If something is wrong

Returns & RMA

Damaged in transit, dead on arrival, or wrong item — how we handle it, and what to do in the first 48 hours.

On delivery

Inspect before signing. Count the cartons, photograph any visible damage and note it on the delivery document. Report damage or shortage within 48 hours with photos — after that the carrier will usually refuse the claim.

Dead on arrival

Charge the pack, then measure the terminal voltage and, if possible, read the BMS parameters over RS485 or the app. Send those readings. If the unit is faulty we replace it from EU stock or send parts, whichever gets you running sooner.

Unused goods

Unused, unopened goods ordered in error can be returned within 14 days of delivery, freight at the buyer’s cost and subject to a restocking charge if the cartons are opened. Cells are matched to a batch at dispatch, so returns are quoted case by case.

Business customers

These terms are written for trade buyers. If you are a consumer in the EU you have the statutory 14-day right of withdrawal; write to us and we will explain how to use it.

Something not answered here? Write to
[email protected] — technical questions get an answer from
the person who builds the packs, usually the same working day.