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 Warranty Policy

Warranty & Maintenance Documentation

Clear warranty documentation gives you complete confidence in every BESS system.

WARRANTY POLICY FOR C&I (BESS)

Document Code: CS-HM-001-V2.0

1. General Information

Item Details
Document Title WARRANTY POLICY FOR C&I BESS
Document Code CS-HM-001-V2.0
Applicable Department After-Sales Service Center
Date of Issue 22 January 2026
Version 2.0
Prepared by Director of Aftersales Service Center
Reviewed by Director of Aftersales Service Center
Approved by CEO

2. Purpose

This Warranty Policy is established to safeguard the legitimate rights and interests of customers, and to maintain the performance and reliability of the Battery Energy Storage System (hereinafter referred to as the “Product”) throughout its operational lifecycle. Through clearly defined commitments regarding warranty period, warranty scope, as well as applicable terms, conditions, and limitations, this Policy aims to provide customers with the following benefits:

  • Enhance assurance and confidence when investing in the Product;

  • Optimized operational costs through entitlement to component repair or replacement and technical support in accordance with the manufacturer’s standards. operating costs with the benefit of replacement, repair, and technical dsupport in accordance with manufacturer standards.

3. Scope of Application

This Warranty Policy applies to all Products supplied and installed by GG Industries (GGI) within the territory of the Socialist Republic of Vietnam, including but not limited to:

  • GG-EL-125/261-G400

  • GG-EL-250/836-G400

  • GG-EL-400/836-G400

  • GG-EA-050/100-G400

4. Definitions and Abbreviations

No. Term / Abbreviation Description
1 BESS Battery Energy Storage System
2 BMS Battery Management System – A system responsible for monitoring, protecting,
and managing battery cells, modules, and packs.
3 Battery Cell The fundamental electrochemical energy storage unit capable of generating and storing electrical energy. Multiple cells are connected to form a Battery Module or Battery Pack to increase capacity and voltage.
4 DOD

Depth of Discharge – The percentage of battery capacity that has been discharged
relative to its rated capacity.
5 EA Energy Air – Designation for an air-cooled thermal management system.
6 EMS Energy Management System
7 EL Energy Liquid – Designation for a liquid-cooled thermal management system.
8 Warranty Replacement Parts Components, assemblies, or equipment supplied by the manufacturer to the customer free of charge within the warranty period and warranty scope defined under this Policy.
9 Repair Replacement Parts Components used for troubleshooting, maintenance, or upgrading outside the warranty scope.
10 Battery Module A Battery Module is an assembly consisting of multiple Battery Cells connected in a specific configuration to increase voltage and capacity. The Battery Module serves as an intermediate level in the hierarchical structure between Battery Cells and a Battery Pack.
11 Battery Pack A Battery Pack is an assembly of multiple Battery Modules interconnected in a specific configuration to achieve the required voltage and capacity. A Battery Pack mainly integrates a BMS, safety sensors, mechanical enclosure, and protective
mechanisms.
12 FP Fire Protection - Fire Prevention and Firefighting system in accordance with applicable laws and regulations.
13 PCS Power Conversion System
14 PDU Power Distribution Unit
15 RH Relative Humidity
16 RMA Return Merchandise Authorization – Authorization issued for warranty claim processing, repair, or product return.
17 SOC State of Charge – The current charge level of a battery expressed as a percentage of
its rated capacity.
18 SOH State of Health – An indicator of the battery’s overall condition relative to its nominal performance when new.
19 TMS Thermal Management System – A system designed to control and maintain the operating temperature of the battery system.
20 Charge/Discharge Rate (P-Rate) A parameter indicating the rate of battery charging or discharging relative to its nominal capacity. A higher P-Rate represents a faster charge or discharge rate.

5. Policy Content

In the event of any inconsistency or discrepancy among the Contract, the User Manual, and this Warranty Policy, the provisions relating to the Product warranty shall prevail and be applied in the order of priority as stated above.

