Frequently Asked Questions

FAQ

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BESEN is a professional EVSE manufacturer established in 2009. Since its production of EV cables and EV connectors, BESEN has clearly positioned itself in the European and American markets, committed to providing customers with a better product experience. Since 2012, BESEN has been designing and producing EV charger series as one of the first manufacturers in China to sell EVSE products to Europe and the United States. The EVSE products exported by BESEN have set many records, such as the development of the first APP EV charger in China, the first to obtain the Type A+6 mA DC certificate, the first to propose a full-link temperature control solution, etc.

A large amount of data accumulation and customer feedback make BESEN’s products update and iterate very fast with strong adaptability, which can meet the usage needs in any environment. Besen has very few after-sales cases, so our dealers can completely focus on product sales and channel promotion without worrying about after-sales pressure.

No, BESEN is not a trading company. We are an EVSE manufacturer that owns and manages our own factory, which allows us to better control the quality of our products and makes us more competitive on prices.

BESEN has its own factory.
Our factory is a nationally certified Chinese high-tech enterprise.
Our factory is not only ISO9001 management system certified, but also has IATF 16949 certification.
We have stable and strong production capacity. And we can produce 2000 EV chargers, 4000 portable EV chargers, and 5000 EV cables per day when all production lines are turned on.
We have a scientifically-comprehensive management process to ensure that every process is fully implemented in accordance with production standards, and the first and the last products produced every month are exactly the same.
We also have strict testing procedures to ensure that we deliver the best products to the customers.
But all in all, the most important thing is that we want to make sure that our customers have confidence in and recognition of BESEN products and put full energy into product sales without worrying about after-sales problems.

Our factory is located in Nanjing, China. As a manufacturer, we welcome customers to visit our factory and you can directly put forward corresponding requirements to our sales staff. 

At present, BESEN has about 300 employees and can provide stable production capacity according to the needs of customers.

BESEN was established in 2009, initially producing EV cables and EV connectors, and has been involved in the design and production of EV chargers since 2012.

There are 5 main reasons:
1. Our products and systems are mature and stable, allowing you to focus more on sales instead of worrying about after-sales problems.
2. Our rich experience can effectively make your product customization and other projects smoother, reducing some unnecessary expenses and time waste.
3. Our product is updated quickly whether it’s APP or OCPP version, which gives you more advantages in the competition with your peers.
4. Our strong production capacity ensures on-time delivery.
5. And most importantly. We are a mature brand and we cherish our reputation like birds cherish their feathers which alone is enough to reassure most of our clients.

All products have complete instructions for use and related videos

BESEN’s product market areas include Europe, North America, the Middle East, Southeast Asia and parts of South America. Besen owns certificates including CE, TUV, CSA, UL, ROHS, ETL, etc. All our product certificates are in line with local sales requirements. If you have special needs, please let us know in time!

We can sell some spare parts to customers to meet customers’ customization needs with flexibility. Please confirm with our sales staff for details

We have prepared a sufficient quantity of non-customized products as samples or for temporary emergency shipments for customers.

An industry-standard 12-month warranty applies to all our products. The warranty is only valid if the product is used and installed correctly and it does not cover any damage caused by incorrect installation, incorrect use or use in extremely hazardous environments. If the product is tampered with in any way by the customer, such as disassembling the product for repair, modification, etc., then the warranty is no longer applicable . Don’t worry, products that are more than 12 months old will also be properly handled on a case-by-case basis.

Our products are designed to our own standards and are very easy to install. And we have installation instructions and videos which are easy to understand as well. The entire installation process generally takes less than 10 minutes by a professional electriction. But we do not suggest installing the EVSE by yourself for the sake of safety.

Our chargers are compatible with all car models on the market.

Some of our models come with Type A+6mA DC leakage protection by default. If there are some special requirements, other products can also be customized with Type A+6mA DC leakage protection.

Being sold all over the world, all of our products have passed relevant certification recognized by the local governments, including but not limited to UL, CE, TUV, CSA, ETL, CCC, etc. They are completely safe for customers to use.

There is no MOQ requirement for non-customized products. However, it will be sold at the retail price when the quantity of the bulk purchase is not reached.
The general MOQ for customized products is 100pcs, and some customized content may have special quantity requirements. Please contact our sales staff for more details.

Our payment term is 30% deposit and 70% balance before shipment.

Our production lead time is 60-75 days after confirming the order and receiving the deposit.

Any company as well as individual can buy products from BESEN

It depends on the product types, functional requirements, and product quantity you need. Generally, the first quotation will arrive within a business day or two. Received quotations are valid for 30 days, after which they will automatically expire.

