Please check our troubleshooting & FAQ guides prior to claiming warranty / returning your product as the symptoms you are experiencing may be covered in our troubleshooting guides. 


Return of Product: 

If you believe your product to still be covered by warranty,  and have already checked our troubleshooting page, the faulty product shall be returned, with the receipt to the retailer/place of purchase together with a description of the fault. The retailer shall then provide a replacement product.

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

If you are unable to receive a replacement from the retailer, please complete our web form, selecting “Support Request” and  “12v/24v Charging” from the list of options.  We will then be in touch with you within 3 working days.



Preliminary Assessment and Return Authorization:

On receipt of your request, a CTEK representative will verify the warranty coverage and eligibility. 

If the product is within the warranty period and meets warranty terms, the return process proceeds.

CTEK will issue by email a link to a Return Merchandise Authorization (RMA) webform allowing the customer to provide CTEK with the necessary information such as proof of purchase,  purchase date, and Serial Number.

Once received and checked, CTEK will provide the customer with an RMA / Case number and instructions for returning the product if necessary. The customer is responsible for packaging the item securely and shipping it back to the company.


Receiving and Inspection:

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

If the issue is not immediately apparent, diagnostic testing may be performed.

Testing equipment or software is used to assess the functionality of the product and to replicate reported issues.


Fault Identification:

CTEK will determine if the reported issue is due to a manufacturing defect or if it falls under warranty coverage. If a fault is found, CTEK will proceed with repair, replacement, or refund/credit as per the warranty terms.


No Fault Found (NFF) Process:

If no fault is found during inspection and testing, and after the product has been thoroughly checked, the customer will be notified of the results.

The product is thoroughly documented and rechecked to ensure accuracy.

CTEK may provide additional troubleshooting tips to the customer.

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



Based on the findings, appropriate action is taken:

If a fault is confirmed:

The product is repaired, replaced, or refunded according to warranty terms.

If no fault is found:

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

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



Once the resolution is implemented, the warranty return case is closed.

Customer satisfaction is ensured through follow-up communication and support if necessary.


Continuous Improvement:

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

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



Product Warranty Additional Information


Limited warranty

CTEK issues a limited warranty to the original purchaser of the product. 

Depending on the product, the limited warranty period will vary. 

The limited warranty is not transferable. The warranty applies to manufacturing faults 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 warranty other than this limited warranty and is not liable for any other costs other than those mentioned above, i.e. no consequential damages. Moreover, CTEK is not obligated to any other warranty other than this warranty.


Circumstances that will void the limited warranty

If the product has been opened, including if the seal is broken, purposely 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 subject to the use of supplies and accessories other than those approved in writing or supplied by CTEK; improper use or non-compliance with installation, commissioning, operation or maintenance instructions (i.e. not according to the operation and installation manual); unauthorized modifications, changes or attempted repairs; vandalism, destruction through external influence and/or persons/animals; failure to observe 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 utilization of a product that is inconsistent with either the design of the product or the way CTEK intended the product to be used; any installation and/or modifications that prevent normal service 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 finishes; damage, fault, failure and/or imperfection caused by abuse, tampering, illegal use, negligence, prolonged use or operation; or faults in any other way caused by the customer/retailer/user.


Further information

CTEK makes no other warranty than as set out herein and CTEK shall in no event be liable for any indirect or consequential damages. The faulty product shall be returned with the receipt to the retailer/place of purchase together with a fault description. Goods returned to CTEK will be at CTEK’s discretion and only valid with an approved Return Material Authorisation (RMA) Reference Number issued by CTEK to the purchaser. Products sent directly to CTEK without an RMA will be returned to the sender at the sender’s cost. The warranty period for a product is stated in the applicable product user manual supplied with the product. The warranty is only valid if the warranty period has not expired. If the warranty claim of a faulty product is not approved by CTEK, the product will be returned only if the sender explicitly so requests. The customer/retailer/place of purchase will pay the freight. Faulty products will be repaired, or replaced with an exchangeable product, and returned at CTEK’s cost. If the warranty period has expired, the product will be returned without further investigation at the cost of the customer/retailer/place of purchase. Faulty products will be scrapped by CTEK if deemed not repairable. CTEK reserves the right to vary, modify or change the terms and conditions herein due to change(s) in availability of services, products and/or spare parts, or for the purpose of complying with applicable policies, rules, regulations and law, without notice.


National usage restrictions

Some countries, states or provinces have other electrical codes and standards than stated in this manual. The installation and usage of the product shall follow local regulations.