FAQ

You can directly buy your favorite products on our website, you can also contact our sales staff to put forward your technical requirements and get a quote.

2. Which payments are acceptable?
We accept the following payment methods:
1).Paypal

With PayPal, you can send payment quickly and securely online.

Through PayPal, you can pay with credit card, debit card, or bank account balance.

Once your order is submitted, you will be redirected to PayPal's site where you could make the payment.
2).Credit card
We support JCB, VISA, MASTER card, you can pay by your credit card through PayPal.

3).Third-party E-commerce platform payment

You can pay through our Made-in-China store and credit cards are also acceptable.

4).Bank transfer

Please email contact with [email protected] after you submitted the bank transfer order. We will tell you our bank information, the order will be shipped after received your payment.

3. What are the payment terms?

We require the customer full payment before delivery.

If you place an order through our official website or Made-in-China store, you will usually pay in full at the time of order.

If the product you need is not in stock or belongs to the product that needs to be produced (such as Leaf battery pack or battery module), please contact our sales staff to place an order. You may request us to provide a sales contract, and pay 30% deposit after the contract is signed. Then we will start production, we will contact you and ask you to pay the 70% balance amount before shipment.

4. What are the warranty terms?

Vivne provide 2 years warranty from the date of delivery for other products than battery modules/battery pack.

Both for single modules and full battery pack, VIVNE provides 2 years warranty or 80,000 kms, which ever comes first from the delivery date.

Within 2 years and 80,000 km range, the original capacity indicator 12 bars should not drop to less than 9 bars, after full charge.

The warranty is non-transferable and only applies to the original purchaser of the product.

If the customer does not install according to the operating instructions provided by VIVNE, the warranty will not cover damages in the vehicle, battery module or battery cell, short circuit and other problems.

For customers who purchase battery packs, if the customer opens the battery packs without VIVNE's permission, VIVNE will no longer be responsible for the warranty.

5. What should I do if my VIVNE product fails?

Please contact us immediately, our after-sales personnel and engineers will assist you to check and solve the problem as soon as possible. If the product is under warranty, we will provide you with relevant accessories/parts for free.

6. When will it be shipped after the order is placed?

For products that are not in stock or customized, such as battery modules or battery packs, we plan to ship within 20 working days. But during busy periods, the delivery time may be extended a little, we will try to deliver as expected. For other products in stock, they will be shipped within 1-3 working days.

7. Can I cancel my order after I place it?

If you need to cancel your order, you must do so within 24 hours of the order to receive a full refund. Please contact us by email to cancel your order immediately.

If you cancel your order after more than 24 hours, VIVNE will determine whether to give the customer a full refund and the percentage of the refund based on the order processing or production schedule.

Please provide order details, including order number, recipient name and/or email address. We will process your refund and automatically apply the refund to the original payment method within 3 business days.

Orders cannot be canceled after delivery.

8. VIVNE's return and exchange policy

If it is not a quality problem, we do not accept any return or exchange.

When you receive the product, you should immediately and thoroughly inspect all items. If you believe that you have received a defective product, please contact us immediately. After confirming the responsibility for the problem, VIVNE will negotiate with you to replace/exchange the damaged/incorrect product with a similar product or a new product, or give you a full refund (excluding shipping costs).

All shipping charges are borne by the customer by default and are non-refundable. However, depending on the circumstances, VIVNE may bear the cost of shipping the product back to the customer or reimburse the customer for the reasonable cost of returning the defective product to VIVNE.

9. How should I do if I have urgent orders? How can I push it?

1) If you want to receive your items eagerly, please make notes for which date you wish to receive in the “remark” column, our customer service will contact you within 24 hours.

2) You can contact us directly and tell us your requests after you placing the order. We will give priority for your order.


10. What technical support can I get after purchasing VIVNE products?

If you have any product/technical question, please feel free to contact us. VIVNE provides customers with lifelong technical support.