BESEN’s product market areas include Europe, North America, the Middle East, Southeast Asia and parts of South America. Besen owns certificates which include CE, TUV, CSA, UL, ROHS, ETL, etc. All our product certificates are in line with local sales requirements. If you have special needs, please let us know in time!

More info can be obtained by asking our sales staff

Yes, we can send samples for your inspection. In fact, we always recommend making samples for approval before proceeding with production. We think it’s a great way to make sure everyone is on the same page, and we believe it also avoids misunderstandings.

We mainly accept US Dollars (USD) and Euros. If you want to pay in another type of currency, we need to confirm with the bank and then get back to you.

We mainly accept T/T and Paypal payment

When there is inflation, raw material price fluctuations, changes in USD/RMB exchange rate, etc.

Note: If prices change, we will notify you in advance.

If you have some idea about the type of product you will use, we can definitely meet your needs. If you are not sure what to choose, our professional sales staff can also advise you.

We’re glad to work with start-ups. Based on our understanding of the industry and rich project experience, EV charging field is far from mature, and companies entering this field at this stage have great potential for development. In fact, we have assisted many companies to achieve quite good results in their local markets.

BESEN products are standardized. As long as the local standard adopts Type1, Type2 or GB, then our products can be applied.

It depends but we can say YES in most cases. BESEN has a complete dealer system, and we reject chaotic and malicious competition. All actions of BESEN give priority to protecting the rights and interests of our dealers.

Each country has different import regulations. However, most countries require you to pay VAT and duties when receiving goods from abroad. If you want to find out the exact cost incurred upon receipt, please check your country’s VAT and duties. For example, European countries pay about 19% VAT and about 3.3% customs duties.

If you need, we can handle delivery and customs affairs using our own logistics channels. This means our driver or FedEx, DHL, will deliver your order to your door.

If it is a small package shipped from China by express, the average delivery time will be about 12 days;
If it is a large batch of goods shipped from China by sea, the average delivery time will be about 45 days;
If it is a small package shipped from our overseas warehouse in the United States/Canada/Europe by express, the average delivery time will be about 2-7 days.

We can ship from China or from overseas warehouses in the USA/Canada/Europe.

The cost depends on the quantity of goods, shipping method, and country. If you need a detailed quotation, please kindly leave your contact information on the website and we will quote the logistics cost for you.

We cooperate with carriers such as DHL, Fedex, TNT, UPS, etc. Sea, air, rail, and land transportation are also available upon your request. If you are not sure which shipping method is more suitable for you, we can also give you a reasonable logistics solution.

What do you use to package the products we purchased?

If it is shipped from China or our overseas warehouses in the United States, Canada, and the European Union by express delivery, on the day of delivery, you will receive a tracking number for tracking the delivery on the carrier’s website.
If it is shipped from China, our specialists will update the logistics status for you.

  • Make sure you are ready to place an order.
  • Make sure that all information you submit is correct and complete, especially the payment information.
  • Respond promptly to our emails with any change requests and confirmation and we will contact you in time. We will not produce anything without your written consent.We’re glad to keep you updated on the status of your order!

Note: We will notify you about any delays in the production process.

You may be required to pay taxes according to the regulations of the courtry/ region you live in. Customs duty is a tariff or tax imposed on goods when transported across international borders. The purpose of Customs Duty is to protect each country’s economy, residents, jobs, environment, etc., by controlling the flow of goods, especially restrictive and prohibited goods, into and out of the country.

It is not always possible to change addresses while goods are in transit. Please contact us and we will try our best to accommodate your request.

When your shipment arrives, please verify that the number of boxes delivered is the same as listed on the delivery note before signing for delivery. If the delivery note shows a different number of boxes than the number of boxes delivered, be sure to state the number of boxes you received. Please pay attention to the missing quantities on the receipt before signing, and notify us immediately if there are any discrepancies. All cartons shipped via freight carriers must be thoroughly inspected for any signs of mishandling such as dents, holes, rips, tears, etc. Any damage must be noted before signing the delivery note (if the carton is damaged, write “damaged” on the receipt). Any damage not noted on the receipt will be deemed to have occurred after delivery and will therefore be the responsibility of the purchaser. Refusal of delivery can only be made to the parts that show obvious signs of serious damage. Do not reject any undamaged items. Rejecting undamaged items may result in redelivery charges that are solely the responsibility of the purchaser. We require digital photos of any damaged or defective merchandise and packaging to process claims. We will cover any replacement costs and file a damage claim to the carrier for all damage noted on the delivery note at the time of delivery.

We are solely responsible for non-arrival, lost or damaged orders. We cover all costs and will re-ship immediately. We only offer discounts if we fail to ship as per our agreement.

