Returns Authorization Request
Three Simple Steps
We believe that the returns process should be easy and as painless as possible in order to avoid delays, please follow these three simple steps. Please keep all packaging material until you are fully satisfied with the condition and performance of your product. If the item needs to be returned for any reason this will make it easier.
Request a Return Materials Authorization (RMA) number. The first thing to do is to log in to your account using the email address and password that was set when the order was placed. If you are not already logged in. If you made a purchase and do not have your login credentials you can request a new password on the website at the login page and instructions will be emailed to you. (Please check your junk or spam folder as filters tend to pick up these emails) If you are still struggling just send us an email via the contact us and we will generate login credentials for you. (Do not send the battery back until this number is provided. Packages without an RMA number will be refused). Once you are logged in to your account select Return Manager from the list in your account section of the website. Here you can select the order that contains the product that you wish to return. Once you have found the order in your history tick the box next to the order then click the red button to return. Please fill out the pop-up form. Select the reason for the return via the drop-down box. Select whether you wish to receive a replacement or have the value of the product refunded. (Please note we do charge a $5 processing fee if under $50 or 15% if over. This is deducted from your refund) please describe in as much detail as possible the reason for return, the more details given the quicker a decision can be made to authorize a return. Once you have completed all of the above please select submit at the bottom of the page. (Do not send the battery back until this number is provided. Packages without an RMA number will be refused)
Once you have requested a return using the form an RMA number will be sent via e-mail within 2 business days. Our business hours are Monday to Friday, 9 am to 5 pm Eastern Standard Time.
Print off the return label and place it on the box. (This will identify your return to our warehouse.) Please package the item(s) in a decent box or bubble envelope (Depending on the product type) using packing materials to keep them from moving around and to prevent any damage to the product(s) while in transit with the courier companies. We do not accept damaged products for refund or replacement and it will be your responsibility to make a claim if your product is damaged en route to us.
Returns for a Refund
To obtain a refund your product must be returned to us within 30 days from the date you receive your items. Your purchase must be returned with shipping pre-paid. All items must be in perfect condition, with the original packaging intact and with all warranty cards, manuals and accessories contained as received. Please note if the original manufacturer's packaging is damaged a repacking fee of $7.50 will be charged. We will not accept partial returns. All goods are inspected on receipt. The original packing slip must be included and the Returns (RMA) number must be visible on the package but not on the actual battery container. Any discrepancies could result in a delay or partial forfeiture of your refund.
Our policy is to apply a restocking fee of $5 for products under $50 and 15% if over. The item/items returned must be in good condition with all original parts and accessories in the original box with the packaging intact for a refund to be applied. Please allow up to 7 days for refunds and credits to be processed. All refunds will be applied by the method of payment that was received when the order was placed
Shipping and Handling Charges
Sorry but shipping and handling charges are not refundable unless it was an error on our part. If you were eligible for reduced rate shipping or free shipping on your order, We will deduct the actual cost of shipping from your refund.
You are responsible for return shipping charges unless it was our error. We do recommend returning your items with a shipping carrier that allows you to track and insure the package. if your package is lost or damaged while it is in transit from you to us it will be up to you to make a claim.
Over the 30 Days for a Refund
Not usually an issue but this is at our discretion we may only offer an exchange or a store credit for future purchases.
We accept defective items for return for a refund during the first 30 days. After 30 days, the product can be returned but at our discretion, for either a store credit, replacement, exchange or repair.
After 60 days from the date of the invoice issued with your purchase, your product falls under a warranty replacement. Following the 60 days, we will offer a replacement of the defective item. Customers can not exchange it for a different item unless it has been discontinued. Customers are responsible for return shipping on warranty items. Replacement warranty only runs to the date of the original warranty.
We offer a comprehensive 12 Months warranty on most of our batteries and accessories. This warranty does not cover batteries that have been overcharged or undercharged or left to fully discharge for extended periods. Neither does the warranty cover abuse and misuse. All of our batteries and accessories can be returned to the address as shown on the returns authorization email that you will receive. We reserve the right to test any battery prior to issuing a new replacement or refund. We will void the if any warranty stickers have been removed or if any internal component has been changed or modified.
Package Arrived Damaged
If your package arrives damaged, please save the merchandise, original box and the packing it arrived in. Notify at 1 -705-657-2749 within 24 Hours to arrange for a carrier inspection and a pick-up of damaged merchandise. (This does not apply to Canada Post shipments)
We recommend that you do not refuse packages that we have sent to you, as it will cost more money in the end. When a package is refused, the shipping carrier will charge us for the return shipping cost, which we will deduct from the total of your refund. Instead, we recommend accepting the package and contacting us to start the return process.
For international orders please be aware that refusing the package will not eliminate the brokerage fee that the shipping carrier will charge. If an international customer does refuse the package, they will be refunded less shipping & handling (both ways), and the amount of the brokerage fee once we get the package back.
We get it! sometimes it is necessary to cancel your order. If your order has not already been processed we are more than happy to accommodate your request. Please be aware that we work hard to process your orders quickly and the window for cancellation of an order is very limited and at our discretion
- Order must be cancelled by phone by speaking to a live person BEFORE it is processed. If the warehouse has already picked and packaged the order, we cannot process a cancellation. Instead, you must follow the returns procedure as described above.
- The telephone call must be received before the shipment is processed in order for us to prevent your order from being shipped. An email or voicemail is not sufficient to request a cancellation. Sometimes due to the volume of emails/ voicemails, it may not be read/listened to for up to 24 hours, longer if a weekend is in between. Telephone hours Monday through Friday, 10:00 am to 4:00 pm Eastern Standard Time.
Packages That are Lost in Transit or Delivered late
If your package is lost in transit there is a process that we have to follow with the carriers, Please understand that this is not our process and we have no control over the process once we have reported the problem to the respective carriers. we must follow this set of procedures in order for them to locate your package. A track and trace must be started with the shipping carrier. A track and trace can take up to 14 business days to process. If the package is not found, then we can reship your order. Unfortunately, we do have to wait until this process is complete before reshipping your order.
Clearance & Final Sales Returns
Please understand what clearance product means, returns will only be accepted on the defective products upon customer receipt. Returns must be received by us at the address above within 14 days of the product receipt date. Refunds will not be authorized after 14 days. Before returning any defective item, you must follow the above process and submit an online Return Materials Authorization (RMA) request form. We cannot accept returns without an RMA number. The RMA number is good for only one (1) item and must match the product authorized for return. RMA numbers for clearance and final sales products are valid for a maximum of 5 business days. Due to a shortage of stock, replacement products may not be available and cannot be guaranteed.
Contact the Returns Team
Have additional questions that were not answered above? Please live chat us or call us at 1-705-657-2749