QCELL

Bezpłatna dostawa dla wszystkich zamówień

Frequently asked questions

Below you will find answers to all the most frequently asked questions.

SHIPPING & DELIVERY

We usually process orders within 24 hours, and the delivery time by courier is usually up to 3-10 business days. In the case of pre-sale products, the shipping time may be longer.

In Poland, delivery is free, when we sending abroad, the cost of shipping depending of delivery method which you choose during order procedure

Orders we sent by GLS, DPD or UPS courier company. Due to the large dimensions of BESS (Battery Energy Storage System), we cannot send by parcel locker. 

Yes, after shipping you will be able to track your shipment and receive a notification about the status change

ORDER

If you want to cancel your order, please contact us as soon as possible. If the order has not yet been sent for execution, we can cancel it.

Yes, but only for domestic delivery on Polish languages, If you want to place an order by phone, call the helpline at: (48) 698 364 140

If you are interested in ordering more products or B2B cooperation, write to us at: support@quanta-energy.com

Payments

There are several different payment methods in our online store:
PayU – payment for orders within Poland
PayU installment 0% – payment for orders within Poland
PayPal – For known customers
COD – payment for orders within Poland
Bank Wire – international orders

If the payment failed, place a new order and the unpaid one will be cancelled.

Of course, when ordering, fill in the appropriate fields – State the tax identification number, company name and all contact information, after which you will receive an invoice by email.

By all means, write an e-mail to support@quanta-energy.com, in the title of the e-mail write CORRECTION OF THE INVOICE NO. (enter the invoice number), we will deal with your case as soon as possible.

When buying our EWALL HOME, you have the option of using installments. They are carried out independently of us, the PayU system is responsible for handling payments.

1. In the basket, select the PayU payment system option, and then “Installments”. You will be redirected to the bank’s website, where you must complete the loan application. Installment payments are carried out by current PayU partners. To use installment payments, you do not need to have an account in any from these banks.

2. After submitting the application, it goes to the bank for analysis, and you receive an e-mail confirmation of submitting the application.

3. After verification at the bank, you receive a loan agreement for approval. The cost of the loan depends on the current bank offer, when accepting the contract you will be informed about the total cost.

4. After accepting the contract, you will receive a message from us confirming receipt of payment, which is tantamount to starting the execution of your order.

The decision to grant a loan is taken directly by the Bank. We use an external PayU service and we have no influence on the bank’s decision.

Returns and complaints

You have 30 days to return EWALL HOME.  The returned must be packed in the original box and not used.
 
 

To withdraw from the sales contract, log in to your account, and in the order details, click on the “REFUND” button and enter: Bank name and SWIFT and IBAN. After you receive a confirmation by email that the “REFUND” has been approved, pack the EWALL HOME in the original box and send it to: QCELL SP z.o.o. , ul. Ogińskiego 11, 03-318 Warszawa, Poland (EU) with the note RETURN. The refund will be made within 14 days to the account from which the payment for the order was made. In case of cash payment, send an e-mail to: support@quanta-energy.com

 

You can submit complaints from your account under ORDER details

Our official service that performs all warranty and warranty repairs free of charge. Please note, however, that not all damage is covered by the warranty. For example, a burst tire is not subject to a claim as it is a consumable part.

You can find all the details about the warranty in the warranty card of your scooter. Before starting the repair, the service will contact you and inform you about the status of the complaint and possible costs. If you do not agree with the service’s expertise, you can refuse a paid repair.

This has never happened, but if it does, it is entirely our fault, and all replacement costs are borne by us. Please return EWALL HOME system to address: QCELL SP z.o.o. ul. Ogińskiego 11, 03-318 Warszawa, Poland, and we will sent correct one

Service and repairs

10 years on energy system

 

If EWALL HOME has an available Internet connection, the server that monitors your EWALL HOME system will detect irregularities before a problem arises, and the dedicated team assigned to you after purchase will contact you to go out to the field and eliminate the problem.

 

If the system is down, response time is 1-3h, If system run on, response time is 1 day

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