Return and Refund Policy

Last updated: April 22, 2026

This Return and Refund Policy applies only to purchases made directly through the official Sentorise website.

Sentorise products may also be available through Amazon, other online marketplaces, distributors, resellers, or third-party sales channels. For orders placed through those channels, return, refund, warranty, and order-specific service requests may be subject to the procedures of the original purchase channel.

1. General Return Window

Unused and uninstalled products may be eligible for return within 30 days after delivery, subject to review and approval by our customer support team.

To be eligible for return, the product must generally meet the following conditions:

1. The product is unused, uninstalled, unmodified, and in resalable condition.
2. The product has not been connected to any system, charger, inverter, vehicle, device, or power equipment.
3. The product is returned with original packaging, accessories, manuals, labels, and protective materials where applicable.
4. The return request is submitted within the applicable return window.
5. The return has been reviewed and approved by our customer support team in writing.

Because lithium batteries and related power products are subject to transport and safety requirements, returns may also be subject to additional packaging, handling, and carrier rules.

2. Return Authorization Required

Do not return any product without prior written authorization.

Approved return instructions and the designated return address will be provided by our customer support team after review.

Products returned without authorization may be refused, rejected, delayed, lost, or returned to the sender. We are not responsible for unauthorized returns or returns sent to an incorrect address.

The contact information shown on this website is not a product return address, warehouse address, service center, or customer walk-in location. Product returns must only be sent to the designated return address provided by our customer support team after approval.

3. Lithium Battery Return Restrictions

Lithium batteries, lithium iron phosphate batteries, and related power products may be subject to special transport, safety, and carrier handling requirements.

For safety and compliance reasons, the following products may not qualify for return unless the issue is verified by us as a product quality issue:

1. Products that have been installed, connected, charged, discharged, modified, opened, repaired, or used.
2. Products showing visible wear, impact damage, water damage, corrosion, misuse, overheating, swelling, leakage, or improper handling.
3. Products used with incompatible systems, chargers, inverters, vehicles, controllers, or other equipment.
4. Products without original packaging or adequate protective packaging required for safe transport.
5. Products that cannot be legally or safely transported according to carrier or destination rules.
6. Products returned without required labels, documentation, or safety declarations where applicable.

We may refuse a return if the product condition creates a safety risk, transport risk, or compliance issue.

4. Non-Quality Returns

For returns not caused by a verified product defect, wrong shipment, or shipping damage caused before delivery, the customer may be responsible for:

1. Return shipping costs.
2. Any carrier surcharges related to regulated goods or special handling.
3. Repackaging costs where original packaging is missing or unsuitable.
4. Inspection or restocking costs where permitted by applicable rules.
5. Loss, damage, or rejection caused by unauthorized or improper return shipping.

We recommend that customers confirm product compatibility, size, voltage, capacity, terminal type, application scenario, installation conditions, and destination availability before placing an order.

5. Product Quality Claims

If you believe a product has a quality issue, please contact us as soon as possible and provide:

1. Order number.
2. Product model.
3. Photos of the product, label, packaging, and any visible issue.
4. Videos showing the issue where applicable.
5. A clear description of the problem.
6. Installation or usage details, including connected equipment, charger, inverter, vehicle, or system information if relevant.

We may ask for additional information to determine whether the issue is caused by a product defect, installation condition, system incompatibility, misuse, transport damage, or another factor.

After review, we may offer one or more of the following remedies, depending on the situation:

1. Technical guidance.
2. Replacement parts or accessories.
3. Product replacement.
4. Partial refund.
5. Full refund.
6. Repair, inspection, or another reasonable solution where available.

The remedy will depend on the product condition, evidence provided, technical assessment, shipping feasibility, and applicable consumer protection requirements.

6. Damaged, Wrong, or Missing Items

If your order arrives damaged, incorrect, or incomplete, please contact us promptly after delivery.

Please keep all packaging materials, labels, cartons, and product accessories until the issue is resolved. Photos or videos of the outer box, shipping label, inner packaging, and product condition may be required.

Failure to provide sufficient evidence may limit our ability to file a carrier claim or verify the issue.

7. Refund Processing

Once an approved return is received and inspected, we will notify you of the refund decision.

If approved, the refund will usually be issued to the original payment method. Processing times may vary depending on your payment provider, bank, card issuer, or checkout platform.

Shipping fees, carrier surcharges, special handling fees, remote area fees, and other service fees may not be refundable unless the return is caused by a verified issue for which we are responsible or unless otherwise required by applicable law.

8. Order Cancellation Before Shipment

If you wish to cancel an order, please contact us as soon as possible.

Cancellation may be possible before the order has entered fulfillment, packing, dispatch, or carrier handover. Once an order has been processed, shipped, or handed over to a carrier, cancellation may no longer be possible. In that case, the order may need to be handled under this Return and Refund Policy.

9. Refused Delivery and Failed Delivery

If a shipment is refused, undeliverable, returned due to an incorrect address, or returned because the customer fails to cooperate with delivery, the customer may be responsible for shipping fees, return fees, carrier charges, storage fees, and any other related costs.

For lithium batteries and related power products, failed delivery or refused delivery may result in additional costs or disposal restrictions imposed by carriers or logistics providers.

10. Compatibility and Installation Responsibility

Customers are responsible for confirming compatibility, installation conditions, and proper use before purchase and installation.

Website information, product descriptions, photos, charts, manuals, recommendations, and support communications are provided for general reference and do not replace proper technical evaluation, professional installation judgment, or system compatibility verification.

We are not responsible for issues caused by misuse, improper installation, incorrect wiring, incompatible systems, unsuitable chargers, unauthorized modification, water ingress, physical damage, or use outside the product’s stated specifications.

11. EU Customers – Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase within 30 days of receiving the last item of your order, without giving any reason.

Withdrawal period: The withdrawal period expires 30 days from the day on which you, or a third party designated by you, takes physical possession of the last item of your order. If the withdrawal period ends on a weekend or public holiday, it is extended to the next working day.

How to exercise your right of withdrawal: To exercise your right of withdrawal, submit a return request through your customer account or contact us at [email protected] before the withdrawal period expires.

Cancellations: If your order has not yet been fulfilled, you may request a cancellation through your customer account at any time before fulfillment.

Refunds: Upon receipt of your returned items, we will reimburse all payments received from you, including standard delivery costs, without undue delay and no later than 14 days from the day we receive the returned goods.

Return shipping costs: Unless the return is due to a verified product defect, wrong shipment, or damage before delivery, you may be responsible for the direct cost of returning the goods.

Exceptions: Lithium batteries and related power products that have been installed, connected, used, or cannot be safely transported may not qualify for return under the right of withdrawal unless the issue is a verified product quality defect, in accordance with applicable EU consumer law exceptions.

12. Mandatory Consumer Rights

Nothing in this Policy is intended to exclude or limit any mandatory consumer rights that may apply under the laws of your country or region.

Where mandatory consumer withdrawal, cancellation, return, repair, replacement, or refund rights apply, those rights remain unaffected by this Policy.

13. Contact

For return requests, refund questions, damaged items, missing items, warranty-related claims, or after-sales support, please contact:

Sentorise Customer Support
Email: [email protected]

Please include your order number, product model, photos or videos where applicable, and a clear description of the issue.