Troubleshooting: First, if you are returning the product due to a technical issue, we recommend that you first contact our Customer Service Department at 1-978-562-4300 so that we can attempt a few quick troubleshooting tips before proceeding with the return process. We have a few proven methods that will often solve technical difficulties, eliminating the need for return or exchange. If the troubleshooting does not work for you, you have the following options for the return.
Money-back Guarantee: All of our products carry a 30-day money-back guarantee. If you are not satisfied with any of our products, for any reason, follow the return procedure below for a refund, credit or replacement within 30 days of purchase. For full refund, please make sure you pack back the UNUSED item(s) back to original package. All refunds are issued in the same form of payment used in the original transaction within 30 business days of receiving your return. Important: If you purchase multiple batteries and opt for a return within 30 days, please try only ONE set at a time to determine whether you are satisfied before opening the rest. Please note that after the first set, only unopened products, in original packaging qualify for a refund.
Returns after 30 days: After the initial 30 days of purchase, we offer replacements but no refunds for defective products up to 12 months from original purchase. Due to our aggressive pricing, shipping charges are non-refundable unless we shipped incorrect item(s). Refunds are issued in the same form of payment as in the original transaction within 30 business days of receiving your return. Please review our Return Policy for more details on how to get a refund.
Return Procedure: Our failure rates are among the lowest in the industry, and we have dedicated ourselves to supply only top quality battery packs. Still, we do realize that, rare as it is, you may have received a defective product. We sincerely apologize for the inconvenience; please follow the four steps below and we will make it right.
1. Contact your Sales Representative or call our Customer Service Department at 1-978-562-4300 to acquire a RMA number.
2. Our Customer Service Department will send you a RMA Form with detail information for the return. Please read and fill out the form.
3. Pack each battery individually to ensure proper insulation from damage or battery shortage during transportation or handling.
4. Mark the outside of the shipping carton(s) with the RMA number. Ship back to Artisan Power with RMA form attached.
All product returns must be accompanied with a RMA (Return Merchandise Authorization) number for processing, authorized by our Customer Service Department. We cannot accept returns without authorization. Please read through and beware of our return policy to avoid any misunderstanding.
RMA # Expiration: Your RMA number is valid for 30 days from the date issued. A new RMA number is required if period exceeds 30 days.
Return Address: Please ship the return(s) ground together with the completed RMA form to:
Artisan Power, LLC
Attn: RMA Returns
577 Main St., Suite 120
577 Main St., Suite 120
Hudson, MA 01749
Return Inspection: All returns are subject to our engineers’ inspection to identify/replicate the reported problem. Please provide us with a detailed description for the return to help our engineers identify and solve the problem quickly to your satisfaction. If inspection to the return is not unable to unveil described problem, we will contact the customer for further trouble shooting. If no described problem can be observed after thorough testing/inspection, the return(s) will be sent back to the customer.
Pack for Shipping: For safety and compliance with government regulations, please wrap each battery properly to return. Artisan Power will not be responsible for any accident or damage caused by improper packaging for the returns during transportation and handling. You may refer to UPS instructions for How to Safely Pack and Ship Batteries (www.ups.com/media/news/en/pack_batteries.pdf).
Shipping Carrier: When sending the package back to us, it is highly recommended to ask for delivery confirmation if you are using USPS. Other major carriers such as UPS, FedEx, and DHL will provide tracking numbers for your shipment. We will not be held responsible for lost return packages.
Shipping Method: The preferred way of shipping is through prepaid UPS Ground shipping.
Shipping Freight: All return shipment must be prepaid. Due to aggressive pricing, shipping charges are non-refundable.
Restocking Fee: All returns and refused orders are subject to a minimum $30 or 15% of invoiced amount as restocking fee after 30 days of invoice for the returns not related to product defect or our shipping error.
Replacement Shipment: Replacements will be shipped out within 10 business days based on receipt of return quantity once the defect is verified. All replacements will be shipped by UPS Ground on our account, unless the customer requests and agrees to pay for expedite shipping freight. If the replacement is shipped out but the return(s) is not received within 60 days, the customer will need to pay both the replacement invoice and the initial shipment invoice.
Battery Recycling: Unless otherwise instructed by the customer, out of warranty returns will be disposed of for proper recycling in 30 days from receipt of the return.