Refund & Returns Policy | Fench Power
Customer information

Refund & Returns Policy

Clear return, replacement and service procedures for professional buyers of LiFePo4 batteries，battery cells, BMS products, accessories and DIY kits.

Last updated: 23 September 2026
Policy overview

Please review this policy before placing an order. By completing a purchase, the buyer confirms that they understand and accept the return, refund, replacement and battery-safety terms below.

01

Before purchasing DIY battery products

For DIY battery packs and cell-based projects, customers are responsible for ensuring that all cells are properly matched and balanced before assembly.

Incorrect matching, wiring, installation or modification can cause product damage or unsafe operation. The person assembling or installing the product must have appropriate technical knowledge and follow proper battery-safety procedures.

Important: We do not accept returns, refunds or replacements for products without a quality issue, incorrectly assembled cells, assembly damage, or damage to cells or BMS components caused by improper installation or wiring.

02

Return and replacement eligibility

For verified manufacturing defects or damage caused by non-human factors, business customers may request a replacement or refund within 3 days after delivery.

01 Report the issue

Contact customer service within 5 days of delivery with your order number and a description of the issue.

02 Provide evidence

Send clear photos or videos showing the product, packaging, labels and defect or damage.

03 Verification

Do not return the product before receiving written instructions from our team.

04 Solution

After verification, we may arrange reshipment, replacement or refund.

Return conditions

Unless the product is confirmed to have a manufacturing defect, returned products must be:

  • Unused and not installed.
  • Returned in the original FENCH packaging.
  • Free from signs of wear, damage or modification.
03

Damage during shipping

If an order arrives visibly damaged, contact us immediately and provide clear photos or videos for inspection. Where appropriate, we may offer reshipment, replacement or refund after verification.

When receiving a pallet or carton shipment, inspect the external packaging before signing for delivery. Record visible damage with the carrier whenever possible and retain the delivery documents.

For business orders, please include the order number, delivery note, product labels, packaging photos and a description of the issue so our team can review the claim efficiently.

04

Shipping charges and delivery information

Shipping costs are calculated manually according to the destination postcode, complete delivery address, order quantity, package or pallet dimensions, total weight and selected warehouse.

Please contact our customer service team for a quotation before placing or confirming an order.

Poland warehouse

In-stock dispatch

Products available in the Poland warehouse are normally delivered within 3–7 business days after dispatch.

Typical delivery: 3–7 days
China warehouse

Address-based estimate

For shipments from China, our team will confirm the delivery estimate according to the customer’s complete address, order profile and transport method.

Timing: confirmed per order

Return shipping costs are normally the responsibility of the buyer. Return shipping costs related to a verified quality issue may be covered by the seller depending on the specific circumstances. Refunds do not include transaction fees charged by payment platforms.

05

Paid repair service

We offer paid repair services for eligible products. Please contact us with photos or videos so that our team can assess the issue and confirm whether repair support is available.

  • Batteries: repair service support for up to 5 years.
  • Accessories: repair service support for up to 1 year.
  • Possible solutions may include repair, replacement or partial refund, depending on the assessment.
06

Warranty exclusions and battery safety

Warranty and return exclusions

  • Damage caused after assembly.
  • Incorrect wiring or improper installation.
  • Unbalanced battery assembly.
  • Battery swelling or bulging caused by misuse.
  • Damage caused during welding or modification.
  • BMS failure caused by improper charging or insufficient protection.

Battery safety warning

By purchasing and using our products, the buyer acknowledges the risks associated with battery products, including electric shock, electrical arc or fire, and chemical exposure from battery electrolyte.

Customers must handle batteries with caution and follow appropriate safety procedures during storage, installation, assembly and use.

07

Contact customer support

For return, refund, replacement, warranty or repair questions, please contact our customer service team before sending any product back.

Fench Power Customer Service

Please include your order number, product details, postcode and photos or videos where relevant.

bailyn1278@fenchenergy.com →