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PRO-L Electric Golf Trolley
After-Sales Service Policy & Standard Procedures
1. Service Commitment
To protect customer rights and standardize global after-sales service procedures, this dedicated policy has been established specifically for the PRO-L model. All warranty claims and evaluations must be based on the unique Serial Number (SN) located on the bottom of the product.
Verification Required: Product SN Baseline2. Limited Warranty Coverage Details
The warranty period begins from the original date of purchase. To align with higher industry standards and strengthen market competitiveness, the PRO-L core components are covered under the following tiered warranty structure:
| Component Category | Covered Parts | Warranty Period | Coverage Standard |
|---|---|---|---|
| Structural Components | Aluminum alloy frame, main folding hinge, axle | 24 Months | Non-human-caused structural fracture or deformation |
| Energy Storage | Lithium battery pack 36V 7AH | 24 Months | Excludes deep discharge damage |
| Charging Equipment | Original smart charger 36V | 24 Months | Natural electronic component failure |
| Drive System | Brushless motors, main controller (CPU) 180W x2 | 12 Months | Excludes water damage, overload burnout, or unauthorized disassembly |
| Control System | Remote control, pairing board, wiring harness | 12 Months | Excludes physical impact damage or button wear |
| Consumable Accessories | Tires, cup holder, umbrella holder, handle grip cover | 7 Days | Covers Dead-On-Arrival (DOA) only |
3. Improper Operation & Warranty Exclusions
⚠️ Important Notice
Warranty coverage will automatically become void under any of the following conditions, and repair costs shall be the responsibility of the user:
1 Improper Terrain
Operation in abnormal environments such as swamps, mud pits, deep mud, gravel areas, resulting in physical impact, frame distortion, or motor overload.
2 Startup Violations
Powering on the trolley before the battery is fully locked and secured inside the electronic control box, or operating while parts are known to be loose.
3 Water Damage
Using a high-pressure water gun to clean the motor/control box, immersing the battery, or water intrusion into the CPU caused by submersion.
4 Power Maintenance
Using non-original chargers, or deep discharge caused by failing to recharge the battery for an extended period (over 3 months).
5 Physical Impact
Internal BMS system defects or battery cell damage caused by dropping the battery pack from height or external crushing forces.
6 Modification
Cutting wires, disassembling motors, modifying circuits, or altering the AI-assisted control system firmware without explicit factory authorization.
4. Storage Environment & Maintenance Guidelines
- Temperature Baseline: Minimum storage temperature must not be lower than 5°C.
- Best Practice Environment: Strongly recommended to store the trolley and battery in a dry, room-temperature environment (20°C – 25°C).
- Climate Protection: Keep in a cool, ventilated area away from direct sunlight. Minimize exposure to extreme rain conditions.
- Standard Cleaning: Use a damp cloth to wipe the trolley frame. Never directly spray water into electronic compartments or charging ports.
5. Standard After-Sales Service Procedure (SOP)
01
Warranty Claim Submission
Users or distributors must submit requests via email to aurora@sviwo.ltd including: Product Serial Number (SN), Proof of purchase, and a clear video showing the technical issue.
02
Technical Diagnosis (Within 24 Hours)
The engineering team will diagnose the cause. For simple issues like "sleep mode" activation or depleted remote batteries, direct online troubleshooting guidance will be provided instantly.
03
Repair & Replacement Solutions
Modular Replacement: Plug-and-play components (batteries, remotes) will be shipped directly for customer self-installation.
Service Center Repair: For motor or controller-related internal faults, customers will be routed to the nearest authorized service center.
Shipping Cost & Matrix Responsibility
| Situation | Shipping to Service Center | Return Shipping | Parts Cost |
|---|---|---|---|
| DOA (Within 7 Days) | Paid by SVIWO | Paid by SVIWO | Free |
| Within 6 Months of Purchase | Paid by User/Distributor | Paid by SVIWO | Free |
| 6–24 Months After Purchase | Paid by User/Distributor | Paid by User/Distributor | Free |
| Out-of-Warranty / Human Damage | Paid by User | Paid by User | User Paid |
6. Frequently Noted Issues
Q: Remote Control Not Responding?
A: Please first check whether the remote battery has power and confirm whether the trolley has entered "Idle Sleep Mode" after 15 minutes of inactivity. Press the "START" button twice to reactivate the control system.
Q: Flashing Indicator Lights on Slopes?
A: Rapid voltage fluctuations during steep uphill or downhill driving may cause temporary light fluctuations. This is a built-in sensor behavior and is considered normal operation.