Warranty & service
A 12-month warranty, backed by engineers who answer
Every EVCSTAR charger is covered for 12 months from delivery. Faults are diagnosed remotely, parts are shipped to you, and technical support continues for the life of the charger.
- Standard warranty
- 12 months
- First reply
- 1 working day
- Replacement parts
- Free in warranty
- Technical support
- Lifetime
What the warranty covers
- Defects in materials and workmanship of the charger and its factory-fitted parts
- Power modules, control boards, contactors, displays, RFID readers and communication modules
- Charging cables and connectors that fail in normal use
- Firmware faults — fixed by remote update at no charge
What it does not cover
- Damage caused by installation that does not follow the installation manual or local electrical code
- Faults from supply problems outside the rated input range, lightning or flooding
- Physical damage: vehicles hitting the charger, cut or crushed cables, vandalism
- Changes to hardware or firmware made without our written approval
- Normal wear of cosmetic parts, and labour of the local installer on site
How a warranty claim works
Four steps, most of them remote. Keep the serial number label on the charger readable — it identifies the unit and its build.
- 01
Report the fault
Email sales@evcstar.com with the serial number, invoice or order number, a short description, photos or a video, and the error code or session log if available.
- 02
Remote diagnosis
Our engineers review the logs — over OCPP or from files you send — and reply within one working day with the cause or the next test to run.
- 03
Fix
Most faults are solved remotely by configuration or firmware. If a part has failed, we ship the replacement part, or a replacement unit where the part cannot be changed on site.
- 04
Close & learn
If we ask for the faulty part back, we arrange it. Each case is recorded so recurring issues are fixed in production.
After-sales service
Technical support for the charger’s life
Email and video support for installers and operators, during and after the warranty period.
Firmware updates
Updates for bug fixes, OCPP changes and new features, installed remotely where the charger is online.
Spare parts
Spare parts stay available after the warranty at cost-based prices. For larger projects we recommend a spare-part kit with the first order.
Documents & training
Installation manual, wiring diagrams, OCPP configuration guide and online training for your installers.
Warranty questions
How long is the EVCSTAR warranty?
12 months from the delivery date for every charger series. Longer terms can be agreed for large projects and are written into the order.
Who pays for replacement parts during the warranty?
We supply replacement parts free of charge during the warranty. On-site labour is carried out by your local installer.
Do I need to send the charger back to China for repair?
No. Faults are diagnosed remotely and fixed by firmware or by replacing a part on site. A complete unit is replaced only when the failed part cannot be changed in the field.
What should be in a spare-part kit?
For DC sites we usually recommend a power module, a control board, a display, an RFID reader, contactors and fuses; for AC sites a control board, an RFID reader and a charging cable. We size the kit to the number of chargers.
Tell us about your charging site
Share the site type, number of bays and grid capacity — our engineers will recommend a charger configuration.