LEGAL & SERVICE INFORMATION
Returns, Refunds & Cancellations Policy
This policy applies to B2B samples, standard products and customized OEM/ODM orders unless an accepted quotation, purchase order acknowledgement or contract states different terms.
Last updated: August 20, 2026
1. Obtain authorization first
All returns require written approval and an RMA number. Contact info@safecloudpower.com with the order reference, model, quantity, serial numbers, reason, photos and product condition. Do not ship lithium batteries until Safecloud provides the return address, carrier and dangerous-goods instructions.
2. Transit damage, shortage or wrong item
Inspect the shipment promptly. Report visible transit damage, shortage or an incorrect item within 48 hours after delivery, keep all packaging and record photos before moving or installing the product. Carrier and Incoterm procedures may require additional notice.
3. Defective or non-conforming products
Report a suspected defect or specification non-conformity within 7 calendar days after discovery and within the applicable warranty or acceptance period. Safecloud may diagnose remotely, request inspection evidence or issue an RMA. Verified claims are remedied under the accepted order terms and Warranty & RMA Policy.
4. Non-defective standard products
A request to return a non-defective standard, non-custom product for convenience must be submitted within 7 calendar days after delivery. The product must be unused, uninstalled, undamaged and in original compliant packaging. Approval is not automatic for regulated batteries. The buyer pays approved dangerous-goods return freight. A restocking fee applies only if disclosed in the accepted quotation or order confirmation; if no fee was disclosed there, no restocking fee will be added later.
5. Customized and OEM/ODM products
Products made, labeled, programmed, packaged or procured to a customer-specific requirement are not returnable for convenience. This does not limit remedies for verified defects or failure to meet the approved specification.
6. Inspection and refund timing
Returned products are inspected after safe receipt. Approved refunds or credits are normally issued within 10 business days after inspection to the original payment method or customer account, less authorized freight, damage or disclosed restocking deductions. Bank, duty and currency-processing times may be outside Safecloud’s control.
7. Order cancellation
An inquiry or unaccepted quotation may be withdrawn without charge. After written order acceptance, deposit, material commitment, tooling, customization or production start, cancellation is subject to work performed and non-recoverable commitments. Customized orders may become non-cancellable. Safecloud will provide the applicable amount for written approval where a cancellation remains possible.
8. Exchanges
An exchange requires written approval and depends on stock, configuration, compliance and shipping feasibility. Any price, freight or specification difference must be agreed before dispatch.
9. Local rights
Nothing in this policy excludes rights that cannot legally be excluded. Consumer-law rights may apply only where the purchaser legally qualifies as a consumer; this website primarily supports B2B quotation and contract sales.
Contact
Questions about this page may be sent to info@safecloudpower.com or by post to Shenzhen Safecloud Energy Inc., Building 17, Zhongpengcheng Industrial Park, Matian Street, Guangming District, Shenzhen, China.