KBT Battery is committed to providing reliable lithium battery products and professional support before and after delivery. Because lithium batteries, battery packs and customized power solutions are technical products that may be made to order, handled under transport safety rules, or configured for specific applications, returns must be reviewed and approved before any product is shipped back to us.

This Refund & Returns Policy explains how we handle return requests, exchanges, refunds, damaged shipments and RMA cases. It applies to products purchased directly from KBT Battery through a confirmed quotation, pro forma invoice, purchase order, sales contract or other written agreement.

If a written quotation, pro forma invoice, purchase order, sales contract, warranty statement or distribution agreement contains different terms, the confirmed written terms for that order will apply.

1. Before You Request a Return

Please contact us before returning any product. Lithium batteries and battery packs may be classified as dangerous goods for transport and may require specific packaging, labels, documentation and carrier handling.

Do not ship any battery, battery pack, charger or accessory back to us without written approval and return instructions from KBT Battery. Products returned without approval may be refused, delayed, returned to sender or handled at the sender’s expense.

To request assistance, contact us at info@kbtbattery.com and include:

• Order number, invoice number or quotation reference
• Company name and contact person
• Product model, quantity and serial number or batch number, if available
• A clear description of the issue
• Photos or videos showing the product, packaging, shipping label and issue
• Test results, application details or installation information, if relevant

2. Return Authorization

All returns require written approval from KBT Battery. After reviewing your request, we may issue return instructions or an RMA number if the product is eligible to be returned.

The return authorization may include:

• The approved product and quantity
• The return address or designated service location
• Packaging and transportation requirements
• Required labels, documents or safety declarations
• Any applicable inspection, repair, replacement, refund or credit process

Receiving an RMA or return instruction does not automatically mean a refund will be issued. Final resolution depends on inspection, testing and the terms confirmed for the order.

3. Products Eligible for Review

We may review a return, exchange, repair, replacement, refund or credit request in cases such as:

• Product received is different from the confirmed order
• Product is damaged during transport and reported with supporting evidence
• Product has a suspected manufacturing defect
• Product quantity, model or specification does not match the confirmed written order
• A return is approved in writing by KBT Battery before shipment

All return requests are reviewed case by case based on the product type, order terms, condition of the goods, test results, transport requirements and applicable laws.

4. Custom and Made-to-Order Products

Many battery packs and power solutions are customized according to customer requirements, including voltage, capacity, cell configuration, BMS settings, connector type, wire length, enclosure, label, communication protocol or application environment.

Custom-made products, sample builds, modified products and special-order items are generally not eligible for return or refund once production, procurement or customization has started, unless the issue is confirmed to be caused by a manufacturing defect, incorrect shipment or other matter for which KBT Battery is responsible under the written order terms.

Before confirming a custom order, please review all drawings, specifications, test requirements, application conditions and approval samples carefully.

5. Non-Returnable Items

Unless otherwise approved in writing by KBT Battery, the following items are not eligible for return:

• Custom-made or made-to-order battery packs
• Products that have been used, installed, opened, modified, repaired or disassembled without authorization
• Products damaged by misuse, improper charging, short circuit, over-discharge, incorrect installation, water damage, impact, overheating or unsuitable application conditions
• Products with removed or altered labels, serial numbers, seals or traceability marks
• Products returned without original packaging, safety protection or required documentation
• Products that cannot be transported safely or legally
• Products purchased from a third party rather than directly from KBT Battery
• Clearance, sample, prototype or special-price items where the written order states that they are non-returnable

6. Damaged, Defective or Incorrect Products

If a product arrives damaged, appears defective or does not match the confirmed order, please contact us as soon as possible after delivery. Keep the product, original packaging, shipping carton, labels and accessories until the case is resolved.

Please provide photos or videos of:

• The outer carton and shipping label
• Any visible damage to the package
• The product condition
• Model, label, serial number or batch number
• Test results or error symptoms, if applicable

After review, KBT Battery may request additional information, remote troubleshooting, product testing, return inspection, repair, replacement, parts replacement, credit or refund, depending on the case and the confirmed order terms.

7. Safe Handling of Lithium Battery Returns

Lithium batteries must be handled carefully. If a battery is swollen, leaking, smoking, unusually hot, physically damaged, punctured, burned, exposed to water, or otherwise unsafe, do not ship it back unless KBT Battery provides written instructions confirming a compliant and safe return method.

Unsafe or damaged lithium batteries may need to be handled or disposed of through an approved local hazardous-materials or battery recycling facility according to local regulations. We may request photos, videos, test records or proof of disposal when a physical return is not safe or legally permitted.

8. Refunds, Credits and Replacements

Refunds, credits, replacements or repairs are issued only after KBT Battery reviews and approves the case. If a product must be returned, approval is normally made after the returned product is received, inspected and tested.

Depending on the situation, the resolution may include:

• Repair of the affected product
• Replacement with the same or equivalent product
• Reshipment of missing or incorrect items
• Credit toward a future order
• Partial or full refund where approved under the written order terms

Any approved refund will be processed using a reasonable method agreed by both parties and may be subject to bank processing time, payment platform rules and applicable transaction fees. Original shipping, customs duties, taxes, inspection fees and bank charges may not be refundable unless otherwise agreed in writing.

9. Return Shipping Costs

Return shipping responsibility depends on the reason for the return and the confirmed written terms for the order.

If the issue is confirmed to be caused by KBT Battery, such as an incorrect shipment or verified manufacturing defect, we will work with you on an appropriate solution. If the return is requested for buyer convenience, incorrect customer specification, project cancellation, unsuitable application selection, or reasons not caused by KBT Battery, return freight, customs charges, taxes, insurance, inspection fees and related costs are normally the customer’s responsibility unless otherwise agreed in writing.

All return shipments must follow the packaging and transportation instructions provided by KBT Battery and any applicable dangerous-goods rules.

10. Order Changes and Cancellations

If you need to change or cancel an order, please contact us immediately.

For standard products, we will review whether the order can still be changed or cancelled before shipment. For custom-made products, special-order materials, sample builds or production orders, cancellation may not be possible once procurement, manufacturing, testing or customization has started. Any approved cancellation or change may be subject to actual costs already incurred, as confirmed in writing.

11. Warranty Relationship

This Refund & Returns Policy is separate from any product warranty. A return request, exchange request or refund request does not replace the warranty terms confirmed for your order.

Warranty coverage, warranty period, testing process, repair process and exclusions should be confirmed in the applicable quotation, pro forma invoice, sales contract, product specification, warranty statement or written agreement.

12. Contact Us

If you have questions about refunds, returns, exchanges, damaged shipments or RMA procedures, please contact us before shipping any product back.

KBT Battery

Email: info@kbtbattery.com

Address: Room 901, Block B, Building B5-1, Junfeng Industrial Zone, Heping Community, Fuhai Subdistrict, Bao’an District, Shenzhen, China.