VIVNE provides technical support to customers in the following two ways:

11. What cell is used in the battery pack or battery module of the Nissan Leaf on the VIVNE website? Is it brand new?

VIVNE uses brand new ternary lithium cell, and we usually choose to use CATL brand cells.

12. How do your new battery pack cooling system ?

About Leaf battery pack cooling, the original factory design is radiation passive cooling, that is natural wind cooling. The motor of Leaf is not big, whose peak power is 80kw and peak current is 250A. The original factory pouch cell is 67Ah (24kwh), so it bear 4C discharge rate. We replace it with most up-to-date CATL high density cell, for example 120Ah cell, then it bears only 2C discharge rate. Besides, the new model high density cell can bear higher current while generate less heat, so that passive radiation cooling is sufficient, no need active cooling system. Also, the active cooling system, e.g. water cooling system, is high cost and strict in manufacture process. It is not necessary and not economical to install active cooling system, both from cost perspective and practical considerations. For example, the motor of Tesla is mostly above 200kw power, it must consider adding water cooling. Leaf battery fast charge power is 47kw, at maximum current of 150A. If we use CATL 120Ah high density cell, the charging rate is only 1.3C. It is normal for new model high density cell.

13. How do I dispose my used battery pack ?

We are not able to collect your used battery. You may dispose your used battery pack by yourself.

14. If I buy a battery pack, can I install it directly on my Leaf?

In terms of hardware, it is completely OK. It does not need to change any structure of the vehicle when you install it. We use the original battery case and accessories (BMS/ relay module/temperature sensor/service socket, etc.) of Nissan Leaf AZE0&ZE1, which can be installed on ZE0/AZE0/ZE1 models. If you plan to order the whole package, please remark your model (ZE0/AZE0/ZE1) in the order.

15. Is the BMS provided by VIVNE original? Is it compatible with my Leaf?

Yes, VIVNE uses the original BMS, the source is second-hand dismantled parts. Before sending to the customer, we will test the BMS to ensure that the function is intact.

Since there are different versions of Leaf (S/SV/SL/LEAF PLUS), VIVNE cannot guarantee that the supplied BMS will be fully compatible with your leaf. In case of incompatibility occurs, just install the BMS of your original car into the new battery pack. Please feel free to contact us and the VIVNE after-sales staff will tell you how to do it.

In any case, we recommend that you give priority to using the BMS of the original car.

16. If I buy battery modules, how do I install it?

First of all, we need to explain that installing battery modules requires you to have certain technical skills and related tools. If you do not have sufficient confidence in this (technology and tools), it is recommended that you directly buy the whole package, whose installation will be simpler and less risky.

If you are fully prepared and willing to purchase battery modules, we will provide you with installation instructions/videos and all wiring harnesses/installation accessories. If you have any questions during the installation process, please feel free to contact our engineers.

17. If I buy a battery pack or battery module, are there any other options besides CIF and EXW?

For only a few regions (e.g. USA/Canada) we can offer DDP trading services, but the prices are different from those posted on our website, please contact our sales staff for a quote.

If you have any questions or requirements about the trading method, please feel free to contact our sales staff.

18. My leaf dashboard shows low health, can it be fixed?

After the can bridge is installed, the health bar recovers automatically.

19. How long does it take to install a battery pack or module?

Usually the installation can be completed within a day. The actual installation time is limited by the customer's skill level and the availability of tools.

According to our knowledge, the following installation times are for reference only:

It takes 1-3 hours to replace the entire battery pack.

It takes 5-7 hours to assemble modules and mount it into the vehicle.

20. How many times have VIVNE products been installed so far?

Approximately 150+ Leafs worldwide have received one or more VIVNE products (as of September 30, 2023)

21. Can I ask to see a video of the production process of the battery pack or module I ordered?

Yes, if you want, you can contact our sales staff after placing your order. We will film part of the production process of your order and send the video to you.

Disclaimer: These videos are only used to show you our production process and are not intended for commercial use or promotion. We retain ownership of these videos and the right to notify you.

22. Can I visit your factory online?

Of course, we would be happy to introduce our factory to our customers. If you are interested, please contact our sales staff.