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Return Policy

All product returns must be accompanied with an RMA number (Return Merchandise Authorization) authorized by Customer Service in order to be accepted. Getting an RMA is very easy; the fastest way is to request it by emailing us at return@twowaybattery.com. Please include your order number and contact information in this email. We will respond to your email with an RMA number. Upon receiving the RMA number, you can then follow the RMA procedure explained below to return the merchandise. The procedure will also be explained in the e-mail for your easy reference.

If you are contemplating returning the product due to a technical issue, please first contact us at 1-865-262-8305 so that we can attempt a few quick troubleshooting tips before proceeding with the return process. Often, the problem you are facing may be rectified by trying a proven method.

Our failure rates are among the lowest in the industry, and we have dedicated ourselves to serve only top quality battery packs in both cell quality and manufacturing process. Still, we do realize that, rare as it is, you may have received a defective product. We sincerely apologize for the inconvenience; please follow our simple process below and we will make it right.

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 or replacement within 30 days of purchase.

If you purchase multiple batteries, please try only one set at a time to determine whether you are satisfied before opening the rest. After the first set, only unopened products, in original packaging qualify for a refund.

Defective Products Our manufacturer's guarantee covers defective products for replacement up to 12 months of the original purchase. However, we cannot offer a replacement in the following cases: if it is abused, physically damaged or if it is from another merchant. All returns are inspected upon receipt for verification.

Shipping Charges Due to our aggressive pricing, shipping charges are non-refundable except when caused by our own mistake. If your initial order qualified for free shipping and then got returned for a refund, actual shipping charge incurred for the original shipment will be deducted from your refund.

Undeliverable or refused orders, due to incorrect address and/or absence, will be refunded in the original form of payment less applicable shipping charges.

Refunds All refunds are issued in the same form of payment used in the original transaction within 10 business days of receiving your return.

RMA (Return Merchandise Authorization) Procedure

1. All returned products must have an authorized RMA number for processing; we will not accept returns without it. To request an RMA, simply email us at return@twowaybattery.com. Please include your order number and contact information in the email. We will respond to your email with an RMA number.

2. Please note that the RMA number issued is valid for 10 business days only and it expires if not used within this time period; we therefore advise you to send the returns back to us at your earliest convenience.

3. Once you have an RMA number, pack the return merchandise securely to ensure safe return of the package.

4. Please write the RMA number you received earlier on the exterior of the package you are shipping.

5. 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 FedEx, UPS, and DHL/Airborne Express will provide tracking numbers for your shipment. We will not be held responsible for lost return packages. All returns must be prepaid; we do not cover shipping charges except when caused by our own mistake.

6. Your replacements or exchange items will be shipped within 48 hours upon receipt of return package. If the item you are requesting replacement of is on back-order, we will provide you with an email estimating when we anticipate shipping the replacement items. If refunds are to be made, the refunds will be issued within 10 business days in the same form of payment.

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