1. Company & Products

What is Marstek EU?

Marstek EU is operated by E2C B.V., a renewable energy supply chain company founded in 2016 and headquartered in Rotterdam, the Netherlands.

E2C B.V. operates multiple warehouses across Europe and specializes in supplying energy storage batteries, inverters, and related renewable energy products.

As an officially authorized distributor for multiple leading brands, all products sold by Marstek EU come with official manufacturer authorization and warranty support.

Is Marstek EU an official authorized distributor?

Yes.

Marstek EU works directly with manufacturers and authorized suppliers. All products sold through our platform are genuine products with official brand warranty and after-sales support.

What products does Marstek EU sell?

Marstek EU specializes in:

• Home energy storage batteries

• ESS accessories and related components

Does Marstek EU provide installation services?

No.

Marstek EU focuses on supplying renewable energy products and does not provide installation services, on-site electrical work, wiring, engineering services, or grid connection services.

All batteries and inverters should be installed by a qualified electrician or certified installer in accordance with local regulations, grid requirements, and manufacturer guidelines.

Certain products may require approval from local grid operators, utility companies, or regulatory authorities before installation or operation.

Can I install the products myself?

Marstek products are designed for plug-and-play operation and can generally be installed and commissioned by customers in accordance with the product manual and applicable local regulations.

Customers should carefully read and follow all manufacturer instructions before installation and operation.

Incorrect installation or use may:

• Damage the products

• Create electrical or fire safety risks

• Cause system malfunction or reduced performance

• Result in non-compliance with local regulations

Customers are responsible for verifying product compatibility with existing systems before purchase and installation.

Can business customers place orders?

Yes.

Marstek EU supports both private consumers and business customers.

Please note that certain consumer withdrawal rights may not apply to B2B orders where permitted by law.

Business customers are responsible for verifying product suitability, system compatibility, and regulatory compliance before installation or resale.

2. Orders, Shipping & Payments

Which countries does Marstek EU ship to?

Marstek EU ships to multiple European countries.

Shipping availability may vary depending on:

• Product type

• Battery transportation restrictions

• Local transport regulations

• Carrier availability

• Customs or import restrictions

Please contact our customer support team if you are unsure whether shipping is available in your region.

How long does delivery take?

Estimated delivery times within Europe are:

• Accessories: 2–7 business days

• Battery systems: 5–12 business days

Delivery times may vary depending on product availability, transport conditions, customs inspections, carrier capacity, and regional logistics conditions.

Delivery times are estimates only and are not guaranteed.

Why are batteries and inverters shipped separately from normal parcels?

Lithium batteries are classified as regulated or hazardous transport goods and cannot always be shipped via standard parcel services.

Certain battery products may require:

• Specialized hazardous goods transportation

• Additional packaging

• Carrier approval

• Restricted transport routes

• Additional transport documentation

Marstek EU works with specialized logistics companies experienced in handling battery systems and electrical equipment safely.

Do you offer free shipping?

Free shipping is available for most products and delivery regions.

Any applicable shipping costs, if required, are displayed during checkout.

Additional charges may apply for:

• Remote areas

• Islands

• Pallet deliveries

• Express delivery requests

• Hazardous goods transportation

• Failed delivery attempts

What should I do if a battery is damaged during delivery?

Please inspect the shipment immediately upon delivery.

If you notice transport damage:

• Take clear photos of the packaging and products

• Contact Marstek EU within 48 hours after delivery

• Keep the original packaging for inspection if required

• Do not install, charge, or operate visibly damaged battery products

Transport damage claims submitted after the reporting period may not qualify for compensation where permitted by applicable law.

Which payment methods do you accept?

Available payment methods may include:

• PayPal

• Credit Card

• Klarna

• Bank Transfer

• iDEAL

• Other payment options displayed during checkout

Available payment methods may vary depending on customer location and order value.

3. Warranty, Returns & Support

Do your products include warranty coverage?

Yes.

All products sold by Marstek EU include official manufacturer warranty coverage.

Warranty periods and conditions vary depending on the product brand, model, installation conditions, and manufacturer warranty terms.

What is not covered under warranty?

Warranty does not cover damages caused by:

• Improper installation

• Unauthorized modifications

• Misuse

• Physical damage

• Water or fire damage

• Incorrect electrical configuration

• Environmental conditions outside manufacturer specifications

• Failure to follow manufacturer instructions

• Improper transport or storage after delivery

Warranty coverage may also be affected if serial number labels are removed or damaged.

Can I return a battery or inverter after installation?

No.

Installed, activated, connected, or used battery systems and inverters are generally not eligible for return.

For safety and compliance reasons, activated lithium battery systems cannot be returned.

Customers should inspect products carefully before installation and operation.

How do I request a warranty claim?

Please contact our support team and provide:

• Order number

• Product serial number

• Description of the issue

• Photos or videos where available

• Error codes or monitoring screenshots where applicable

Our technical support team will assist you with troubleshooting and warranty coordination.

Warranty processing times may vary depending on manufacturer procedures and technical inspection requirements.

How can I contact Marstek EU?

You can contact us through:

Customer Service Email: info@e2c-shop.com

Do you provide technical support?

Yes.

Our support team can provide:

• General product guidance

• Basic troubleshooting assistance

• Warranty coordination

• After-sales support

For installation-related work, electrical configuration, engineering design, or on-site services, customers should consult qualified electricians, certified installers, or licensed professionals.

4. Battery Safety & Technical Information

Are Marstek plug-and-play batteries easy to install?

Yes.

Many Marstek battery systems are designed as plug-and-play solutions for simplified installation and operation.

However, customers should always follow the product manual, safety instructions, and any applicable local regulations before installation and use.

Customers are responsible for verifying product compatibility with their existing solar system, inverter, electrical installation, and local grid requirements where applicable.

If you are unsure about compatibility or installation requirements, we recommend consulting a qualified electrician or installer before use.

Are lithium batteries safe?

Yes, when properly installed, handled, and operated according to manufacturer guidelines.

All products sold by Marstek EU are sourced from officially authorized manufacturers and comply with applicable safety standards where required.

However, lithium battery systems must always be handled carefully and installed according to applicable safety regulations.

Batteries should be stored in dry, ventilated environments within the manufacturer’s specified temperature and environmental conditions.

Do you guarantee electricity savings or financial returns?

No.

Marstek EU does not guarantee:

• Electricity savings

• Energy independence

• Financial return on investment

• Battery lifespan

• Specific energy production levels

• Compatibility with all third-party systems

Actual performance depends on installation quality, usage conditions, environmental factors, grid conditions, software configuration, and manufacturer specifications.

Do your products use software or monitoring platforms?

Certain products may rely on:

• Mobile applications

• Monitoring platforms

• Firmware updates

• Cloud services

• Third-party communication systems

Availability and functionality of these services may depend on the manufacturer or third-party providers.

Software platforms and firmware functionality may change due to manufacturer updates or service modifications.