Returns & Refunds

1. Return Eligibility

1.1 30-Day Return Window

You may return unused Sentorise batteries within 30 days of delivery date if:

• Battery is in original, unopened packaging with all protective materials intact
• Product has not been installed, connected, or charged
• All included accessories, documentation, and packaging are present
• Serial number matches original purchase and has not been registered for warranty

1.2 Non-Returnable Items

2. Return Process

2.1 Initiate Return Request

To start a return:

1. Contact our support team at returns@sentorise.com or through our contact form
2. Provide order number, product details, and reason for return
3. Await Return Merchandise Authorization (RMA) number (issued within 2 business days)
4. Do not ship products without an RMA number - unauthorized returns will be refused

2.2 Packaging and Shipping

Once you receive your RMA number:

• Repack the battery in its original packaging with all materials
• Clearly mark the RMA number on the outside of the shipping box
• Ship via a trackable carrier with insurance (customer responsibility)
• Send to the return address provided in your RMA email

2.3 Inspection Process

Upon receiving your return, we will:

• Inspect the product for condition, completeness, and signs of use
• Verify serial number and purchase authenticity
• Test battery voltage and BMS status to confirm it has not been charged
• Process refund or reject return within 5 business days of receipt

3. Refund Policy

3.1 Approved Returns

If your return is approved, you will receive:

• Product Cost: Full refund minus restocking fee (see below)
• Original Shipping: Not refundable unless return is due to our error
• Return Shipping: Not refundable (customer expense)

3.2 Restocking Fees

The following restocking fees apply to approved returns:

• 0-14 days: 10% restocking fee
• 15-30 days: 20% restocking fee
• Opened packaging (unused product): Additional 10% fee
• Sentorise error: No restocking fee

3.3 Refund Method and Timing

Refunds are processed to the original payment method:

• Credit/Debit Card: 5-10 business days after approval
• PayPal: 3-5 business days after approval
• Bank Transfer: 7-14 business days after approval

You will receive email confirmation when your refund is processed.

4. Exchanges

Sentorise does not offer direct exchanges. If you need a different product:

1. Return the original product following the return process above
2. Place a new order for the desired product
3. Refund will be processed separately from new purchase

This ensures proper inventory management and prevents delays.

5. Damaged or Defective on Arrival

5.1 Reporting Damage

If your battery arrives damaged or defective:

• Do not install or connect the battery
• Take photos of packaging and product damage
• Contact us within 48 hours of delivery at support@sentorise.com
• Provide order number, photos, and description of damage

5.2 Resolution

For confirmed shipping damage or manufacturing defects on arrival:

• We will provide a prepaid return label (no cost to you)
• Replacement will be shipped immediately upon return receipt
• No restocking fees apply
• Original shipping costs will be refunded if requested

6. Refused or Undeliverable Shipments

If a shipment is refused or returned as undeliverable:

• Original shipping costs are non-refundable
• Return shipping costs will be deducted from refund
• 20% restocking fee applies
• Refund processed within 10 business days of return receipt

7. Warranty vs. Returns

Returns are for unused products within 30 days of purchase.
Warranty claims are for defects discovered after installation or use.

If you have installed and used the battery, you cannot return it. Instead, file a warranty claim if you experience defects. See our Warranty Policy for details.

8. Contact Information

Returns: returns@sentorise.com
Support: support@sentorise.com
Phone: Available through contact form
Response Time: Within 2 business days