Return & Refund Policy
Thank you for choosing iSWAY Battery. We guarantee that all our products undergo strict quality inspection before delivery. If you have any questions or issues after receiving your product, please contact us immediately at support@iswaybattery.com.
1. 30-Day Return Policy
We offer a 30-day return window, meaning you have 30 days after receiving your item to request a return.
Important: RMA Requirement To initiate a return, you must email us to obtain a Return Merchandise Authorization (RMA) number. Any packages sent back to our warehouse without prior approval and an RMA number will be rejected, and no refund will be issued.
2. Return Conditions
Return eligibility depends on the reason for the return. We categorize returns into two types:
● Buyer's Remorse (Change of mind, ordered wrong item): The item must be in the exact same condition that you received it—unused, uninstalled, and in its original packaging. You must provide your receipt or proof of purchase.
● Defective or Damaged Products: The item may be used/installed, but the failure must not be caused by human error, misuse, or improper installation. The customer must assist our technical team in completing basic battery diagnostic testing to confirm the issue.
3. Return Shipping Costs
The responsibility for return shipping costs depends on the situation:
When iSWAY Battery Pays For Return Shipping We will cover the return shipping costs if the return is due to our error (e.g., wrong item sent) or if the product has a confirmed manufacturer defect within the 30-day window.
● Mandatory Evidence: For items that arrive damaged or are defective, the customer MUST provide clear photos or videos to support the claim. If a customer refuses to provide visual evidence or diagnostic assistance, the return will automatically be treated as "Buyer's Remorse," and the customer will be solely responsible for all shipping costs.
● Parts Replacement Option: If a defect can be resolved with simple replacement parts, we may offer free parts and technical support as a faster, more convenient alternative to returning a heavy battery.
● Hazmat Safety Exception: If a lithium battery is severely damaged or deemed unsafe for transport per US DOT regulations, do NOT ship it. Upon receiving valid visual proof, we will instruct you on how to safely dispose of the battery locally and issue a full refund or replacement.
When the Customer Pays For Return Shipping For non-quality-related returns (Buyer's Remorse), the customer is fully responsible for all return shipping charges.
● Shipping Label: Because lithium batteries require Hazmat-certified shipping, we will provide you with a pre-paid return shipping label. The exact cost of this label will be directly deducted from your final refund.
● Original Shipping Deduction: Any order originally offered with "Free Shipping" or special shipping promotions is subject to a deduction of our actual outbound shipping costs from the final refund amount.
4. Refund Process
Once we have received and inspected your returned item at our US warehouse, we will notify you of the approval or rejection of your refund.
● Processing Time: If approved, your refund will be automatically processed and credited to your original method of payment within 14 days.
● (Note: Please be aware that it may take additional time for your bank or credit card company to post the refund to your account.)
5. Order Cancellations
We process and ship orders quickly, typically within 1-2 business days.
● Unshipped Orders: If you contact us via email before the order has been processed/shipped, we will cancel the order and issue a full refund within 12 hours.
● Shipped Orders: Once a product has left our facility or is in transit, the order cannot be canceled or rerouted due to strict Hazmat transport protocols. You must wait for the item to be delivered and then initiate a standard return process.
6. Return Address & Contact
● Designated US Return Center: iSWAY Battery Returns 437 Baldwin Park Blvd #AD3120, City of Industry, California 91746, United States (Reminder: Do NOT ship to this address without an approved RMA number).
● Customer Support: support@iswaybattery.com
