Returns & Refunds Policy

DIY Battery Pack Requirements

Customers purchasing DIY battery components are responsible for ensuring that all cells are properly matched, balanced and installed.

• Follow the product instructions and safety requirements.
• Use suitable wiring, protection devices and a compatible BMS.
• Do not assemble or modify battery packs without the necessary knowledge and skills.

Damage caused by incorrect assembly, wiring, installation, welding, modification or misuse may not be eligible for return, refund or replacement.

Return and Replacement Eligibility

For products with a confirmed manufacturing defect or shipping damage, please contact us as soon as possible after delivery with your order number and clear photos or videos.

Unused products may be eligible for return within 5 days of delivery, subject to approval and the conditions below. This policy does not limit any mandatory consumer rights that may apply in your location.

Return Conditions

• The product must be unused and not installed.
• The product must remain in its original packaging.
• The product must not show signs of wear, damage or modification.
• Proof of purchase and order details must be provided.

Shipping Damage

If your order arrives damaged, please contact us immediately and provide photos or videos of the package, shipping label and damaged product.

After review, we may offer a replacement, reshipment, repair or refund depending on the circumstances and available stock.

Return Shipping and Fees

• Product Defects, Transit Damage or Incorrect Items: Fench Energy will bear the return shipping costs where a return is required due to a confirmed product defect, damage sustained during delivery, or an incorrect item supplied by us.
• Customer-Initiated Returns: For eligible returns arising from a change of mind, an incorrect purchase, or improper assembly, installation or use by the customer, return shipping costs are the customer’s responsibility. Eligibility remains subject to our Returns & Refunds Policy.
• Return Arrangements: Please contact Fench Energy before returning any item. We will assess the reported issue, confirm the applicable return arrangements and provide shipping instructions. Responsibility for return shipping costs does not, by itself, establish eligibility for a refund or replacement.
• Nothing in this policy limits your statutory consumer rights.
• Refunds may exclude payment processing fees where those fees are non-refundable.

Refund Processing

Once the returned product has been received and inspected, we will notify you of the approval or rejection of the refund.

Approved refunds will be issued to the original payment method. Processing time may depend on the payment provider or financial institution.

Repair and Warranty Support

Some products may qualify for repair, replacement or warranty support according to our Warranty Policy.

Please provide your order number, product model, photos or videos and a description of the issue so that our team can assess the appropriate solution.

Battery Safety

Battery products can present risks including electric shock, electrical arc, fire and chemical exposure. Customers must follow the product manual and applicable safety requirements during installation, use and storage.