Refund policy

Welcome to Cxeny! We provide high-quality lithium batteries and accessories and are committed to providing comprehensive after-sales support to our customers. By placing an order with Cxeny, you acknowledge that you have read, understood, and agreed to the following terms.

After-sales Contact Information:

General Email: service@cxeny.com

Amazon Dedicated After-sales Email: Cxeny-sales@outlook.com

We will reply to your inquiry within 24 hours.

--------------------------------------

Warranty Policy

Limited Warranty

Products manufactured by Cxeny (hereinafter referred to as the Warrantor) are warranted to be free from defects in workmanship and materials under normal use and service conditions. The warranty period commences on the date of purchase by the user (hereinafter referred to as the Purchaser). This Limited Warranty covers substantial defects in materials, workmanship and performance.

Should any Cxeny product have substantial defects in materials, workmanship or performance, the Warrantor shall repair or replace the defective product with a new or refurbished equivalent product. If repair or replacement is not feasible, a refund will be issued.

Warranty Duration

Category	Models	Warranty
Battery	48V/36V/24V models	5-year: Purchaser covers shipping starting in year 3
Battery	12V models	3-year: Purchaser covers shipping starting in year 3
Charger	Charger	1 year: full Warranty
Other Accessories	LCD Display, Others	1 year: full Warranty

*Register your warranty on our official website to enjoy a 1-year extended warranty, only valid for 12V/24V/36V/48V LiFePO4 lithium battery products.

Important Notice:

Repaired or replaced products shall not extend the warranty period additionally and shall remain covered under the original warranty period. Once a brand-new product is replaced due to quality issues in accordance with the warranty terms, the warranty service of the original order shall be deemed fully fulfilled and automatically terminated.

General Warranty Claim Terms

The purchaser must contact the warrantor’s technical support to resolve defects arising under normal use conditions.

The warrantor may request product testing, provide repair instructions, or require the product to be returned for inspection.

Scope of Application

This warranty applies only to the original purchaser.

Warranty Claim Process

If you receive a defective or damaged product, please notify us by email and include the following information:

Order number.
A detailed description of the product issue, including the situation, occurrence time and specific process.
Clear photos or videos with sufficient lighting that accurately reflect the issue you described.
Clear photos of the product code (barcode sticker) and Bluetooth device code (QR code sticker) on the battery housing.
The troubleshooting steps you have already taken.

Important Notice:

If you do not notify us of any product defects or damage, we shall deem the product delivered to you as in good and intact condition.

Exclusions and Limitations

1. The following situations are not covered under warranty:

Normal wear and tear.
Damage caused by human error/accidental damage.
Failure caused by improper installation, use, storage, or maintenance.
Failure caused by unauthorized repairs, modifications, or additions.
Failure caused by misuse, abuse, negligence, or contamination.
Failure caused by contact with liquids, extreme temperatures, voltage surges, or force majeure (e.g., fire, flood, war).

2. Specific Exceptions for Batteries:

Loose battery terminals, terminal corrosion, insufficient cable size, or poor crimping resulting in excessive internal resistance.
Series connection causing the total voltage to exceed 48V.
Reverse polarity connection or short-circuit operation.
Failure caused by the use of non-original third-party equipment.
Use beyond its design purpose (e.g., engine starting, continuous overcurrent discharge).
Daily cycle discharge exceeding 80% in commercial applications.
Use or store outside the temperature range or with incorrect configuration (e.g., mixing different models, incorrect connections).
Use chargers with non-compliant algorithms or insufficient security measures.
Disassemble, refuse firmware upgrades without authorization.
Damage caused by improper storage or excessive discharge due to prolonged lack of charging. Although the battery is equipped with over-discharge protection, this function is only for short-term use (to prevent accidental over-discharge). If left unused for extended periods or without regular charging and maintenance, problems such as continuous voltage drop, protection board lock-up, and severe capacity degradation may occur. Such situations are considered improper user maintenance and are not covered under warranty, return, or refund policies. It is recommended that users charge the battery every 2-3 months to maintain its optimal condition. If the battery cannot be activated or charged, or its performance degrades due to prolonged disuse, it is considered improper user maintenance and use, and Cxeny will not be liable for any warranty, replacement, or refund.
Battery cell swelling that occurs more than one year after receipt is not covered by the warranty. Cell swelling caused by improper use is not covered under warranty. During charge/discharge cycles, LiFePO4 cells experience a physical thickness expansion of approximately 3% - 8% due to lithium-ion insertion/extraction. This is a normal physical characteristic of the material and not a quality defect. Its chemical properties make it extremely difficult for it to generate a large amount of gas to cause severe swelling within its normal operating voltage range. Severe cell swelling is usually caused by violations of operating procedures, such as overcharge/over-discharge, exceeding the allowed charging/discharging rate, short circuits, high-temperature storage/operation, and low-temperature charging.
Mistaken purchase of incorrect model, capacity, size or specification is not regarded as a product quality defect and is non-returnable.

3. Limitation of Liability

Cxeny shall not be liable for the following:
Labor costs, incidental losses (e.g., installation/removal costs, loss of time).
Indirect, incidental, or consequential damages (e.g., loss of profits, loss of data).
Damage to connected systems or third-party products.
The total liability shall not exceed the purchase price of the product.

--------------------------------------

Return Policy

Cost Liability

Cxeny shall bear the return shipping cost in the following cases: product defects, incorrect items delivered, or your receipt of additional unordered products. For all other circumstances, the customer shall be responsible for the return shipping fee.

Important Notice:

All returns must be shipped by postal delivery. Before returning any item, you must first contact us via email to describe your issue. You may only send the product back to our local warehouse after obtaining the return address and return label provided by us. Otherwise, Cxeny shall assume no liability for any return or refund.
Cxeny does not accept returns of any modified products, as any modification will automatically void our warranty policy. Any modified product will be shipped back to you at your own expense.

Information required for returns:

Order number or proof of purchase
Video or photos of the defective product (if any)
Mailing address
Contact number

Return Requirement

Please pack returned batteries properly with sufficient cushioning material to prevent damage during transportation.
Do not return any battery that has been disassembled or tampered with without authorization; otherwise, we will refuse to accept it. If, upon inspection, the product shows signs of unauthorized disassembly or repair, we reserve the right to refuse a refund and return the original product to you.
For returns due to receiving the wrong product or additional products not ordered, please ensure all items are returned intact: the product, original packaging, all accessories, and instruction manual. The buyer is responsible for any loss or damage to any items. 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.

Returns Inspection and Processing

Our technical team will complete the inspection within 1-7 business days of receiving the returned product.

Upon successful inspection, we will replace the product or process a refund.

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

Refund Policy

We will notify you of the refund status after we receive and inspect the returned product.

If your refund request 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 you have not received your refund more than 15 business days after the approval date, please contact us via email.

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

The final interpretation of this policy belongs exclusively to Cxeny.