but does not include any on-site labour costs related to uninstalling or repairing the defective Charging Station or reinstalling the repaired or replacement Charging Station.

Important Note: The AC & DC Charger hardware must be installed without direct sunlight exposure to avoid overheating. Installing it without a shade or exposing it to direct sunlight will void the warranty claims.

TERMS AND CONDITIONS

1.2 Subject to clause 1.3, CITA EV shall, at its option, repair or replace defective Products if:

(a) Customer gives notice in writing during the warranty period within fourteen (14) days after the Customer has discovered or should reasonably have discovered that some or all of the Products do not comply with the Warranty as set out in clause 1.1;

 

(b) Customer returns such Products to CITA Smart EV Charger (at the location specified by CITA EV) at Customer’s cost and following the RMA (return merchandise authorisation) instructions from CITA EV if the nature of the Product allows such return; and

 

(c) CITA EV is given a reasonable opportunity of examining such Products and provided by Customer with all information it may reasonably require to proceed to such examination. Concerning repair, CITA EV is entitled to apply problem-avoiding restrictions and/or Workarounds

 

(d) CITA EV reserves the right to replace any unit under Warranty with a new unit if repair is not possible.

1.3 CITA EV shall not be liable for the Product's failure to comply with the warranty in clause 1.1 if:

(a) Customer makes any further use of such Products after giving a notice in accordance with or failed to provide notification within fourteen (14) days as set out in clause 1.2;
(b) The Error arises because Customer failed to follow CITA EV’s oral or written instructions as to the storage, installation, commissioning, use or maintenance of the Products or (if there are none) good trade practice (such as but not limited to use of the Products with parts, accessories or software not provided or approved by CITA EV);

(c) The Error arises as a result of CITA EV following any customization or Product specification supplied by Customer;

 

(d) Repairs or other interventions on the Products are performed by persons not trained for this purpose, against CITA EV’s oral or written instructions, or with parts not supplied or approved by CITA EV; or

 

(e) The Error arises as a result of fair wear and tear, willful damage or negligence by Customer and/or a third party, or abnormal working conditions (such as but not limited to damages resulting from vandalism, animals, high-pressure cleaners, natural disaster or Error in connected vehicles).

1.4 In all cases, the following are excluded from the coverage of the Warranty:

(a) Travel costs and labour costs of repair, including time spent on preliminary work or on disassembly and reassembly, if the repair of the Products is to take place at the installation site due to the nature of the Products;

 

(b) Cleaning, routine maintenance and preventative maintenance operations of the Products as defined in the Documentation, as well as the supply of products necessary for these operations;

 

(c) Restarting operations after the Product has been secured, for example, by circuit breakers, ground fault circuit interrupters (GFCIs), fuses or emergency stops; and

 

(d) In general, all operations on-site, especially if no parts need to be replaced.

1.5 The Agreement shall apply to any repaired or replaced Products supplied by CITA EV. This warranty statement is subject to change without prior notice.

STEPS TO CLAIM YOUR WARRANTY

  1. Activate your Warranty online during the installation and activation process on the CITA EV Warranty Registration Page. https://citaevcharger.co.uk/warranty-registration
  2. If at any time during the term of your Warranty, you believe you have a defective Charging Station, contact Customer Service at +44-800-368-6362 or [email protected], or for customers outside the UK, contact 0044-800-368-6362, and share your Charging Station Serial Number with our support team. If the Charge Point is connected to the CITA EV management system or any CITA EV-partnered CPMS, then the CITA EV team will determine if your issues may be resolved remotely.
  3. If your issues cannot be resolved remotely, to assure prompt and proper diagnosis and repair, physical on-site troubleshooting of suspected defects and coordination with CITA EV must be performed by an electrician at your sole expense. CITA EV will ship all replacement parts or Charging Stations to your electrician, who will be responsible for the receipt and return of all spare parts and Charging Stations.
  4. In connection with your support request, you will be asked for each of the following:
    1. A detailed description of the problems you are experiencing with the Charging Station;
    2. The model number and serial number of the Charging Station;
    3. Proof of purchase (such as a copy of the CITA EV invoice for your Charging Station); and
    4. Shipping information.
  5. If CITA EV determines that the defect appears to be covered by your Warranty and your Warranty is still in effect, you will be provided with a Returned Material Authorization number (RMA number) to reference when returning the defective Charging Stations for repair or replacement.
  6. Ship the defective Charging Stations to CITA EV and reference the RMA number in the shipping documentation. The Charging Station must be returned in its original shipping container or in another shipping container designed to prevent damage to the Charging Station.
  7. CITA EV will either repair or replace the defective Charging Stations at no charge to you and ship the repaired or replaced Charging Stations back to you at CITA EV’s expense.

IMPORTANT NOTICE TO END-USER

You are responsible for properly installing and maintaining the Charging Stations, including de-installing any defective Charging Stations and installing repaired or replacement Charging Stations returned to you.

 

Any service or repairs beyond the scope of the Warranty above will be performed upon customer approval at CITA EV’s then prevailing labour rates and other applicable charges.

 

Charging Stations that are found by CITA EV to be out-of-warranty or otherwise ineligible for warranty service will be returned, repaired or replaced upon customer approval at CITA EV’s standard charges at your expense.