5.1 Warranty Period and Scope

5.1.1 Liquid-Cooled Product Line

5.1.1.1 Product and Associated Components Warranty

  • Warranty Period: Twenty-four (24) months from the date of Product acceptance and handover.
  • Warranty Scope: This warranty covers all equipment and associated components of the auxiliary systems, including PCS, BMS, EMS, TMS, mechanical components, cabling and electrical equipment, protection devices, and fire protection systems. This warranty excludes consumables and components subject to wear and periodic replacement during operation, including but not limited to air filters, cooling fans, surge protection devices, fuses, and overvoltage protection devices.

5.1.1.2 Battery Pack Warranty

  • Warranty Period: Sixty (60) months from the date of Product acceptance and handover.
  • Warranty Scope: This warranty covers defects in materials or workmanship that adversely affect the energy storage performance and operational lifespan of Battery Cells.

5.1.2 Air-Cooled Product Line

5.1.2.1 Product and Associated Components Warranty

  • Warranty Period: Thirty-six (36) months from the date of Product acceptance and handover.
  • Warranty Scope: This warranty covers all equipment and associated components of the auxiliary systems, including PCS, EMS, the air-cooled thermal management system, mechanical components, cabling and electrical equipment, protection devices, and fire protection systems. This warranty excludes consumables and components subject to wear and periodic replacement during operation, including but not limited to air filters, cooling fans, surge protection devices, fuses, and overvoltage protection devices.

5.1.2.2 Battery Pack and BMS Warranty

  • Warranty Period: Sixty (60) months from the date of Product acceptance and handover.
  • Warranty Scope: This warranty covers defects in materials or workmanship that adversely affect the energy storage performance and operational lifespan of Battery Cells.

5.1.3 Performance Warranty

Product Line Guaranteed Performance
GG-EL-125/261-G400 State of Health (SoH) of 70% at 8,000 cycles, under operating conditions of 0.5P, standard ambient temperature of 25 ± 3 °C, and 95% DoD.
GG-EL-250/836-G400

State of Health (SoH) of 70% at 7,000 cycles, under operating conditions of 0.3P, standard ambient temperature of 25 ± 3 °C, and 95% DoD.
GG-EL-400/836-G400

State of Health (SoH) of 70% at 7,000 cycles, under operating conditions of 0.5P, standard ambient temperature of 25 ± 3 °C, and 95% DoD.
GG-EL-050/100-G400 State of Health (SoH) of 70% at 6,000 cycles, under operating conditions of 0.5C, standard ambient temperature of 25 ± 5 °C, and 90% DoD

5.1.4 Warranty Commencement Date

  • The warranty period shall commence from the date of Product acceptance and handover.
  • If the Product has been delivered to the installation site but is not installed, accepted, and handed over within one hundred and eighty (180) days due to reasons attributable to the customer, the warranty period shall commence from the date on which the Product is delivered to the installation site.

5.2 Replacement Parts

  • Replacement shall be made at the component level

  • GGI shall have the sole discretion to determine the form and condition of warranty replacement components provided to the customer, provided that such replacement components shall deliver performance equivalent to that of the original components at the time of replacement.

  • Repair replacement components shall be new and genuine parts.

  • Upon replacement, any removed defective components or parts shall become the property of GGI. In cases where the Product is determined to be outside the warranty scope, GGI reserves the right to charge costs associated with handling, repair, or replacement.
  • For components repaired or replaced by GGI, the warranty period of such components shall be the remaining warranty period of the Product or six (6) months from the date of repair or replacement, whichever is longer.

5.3 Warranty Conditions

  • All Products, equipment, accessories, and components must be originally supplied by GGI or by a party duly authorized by GGI.

