Xain-USA Marketplace Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unused, uninstalled, with all original components (cells, BMS, connectors, and wiring) intact, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, contact us at support@xain-usa-marketplace.com. Returns must be sent to:

15590 SW Empire Terrace, Portland, OR 97224, United States

The buyer is responsible for return shipping costs and for printing the label. Because our products are lithium-ion batteries, return shipments must comply with DOT/IATA hazardous materials shipping requirements — batteries must be packaged to prevent short-circuiting (terminals covered/taped, original packaging preferred) and shipped via ground service only. We're happy to provide packaging guidance if you contact us before shipping. Items sent back without first requesting a return will not be accepted.

Damages, Defects, and Issues

Please inspect your order upon arrival and contact us immediately at support@xain-usa-marketplace.com if the item is defective, damaged, or incorrect. For battery performance issues (won't hold a charge, doesn't reach full voltage, BMS won't reset, etc.), please include:

• A photo or short video of the issue
• The voltage reading if you're able to test it
• Your order number

This helps us diagnose the problem quickly and get you a resolution without delay.

Swollen, punctured, or visibly damaged battery cells: For safety reasons, do not attempt to ship back a battery pack with a swollen, punctured, leaking, or otherwise physically compromised cell — damaged lithium-ion cells are a fire risk in transit. Instead, contact us with photos and we'll process a refund or replacement without requiring the item to be shipped back.

Exceptions / Non-Returnable Items

The following items cannot be returned:

• Custom or special-order items (e.g., custom connector/wiring configurations built to your specifications)
• Batteries that have been installed, wired into a device, or show signs of use/tampering
• Items missing original packaging where hazmat-compliant repackaging isn't possible
• Sale items and gift cards

Battery packs with physical damage from misuse (crushing, water exposure, improper charging) may be denied a refund at our discretion, pending inspection.

Please get in touch if you have questions about a specific item's eligibility.

Exchanges

The fastest way to get the item you want is to return the one you have, and once the return is accepted, place a separate order for the replacement.

Refunds

We'll notify you once we've received and inspected your return, and let you know if the refund is approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to post the refund.

If more than 15 business days have passed since your return was approved and you haven't received a refund, please contact us at support@xain-usa-marketplace.com.