Return Policy

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 VacuumCleanerBattery.com.au. 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

1. Returns are accepted within 30 days from the date of receipt.
2. The returned product must be in good physical condition, with complete packaging and accessories, no man-made damage, and must not affect secondary sales. Important Reminder: Do not remove or damage any labels on the battery (such as our company’s LOGO label, supplier label, warranty label, or QC inspection sticker), otherwise the return or refund process may be affected.
3. The product must be in its original condition, with complete packaging and accessories, and must not have any signs of damage or tampering.
4. If the return is due to a quality issue, supporting evidence (photos or videos) must be provided.
5. Refund requests without relevant product information (such as original model and issue description) may be denied.

👉   30-Day Exchange

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

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 returning a product, please make sure to notify the seller and provide the courier company 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 request must be submitted before returning or exchanging a product.
   • Returns without prior approval and an RMA number will not be accepted.
2. Return Timeframe
   • The RMA number is valid for 30 days from the date of issue. The return must be shipped within this period.
   • A courier company name and tracking number must be provided for all returns to enable tracking.
3. Refund/Exchange Processing
   • Refunds are typically processed within 3–5 business days. The actual time for the refund to appear depends on the payment provider.
   • Exchanges will be arranged within 2–7 business days after the return is received.
   • Only the same item can be exchanged. To get a different item, please return the product and place a new order.
   • If the returned item does not meet the required condition, VacuumCleanerBattery.com.au reserves the right to refuse a refund or exchange.
   • Cash on delivery (COD) is not supported for returns. If a package is sent back using COD, we will have to refuse the delivery and will not be able to process a refund.
4. Battery Label Requirements
   • All returned battery products must have intact labels. Do not remove or damage any original labels, including but not limited to our company’s LOGO label, supplier production label, warranty label, and QC inspection label.
   • Missing labels will affect our ability to determine product issues and trace responsibility. We will also be unable to file warranty or compensation claims with our suppliers.
   • Therefore, batteries with damaged or removed labels will not be eligible for return, exchange, or refund. Thank you for your understanding.

5. Breakdown of Charges

👉   Returns & Exchanges for Non-Quality Issues

1. Order not yet shipped
   • You can request a full refund at no additional cost.
2. Order shipped (subjective reasons such as ordering the wrong item or a change of mind)
   • If the customer wants to return the product, they must contact customer support within 30 days of delivery and ensure the item is unused and in its original packaging.
   • The customer must cover return shipping costs and the following charges:
     • Original shipping fee
     • Return shipping fee
     • 10% restocking fee
3. Order shipped (delivery failed due to customer-related reasons)
   • This includes but is not limited to:
     • Incorrect address provided by the customer
     • Package not picked up on time
     • Customs duties not paid by the customer
   • The customer will be responsible for:
     • Original shipping fee
     • If reshipment is required: second shipping fee
     • If the order is canceled: 10% restocking fee

Note: For returns due to non-quality issues, the customer is responsible for any damage or loss that occurs during transportation.

👉   Returns & Exchanges for Quality Issues

1. Due to our error (wrong item sent, damaged goods, defective function)
   • We will cover the following costs:
     • Return shipping fees
     • Reshipping the correct item at no cost or issuing a full refund
2. Brazilian Customs Duties
   • Regardless of the reason for return, all customs duties incurred during the purchase are the responsibility of the customer.
3. Return process and notes
   • Please contact customer support within 30 business days of receiving the item, and provide clear photos and a description of the issue.
   • All returns must be authorized by customer support. You must get the return address before sending anything back.
   • Unauthorized returns will not qualify for a refund.
   • Cash on delivery (COD) is not supported for returns. If a package is sent back using COD, we will have to refuse the delivery and no refund will be issued.

⚠️ Special Notes
To maintain fair business practices, if a customer refuses to accept a high-value order without a valid reason (order total over USD 200), we reserve the right to document this behavior and limit after-sales services. This may include disqualification from refunds, ordering restrictions, or denial of future service.
Returns are not accepted for bulk purchases. To prevent abuse, any order containing more than 10 units of the same product is considered a bulk order.
These orders are non-refundable and non-returnable once shipped. Please confirm the model, quantity, and your actual needs before placing your order.

