Warranty Policy & Warranty Registration

Welcome to Cxeny! We provide high-quality new energy lithium batteries and are committed to offering comprehensive after-sales support to our customers. This policy applies exclusively to U.S. orders. Placing an order with Cxeny constitutes your acknowledgment that you have read, understood, and agreed to the following terms.

1. Warranty Policy

1.1 Warranty Period

We provide a 5-year warranty for all batteries when used correctly in accordance with the user manual.

Battery chargers and accessories are not covered by the warranty.

1.2 5-Year Tiered Warranty Policy

Time Period	Service Content	Shipping Cost Responsibility	Notes
0–6 Months	Free Replacement with New Product	Fully covered by Cxeny	Defective battery must be returned for inspection
6–24 Months	Free Repair/Replacement with New Product	Fully covered by Cxeny (Note: Excludes failures caused by the customer’s personal actions)	Full coverage for manufacturing defects
24–60 Months	Depreciated Replacement	Buyer bears return shipping cost	Calculated based on the remaining warranty period

2. Warranty Exclusions

The following situations are not covered by the warranty:

· Damage due to improper storage or long-term non-use leading to over-discharge. Although the battery is equipped with over-discharge protection, this function is only for short-term protection (to prevent accidental over-discharge). If not used for a long time or not regularly charged and maintained, it may cause problems such as continuous drop in cell voltage, lock-up of the protection board, and severe capacity attenuation. Such cases are deemed improper user maintenance and are not covered by the warranty, return, or refund policy. It is recommended that users recharge the battery every 2–3 months to maintain optimal health. Cxeny shall not be liable for any warranty, replacement, or refund if the battery cannot be activated, cannot be charged, or its performance degrades due to long-term non-use.

· Incorrect installation, use, or maintenance.

· Loose battery terminals.

· Series connection of more than 4 units (voltage > 48V).

· Reverse polarity connection or short-circuit operation.

· Storage in environments above 60°C (140°F) or below –40°F; extreme conditions such as fire, water ingress, or direct sunlight.

· Storage in a fully discharged state for more than one year.

· Artificial impact, drop, tear, modification, or opening of the product.

· Failures caused by use with non-original third-party equipment.

· Terminal corrosion, insufficient cable size, or poor crimping leading to excessively high internal resistance.

· Use beyond its designed purpose (e.g., engine starting, continuous overcurrent discharge).

· Daily cyclic discharge exceeding 80% in commercial applications.

3. General Terms

· Cxeny reserves the right to inspect returned products to confirm the existence of defects.

· Shipping costs for returns due to non-quality issues shall be borne by the customer.

· Cxeny reserves the right to update the terms of this policy at any time without prior notice.

The final interpretation of this policy belongs to the Cxeny brand.

4. After-Sales Contact Information

Email: service@cxeny.com

We will respond to your inquiry within 24 hours.

5. Return & Refund Conditions and Procedures

5.1 Return Request

To initiate a return, please contact us via email：

Email: service@cxeny.com

We will conduct an initial review upon receiving your email and, upon approval, provide you with a return label, return address, and shipping instructions.

5.2 Return Inspection and Processing

· Our technical team will complete the inspection of the returned product within 1–7 business days after receipt.

· Upon successful inspection, we will either replace the product with a new one or process a refund.

· Cxeny reserves the right to refuse acceptance of any products returned without prior approval.

5.3 Return Requirements

· Please properly package the returned battery with sufficient cushioning materials to prevent damage during transit.

· Please do not return batteries that are exposed or have been opened without authorization; otherwise, they will be refused. If, upon inspection, the product shows signs of use, wiring marks, or evidence of unauthorized disassembly or repair, we reserve the right to refuse a refund and return the original item to you.

· Please ensure all items are returned in full: the product, original packaging box, all accessories, and documentation.

· If any items are missing or damaged, the buyer shall bear the corresponding losses. If the packaging is damaged, accessories are missing, or the product’s resale value is affected, we reserve the right to deduct the corresponding amount from the refund as product depreciation fees.

5.4 Returns Due to Buyer's Reasons (Non-Quality Issues)

Returns requested for the following reasons, including but not limited to:

· Incorrect purchase of model, specification, or capacity;

· Incompatibility between the product and the device interface (not caused by product quality issues);

· Subjective reasons such as changes in personal preferences, usage needs, or incorrect order placement;

· Mismatch between expectations and actual use, rather than product defects.

Such cases shall be deemed returns due to the buyer's reasons (non-quality issues).

Note: If the battery enters a deep discharge state or cannot be activated due to long-term non-charging, this is considered improper maintenance and use by the user and cannot be used as a reason for return or warranty. For such cases, returns will be subject to the following provisions: The buyer shall bear the two-way shipping costs for return and re-delivery, including the original shipping fee (if the order was free shipping, the incurred shipping cost will be deducted from the refund) and the return shipping fee.

6. Refund Instructions

· We will notify you of the refund result after receiving and inspecting the returned product.

· If the refund application is approved, the funds will be returned to your original payment account within 10 business days.

· Banks or credit card companies may require additional processing time.

· If the refund has not been received more than 15 business days after the approval date, please contact us via service@cxeny.com.