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Returns Policy

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Dear Customer,

Thank you for choosing our products. We have a professional Quality Control (QC) team to ensure that every product undergoes rigorous quality checks before shipment. Please carefully read the following return policy before making a purchase. By placing an order, you agree to all terms outlined in this policy.

1. Scope

This return policy applies to all products purchased from Medicalbatterydirect.co.uk. All returns require an RMA (Return Merchandise Authorization) number. Please click here to submit an RMA request form.

Note: Please read the following rules and guidelines carefully to avoid unnecessary delays or complications in the return process.

2. 30-Day Return and Exchange Policy

30-Day Money-Back Guarantee

  • Returns are accepted within 30 days from the date of receipt.
  • Returned items must be in their original condition, with complete packaging and accessories, free from any damage, and not affect resale.
  • If the return is due to a quality issue, supporting evidence (photos or videos) must be provided.
  • Refund requests without relevant product information (such as original model and issue description) may be denied.

30-Day Exchange Guarantee

  • Exchanges can be requested within 30 days from the date of receipt.
  • Supporting evidence of the product issue (photos or videos) must be provided.
  • Customers are eligible for a free exchange for the same model/specifications. After 30 days, the warranty policy applies.
  • Requests lacking necessary product details may be denied.

Note: Please do not remove or damage any labels on the battery (including our company logo, supplier labels, warranty stickers, or QC inspection tags), as this may affect your return or refund eligibility.

3. Return Process

  • ① Submit an RMA Request: Click here to submit an RMA request. You must obtain an RMA number within the return period specified above. Unauthorized returns will not be accepted.
  • ② Customer Service Review: Our customer service team will review the request within 1-2 business days and email the RMA number. Ensure the RMA number is clearly marked on the return package.
  • ③ Return Shipment: The RMA number is valid for 30 days from issuance. The product must be shipped back within this timeframe. When sending back a product, please make sure to notify the seller of the return shipment and provide the courier name and tracking number.
  • ④ Refund/Exchange Processing: Once the returned product is received and inspected, a refund or exchange will be processed within 3-5 business days.

4. Important Notes

① Return Request

  • An RMA (Return Merchandise Authorization) request must be submitted before any return or exchange.
  • Returns without approval and a valid RMA number will not be accepted.

② Return Timeline

  • The RMA number is valid for 30 days from the date of issuance. The return must be shipped within this period.
  • A valid courier name and tracking number must be provided for all returns to ensure proper tracking.

③ Refund/Exchange Processing

  • Refunds are typically processed within 3–5 business days. The actual time it takes to receive the funds depends on your payment provider.
  • Exchanges will be arranged within 2–7 business days after the returned item is received.
  • Only the same item can be exchanged. To exchange for a different product, please return the original item and place a new order.
  • If the returned product does not meet the required conditions, Medicalbatterydirect.co.uk reserves the right to refuse a refund or exchange.
  • Our return process does not support Cash on Delivery (COD). If a return parcel is sent using COD, we will be forced to refuse the package and will be unable to issue a refund.

④ Label Integrity Requirement

  • All returned items must have intact and original labels. Do not remove or damage any labels, including but not limited to our company logo, supplier labels, warranty stickers, or QC inspection tags.
  • Missing or damaged labels may affect our ability to assess product issues or trace responsibility. We will also be unable to submit warranty or compensation claims to our suppliers.
  • Therefore, items with removed or damaged labels are not eligible for return, exchange, or refund. Thank you for your understanding.

5. Fees & Costs

A. Returns & Exchanges for Non-Quality Issues

① Order Not Yet Shipped

  • Eligible for full refund with no additional charges.

② Order Shipped (Customer-Initiated Reasons, e.g., ordered by mistake, changed mind)

Refusal to accept the package is not allowed. If the customer refuses the package, it will be treated as abandonment, and no refund will be issued.

If a return is needed, please contact our customer service within 30 days after delivery, and ensure that the item is unused and in original packaging.

The customer is responsible for the following costs:

  • Original shipping cost
  • Return shipping cost
  • 10% restocking fee

③ Order Shipped (Logistics Failure Due to Customer Responsibility)

Includes but is not limited to the following situations:

  • Incorrect shipping address provided by the customer
  • Failure to pick up the package within the required timeframe
  • Refusal to accept the package
  • Failure to pay duties or taxes

The customer will be responsible for:

  • Original shipping cost
  • If reshipment is requested: secondary shipping cost
  • If order is cancelled: 10% restocking fee
Note: For returns not related to product quality issues, the customer is responsible for any damage or loss that may occur during transportation.

④ Special Product Policy (International Orders Containing Lithium Batteries)

  • Once shipped, if the package is destroyed due to refusal to accept, failure to collect, non-cooperation with customs clearance, or non-payment of duties or handling fees, it will be considered customer abandonment, and no refund will be issued.

⑤ Brazil Orders Special Notice

  • If the customer fails to complete the tax payment within the required timeframe and the parcel is destroyed by Brazilian customs, the customer bears full responsibility and no refund will be provided.

B. Defective/Incorrect Item Returns

① Our Responsibility (Wrong Item, Damaged, or Functional Defect)

We will cover the following:

  • Return shipping costs
  • Free replacement of correct item or full refund

② Brazil Import Tax Clarification

  • Regardless of return reason, all import duties/taxes paid by customer are non-refundable

③ Return Process & Important Notes

  • Please contact customer service within 30 business days of receiving the item and provide clear photos and a description of the issue.
  • All returns must be approved in advance by our customer service and accompanied by a return address.
  • Returns sent without authorization may be rejected and ineligible for refund.
  • Our return process does not support Cash on Delivery (COD). If a return parcel is sent using COD, we will be forced to refuse the package and will be unable to issue a refund.

