Returns and refunds
Read this before you send anything back
Most return disputes come from treating these as one thing. They are not. The three situations below have different windows, different who-pays-carriage outcomes, and different refund amounts — read the one that matches your case first.
Three situations, three different outcomes
| Situation | Window | Return carriage | What is refunded |
|---|---|---|---|
| Changed your mind (EU/UK consumers) | 30 days from delivery | You pay, unless we failed to tell you about the right | Item price; original shipping is not refunded unless required by law |
| Faulty or not as described | Legal guarantee period (minimum 2 years in the EU) | We pay | Full amount including original shipping |
| Damaged in transit | Report within 48 hours of receipt | We pay | Full amount, or replacement |
Withdrawal right (EU and UK consumers)
You have the right to withdraw from a distance contract within 30 days of the day you (or a third party you nominate, other than the carrier) physically receive the goods — not from the order date. This is longer than the statutory 14-day minimum, and applies to every consumer order we ship into the EU and UK.
To exercise it, tell us you are withdrawing using the contact route on theContact page. We will confirm receipt and give you the return address and, where we cover carriage, a prepaid label or nominated carrier. You must send the goods back within 14 days of telling us you are withdrawing.
Some categories are excluded from the withdrawal right by law — for example sealed goods that have been opened where the seal is a health or hygiene protection. None of our standard BMS or balancer products fall into that exclusion; custom-configured items may. The exact list for your order is stated on the order confirmation and the final terms.
Refunds
Refunds are made to the original payment method — the same card, account or wallet you paid with. We do not issue store credit unless you ask for it.
Where the payment was taken in a currency other than our settlement currency (USD), the amount you receive may differ slightly from the amount you paid because of the exchange rate applied at the time of refund. Any such difference is borne by us, except where a law requires the refund to be calculated in a specific way. The refund is issued no later than 14 days after we receive the returned goods (or, if earlier, proof that you have sent them back).
Before you send anything back
Never ship a damaged battery or a pack that has vented
Damaged lithium cells are a transport hazard and a fire risk. Do not put them in the post. Contact us first and we will tell you how to make the item safe and what the carrier will accept.
When you start a return we will give you the correct return address and, where we cover carriage, a prepaid label or a nominated carrier. Do not send goods to the seller's registered office — returns go to our returns hub, the address for which is provided when you open the return. Keep your proof of posting until the refund is confirmed.
Questions about a return? Email sslbatt@outlook.com or use the Contact form.
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