Return Policy
PLEASE READ BEFORE ORDERING
Customers are responsible for verifying the correct mobility scooter or power wheelchair model, battery model, battery size, voltage, capacity, quantity, and terminal/connector configuration before placing an order.
30-DAY RETURN PERIOD
Eligible unused products may be returned when the customer contacts Electric Scooter Battery Co. (ESB) within 30 days of delivery and obtains a Return Merchandise Authorization (RMA). The product must be unused, uninstalled, unconnected, uncharged, undamaged, and in its original condition and packaging.
RETURN MERCHANDISE AUTHORIZATION (RMA) REQUIRED
ALL RETURNS REQUIRE PRIOR AUTHORIZATION FROM ELECTRIC SCOOTER BATTERY CO.
Customers must contact ESB and obtain an RMA before returning any merchandise. DO NOT RETURN ANY PRODUCT WITHOUT AN RMA.
Merchandise returned without authorization may be refused and returned to the customer. Issuance of an RMA does not automatically guarantee a refund, exchange, credit, or warranty replacement. Returned merchandise must first be received and inspected and, when appropriate, tested.
20% RESTOCKING FEE
Eligible returns resulting from a customer ordering the wrong product, changing their mind, or no longer needing the product are subject to a 20% restocking fee.
The customer is also responsible for applicable return shipping costs. The 20% restocking fee does not apply when ESB shipped the wrong product or made an error fulfilling the order.
ORIGINAL BOX & PACKAGING REQUIRED
All approved returns must be returned in the original manufacturer’s box or packaging, including original packing materials, accessories, documentation, hardware, and other items supplied with the product.
Products returned without their original box or packaging, or with missing components, may be refused.
Do not write on, mark, damage, or place shipping labels or excessive tape directly on the manufacturer’s original battery packaging.
RMA NUMBER & RETURN SHIPPING
The RMA number must be clearly shown on the outside shipping label or outer shipping carton, not written directly on the manufacturer’s original battery box.
When the customer is responsible for return shipping, the merchandise must be properly packaged to protect both the battery and its original packaging.
We recommend using a trackable shipping method and retaining the shipping receipt and tracking number.
INSTALLED OR USED BATTERIES
A battery that has been installed, connected, charged, used, modified, or altered is not eligible for a standard return.
A battery believed to be defective after installation or use will instead be handled under the applicable manufacturer’s warranty procedures.
DEFECTIVE BATTERIES & WARRANTY CLAIMS
A warranty claim is not the same as a standard return.
ESB may require testing before approving a warranty replacement or credit. A discharged battery, reduced operating range, or a scooter/power wheelchair that does not operate properly does not by itself establish that a battery is defective.
Problems can also result from the charger, vehicle electrical system, wiring, connections, improper installation, or charging practices.
Manufacturer warranty terms and conditions apply.
INCORRECT PRODUCT ORDERED BY CUSTOMER
Customers are responsible for ordering the correct battery model, capacity, terminal, connector, and configuration.
An eligible unused product ordered incorrectly by the customer may be returned with an approved RMA and is subject to the 20% restocking fee and applicable return shipping charges.
ESB SHIPPING ERROR
If Electric Scooter Battery Co. ships the incorrect product, contact ESB before returning it.
ESB will provide return instructions and, when appropriate, arrange the correction at our expense. No 20% restocking fee applies to an ESB fulfillment error.
DAMAGED SHIPMENTS
Customers should inspect their shipment promptly upon delivery. Shipping damage should be reported to ESB as soon as possible.
ESB may request photographs of the product, original packaging, outer shipping carton, and shipping label.
Do not install, connect, charge, or use a battery that appears damaged.
UNSAFE OR DAMAGED BATTERIES
Do not ship a leaking, swollen, punctured, physically damaged, or otherwise unsafe battery back to ESB unless ESB specifically provides return instructions.
Contact ESB first. Lithium batteries may be subject to additional carrier, transportation, and manufacturer requirements.
ORDER CANCELLATIONS
An order canceled before it has been processed or shipped may be canceled without a restocking fee.
Once an order has shipped, the customer must follow the applicable return procedure. Customers should not refuse delivery as a method of canceling an order.
When permitted by law, applicable outbound and return shipping charges may be deducted from an otherwise eligible refund.
REFUNDS
Approved refunds will be issued to the original payment method after the returned merchandise has been received and inspected.
Applicable 20% restocking fees and permitted shipping charges will be deducted from the refund.
PRICE-MATCHED ORDERS
Products purchased under the Electric Scooter Battery Co. Price Match Guarantee remain subject to this Return, Refund & Warranty Policy and the applicable manufacturer’s warranty.