Returns & refunds
Returns and refunds, handled as a written commercial term
Packs are built to order, so a return is not a click-to-cancel: the return window, who carries the freight and how a refund is settled are agreed in your order confirmation. Damage or a specification mismatch found at delivery is settled through the same claim route as a warranty case — with photographs, the delivery note and the pack serial numbers.
Two cases, two routes
Which route applies depends on why the goods are coming back, not on how long you have had them.
Arrived damaged or short
Open the pallet with the carrier present where possible, note the damage on the delivery note and send us photographs or a short video within 48 hours. We replace or credit the affected packs and carry the freight on the replacement.
Does not match the approved specification
If a pack does not match the drawing, datasheet and label content you approved before production, we rework it, replace it or refund it. Cost and freight sit with us.
No longer required
Built-to-order packs, custom-tooled enclosures and branded goods cannot be returned. Standard stock models still sealed in their original packaging may be returned by written agreement, with freight and any handling cost on the buyer’s side.
How a refund is settled
Refunds go back the way the money came in, or against your next order if you prefer. Nothing is settled verbally.
| Situation | What we do | Timing |
|---|---|---|
| Approved refund on a paid order | Returned by T/T to the paying account, or offset against your next order at your instruction | The timing set out in your order confirmation |
| Replacement instead of a refund | Built or taken from stock and shipped with your next consignment, or by air where you need it sooner | The air option and its cost are confirmed in writing with the claim decision |
| Freight and charges already paid | Refunded where the damage or the mismatch is ours; not refunded on a change-of-mind return | With the refund, or by credit note against the next order |
Five things that make a claim move
Send these together and the case is decided on the evidence rather than on a description.
Order reference
The order or PI number, and the model designation.
Pack serial numbers
Every pack you are claiming for, taken from the label.
Photographs or a short video
The damage or the mismatch, plus the packaging it arrived in.
Annotated delivery note
The carrier’s note, or their damage report where one was raised.
BMS log export
Where the fault is electrical, the log from the pack or the system controller.
What is not a return case
Most rejected claims are one of these — worth checking before a pallet goes back on a truck.
Not accepted
- Damage found after the goods were signed off and put into service
- Storage, charging or installation outside the limits in the datasheet
- Packs opened, modified or repaired by a third party
- BMS firmware or protection settings changed after delivery
- Capacity fade inside the retention curve agreed for the model
- Consumables, fuses, cabling and accessories
- Freight, insurance and customs charges on a change-of-mind return
Time limits
- Visible damage: reported at delivery, on the carrier’s note, and to us within 48 hours
- Hidden damage or a specification mismatch: told to us as soon as it is found and before the packs go into service
- Change-of-mind return of standard stock: by written agreement, at the timing set out in your order confirmation
Where this sits next to the warranty
Manufacturing defects, capacity loss and BMS failures are warranty cases, not returns — see Warranty & after-sales. Packing, documents and transit are covered in Shipping & delivery, and the document set is listed in Documents.
The order confirmation governs
This page describes how we normally work. Where it differs from your order confirmation or the signed contract, the order confirmation and the contract apply.
Returns, refunds, rework and freight responsibility are stated per order, because a 200-unit swap-battery programme and a single evaluation pack do not carry the same terms. Ask for the wording before you pay a deposit and we will send it in writing with the quotation.
Ready to discuss your project?
Send the voltage platform, capacity, quantity and destination port, and we return the model, the unit price and the delivery date. Drawings or a sample pack help us confirm fitment.