  • The Product serial number must match the serial number registered in GGI’s warranty records and shall show no signs of alteration, erasure, or tampering.
  • If the Product has not yet been installed, the storage conditions at the storage location shall comply with the following requirements:
    • Temperature: within the range of –30°C to 60°C (–20°C to 50°C for air-cooled Products), with a recommended range of 10°C to 50°C;
    • Humidity: within the range of 5% to 80% RH, with a recommended range of 40% to 50% RH;
    • The equipment shall be stored in a well-ventilated area, protected from direct sunlight and rainwater;
    • The equipment shall not be placed near areas exposed to flammable, explosive, or corrosive substances. The recommended safety distance is 3 meters;
    • The storage area shall be located at least 500 meters away from the coastline.
  • For Products equipped with an air-cooled thermal management system, after the battery is discharged to 0% SoC, it must be recharged to a minimum of 10% SoC within twenty-four (24) hours.
  • For Products equipped with an air-cooled thermal management system, if the Product is not in operation for a period exceeding thirty (30) days, periodic inspection and recharging shall be performed to maintain a minimum 50% SoC.
  • For Products equipped with a liquid-cooled thermal management system, if the Product is not in operation for a period exceeding ninety (90) days, the battery shall be recharged to 100% SoC, then discharged to 30% SoC, and subsequently recharged to 40% SoC.
  • Any failure or malfunction must be demonstrated to be attributable to technical defects or product quality issues.
  • The Product must be installed, operated, and maintained strictly in accordance with GGI’s technical guidelines and instructions.
  • The Product must be used strictly within the functional scope and operating limits recommended by GGI in the User Manual.
  • All warranty claims shall be submitted through the Return Merchandise Authorization (RMA) process in accordance with GGI’s instructions, as issued and updated from time to time in conjunction with this Policy.
  • Warranty rights may be transferred from one owner to another only if the Product remains installed at its original installation location.

5.4 Warranty Limitations

Any damage, defect, or performance degradation arising from one or more of the following causes shall be excluded from the Product warranty:

  • Defects or failures that are not attributable to technical defects arising during manufacturing, transportation, or installation performed by GGI or a party designated by GGI.
  • The Product is not installed, operated, or maintained in strict compliance with GGI’s technical guidelines, or fails to comply with the technical documents, user manuals, or operating procedures specified in the User Manual.
  • The Product is connected to the EMS via the customer’s internet network, but data transmission is interrupted, resulting in insufficient data for fault root cause analysis.
  • The Product installation site does not meet the requirements specified in the User Manual, including but not limited to the following:
    • The equipment must be isolated from flammable, explosive, or highly corrosive substances, and the installation site must be located at least 500 meters away from the coastline:
      • If the installation site is located within 500 meters of the coastline, the Product shall not be eligible for warranty;
      • If the installation site is located more than 500 meters but less than 2 kilometers from the coastline, the applicable warranty period shall be specifically defined in the executed Contract;
      • If the installation site is located more than 2 kilometers from the coastline, the warranty period shall be applied in accordance with this Policy.
    • Installation site elevation shall be ≤ 3,000 meters above sea level;
    • The installation site shall meet ventilation requirements in accordance with TCVN 5687:2024, and shall be protected from direct sunlight and rainwater;
    • Where the Product is installed and operated under environmental conditions other than those recommended above, GGI shall provide warranty coverage on a case-by-case basis, as expressly stipulated in the Contract executed with the customer.
  • Normal wear and tear during standard operation (including but not limited to degradation of Battery Modules), or noise, vibration, or similar phenomena that do not affect the operational performance of the Product; cosmetic defects or surface finish imperfections that do not directly impact performance or materially affect the form, function, or install-ability of the Product.
  • Unauthorized intervention, modification, or tampering with the Product by the customer in any form without GGI’s prior guidance or written consent.
  • Acts of vandalism, engraving, labeling, permanent marking, foreign object intrusion, or theft of the Product.
  • Improper use or improper operation, including but not limited to forced shutdowns or operation at inappropriate charge/discharge rates.
  • Force majeure events, including but not limited to overvoltage, lightning strikes, flooding, fire, earthquakes, storm damage, insects, rodents, and other external impacts.
  • Failures arising from the customer’s inability to manage the operation and maintenance of the Product in accordance with the standards and technical guidelines recommended by GGI.
  • Any other circumstances that fail to meet the warranty conditions specified in Article 5.3 of this Policy.

5.5 Products Not Connected to the EMS

In the event that the customer does not utilize the EMS service, resulting in the inability to monitor the Product’s operation in real time or the insufficiency of operational data for fault root cause analysis, the warranty period and warranty scope of the Product shall be subject to and expressly agreed upon in the Contract executed between the customer and GGI.