All items are thoroughly inspected for any damage or defects before being shipped. When you receive your shipment, be sure to carefully inspect all cartons for any signs of improper shipping, such as any indentations, holes, cuts, tears, or squashed corners before signing for the receipt. It is extremely unlikely to receive a damaged item without signs of mishandling on the outside of the package. However, if you do find any issues, please contact us immediately. We require digital photos of any damaged or defective merchandise and packaging to process claims. Please be careful when opening the package and bringing the product into your home.

For detailed customization process, please check out the ODM and OEM pages on our website.

Of course! Providing comprehensive customization services is one of our strengths. We advise customers who want to build their own brands locally to consider more flexible and suitable customization services. Under normal circumstances, customization service is available when the order quantity is more than 100 pcs.

If there is no customization service required, we can produce 100 pieces of control boxes in just one day. The transportation and production scheduling time should be determined according to the specific situation at that time. Under normal circumstances, if you choose air transportation, it usually takes less than 10 days from placing the order to receiving the goods.

If customization service is required, it is necessary to add extra time for material customization. Under normal circumstances, if you choose air freight, it usually takes less than 20 days from placing the order to receiving the goods

If you want to add your own LOGO on the product, you need to send us the vector diagram of the LOGO and the relevant location indication.
If you need to customize the color, you need to send us the pantone color number.
If you need to replace the packaging and instructions, you need to send relevant design documents, or entrust us to design.
For specific circumstances, our sales staff will make specific confirmation.

For ODM services, there are no special requirements as long as the MOQ is reached and the customization service itself does not charge additional fees.
For OEMs, the cost needs to be confirmed on a case-by-case basis

Certainly. Whether you want to update the logo or make a new one, we can totally help.

We’re sorry that you can’t since all the product materials are strictly tested and verified, and changing materials may cause unknown problems which isn’t recommended by us.

We are committed to adhering to our strict privacy policy and respecting the confidentiality of our clients. We do not share, sell, collect or rent any information about our customers to any third party.

In the case of relevant needs, we usually sign a non-disclosure agreement with the customer to protect the security of all customer information to the greatest extent, including brand, craftsmanship, function, customization content, cooperation content, etc.

BESEN cooperate with a large number of clients and many of them don’t want their competitors to know that we manufactured the products for them. We understand the importance and necessity of protecting customer information. There are strict customer information confidentiality requirements within the company. Even if no non-disclosure agreement is signed, we will not disclose customer information to third parties in any form.

Yes, we can easily prepare a manufacturing and supply agreement for you. You only need to provide a copy of your company registration information.

We keep our clients confidential and will not share any work we do for them with anyone else without their express permission. The best way to check what we do for our clients is to check out our Instagram and Facebook.

It depends on where we are in production and what changes you want to make. If changes need to be made during the manufacturing process, please contact us as soon as possible to let us know what changes you are considering, and if possible, please email as requested for confirmation.

Yes, we can customize our touch screens to meet your needs. Please contact us for more details.

Yes, BESEN can provide customized service regarding our product – EV charger, EV charging station, EV charging cable. In the world of unified products or services, customers have started to look for something different – the products have unique designs, shapes, colors, and so on, so as to enhance their brand awareness. We want your products to be the best and the most unique they can be. Combining the best ideas of our product designers and the best skills of our engineers, we keep your products at the optimum level and make you satisfied.

Based on the internal structure, properties of the product, or other technical reasons, some parts of the product can’t be changed or customized very easily. We recommend you contact us and tell us your needs about ev charger, ev charging station, ev charging cable as specifically as possible. Our R&D engineers and product designers will analyze your requirements and make effective plans. Our in-house capabilities can help turn your original ideas or concepts into reality – a final customized product. Since established, we have helped many customers meet the challenges they are faced with by customizing our products.

BESEN works shoulder-to-shoulder with you to customize the products to your needs and objectives. First of all, we will perform a needs assessment. Designers, R&D technicians, and workers involved in the process will discuss the plan for customizing the products together. To identify that uniqueness and cater to customers are the recipes for us to win over other competitors. Then, a sample will be made based on the confirmed sketches and delivered to you in a timely manner. After getting the confirmation and establishing a formal partnership with you, a mass customization process will start.

We will confirm with the customer the certificates required for the product before customization and will complete all the agreed certification before the product is delivered, which will be written in the contract agreed by both parties.

We have complete technical reserves. We can meet all functional requirements raised by customers within a reasonable range.

In the case of meeting MOQ, we can provide related service.

In the case of meeting MOQ, we can provide related service. Please refer to the relevant page for details.

We provide ODM service. Please refer to the relevant page for more details.

We provide a series of OEM customized service.

It covers the damage caused by the design and quality of the product, as well as the product itself, but does not involve man-made or malicious damage.

Damage caused by not following the safe operation procedures, man-made damage, disassembly of the product by yourslef, etc.

