Refund policy

REFUND & CLAIMS POLICY

Last updated: August 18, 2026

This Refund & Claims Policy applies to business-to-business orders supplied by CIXI FOREWELL ELECTRONICS CO., LTD. under the FOREWELL brand.

Because battery products may be manufactured, labeled or packaged according to customer requirements, returns, refunds and claims are handled according to the confirmed order terms, product condition and supporting evidence.

1. NO DIRECT WEBSITE PURCHASES

We do not currently accept direct online checkout or payment through www.forewellbattery.com.

Submitting an inquiry or quotation request does not constitute a purchase and does not create an automatic right to a refund.

For orders placed through Alibaba.com, refund and dispute requests may also be subject to the confirmed platform order, Alibaba.com’s rules and applicable Trade Assurance procedures.

1. ORDER CANCELLATION

A standard-product order may be cancelled before production only with our written confirmation.

If materials have already been purchased, packaging has been prepared or production has started, cancellation may be subject to costs already incurred.

OEM, private-label and customized orders generally cannot be cancelled after:

• Custom labels or packaging have been printed
• Special materials have been purchased
• Artwork or samples have been approved
• Mass production has started
• Finished goods have been completed

Any approved cancellation or refund may be calculated after deducting non-recoverable material, printing, production, banking and administrative costs.

1. CUSTOMIZED PRODUCTS

Products manufactured, labeled, printed, assembled or packaged according to customer-approved requirements are not returnable merely because the customer:

• Changes its mind or sales plan
• No longer requires the goods
• Selected an unsuitable model or package
• Provided incorrect artwork or information

Minor commercially reasonable variations in printing color, material appearance, dimensions or packaging that do not affect agreed product function are not automatically considered defects.

1. CUSTOMER APPROVAL

Customers are responsible for reviewing and approving:

• Battery model and specification
• Label and packaging artwork
• Text and translations
• Brand names and trademarks
• Colors and layout
• Barcodes
• Pack quantity and carton markings
• Samples, where applicable

We are not responsible for errors contained in customer-supplied or customer-approved specifications, artwork, text, trademarks or barcodes.

1. SHIPPING DAMAGE, SHORTAGE OR INCORRECT GOODS

Visible carton damage, leakage, shortage or incorrect goods should be reported within 7 calendar days after delivery.

A claim should include, where applicable:

• Order, contract or invoice number
• Product model and batch information
• Carton markings
• Quantity affected
• Clear photographs and videos
• Packing and unpacking evidence
• Delivery receipt
• Carrier damage record
• Description of storage and handling conditions

Customers should retain affected products, cartons, labels and packaging until the claim has been reviewed or written permission to dispose of them has been provided.

1. PRODUCT QUALITY CLAIMS

A suspected quality issue should be reported promptly after discovery and within the warranty or claim period specified in the confirmed order, specification, contract or written warranty.

The customer may be asked to provide:

• Samples from the affected batch
• Batch codes
• Test conditions and equipment information
• Discharge data or inspection reports
• Storage temperature and humidity
• Application details
• Photographs and videos

Where necessary, the parties may agree to testing by an independent laboratory or inspection organization.

1. CLAIM EXCLUSIONS

A refund, replacement or credit may be refused where an issue results from:

• Incorrect product selection
• Use outside the confirmed specification
• Improper storage, transportation, installation or handling
• Mixing different battery brands, chemistries, voltages, ages or charge levels
• Mixing new and used batteries
• Charging a non-rechargeable primary battery
• Short circuit or reverse installation
• Disassembly, deformation, puncture, fire or water exposure
• Unauthorized relabeling, repacking or modification
• Normal performance variation within the agreed specification
• Damage occurring after risk transferred under the agreed Incoterm
• Expired shelf life
• Customer-approved artwork, barcode or packaging errors

1. AVAILABLE REMEDIES

If a claim is verified, an appropriate remedy will be determined according to the order terms, affected quantity, cause and available evidence.

Possible remedies may include:

• Replacement of verified affected goods
• Replacement packaging or rework
• Credit toward a future order
• Partial refund
• Full refund for verified affected goods where appropriate

No refund, replacement or credit is final until confirmed in writing.

Unless otherwise agreed, indirect losses, lost profits, market losses, third-party penalties and consequential damages are not included.

1. RETURN AUTHORIZATION

Products must not be returned without prior written authorization and agreed return instructions.

Unauthorized returns may be refused.

Responsibility for return freight, customs charges and related costs will be determined according to the reason for return and confirmed transaction terms.

1. REFUND PROCESSING

Where a monetary refund is approved, it will normally be issued through the original Alibaba.com transaction, original payment method or another banking method agreed in writing.

Processing times, bank charges and currency differences may depend on the payment platform and financial institutions involved.

1. CONFLICT WITH ORDER TERMS

If this Policy conflicts with a confirmed Alibaba.com order, signed sales contract, pro forma invoice or separately agreed warranty, the specific transaction document takes precedence.

1. HOW TO SUBMIT A CLAIM

CIXI FOREWELL ELECTRONICS CO., LTD.
FOREWELL Battery

Email: sales@forewellbattery.com
WhatsApp: +86 134 5619 0180

Address:
No. 119, Chaogong 3rd Road,
Zonghan Subdistrict, Cixi, Ningbo,
Zhejiang, China

Please include your order number, product model, affected quantity and supporting evidence when submitting a claim.