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 as a Guest.
If you created an account when you purchased your item you can skip steps 1 & 2 and just log into your account and select Returns Manager.
To request a return even though you have not set up an account please follow this procedure.
1. Click on Guest Return A Product
Guest Return A Product
2. Enter the email address that was used to place your order. Then enter your order reference ID this would be contained in the email we sent when you placed your order. Click find order once these details have been entered.
3. Once you have found the order that you wish to return the next step is to select the product that you wish to return. Click on the black return button next to the product you wish to return.
4. Once the return pop-up displays please follow this process.
a. Select whether you want a refund or you want to get a replacement
b. Select the number of products that you want to replace or refund.
c. Select the reason for return
d. Enter the model of your original battery - usually found on the battery label
e. Enter the product model number of your device
f. Select the chemistry of your original battery
g. At this stage, we require you to upload a picture or video of your original battery and the battery you received - label side up (See Below) This enables us to quickly authorize your return or refund with a minimal amount of fuss.
h. Once you have uploaded the image click on the I confirm button.
i. Select the return address according to the manufacturer of your product.
j. Please provide a detailed description of the issue or reason for the return.
k. Agree to the terms and conditions at this point.
5. Select and submit your return if you have more than one product select all the products that you wish to return and follow the process again. That's It you have finished your return.
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.
The Returns team will review your return request and will action on the next step. Please make sure you check your junk or spam folder for any emails if you do not receive a response within 2 days.
Once your return has been authorized. 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. DO NOT Deface or damage the original box or place labels or write on it. 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 Returns 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 15% with a minimum charge of $5. This amount is deducted from the amount of your refund to cover the labour costs to handle your return. 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 and a further 14 days for your card provider to credit your account. All refunds will be applied by the method of payment that was received when the order was placed. Please note that all account net 30 orders are subject to a 15% restocking fee and outward shipping charges will not be refunded.
Shipping and Handling Charges
Sorry but shipping and handling charges are not refundable.
You are responsible for return shipping charges for any warranty return. 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. A 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 -888-730-8658 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 the 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.
Please see our cancellation policy for details with regards to this click the button below.
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 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 1-888-730-8658