Warranty, Return and Refund Policy
Last updated: June 28, 2022
Thank you for visiting and shopping at Batrium. The following terms and conditions constitute our Warranty, Return and Refund Policy.
Interpretation and Definitions
The words in which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.
For the purposes of this Policy:
- "Company" (referred to as either "the Company", "We", "Us" or "Our" in this Disclaimer) refers to Batrium Technologies Pty Ltd
- "Goods/Product" refers to the items offered for sale on the Service.
- "Orders" means a request by You to purchase Goods from Us.
- "Service" refers to the Website.
- "Website" refers to Batrium, accessible from https://www.batrium.com/
- "You" means the individual purchasing the Goods or accessing the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
Our Goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the Goods repaired or replaced if the Goods fail to be of acceptable quality and the failure does not amount to a major failure.
You, the purchaser, acknowledge that while Batrium will make every effort to provide the products that fit Your defined needs, it is only You, the Purchaser, who is responsible for making a determination that the Goods purchased are suitable for the use or uses to which You will put them.
Batrium products go through an extensive QA process before shipment but may need to be returned for reasons due to faults and defects.
Our standard warranty covers 12 months for product manufacturing defects and faults.
Exceptions to the Standard Warranty:
“Low-cost parts” that are subject to casual mishandling are covered by a 60-day warranty default period if there are reasonable evidence of a safe handling environment and practices (electrical wiring safety, etc.)
“Constructed kits and interfaceable electronics” are prone to damage through misuse or by mistakes in wiring, powering, and configuration. These scenarios are not due to manufacturing faults or defects. To verify, We might need to do troubleshooting and investigation and will need photos/videos and reports for proof and documentation.
Decommissioning a battery pack and not protecting the BMS in the proper sequence can cause it to be exposed to conditions outside of the operating limits and should be handled with great care as this will not be covered under warranty.
When a battery pack is operating significantly outside its operating limits (i.e. overcharged, heavily discharged, too hot, too cold) can impact the BMS and likely damage it, especially when the battery is overdischarged to flat and will not be covered by warranty.
Wiring up cabling back to front, and not matching the cabling loom will not be covered under warranty.
Returning a Defective or Faulty Product
Within 30 days upon receipt of Goods, If the product proved to have faults and defects, the Goods can be returned to Us through a Return Materials Authorization (RMA) process.
The RMA Process should be done via email.
RETURN MATERIALS AUTHORIZATION (RMA)
Email Us at email@example.com containing all the necessary information for your request (order number, description of the product fault/defect, photos, Manual Extract Report, etc.). Our support team will contact you within 2-3 business days (excluding weekends and Australian holidays). Please include the subject line: RMA Request
An RMA form will be provided. RMA requests are typically processed within (1) business day of receipt. Incomplete, erroneous, or missing information may delay the processing of Your request.
Send the form via email along with the photo/s of the Goods ready for returning. We advise having a tracking reference of the shipment available too.
Make sure to label the outside of the box: (RMA) Return Merchandise Authorization with #### Code (Code is provided in the RMA form)
For no downtime RMAs, we will require a security deposit. The security deposit will be refunded once we have received/resolved the items.
Do not send the items back or place another order without the proper RMA process or documentation. We need to process paperwork appropriately to streamline any customs or shipping issues, otherwise, You will end up paying duty twice or this will not be covered for a refund. If You have placed the order before due process, We cannot guarantee the duties fee.
Refund and Replacement
For Goods proved to have defects and faults, We will provide full refund or replacement equivalent of the Product/s amount (minus handling and shipping costs).
Due to global supply chain issues, replacement may take longer and may not be the most reasonable option for those with project timelines. Ideally, a full refund for the item will be provided instead.
Returns and Exchange
If the Goods have been shipped and You then realize You incorrectly ordered a product and decide to exchange products, We can attempt to accommodate Returns and Exchange through the RMA process. Please note that any customs duty or taxes is something that we cannot control and hence You have to sort it out.
This is provided the Return should be within 30 days of the receipt and item/s are in their original condition and has not been used.
Email us with a request containing the order number and package/item photos. We will then start the RMA process.
Note that shipping costs for Returns and Exchange shall be shouldered by You.
All products, including non-functional and damaged items for warranty claim, returns and exchanges, warranty and non-warranty repairs, shall be returned to our headquarters:
Batrium Technologies Pty Ltd
Unit 6, 112 Munibung Rd
Boolaroo NSW 2284
Limitation Of Liability
You understand and agree that the Batrium shall not be liable for any incidental damages or consequential damages or expenses which arise, directly or indirectly, from the sale, purchase, shipment, handling, or use of the products. You must acknowledge that Batrium’s non-liability for incidental or consequential damages, losses, or expenses extends to any incident or claim, regardless of whether it is based on breach of contract, breach of warranty, strict liability in tort, negligence, or any other claimed violation of any other common law or statutory theory or provision. You agree that Batrium’s liability for a material breach of this Contract shall be and is expressly limited to the repair or replacement of the goods or products described, or to the repayment of the sum paid by You (when such products are returned); or to the provision of a credit for the value of the products.
If you have any questions about this Warranty, Return and Refund Policy, You can contact us:
- By email: firstname.lastname@example.org