6. Handling of Orders Not Successfully Delivered

During transportation, an order may fail to be delivered successfully due to any of the following circumstances:

• The recipient does not collect the package within the required period.
• The recipient does not respond to carrier contacts or notices.
• The shipping information provided is incomplete or inaccurate.
• The address cannot be delivered to normally, including access restrictions or remote-area limits.
• Required customs clearance, tax payment, or document submission is not completed.
• The recipient refuses to pay customs duties or local charges required by the destination country or region.

The package may then be handled in one of the following ways:

• Returned by the carrier to our warehouse.
• Destroyed, discarded, or lawfully processed by the carrier or customs.
• Held, confiscated, or destroyed by customs.
• Unable to be returned to our warehouse.

1) If the package is returned to our warehouse

After the returned package is received and confirmed, we may provide one of the following options based on the actual situation:

• Reshipment, which may require payment of additional shipping fees.
• Refund to the original payment method, with unrecoverable costs deducted where applicable.

Deductible costs may include, but are not limited to:

• Original logistics fees already incurred.
• A 10% restocking fee.
• Customs clearance related fees, if any.

2) If the package is not returned to our warehouse

If a package cannot be returned to our warehouse because the customer refuses delivery, does not collect it on time, does not pay taxes or fees on time, or for other customer-related reasons, such as destruction, confiscation, or loss, we will review the case based on:

• Logistics tracking records.
• Customs or carrier processing results.
• Customer communication records.
• Whether the required actions were completed within the required timeframe.

If the package cannot be returned to our warehouse because the customer refused delivery or did not collect it on time, including cases where some logistics companies destroy packages directly because of product attributes or regional policies, the package will be treated as voluntarily abandoned by the customer and the order will not be refunded. We will rely on the tracking information and delivery or return records provided by the logistics company as the basis for handling the case. Customers must understand and accept decisions made according to logistics records.

3) Customer responsibility

The customer is responsible for related losses, fees, or subsequent handling costs in the following circumstances:

• Required pickup or redelivery actions are not completed.
• Customs clearance or tax payment is not completed within the required period.
• Incorrect or incomplete shipping information is provided.
• Carrier or platform notices are not responded to on time.

4) Customs clearance failure

If a package cannot clear customs because taxes are not paid or required documents are not submitted:

• The package may be returned, destroyed, or held.
• Special note for Brazil orders: If the customer does not complete tax payment within the required timeframe and the package is destroyed by Brazilian customs, all losses are borne by the customer and no refund will be issued.

5) Special note for battery products

For safety reasons, if a battery has any of the following conditions, do not return it by ordinary mail or courier without contacting us first:

• Swollen battery.
• Leaking battery.
• Cracked or physically damaged battery.
• Overheating battery.
• Battery with odour or smoke.
• Recalled battery.
• Any sign of burning, corrosion, or other unsafe condition.

These items may require special handling, disposal, or transport restrictions. Please contact customer service for safety instructions before attempting any return.

If battery shipping restrictions prevent a package from being returned:

• The case will be reviewed according to logistics results.
• Return is not guaranteed.

Safety notice: If the battery is swollen, leaking, overheating, or otherwise unsafe, do not send it back yourself. Please contact customer service for assistance.

7. Defective Product Handling

1. 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.
2. 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

1. Shipping Costs Are Non-Refundable
   • Original shipping fees will not be refunded when returning an item.
2. Handling of Refused Deliveries
   • If the customer refuses the delivery, it will be treated as voluntarily abandoned and no refund will be issued.
   • We recommend accepting the package first and then submitting an RMA request to be eligible for a full refund.
3. No Refund Without Returned Item
   • We reserve the right to deny a refund until the returned item is received.
4. Extended Return Period
   • If an extension is needed due to special circumstances, please contact customer service in advance for approval.

9. Frequently Asked Questions (FAQ)

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

9. Return Address

Name: RE USLAXB C967224
Phone number: 05419531153
Address: 10886 CITRUS AVE, FONTANA ,CA 92337 USA