5.6 Warranty Claim Procedure

  1. Customers submitting a warranty claim shall provide all required information in full in accordance with Form 6.1 – Return Merchandise Authorization (RMA).
  2. Warranty claims must be submitted within thirty (30) days from the date the incident occurs; failing which, the customer shall be deemed to have waived the right to make a warranty claim.
  3. GGI reserves the right to perform remote diagnostics and fault handling via internet connectivity.
  4. For Products without internet connectivity, the customer shall, for each warranty claim, conduct on-site inspection and collect relevant data in accordance with the instructions set forth in Form 6.1 – Return Merchandise Authorization (RMA).
  5. Where on-site inspection or repair at the installation location is required, the customer shall be responsible for facilitating site access, arranging appointments, and providing necessary support to ensure on-site safety for GGI’s technicians or service partners duly authorized by GGI. GGI shall not be liable for any consequences arising from the customer’s failure to timely support GGI in accessing the site and addressing the reported issue.

5.7 EMS Software Updates 

During the warranty period, GGI warrants that the Product shall operate in accordance with its intended functions. However, GGI does not guarantee that the software will be completely error-free or operate without interruption, nor does GGI guarantee that all software defects will be corrected immediately upon occurrence.

GGI shall release software versions on a periodic basis. During the warranty period, customers shall be entitled to free-of-charge updates to the latest software versions released by GGI.

5.8 Out-of-Warranty Products

Any defects or failures occurring after the expiration of the warranty period or arising during the warranty period but falling within the warranty limitations listed above, shall be deemed out-of-warranty services. For all such cases, GGI may apply one or more of the following service charges, subject to the specific circumstances:

  • On-site service fees: including travel expenses, working hours, and labor costs for technicians performing repair, maintenance, hardware installation, software installation, or on-site fault handling;
  • Replacement parts and consumables fees: costs of replacement components, spare parts, or consumables used during the repair process (including transportation costs and/or administrative handling fees, if applicable);
  • Logistics fees: transportation costs and related expenses incurred in shipping defective equipment or components from the customer to GGI and/or returning repaired equipment from GGI to the customer.

5.9 Disclaimer and Limitation of Liability

This Policy shall apply to Products supplied and installed by GGI (or GGI’s contractors) from the effective date of issuance and for so long as this Policy remains valid.

GGI warrants that nothing in this Policy shall exclude or limit any statutory rights of the customer as provided under applicable laws and regulations.

To the maximum extent permitted by applicable law, GGI shall not be liable for:

  1. any indirect, incidental, or consequential losses, including but not limited to loss of revenue, profit, or anticipated savings, loss of business opportunities, or loss of contractual rights; loss of use of the Product or any related equipment;
  2. any losses or damages related to data loss, data corruption, or software system failure;
  3. any additional or incidental costs incurred by the customer; and
  4. any punitive or exemplary damages.

In all circumstances, GGI’s aggregate liability shall not exceed the remaining value of the Product, as reasonably assessed at the time the customer’s warranty claim arises.

The above limitations of liability shall not apply in cases where it is proven that GGI has engaged in willful misconduct or gross negligence, or where death or personal injury occurs and is proven to be caused by a Product defect attributable to GGI.

5.10 Contact Information

Warranty Service Center – GG Industrial Joint Stock Company
Address: CN-01.4B Lot, Industrial Zone No. 05, Xuan Truc Commune, Hung Yen Province, Vietnam
Hotline: +84-98-339-1386
Email: service@ggp.vn
Website: https://ggp.vn/en/service/

 

  Frequently Asked Questions

We are ready to support you

BESS helps reduce electricity costs, maintain power stability and continuity, protecting machinery and equipment.

Typical customers of GG Industries can save up to ~10% of annual electricity expenses, with a payback period of 2 to 5 years, depending on the specific project scale and operating conditions.

The BESS charges during off-peak and normal-rate hours and discharges during peak hours, when electricity prices are 1.8 to 2.8 times higher.

Thanks to this mechanism, BESS has been widely adopted in developed countries to stabilize the power grid and optimize energy costs for industrial and commercial facilities, ensuring both economic efficiency and operational reliability.

BESS technology has been continuously improved and now meets most global safety standards such as IEC (Europe) and UL (USA).

