Return Policy
1. Eligibility for Returns
- Quality Issues: Within 30 calendar days from the date of receipt, if the product has non-man-made quality defects (such as lithium battery leakage, fire hazard, inability to charge; wiring harness open circuit/short circuit, GPS positioning failure, BMS malfunction, abnormal function of battery swapping cabinet for supporting products, etc.) or the product is significantly inconsistent with the description, a return and refund may be requested.
- Transportation Damage: If packaging damage or product damage is found upon receipt, clear photos (including packaging, product, and courier waybill) must be taken within 24 hours and customer service contacted. A return and refund may be applied for after verification. For customs detention or product damage caused by cross-border transportation, customs inspection records and logistics documents must be provided within 7 days to declare the return.
- Ineligible Scenarios: Customized products (such as customized BMS, customized wiring harnesses, special nickel sheets) without quality issues; unpacked and used supporting electronic products without quality issues; severe man-made damage (repair cost ≥ 50% of the product value); opened battery production auxiliary materials without quality issues; battery swapping cabinets after installation without quality issues; applications exceeding the return period; product damage caused by improper use by the user (such as unauthorized modification, adaptation of non-specialized accessories).
2. Return Process and Requirements
- Submission of Application: Submit a return application through the mall’s order center, indicating the reason for return (quality issue/no reason/transportation damage, etc.), and upload relevant supporting documents (fault photos/videos, test reports, courier waybills, customs documents, etc.).
- Review and Confirmation: Regular applications will be reviewed by customer service within 12 hours, and dispute-related applications will receive a response within 72 hours; if overdue, the process will automatically proceed to the next step. After approval, the corresponding services will be provided:
- Cross-border Returns: Provide an international prepaid return label (including dangerous goods transport authorization code for lithium batteries) and multilingual return guidelines;
- Refund Without Return: Qualified orders will receive a full refund directly without the need to return the product.
- Return Shipment: The user must pack the product in strict accordance with dangerous goods return requirements and ship it via the mall’s designated compliant logistics channel. The use of non-dangerous goods transportation channels is strictly prohibited.
- Acceptance and Processing: After the mall receives the return, it will video-record the entire unpacking and acceptance process, complete classified quality inspection, and upload the results. The inspection will be completed within 2 business days, and the refund process will be initiated after confirming that the return meets the eligibility criteria.
- Handling of Rejected Items: After unpacking, warehouse staff will mark the customer’s name and move the item to the “Pending Processing Area” for secondary quality inspection. Qualified products can be re-shipped or refunded through negotiation, while unqualified products will be handled in accordance with corresponding rules.
- Dispute Resolution: If the buyer and seller fail to reach an agreement, third-party arbitration may be requested. Supplementary materials must be submitted within 3 business days; the responsible party will be determined based on the evidence presented (such as quality inspection reports, logistics records). New evidence must be provided for secondary arbitration.
3. Refund Rules
- Refund Amount: For eligible returns, the actual paid amount of the product will be fully refunded. Transportation costs will be divided according to liability: for returns caused by quality issues or transportation damage, the full freight will be refunded; for returns caused by user reasons, the freight will not be refunded.
- Refund Timeframe: After the refund application is approved, the refund will be returned to the original payment account within 2 business days. The specific credit time is subject to the rules of the payment institution.
