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Warranty Policy

Arkpax offers a clear and reliable warranty designed to make your service experience as smooth as possible. Please refer to the table below for the warranty periods of different products, as warranty durations may vary by model. The warranty period started when the original purchaser received the products.

 

Warranty Timeline

Item
Standard Warranty Period (The standard warranty period is specified for each product. Some models may come with an extended warranty. Please refer to the product page online or the item's invoice for the exact duration.)
Ark PRO 2400W
2 years
Ark PRO Extra Battery 2300Wh
2 years
Ark 1800W
2 years
Ark EVO 1800W
2 years
Ark NOA 600W
2 years
Titan 1200W
2 years
Core 1200W
2 years
Core 300W
2 years
200W Portable Solar Panel
1 year
Folding Trolley
6 months
3in1 Trolley Bag
6 months
Hulk-Belt Rope Harness
6 months
Hulk-Belt Rope Handle
6 months
12V 10A Charging Cable with Clamps
6 months
XT-60 Serial Connection Cable
6 months


You may register your product to obtain an extended warranty provided by Arkpax. Register your product at https://arkpax.com/pages/register-your-product

Warranty Claims for Quality-Related Issues

For products purchased through channels other than Arkpax’s official online store, please contact the original place of purchase for after-sales service, as different retailers or distributors may provide their own warranty terms.

Arkpax’s limited warranty applies only within the country where the product was originally purchased. The warranty becomes void if the product is transported outside of its original country of purchase or shipment from an authorized online order.

For quality-related warranty claims, products will be replaced with a factory-refurbished model of equal value when available; otherwise, a new item will be provided. In cases where a replacement is not available or not preferred, Arkpax may offer a partial refund based on the usage period of the product.

Warranties on all replacement products will follow the original warranty period of the defective item, or three (3) months after replacement, whichever is longer. Warranty coverage will be void once a product has been fully refunded.

Warranty claims for product defects must be completed within 90 days after the initial warranty claim is filed. Warranty service cannot be processed for any product that has exceeded either its original warranty period or the 90-day warranty claim request window, whichever is longer.

 

How to Submit a Warranty Claim

  • Contact Arkpax Customer Service at info@arkpax.com.
  • Provide proof of purchase, product serial number, and a description of the issue.
  • Our team will guide you within 48 hours through troubleshooting steps to verify if your product qualifies for warranty service.

 

Warranty Claim Requirements

  • The buyer must provide sufficient proof of purchase.
  • Arkpax must document the troubleshooting steps taken during the customer's support process.
  • The defective item's serial number and/or clear visual evidence of the defect are required.
  • It may be necessary to return the product to Arkpax for quality inspection.
  • For warranty claims that require product return, the warranty for any replacement product will be void if the buyer returns the wrong item or fails to return the defective product.

 

Return Material Authorization (RMA) Process

To initiate a return, please contact the Arkpax Customer Service Team at info@arkpax.com. Our team will assist you in verifying your eligibility for warranty service.
If your item qualifies under the Arkpax Warranty Policy, you will receive a prepaid shipping label. Please carefully follow the instructions provided by Arkpax Support to securely pack and return the product.

 

Replacement

For eligible replacements, Arkpax will arrange the shipment of the replacement item within 15 business days after the defective item has been received and confirmed at our warehouse (subject to delays caused by force majeure or other unforeseen circumstances). Replacement availability is dependent on inventory status.
The warranty for the replacement item will continue for the remainder of the original product’s warranty period or three (3) months from the date of replacement, whichever is longer.

 

Valid Proof of Purchase

  • Order number from online purchases made through Arkpax’s official website.
  • Sales invoice.
  • Dated sales receipt from Arkpax’s official website showing the product description and purchase price.
Please note: More than one type of proof of purchase may be required to complete a warranty claim (such as a money transfer receipt along with confirmation of the original shipping address).