Special Notes

  • ⚠️ To ensure fair trade, if a customer refuses to accept a high-value order (total order value over GBP 200) without valid reason, the platform reserves the right to record the incident and restrict future after-sales privileges, including but not limited to: no refund eligibility, order limitations, and refusal of further service.
  • ⚠️ Bulk purchase orders are not eligible for return. To prevent misuse or arbitrage behavior, any order containing more than 10 units of the same item will be treated as a bulk purchase. Such orders cannot be returned or exchanged once shipped. Please double-check the product model, quantity, and usage requirements before placing your order.

6. Handling of Unsuccessful Delivery Orders

During the shipping process, if the order cannot be successfully delivered due to any of the following circumstances:

  • The recipient fails to collect the package within the required timeframe
  • Failure to respond to carrier contact or notifications
  • Incomplete or inaccurate shipping information provided
  • The address is undeliverable (e.g., access restrictions, remote areas, etc.)
  • Failure to complete customs clearance, tax payment, or required documentation submission
  • Refusal to pay applicable duties or fees required by local authorities

The package may be subject to one of the following outcomes:

  • Returned to our warehouse by the carrier
  • Destroyed, discarded, or otherwise handled by the carrier or customs in accordance with applicable regulations
  • Detained, confiscated, or destroyed by customs authorities
  • Unable to be returned to our warehouse

① Handling of Packages Returned to Our Warehouse

If the package is successfully returned to our warehouse and confirmed upon inspection, we will, based on the actual situation, offer:

  • Reshipment (additional shipping fees may apply)
  • Refund to the original payment method (non-recoverable costs may be deducted)

Deductible costs may include, but are not limited to:

  • Original shipping costs already incurred
  • A 10% restocking fee
  • Customs-related fees (if applicable)

② Handling of Packages Not Returned to Our Warehouse

If, due to reasons such as customer refusal, failure to collect the package in time, failure to pay duties, or other related causes, the package cannot be returned to our warehouse (e.g., destruction, confiscation, or loss), we will review and process the case based on the following:

  • Logistics tracking records
  • Handling results provided by customs or the carrier
  • Communication records with the customer
  • Whether required actions were completed within the specified timeframe

Note: If the package cannot be returned to our warehouse due to customer refusal or failure to collect within the required timeframe (for example, certain carriers may destroy packages directly due to product nature or regional policies), it will be deemed as voluntary abandonment by the customer, and no refund will be issued. We will rely on the tracking information and delivery/return records provided by the carrier as the basis for processing. Customers are expected to understand and accept the platform’s decision based on such logistics records.

③ Customer Responsibility

In the following circumstances, any resulting losses, costs, or subsequent handling expenses shall be borne by the customer:

  • Failure to complete package collection or rescheduling as required
  • Failure to complete customs clearance or tax payment within the specified timeframe
  • Providing incorrect or incomplete shipping information
  • Failure to respond to notifications from the carrier or the platform in a timely manner

④ Customs Clearance Failure

If the package cannot be cleared due to failure to pay duties or submit required documentation:

  • The package may be returned, destroyed, or detained
  • Special note for Brazil orders: If the customer fails to complete tax payment within the required timeframe and the package is destroyed by Brazilian customs, all losses shall be borne by the customer, and no refund will be issued

⑤ Special Notice for Battery Products

For safety reasons, if a battery exhibits any of the following conditions, do not return it via standard postal services or courier without contacting us in advance:

  • Swelling
  • Leakage
  • Cracks or physical damage
  • Overheating
  • Emitting unusual odors or smoke
  • Subject to recall
  • Showing signs of burning, corrosion, or other unsafe conditions

Such items may require special handling, disposal, or transportation restrictions. Please contact customer service for safety instructions before attempting a return.

If the package cannot be returned due to battery transportation restrictions:

  • It will be reviewed based on logistics results
  • Return is not guaranteed

⚠️ Safety Notice: If the battery shows signs of swelling, leakage, or overheating, do not attempt to return it yourself. Please contact customer service for assistance.

7. Defective Product Handling

  • Within 30 Days: Products that arrive DOA (Dead on Arrival), have visible defects, or are damaged during transit are eligible for a full refund or free replacement. Return shipping costs will be covered by us.
  • Within One-Year Warranty:
    • We offer a one-year warranty. Quality-related issues within this period qualify for free repair or replacement.
    • Supporting evidence (photos/videos) must be provided.
    • Requests without necessary proof may be denied.

8. Additional Terms

  • Shipping Fees Are Non-Refundable
    Original shipping charges are non-refundable in the event of a return or refund.
  • Handling of Refused Deliveries
    If the customer refuses to accept the delivery, it will be considered as voluntary abandonment, and no refund will be issued.
    We recommend accepting the delivery first and then submitting an RMA request to be eligible for a full refund.
  • No Refund Before Return Receipt
    Refunds will only be processed after the returned item is received. We reserve the right to decline any refund request before the return is confirmed.
  • Extended Return Periods
    If you need to extend the return period due to special circumstances, please contact customer service in advance for approval.

9. Frequently Asked Questions (FAQ)

  • How do I request a return?
    Submit an RMA request form. Once approved, an RMA number will be provided.
  • How long does it take to receive a refund?
    Refunds typically take 3-5 business days, depending on the payment provider.
  • How long does it take to receive a replacement?
    Replacement orders are arranged within 2-7 business days after receiving the return.
  • Which cases are not eligible for returns?
    Products exceeding the return period or those damaged due to misuse.

10. Return Address

Name: RE GBLONA C967224

Address: Leicester Commercial Park Unit 1, Dorsey Way, Enderby, Leicester, GB, LE19 4DB

Phone number: 7760674644