Returns & Refunds

At a glance

Automatic returns

No. Return requests are reviewed individually against the relevant product and supplier conditions.

Return authorisation

Required before any product is sent back.

Special-order products

Custom, configured, made-to-order or specially procured products may be non-cancellable and non-returnable.

Return costs

Freight, supplier restocking charges and other applicable costs may apply and will be identified before an approved return proceeds where possible.

First point of contact

Battery Safe Systems.

Before requesting a return

Contact Battery Safe Systems with enough information for us to identify the order and understand why a return is being requested.

Where available, include:

• Battery Safe Systems order or quotation reference.
• Manufacturer and product name.
• Model or product number.
• Quantity involved.
• Reason for requesting the return.
• Whether the product has been unpacked.
• Whether it has been installed, connected, commissioned or used.
• Current condition of the product and packaging.
• Photographs where useful.

Providing this information does not itself authorise a return. It allows the applicable return options to be checked.

When a return may be considered

A non-defective product may be considered for return where the relevant manufacturer or supplier permits the return and Battery Safe Systems provides written authorisation.

Where applicable, return eligibility may depend on the product being:

• Unused.
• Uninstalled and unmodified.
• Undamaged after delivery.
• Complete with supplied components, accessories and documentation.
• In suitable original or equivalent protective packaging.
• Capable of being returned and resold under the applicable supplier terms.

Acceptance of a return request is not guaranteed simply because a product is unused or still in its packaging. Supplier and product-specific conditions may still apply.

Products that may not be returnable

Certain products may be excluded from discretionary returns because of the way they are manufactured, configured, procured or supplied.

Depending on the product and supplier, this may include:

• Made-to-order products.
• Custom or specially configured equipment.
• Products ordered or manufactured specifically for the customer.
• Equipment that has been installed or commissioned.
• Products that have been used.
• Modified or altered equipment.
• Products returned incomplete.
• Products without suitable packaging for safe return transport.
• Products the relevant manufacturer or supplier does not accept back.

Product-specific or supplier-specific return conditions identified with a quotation, order or product documentation take precedence over this general guidance.

Special-order and made-to-order products

Some specialist battery-safety equipment is manufactured, configured or procured specifically against an individual order.

Special-order, custom, configured or made-to-order products may become non-cancellable and non-returnable once an order has been accepted or supplier procurement or production has commenced.

Where different cancellation or return conditions apply to a particular product, they may be identified during quotation or order confirmation.

Return costs

Where a discretionary return is accepted, costs associated with the return may apply.

Depending on the product, supplier and circumstances, these may include:

• Return freight.
• Manufacturer or supplier restocking charges.
• Inspection charges.
• Handling charges.
• Repacking or replacement-packaging costs.
• Other non-recoverable supplier or logistics costs associated with the return.

Original outbound delivery charges may also be non-refundable where applicable.

Before an approved discretionary return proceeds, Battery Safe Systems will aim to identify the applicable return conditions and known charges so that the customer can decide whether to continue.

How an approved return works

The exact process may vary by supplier, but an approved return will generally follow these steps:

1. Request a return. Contact Battery Safe Systems with the order details, reason for return and information about the condition of the product.
2. Eligibility is reviewed. We check the relevant product and supplier return conditions.
3. Return terms are confirmed. Applicable freight, restocking charges or other known costs are identified where possible.
4. Written return authorisation is issued. If the return is approved, instructions will confirm where and how the product should be returned.
5. The product is returned to the nominated location. Do not send equipment to another address unless it is identified in the return instructions.
6. The returned product is assessed. Condition, completeness and compliance with the approved return terms may be checked after receipt.
7. The eligible refund or credit is determined. Any approved refund or credit will take account of the applicable return conditions and authorised deductions where relevant.

Do not return equipment without authorisation

Do not arrange freight or send equipment to Battery Safe Systems, a manufacturer or a supplier unless written return instructions have been provided.

Specialist safety equipment can be large, heavy or subject to specific handling requirements. Manufacturers and suppliers may also require a return authorisation before they will accept an incoming shipment.

Unauthorised returns may be refused, delayed or create additional freight and handling costs.

Refunds and credits

An approved return does not necessarily mean that the full original purchase amount will be refundable.

Returned equipment may first need to be received and inspected. Any eligible refund or credit may then be adjusted for applicable supplier charges, freight, handling, product condition or other authorised costs associated with the return.

The applicable refund or credit process will be confirmed for the individual return.

Is this actually a return?

A return request is different from freight damage or a product warranty issue.

Incorrect or nonconforming deliveries

If you believe the product supplied does not match the confirmed order, contact Battery Safe Systems promptly with the order details and information showing the difference.

Do not arrange a discretionary return before the issue has been reviewed. A product supplied incorrectly is handled differently from a standard return request.

Product-specific return terms

Battery Safe Systems works across multiple manufacturers and suppliers. Cancellation rights, return eligibility, restocking charges, return destinations and refund procedures may therefore differ between products.

Where specific return or cancellation conditions are provided with a quotation, order confirmation, product documentation or supplier terms, those conditions should be reviewed as part of the purchase.