 

Shipping Costs

Shipping costs must be covered by the buyer in the following situations:
  • Returning products for any reason other than a verified quality defect.
  • Warranty claims for items that have been transported outside the original country of purchase.
  • Accidental returns made by the buyer.
  • Returning personal items instead of Arkpax products.
  • Returning items that are claimed to be defective but found to be fully functional after Arkpax’s quality inspection.
  • Returning defective products through international shipping.
  • Any costs associated with unauthorized returns (returns made outside of the approved Arkpax warranty process).
  • Using non-designated couriers or logistics methods not approved by Arkpax.
  • Returns that cannot be delivered due to incorrect or incomplete shipping information provided by the customer.

 

Shipping Responsibility and Inspection

  • Customers must use the shipping method and label provided or approved by Arkpax. We reserve the right to reject returns sent via unapproved logistics channels.
  • Before shipping, customers are strongly advised to take clear, multi-angle photos of the product and packaging to serve as a record of its pre-shipment condition.
  • Upon arrival, Arkpax will inspect the returned item(s) for any damage incurred during transit.
  • If the product is damaged during return shipping and no proper documentation is available to verify pre-shipping condition, Arkpax shall not be held liable for the resulting damage.
  • Responsibility for any loss or damage in transit lies with the sender unless the shipment was arranged by Arkpax using a prepaid shipping label.

 

Not Covered Under Warranty

Compliance & Verification

  • Proof of Purchase: Any product for which a valid proof of purchase (receipt, invoice) or delivery record cannot be provided.

  • Expired Warranty: Any product whose warranty period has expired.

  • Unauthorized Channels: Products purchased from unauthorized sellers, dealers, or resellers.

  • Identification: Devices where the manufacturer’s serial number (SN) has been altered, defaced, removed, or rendered illegible.

Misuse & Environment

  • Abuse & Accidents: Damage caused by misuse, abuse, rough handling, or accidents, including but not limited to dropping, falling, or high-impact collisions.

  • Extreme Conditions: Damage resulting from exposure to extreme temperatures, severe weather (e.g., strong winds, sandstorms), or operation in environments with heavy electromagnetic interference (e.g., near high-voltage lines, radio towers, or substations).

  • Power Issues: Damage caused by connection to improper power supplies, or resulting from external power failures, fluctuations, and surges.

  • Third-party Compatibility: Damage resulting from the use of non-original or non-recommended spare parts, consumables, or auxiliary peripheral accessories.

Maintenance & Modification

  • Unauthorized Alterations: Products that have been repaired, modified, or had their internal circuitry altered by an unauthorized third party without prior written consent.

  • Normal Wear and Tear: Ordinary wear and tear (e.g., cosmetic scratches, natural degradation of battery capacity over time and usage).

  • Inadequate Shipping: Damage incurred during return transit due to failure to adequately package the product for shipping.

Special Items

  • Loss/Theft: Lost or stolen products.

  • Promotional Goods: Free products or promotional gifts.

  • Non-Quality Claims: Non-quality related issues reported more than 30 days after the date of purchase.

  • Force Majeure: Damage caused by fire, flood, lightning, earthquake, or other natural disasters (Acts of God).

Special Note on Water Damage and IP Ratings:

IP Rating Definition: Products with an Ingress Protection (IP) rating (e.g., IP67) are tested under controlled laboratory conditions. These ratings indicate resistance to water ingress under limited and specific conditions (e.g., shallow immersion in fresh water for a specific duration).

Exclusions: Water damage is not covered if it results from use outside the certified IP rating limits, including but not limited to:

  • Exposure to high-pressure water jets or deep-sea immersion.
  • Immersion in salt water (seawater), soapy water, pool chemicals, or other corrosive liquids.
  • Failure to properly secure all seal caps or ports before exposure to moisture.
  • Operation in extreme weather conditions (e.g., severe rainstorms or typhoons) that exceed the tested rating.
  • Natural degradation or damage to seals caused by aging, impact, or unauthorized disassembly.

 

Arkpax is not liable for:

  • Loss of data resulting from the use of Arkpax products.
  • Personal items accidentally returned to Arkpax.
When returning products using a prepaid shipping label provided by Arkpax, Arkpax assumes responsibility for any damage or loss that occurs during transit. However, for returns related to non-quality issues, the buyer assumes all responsibility for any damage or loss incurred during transit. Arkpax does not offer refunds for items that are damaged during transit in connection with non-quality related warranty claims.

 

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