 

Please read carefully through the detailed descriptions of the WARRANTY, the EXCLUSIONS FROM LIMITED PRODUCT WARRANTY, and the LIMITATIONS ON WARRANTY AND LIABILITY on the following pages to ensure that your Charging Station is eligible for warranty service without additional cost to you.

REPLACEMENT PARTS OR CHARGING STATIONS

You acknowledge that replacement parts or Charging Stations provided by CITA EV under the Warranty may be remanufactured or reconditioned parts or Charging Stations or if the exact Charging Station is no longer manufactured by CITA EV, a Charging Station with substantially similar functionality (“Replacement Products”). All replaced parts, whether under Warranty or not, become the property of CITA EV. Any replacement parts or Charging Stations so furnished will be warranted for the remainder of the original Warranty Period or ninety days from the delivery date of such replacement parts or Charging Stations, whichever is later. Should CITA EV cannot repair or replace your Charging Station, CITA EV will refund the purchase price of the Charging Station to you

EXCLUSIONS FROM WARRANTY

IMPORTANT: The Warranty on your Charging Stations shall not apply to defects or service repairs resulting from the following:

Improper site preparation or maintenance, improper installation, cosmetic damage such as scratches and dents, or normal aging.

 

Abuse, vandalism, damage or other problems caused by accidents, misuse or negligence (including but not limited to physical damage from being struck by a vehicle) or use of the Charging Stations in a way other than as specified in the applicable CITA EV documentation.

 

Installation, alteration, disassembly, modification or relocation of the Charging Stations that were not approved in writing by CITA EV or performed by CITA EV or by a certified CITA EV installer or service provider.

 

Use of the Charging Stations with software, interfacing, parts or supplies not supplied by CITA EV.

 

Damage from an extreme power surge, electromagnetic field or any acts of nature. – Any other causes beyond the control of CITA EV.

N ADDITION: The Warranty on your Charging Stations shall not apply if the original identification markings (for example, serial numbers and trademarks) have been defaced, altered or removed.

 

THE WARRANTY APPLIES ONLY TO YOUR CHARGING STATION AND NOT TO ANY CITA EV SERVICE PLAN. CITA EV SPECIFICALLY DOES NOT WARRANT THAT ANY CITA EV SERVICES WILL BE ERROR-FREE OR WILL OPERATE WITHOUT INTERRUPTION.

LIMITATIONS ON WARRANTY AND LIABILITY

NO AGENT OF CITA EV IS AUTHORIZED TO ALTER OR EXCEED THE WARRANTY OBLIGATIONS OF CITA EV. THE REMEDIES IN THIS LIMITED PRODUCT WARRANTY ARE YOUR SOLE AND EXCLUSIVE REMEDIES. CITA EV MAKES NO OTHER EXPRESS OR IMPLIED WARRANTIES OTHER THAN THE WARRANTY SET FORTH ABOVE. ALL OTHER WARRANTIES, INCLUDING WITHOUT LIMITATION ANY WARRANTY OF DESIGN, MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE (EVEN IF CITA EV HAS BEEN INFORMED OF SUCH PURPOSE) OR AGAINST INFRINGEMENT, ARE EXCLUDED TO THE EXTENT PERMITTED BY LAW. IF ANY IMPLIED WARRANTY CANNOT BE DISCLAIMED UNDER APPLICABLE LAW, SUCH IMPLIED WARRANTY SHALL BE LIMITED IN DURATION TO THE WARRANTY PERIOD DESCRIBED ABOVE. NO WARRANTIES APPLY AFTER THE EXPIRATION OF THE WARRANTY PERIOD.

Some states or jurisdictions do not allow the exclusion of express or implied warranties or limitations on how long an implied warranty lasts, so the above limitation may not apply to you.

CITA EV IS NOT LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, PUNITIVE OR CONSEQUENTIAL DAMAGES, INCLUDING WITHOUT LIMITATION LOST PROFITS, LOST BUSINESS, LOST DATA, LOSS OF USE, OR COST OF COVER INCURRED BY YOU ARISING OUT OF OR RELATED TO YOUR PURCHASE OR USE OF, OR INABILITY TO USE, THE CHARGING STATIONS, UNDER ANY THEORY OF LIABILITY, WHETHER IN AN ACTION IN CONTRACT, STRICT LIABILITY, TORT (INCLUDING NEGLIGENCE) OR OTHER LEGAL OR EQUITABLE THEORY, EVEN IF CITA EV KNEW OR SHOULD HAVE KNOWN OF THE POSSIBILITY OF SUCH DAMAGES. IN ANY EVENT, THE CUMULATIVE LIABILITY OF CITA EV FOR ALL CLAIMS WHATSOEVER RELATED TO THE CHARGING STATIONS WILL NOT EXCEED THE PRICE YOU PAID FOR THE CHARGING STATIONS. THE LIMITATIONS SET FORTH HEREIN ARE INTENDED TO LIMIT THE LIABILITY OF CITA EV AND SHALL APPLY NOTWITHSTANDING ANY FAILURE OF ESSENTIAL PURPOSE OF ANY LIMITED REMEDY.
Some states or jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.

ADDITIONAL INFORMATION

This Warranty shall be governed by and construed in accordance with the laws of the United Kingdom and United Arab Emirates, exclusive of its conflict of laws principles.
This Warranty is the entire and exclusive Agreement between you and CITA EV with respect to its subject matter, and any modification or waiver of any provision of this statement is not effective unless expressly outlined in writing by an authorised representative of CITA EV.