If you are unclear about the warranty policy or need to confirm some details of it, you can contact our after-sales support center at service-b1@besen-group.com.

“Usually within 1-2 working days;
for a small number of complex after-sales problems, we may need to spend more time communicating with customers in order to confirm the root cause.”

It depends. If it needs to be sent back according to the judgment of our after-sales department, we will ask the customer to send it to our designated locations in various countries so the technical staff can deal with the defective products together.

We will provide our customers with longer after-sales service (except for man-made damage) according to specific situations, such as replacement of components, and will charge a certain amount of maintenance costs as appropriate.

1 year warranty. Based on the requirements of policies and regulations in different regions, we can also provide customers with personalized solutions to extend the warranty period.

Our products have undergone strict factory inspections and rarely encounter after-sales problems. This is one of the reasons why more and more customers choose to trust BESEN. In case of any product failure, please contact our after-sales department directly. We have a complete after-sales process and can provide customers with various after-sales methods such as replacing or repairing the faulty one to ensure that our customers will purchase our products without worries.

“We respond to all emails within 24 hours on weekdays. Possible reasons for not receiving our reply are:
1. Our reply goes directly to your spam folder. Please check;
2. Your email address is invalid. Please try to email us with a different email address.”

This is a relatively common problem. The main reasons for the deviation of power are as follows
1. The actual electricity demand of the EV
The actual charging current depends on the needs of the on-board charger (OBC) of the car. In order to protect the battery, some EV models choose to charge at 90% of the rated charging power.

2. The battery is almost full
When the battery is almost full, in order to protect the battery and prevent it from bulging, the charging current will gradually decrease until it becomes a trickle . This is a normal protection mechanism that all EVs have

3. Power loss
There is a partial loss of energy during charging. For example, poor contact between the charging connectors and large resistance (i.e. when there are impurities on the contact surface) will lead to energy loss.

4. Measurement error
Any electronic device is subject to certain probability of measurement error.

These are several main reasons for the discrepancy between the displayed charging power and the rated charging power. As long as the deviation is within the normal range (± 10%~15%), it should not be regarded as a problem. If the deviation is found to be significantly larger than the normal range, the specific cause needs to be further ascertained.

After the charger is powered on, its status and power environment will be fully checked to ensure safe use. This symbol appears when the device detects that it is not grounded poorly grounded. In this case, please kindly confirm
1. Whether the ground wire is connected correctly in the circuit
2. Whether the contact is normal at the connection point of the ground wire

Note: Please send for a professional electrician for inspection. Do not repair by yourself when the power is on.

This prompt appears when the device does not detect the normal connection between the charging plug and the vehicle since in general the they are not well connected. You could try plugging and unplugging several times. In rare cases, there will be poor wiring in the charging gun or the charging socket of the vehicle, which needs to be determined by cross-testing. But such occurence probability is very low and can be ignored.

The plugs and sockets for the car end have strict size standards, including the SAE J1772 standard or the so-called type 1 standard. There is no problem with the standard itself. No matter it is a plug or socket, it will be manufactured according to the standard. However, the shrinkage/expansion ratio of each material is different, and if it exceeds the requirements specified in the standard, the charging plug and socket won’t perfectly match. Our products have passed UL, CSA, TUV, CE and other related tests and all specifications are strictly in accordance with the industrial standards, so as to ensure the compatibility of the products.

However, based on certain customer feedback, the car end sockets of some EV models use unsuitable raw materials with unqualified shrinkage/expansion ratio. So after multiple use or when there are great changes in temperature, the socket will have dimensional deformation and thus can no longer be used normally

If this ever happens, it’s recommended to use other plugs or sockets to do a cross-test to find out the problem more effectively. If it is indeed caused by the deformation of the car’s charging port, you could ask the car manufacturer replace or repair it.

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Launch your electric vehicle charging business with BESEN's premium-quality products

Launch your electric vehicle charging business with BESEN's premium-quality products

Launch your EV charging business with BESEN

Launch your EV charging business with BESEN

Launch your EV charging business with BESEN

Launch your EV charging business with BESEN

Launch your electric vehicle charging business with BESEN's premium-quality products

Launch your electric vehicle charging business with BESEN's premium-quality products

Launch your electric vehicle charging business with BESEN's premium-quality products

Launch your electric vehicle charging business with BESEN's premium-quality products

Launch your electric vehicle charging business with BESEN's premium-quality products

Launch your electric vehicle charging business with BESEN's premium-quality products

Launch your electric vehicle charging business with BESEN's premium-quality products

Launch your electric vehicle charging business with BESEN's premium-quality products

Launch your electric vehicle charging business with BESEN's premium-quality products

Launch your EV charging business with BESEN