Returns Policy

This page explains in practice how returns work. The legally binding withdrawal information, including the model withdrawal form, is in section 9 of our Terms and Conditions.

1. Your 14-day right of withdrawal (consumers)

If you bought as a consumer, you can withdraw from the contract within 14 days without giving a reason. The period starts on the day you (or a person you named, other than the carrier) receive the goods. If one order arrives in several deliveries, it starts on the day you receive the last item.

To withdraw, send us a clear statement before the 14 days have passed, for example an email to [email protected] with your order number. You can use the model withdrawal form in our Terms and Conditions, but you do not have to. You can also exercise your right of withdrawal online on the status page of your order, using the button "Withdraw from contract here" (the link to your order page is in the order confirmation email we send you). If you use this option, we will communicate to you an acknowledgement of receipt of such a withdrawal on a durable medium (e.g. by e-mail) without delay.

2. How to return goods

1. Tell us first. Email [email protected] with your order number and the products you want to return.
2. Get the return address and instructions. We reply with return instructions: the return address, the packing instructions for lithium batteries and, if you wish, an offer for the return transport. Please send returns only to the address stated in these return instructions.
3. Send the goods back within 14 days of telling us that you withdraw. Sending them within this period is enough.
4. Refund. We refund you as described in section 4.

Packing lithium-battery products

Power stations and extra batteries are dangerous goods (Class 9). The same transport rules apply to returns as to deliveries:

• Use the original packaging if you still have it, or a sturdy box with padding so the product cannot move.
• Switch the product off. The carrier may require a reduced state of charge (often 30 % or less); our instructions will tell you.
• Only carriers approved for lithium batteries may transport the return; they provide the required dangerous goods labels and documents. Do not send it with an ordinary postal or parcel service that does not accept lithium batteries.
• Never ship a damaged, swollen, leaking or overheated battery. Stop using it, keep it in a safe place away from flammable materials and contact us; we will arrange a safe solution with you.

If you wish, we can arrange the return transport with our forwarder. We tell you the cost in advance; it is only deducted from your refund if you agree.

3. Who pays for the return

If you withdraw from the contract, you bear the direct cost of returning the goods. Because lithium-battery products have to be shipped as dangerous goods, this cost can be considerably higher than for an ordinary parcel. The estimated maximum return cost for your products is stated in your quote, so you know it before you buy.

If the goods are defective, damaged in transport or not what you ordered, we bear the return costs (see section 5).

4. Refund

• We refund all payments we received from you, including the standard delivery costs, within 14 days of receiving your withdrawal notice.
• We may wait with the refund until we have received the goods back or you have shown that you have sent them, whichever happens first.
• We refund using the same payment method you used (PayPal or bank transfer), unless we agree otherwise with you. You pay no fees for the refund.
• You are only liable for any loss in value of the goods if it results from handling them in a way that was not necessary to check their nature, characteristics and functioning. You may test a product as you would in a shop.
• Import VAT and customs duties you paid yourself on a DAP delivery were not paid to us. Where we can reclaim them from the customs authority, we reimburse them to you; otherwise we give you the documents you need to reclaim them from the customs authority yourself. Import charges included in a DDP price are refunded with the price.

5. Transport damage, wrong items and defects

Transport damage or wrong items. Please check your delivery on arrival. If the packaging or product is damaged or an item is wrong or missing, tell us within 48 hours of delivery, with photos of the packaging, the shipping label and the product. This allows us to claim against the carrier quickly. Your statutory rights are not affected if you tell us later.

Defects. If a product turns out to be defective, the legal guarantee applies: we are liable for any lack of conformity that becomes apparent within at least two years from delivery (longer in some countries, for example three years in Spain, Portugal and Sweden). Email us with your order number, a description of the problem and photos or a short video. You can choose between repair and replacement, unless your choice is impossible or would cost us disproportionately more than the other remedy. We bear the transport costs for justified claims. If the product is repaired, our liability period for it is extended by 12 months (once; longer where the law of your country provides). As an authorised distributor, we also handle claims under the brand's manufacturer's warranty for you: it applies in addition to your statutory rights and does not limit them. See sections 10 and 11 of our Terms and Conditions.

6. When the right of withdrawal does not apply

• Goods made to your specifications or clearly personalised, for example custom battery packs or products made with your own branding.
• Purchases by business customers. For wholesale, OEM and ODM orders, the individual agreement applies.

7. Questions

Email [email protected] or message us on WhatsApp (+86 18975173976). Please always include your order number.

This English version is the binding version. Translations are provided for convenience.