Warranty

Limited warranty for Tera EV chargers

Tera offers a limited warranty on its EV chargers to the original purchaser for use at their residence. This warranty is applicable only to the initial buyer and is non-transferable, unless prohibited by local laws. Coverage is valid for purchasers in the U.S.A, Canada, Germany, France, Italy, Spain, and the UK. To ensure product quality, this warranty is applicable only to chargers purchased directly from Tera via tera-innovation.com, Amazon, or an authorized Tera distributor in these regions, unless otherwise stated by law. Tera reserves the right to deny warranty claims for products bought from unauthorized sellers, including non-authorized online platforms.

 

Limited Two-Year Parts Exchange Warranty

Under normal operating conditions, Tera warrants that your charging station will be free from defects in materials and workmanship for two (2) years from the date of original purchase or delivery (whichever is later). If a defect arises during this period, Tera will, upon receiving written notification, choose to either repair or replace the defective charging station. This warranty covers both parts and factory labor required to repair the charger but does not cover any on-site labor costs related to uninstallation or reinstallation of the repaired or replacement unit.

No Tera representative is authorized to extend or alter these warranty terms, except in cases of custom orders, which are governed by a separate agreement. The remedies provided under this warranty are the purchaser's sole and exclusive remedies. Tera makes no other express or implied warranties beyond those stated herein. Any implied warranties, including but not limited to those of design, merchantability, fitness for a particular purpose, or non-infringement, are excluded to the maximum extent permitted by law and are limited in duration to the warranty period. No warranties apply beyond the expiration of the warranty period.

 

Steps to Obtain Warranty Service

1. Contact Customer Support: If you believe your charging station is defective within the warranty period, contact Tera customer support at +1 (626)438-1404 or cs@tera-innovation.com and initiate a warranty claim.
2. Provide Required Information: You will need to provide

• A detailed description of the problems, along with pictures or videos if needed;
• Model number or Virtual ID of the charger;
• Proof of purchase, including order ID or screenshot of order detail;
• Your shipping information.

3. Assessment and Replacement/Repair: If Tera determines that the defect is covered under the warranty and the warranty is still valid, you will either receive a replacement or be provided with a shipping address to return the charger for repair.
4. Return & Repair: Tera will provide a shipping label for the return of the defective charger. Upon receiving it, Tera will repair or replace the unit and ship it back at no cost to you.

 

Important Information

1. Installation and Maintenance: You are responsible for proper installation and maintenance of the charging station, including the un-installing of any defective charging station and the installation of the repaired or replacement charging station returned to you.
2. Out-of-Warranty Repairs: Any repairs or services outside the scope of the warranty will be performed upon customer approval at Tera's current labor rates and other applicable charges.
3. Non-Covered Services: Charging stations found to be out-of-warranty or otherwise ineligible for warranty service will be returned, repaired, or replaced at the customer's expense, upon approval.

 

Exclusions from Limited Warranty

This warranty does not cover:
1. Improper site preparation or maintenance, improper installation, cosmetic damage such as scratches and dents, or normal aging.
2. Damage caused by abuse, vandalism, accidents, misuse, negligence, or being struck by a vehicle.
3. Damage caused by third-party software, parts, accessories, or other products not supplied by Tera.
4. Damage resulting from extreme power surges, electromagnetic fields, acts of nature, or other causes beyond Tera's control.
5. Damage resulting from the use of non-genuine Tera accessories or parts (e.g., third party cable/plug).
6. Cases where original identification markings have been altered or removed, or where the charging station is used for purposes other than at a single-family residence.

Updated: Aug 8, 2024