Troubleshooting:

Please check our troubleshooting guides before making a warranty claim/returning your product, as the symptoms you are experiencing may be addressed in our troubleshooting guides.

Product return:

If you believe your product is still covered by the warranty and have already checked our troubleshooting page, please return the product together with the receipt to the retailer/place of purchase along with a description of the fault.

We have an agreement with our retailers and distributors whereby the retailer should then provide a replacement product.

All products purchased from, for example, Amazon must be returned to Amazon via their return process.

The warranty period for a product is specified in the applicable user manual supplied with the purchased product.

If you are unable to obtain a replacement product from the retailer, please complete our web form and select “Support request” and “12V/24V charging” from the list of options. We will then contact you within 3 working days.

CTEK SUPPORT WEB FORM

Preliminary assessment and return authorization:

Once a CTEK representative has received your request, they will verify warranty coverage and eligibility.

If the product is within the warranty period and meets the warranty conditions, the return process will proceed.

CTEK will send a link to a Return Material Authorization (RMA) web form by email, allowing the customer to provide CTEK with necessary information such as proof of purchase, purchase date and serial number.

Once CTEK has received and checked the product, the customer will receive an RMA/case number and instructions for returning it if needed. The customer is responsible for packing the item securely and sending it back to the company.

Receipt and inspection:

Upon receipt of the returned item, CTEK will inspect the product. This includes checks for visible damage, signs of misuse or modifications.

If the problem is not immediately apparent, diagnostic tests may be performed.

Test equipment or software is used to assess the product’s functionality and to replicate reported issues.

Fault identification:

CTEK determines whether the reported issue is due to a manufacturing defect or is covered by the warranty. If a defect is found, CTEK will carry out repair, replacement, or refund/credit in accordance with the warranty terms.

No Fault Found (NFF) process:

If no faults are detected during inspection and testing, and after the product has been carefully checked, the customer will be informed of the outcome.

The product is thoroughly documented and checked again to ensure accuracy.
CTEK may provide the customer with additional troubleshooting tips.

At this point, CTEK will return the product to the customer. The customer may also be responsible for return shipping costs where applicable.

Resolution:

Based on the results, appropriate actions are taken:

If a fault is confirmed:

The product is repaired, replaced or refunded in accordance with the warranty terms.

If no fault is found:

The product is returned to the customer together with a detailed report of the inspection results.

Further assistance may be offered if the customer encounters similar issues in the future.

Closure:

Once the resolution has been implemented, the warranty return case is closed.
Customer satisfaction is ensured through follow-up communication and support if needed.

Continuous improvement:

Feedback from warranty returns is collected and analyzed to identify trends or areas for product improvement.

Processes are updated as needed to improve customer satisfaction and product quality.'

Additional information about product warranty

Limited warranty

CTEK issues a limited warranty to the original purchaser of the product.
Depending on the product, the limited warranty period varies.

The limited warranty is non-transferable. The warranty covers manufacturing defects and material defects.

The warranty is void if the product has been handled carelessly or repaired by anyone other than CTEK or its authorized representatives.

CTEK makes no other warranty than this limited warranty and is not liable for any other costs than those mentioned above, i.e. no consequential damages. In addition, CTEK is not obligated to provide any other warranty than this warranty.

Circumstances that invalidate the limited warranty

If the product has been opened, including if the seal is broken, deliberately damaged, or in any way modified or altered; including cables, electronics, mechanics or other parts of the product; products that have been repaired by anyone other than CTEK or its authorized representatives; products that have been used with supplies and accessories other than those approved in writing or supplied by CTEK; incorrect use or failure to comply with installation, commissioning, operation or maintenance instructions (i.e. not in accordance with the user manual); unauthorized modifications, alterations or attempts at repairs; vandalism, destruction caused by external influences and/or persons/animals; failure to comply with applicable safety standards and regulations; faults caused by fire, water, snow, moisture or other liquids except as specified for normal use; products where the serial number is defaced, altered or removed; any use of a product that is not in accordance with either the product’s design or how CTEK intended the product to be used; any installation and/or modifications that prevent normal servicing of the product; normal wear and tear and cosmetic damage such as, but not limited to, corrosion, scratches, dents, rust, stains, non-functional parts such as, but not limited to, plastics and surface finishes; damage, faults, errors and/or imperfections caused by misuse, tampering, illegal use, neglect, prolonged use or operation; or faults caused in any other way by the customer/retailer/user.

Additional information

CTEK provides no other warranties than those stated herein and CTEK shall under no circumstances be liable for indirect or consequential damages. The defective product shall be returned with the receipt to the retailer/place of purchase together with a description of the fault. Goods returned to CTEK are subject to CTEK’s discretion and are only valid with an approved RMA reference number (Return Material Authorisation) issued by CTEK to the purchaser. Products sent directly to CTEK without an RMA will be returned to the sender at the sender’s expense. The warranty period for a product is specified in the applicable user manual supplied with the product. The warranty is only valid if the warranty period has not expired. If the warranty claim for a defective product is not approved by CTEK, the product will only be returned if the sender expressly requests it. The customer/retailer/place of purchase pays the shipping. Defective products are repaired or replaced with a replacement product and returned at CTEK’s expense. If the warranty period has expired, the product is returned without further investigation at the customer’s/retailer’s/place of purchase’s expense. Defective products will be scrapped by CTEK if they are deemed irreparable. CTEK reserves the right to vary, modify or change the terms herein due to changes in the availability of services, products and/or spare parts, or in order to comply with applicable policies, rules, regulations and laws, without prior notice.

National usage restrictions

Some countries, states or provinces have different electrical regulations and standards than those stated in this manual. Installation and use of the product must comply with local regulations.