BESS uses Lithium Iron Phosphate (LFP) battery cells, which offer high thermal stability and fire resistance, ensuring superior safety. According to global data, over 360 GWh of BESS capacity has been installed in developed countries, with an extremely low incident rate, confirming its reliability and safety in practical operation.

 

According to GG Industries’ warranty policy, the battery modules are covered for 5 years, while other components are warranted for 2 years.

The average annual degradation rate is around 3%, and the BESS can operate effectively for 12 to 20 years, depending on the number of charge and discharge cycles and the specific application conditions.

Currently, there are no specific fire safety (PCCC) or electrical utility regulations issued in Vietnam for BESS installations. However, GG Industries’ systems are designed in full compliance with IEC international safety standards, which are being referenced by local authorities for future regulation. BESS installation does not require formal approval from the local power utility (EVN), but it is recommended to submit a written notification to EVN regarding the integration of a BESS unit into the facility’s electrical system

There are two leasing models available.

  1. Rent-to-Own: Short-term leasing (1–3 months) allows customers to test performance and KPIs before deciding to purchase the system.

  2. Battery-as-a-Service (BaaS): Long-term leasing throughout the entire product lifecycle, where benefits and costs are shared based on the specific characteristics of each project (typically ≥30%).

These flexible financial models help businesses optimize investment efficiency, reduce upfront costs, and access GGI’s advanced BESS technology with minimal capital commitment.

 

GGI partners with banks and financial institutions to support customers with financing options.
Several banks are currently evaluating the BESS model to recognize BESS systems as eligible collateral. At present, customers can use other assets as collateral to secure financing for their BESS projects, with loan-to-value ratios of up to 70%.
This collaboration helps clients reduce upfront investment pressure while enabling them to access advanced, sustainable energy storage solutions efficiently and flexibly.

The Energy Management System (EMS) serves as the central intelligence of the BESS solution.
In addition to system control and optimization, the EMS enables users to monitor key performance indicators, energy savings, and fault alerts through a dedicated mobile application on Android and iOS. This allows real-time visibility and smart management of the entire energy storage system, ensuring efficient and reliable operation.

The appropriate battery capacity is calculated based on peak-hour energy consumption and the operating schedule of each business.

Customers should provide: (1) the electricity bill/statement from EVN or the local distributor, (2) an hourly load profile for about one representative week, and (3) a single-line electrical diagram.

The maintenance procedure is divided into two levels:

  • Regular maintenance (monthly or quarterly) and

  • Comprehensive maintenance (annually).

Each maintenance session takes 1–4 hours, depending on the system size, and can be scheduled outside peak hours or on non-working days to avoid disrupting production operations.

GGI is headquartered in Industrial Park No.5, Ân Thi, and operates a fully integrated value chain — from market research, R&D, production, and brand development to sales and after-sales service.
The company is also committed to product lifecycle responsibility, including collection and recycling of BESS units after end-of-life, ensuring environmental compliance and sustainable operations.

GGI is a Vietnamese company founded by three pioneers with extensive experience in the battery and energy storage industry.
The company is also funded by an investor based in Dubai, enabling GGI to strengthen its technological capabilities, expand production capacity, and accelerate the development of high-quality BESS solutions for both domestic and international markets.

Yes, because GG Industries is committed to delivering a comprehensive solution and turnkey service package to its customers.
This approach ensures that clients receive end-to-end support — from system design, installation, and commissioning to operation, maintenance, and long-term service — providing convenience, reliability, and optimal performance throughout the entire project lifecycle.

The warranty policy covers up to 5 years for battery modules and 2 years for other BESS components for  GGI C&I BESS. With GGI BESS residential, the warranty policy covers up to 10 year.
GG Industries also offers extended warranty packages tailored to each product line and customer’s specific requirements, ensuring long-term system reliability and optimized maintenance support throughout the lifespan of the solution.

Each BESS is equipped with a remote management and diagnostic system that can detect and alert faults in real time.
In cases requiring on-site intervention, GG Industries dispatches technical engineers within 4 to 12 hours, ensuring timely troubleshooting, minimal downtime, and continuous, reliable system operation.