Frequently asked questions
Below you will find answers to all the most frequently asked questions.
MOST COMMON QUESTIONS
Can I create an emergency power supply with EWALL Home?
Yes, EWALL Home provides constant power supply to facility, including backup power in case of a power outage
What is T.O.R. ?
The “TOR Distribution Network Connection” defines minimum technical and organizational requirements for the connection and parallel operation of networks and loads to distribution networks.
Can I install and connect EWALL in Austria ?
Yes, EWALL Home is available with 2 different 3P Inverters, which are on Austrian T.O.R. list of recommended inverters
Can I combine EWALL Home 20kWh and 40kWh?
Yes, EWALL Home support scalar connection more systems, which increases the battery pack capacity and inverter power equivalently
Can EWALL be installed independently of solar panels?
Yes, EWALL Home can be installed in any facility which needs a backup and stable power supply
How long does it take to install the EWALL Home system?
You must be home and available on the day of installation. An EWALL installation team, typically consisting of 2-3 installers, will arrive in the morning. Installation time depends on the size of your system and the complexity of the required electrical work. A typical EWALL installation takes a full day.
When can I start using EWALL Home?
After installation, you can use EWALL immediately
Can I keep the Visualization software after installing EWALL Home?
Yes, during installation you can choose which inverter will be “MASTER” and which “SLAVE”, on that way you will choose which visualization software you will use.
PAYMENTS
Which payment methods are accepted?
We currently accept only Bank transfer
Will I receive an order confirmation after payment?
Yes, immediately after we confirm your payment, you will receive an order confirmation from us via email. This email contains a detailed summary of your order and all important information at a glance. This confirmation ensures that your order has been received safely and will be processed promptly.
How do I get a refund if I cancel my order?
If you would like to cancel your order, simply contact our customer service. We will promptly process your request and process a refund in accordance with our return policy. Refund processing typically takes 2 to 4 business days after your request is approved.
SHIPPING & DELIVERY
How much are the shipping costs?
We offer “Flat rate” Shipping rate, and price depend of delivery method you have chosen. Before you complete your order, you will receive a overview of all costs, so you don’t experience any surprises.
Is there a free shipping option?
Yes, we offer free shipping if your order exceeds 20,000€. This amount may vary depending on current promotions and offers, but generally speaking, shipping is ALWAYS free for orders over 20,000€.
Which shipping service providers do you use?
We work with reputable shipping companies such as GLS, UPS, DPD and DHL. All deliveries are naturally insured, so you can rest assured that your order is in safe hands. This ensures that your shipment arrives quickly, safely, and on time.
Can I track my shipment?
Yes, we offer tracking for almost all orders. From the moment your order is picked up from our warehouse until it arrives at your door, you can easily track the status of your delivery at any time. You will receive an email with a tracking link so you’re always up to date on the current location of your order.
How long does delivery take?
Delivery times may vary depending on your location. Typically, delivery takes between 3 and 10 business days. However, we will do everything to dispatch your order quickly and ensure your order arrives as quickly as possible and in perfect condition.
SERVICE AND WARRANTY
How long will a battery last?
Each individual battery will last 10 years. The good thing about our systems is that they are built using a rack system, so if we identify any performance issues, we can easily swap and replace them for another. In addition, our proprietary battery management system gives us data on the battery’s health throughout the day, meaning you are always aware of how your system is performing.
How is the system maintained ?
Warranty include full monitoring and maintenance package and will ensure your system is running as it should. Following the installation, the system is handed over to the customer however our technical team continue to monitor the system in the background. Warranty maintenance package also includes one on-site visit per year to check everything is running as it should.
What happens in an emergency?
We have in-built safety monitoring and controls, as well as separate door access to the system away from the batteries. The system will perform automatic shutdown procedures if safety parameters are breached for any reason, and it has its own audible alarm. In addition, our controls team monitors the system remotely and they are alerted to any issues or unauthorised entry to the system. We can also link to external beacons, your security, or fire panel if required.
We have two emergency stop buttons fitted as standard, one inside the power electronics area, and one external button near the main incoming supply.
We use AI in our system which initiates an early warning system if any anomaly is flagged. The BESS also comes with smoke alarms. We have had no incidents throughout the lifespan of any of our BESS systems. Safety and security are our top priorities with every installation, and we provide more details on this to any prospective clients.
