Warranty Policy

All Hoymiles products purchased through shop.hoymiles.com are covered by a limited voluntary warranty provided by us, as described below. Your statutory warranty rights for defective products apply in full and in addition to this limited voluntary warranty. 

The period of the Limited Voluntary Warranty begins from the date the product is delivered to the original purchaser, as shown in the applicable delivery records.

 

Warranty Period

 

Scope of the Limited Voluntary Warranty

The Limited Voluntary Warranty covers any defects, damages, alterations or malfunctions caused by defects in materials or workmanship (in the following “Defects”) during the applicable warranty period and for which none of the exclusions and limitations set out below apply. The Limited Voluntary Warranty covers both remediation of Defects by means of remote diagnostics as a first attempt to resolve a Defect, as well as the replacement of a product affected by a Defect, provided that the Defect cannot be resolved by means of remote diagnostics. The procedure for claiming the Limited Voluntary Warranty is set out below in the section "Procedure for Claiming the Warranty".

 

Exclusions and Limitations

This Limited Voluntary Warranty applies exclusively in the country of purchase and is limited to products purchased through our online shop at shop.hoymiles.com. It does not extend to products that are transferred to, or directly shipped to another country after purchase.

Claims relating to Defects that are caused by the following factors or events are not covered by Hoymiles’ Limited Guarantee:

• Force majeure events, including but not limited to storm damage; lightning strikes; over-voltage; fires; thunderstorms; flooding; civil unrest, conflicts, or government intervention; or other events outside the reasonable control of Hoymiles;
• Improper installation, commissioning, start up, or operations that do not follow the user manual or the installation guide provided by Hoymiles with the delivered products;
• Inadequate ventilation and circulation (Inadequate ventilation and circulation may result in minimized cooling and natural air flow, which may cause overheating );
• Installation in a corrosive environment;
  
• Damage during transportation (this does not affect your statutory warranty rights); 
  
• Unauthorized repair attempts by unauthorized third parties or the customer; 
  
• Unauthorized removal and re-installation; 
  
• Defects that do not affect the normal use of the product, including but not limited to normal wear to appearance or cosmetic or superficial defects, dents, marks, or scratches; 
  
• Defects caused by defects of other components not provided by Hoymiles;  
  
• Operational failures resulting from extreme environmental factors beyond product specifications; 
  
• If Defects are caused by parts, materials or equipment that has not been manufactured by Hoymiles.
  

In addition, Hoymiles' Limited Voluntary Warranty does not apply under the following circumstances:

• Any Defects that occur when the Product guarantee period has expired; 
  
• If original identification marks (including the trademark and serial number) of the product have been altered or removed; 
  
• For free products/freebies/rewards/gifts;
• If the product is used outside the applicable territory specified in these Terms.

How to Apply for Warranty

1. Remote Support

If you experience any issue with your product, please contact our customer service team via shop.support@hoymiles.com with your order details, product information, and a clear description of the problem. Providing photos or videos will help us better understand the situation. 

Once we receive your request, our technical team will first offer remote support to diagnose and resolve the issue, as most problems can be handled without returning the product.

2. Product Replacement

If the issue cannot be resolved through remote support, we will arrange a replacement and guide you through the next steps. 

If the problem is confirmed to be a manufacturing defect covered by this Limited Voluntary Warranty, we will cover the shipping costs for a replacement product and replace the defective product .

Please note that this Limited Voluntary Warranty only applies to problems that occur under normal use. Please refer to the scope and exclusions and limitations sections above for more details. 

 

 

The issuer of the Limited Voluntary Warranty is:
Company name: Hoymiles MyEnergy GmbH
Address: Lurgiallee 10, 60439 Frankfurt am Main
Email address: service@hoymiles.com
Website: https://shop.hoymiles.com/

This Policy forms an integral part of the Terms of Service. Any matters not addressed herein shall be governed by the Terms of Service. In the event of any inconsistency between this Policy and the Terms of Service, this Policy shall prevail.