This Return and Refund Policy explains the return, exchange, cancellation and refund procedures of Chuanhe Energy Storage Systems Co., Ltd., operating under the brand name CHUANHE ESS (“CHUANHE ESS,” “we,” “us,” or “our”).

This policy applies to eligible products purchased directly through: https://chuanhe-ess.shop .

Wholesale, distributor, OEM, ODM, private-label, project and other separately negotiated commercial orders may be governed by the terms stated in the applicable quotation, pro forma invoice, purchase agreement or sales contract.

1. Return Request Period

You may request a return of an eligible standard product within 14 calendar days after the recorded delivery date.

A return request submitted after the 14-day period may be declined unless the product is covered by an applicable warranty, mandatory consumer-protection law or another written agreement.

Sending a product back without first receiving return authorization does not guarantee that the return will be accepted or refunded.

2. Return Eligibility

To qualify for a standard return, the product must meet all applicable conditions below:

• The return request is submitted within 14 days after delivery.
• The product has not been used, installed, modified or damaged.
• The battery has not been activated, charged or discharged.
• The product is in substantially the same condition in which it was received.
• All protective films, labels and serial-number markings remain intact.
• All cables, chargers, connectors, manuals and accessories are included.
• The original packaging, foam protection and internal packing materials are included.
• Valid proof of purchase from our Shopify store is provided.
• The return has been approved by CHUANHE ESS before shipment.

We may request photographs or videos showing the product, packaging, serial number, accessories and current condition before approving a return.

3. Non-Returnable Products

Unless required by applicable law or the product is verified to be defective or incorrectly supplied, the following products are generally not eligible for return:

• OEM, ODM, private-label or customized products.
• Products manufactured or configured specifically for the customer.
• Products with customized logos, labels, colors, packaging or software.
• Customized voltage, frequency, socket, inverter, BMS or communication configurations.
• Products that have been installed, wired or connected to an electrical system.
• Batteries that have been activated, charged, discharged or cycled.
• Products showing misuse, impact damage, water damage or unauthorized repair.
• Products with removed or altered serial numbers, labels or safety markings.
• Products damaged by incorrect voltage, reverse polarity or incompatible equipment.
• Clearance, final-sale or specially discounted products marked as non-returnable.
• Gift cards, downloadable files or digital products.
• Products that cannot be legally or safely returned through an approved shipping route.

Non-returnable status does not remove any mandatory rights you may have when goods are defective, materially misdescribed or otherwise protected by applicable law.

4. How to Request a Return

Before returning any product, contact our support team at:

shenzhen.chuanhe@gmail.com

Please include the following information:

• Your full name and contact information.
• Your Shopify order number.
• The product model and quantity.
• The product serial number, where applicable.
• The reason for requesting the return.
• Clear photographs of the product and packaging.
• Photographs or videos showing any damage or reported fault.
• A description of any troubleshooting steps already completed.

If the return is approved, we will provide return instructions, an authorized return address and any applicable shipping requirements.

5. Lithium Battery Return Requirements

Portable power stations, LiFePO4 batteries and other energy storage products may be classified as regulated lithium-battery shipments.

Customers must not return a lithium-battery product using an ordinary postal or courier service unless that carrier has expressly approved the shipment.

A lithium-battery return may require:

• Pre-approval from CHUANHE ESS.
• An approved dangerous-goods or battery transportation route.
• Original or equivalent protective packaging.
• Terminal protection and short-circuit prevention.
• Required battery labels and transportation documents.
• Confirmation that the battery is not swollen, leaking or physically damaged.

A swollen, leaking, burned, punctured, severely damaged or overheating battery must not be shipped without specific safety instructions. Contact us immediately and keep the product away from heat, water, flammable materials and unauthorized personnel.

6. Return Shipping Costs

Change-of-Mind Returns

For an approved return requested because the customer changed their mind, ordered the wrong model or no longer wants the product, the customer is generally responsible for:

• Return transportation costs.
• Dangerous-goods or lithium-battery handling charges.
• Insurance and tracking costs.
• Customs, brokerage or import charges associated with the return.

Defective, Damaged or Incorrect Products

If we verify that a product was defective when delivered, materially damaged before delivery or different from the product ordered, we may, depending on the circumstances:

• Provide an approved prepaid return method.
• Arrange collection through an approved carrier.
• Reimburse reasonable approved return transportation costs.
• Send replacement parts or accessories.
• Repair or replace the product.
• Provide a partial or full refund.

Return shipping costs must be approved in writing before shipment. We may not reimburse unauthorized, premium, express or unnecessarily expensive transportation arrangements.

7. Packaging Returned Products

Returned products must be securely packaged to prevent movement, impact, moisture exposure and terminal short circuits during transportation.

Where available, use the original carton, internal foam, protective materials, terminal covers and shipping supports.

The customer may be responsible for damage caused by:

• Inadequate return packaging.
• Missing protective materials.
• Unprotected terminals or connectors.
• Failure to follow approved shipping instructions.
• Use of an unauthorized transportation service.

8. Inspection of Returned Products

After an authorized return is delivered to the designated return facility, we will inspect the product and verify:

• The product model and serial number.
• The physical and operating condition.
• Whether the product has been used or installed.
• Battery charge, cycle or activation records where available.
• The presence of all accessories and components.
• The condition of the original packaging.
• The reported defect or damage.

Inspection is normally completed within approximately five business days after the return is received, although complex technical testing may require additional time.

We will notify you after the inspection and confirm whether the return, refund, repair, replacement or exchange has been approved.

9. Refunds

When a refund is approved, it will normally be issued to the original payment method used for the order.

Approved refunds are generally processed within seven business days after the returned product passes inspection.

Banks, credit-card providers and payment processors may require additional time to post the refund to your account. Processing time after we issue the refund is controlled by the applicable financial institution or payment provider.

Refunds may be reduced by amounts permitted by applicable law, including:

• Missing accessories or components.
• Damage caused after delivery.
• Loss in value caused by unnecessary handling or use.
• Unauthorized repair or modification.
• Approved return shipping charges payable by the customer.
• Customs, storage or redelivery fees caused by the customer.

We will provide an explanation if an approved refund is subject to a deduction.

10. Original Shipping Charges

Original shipping, freight, express delivery, customs-clearance, remote-area and special-handling charges are generally non-refundable for change-of-mind returns.

Original shipping charges may be refunded where required by law or where the return results from a verified error by CHUANHE ESS, an incorrect product or a product that was defective when delivered.

An order that qualified for free shipping may still be subject to the actual return transportation cost when the return is based on a change of mind or customer ordering error.

11. Customs Duties and Import Taxes

Import duties, value-added tax, customs fees and brokerage charges paid to government authorities or third-party customs providers are generally not refundable by CHUANHE ESS.

Customers seeking reimbursement of import duties or taxes may need to apply directly to the relevant customs or tax authority.

The customer is responsible for providing any documentation required for the return export or customs process.

12. Damaged Products or Shipping Damage

Please inspect the outer packaging and product promptly after delivery.

Visible shipping damage should be reported to us as soon as possible, preferably within seven calendar days after delivery.

If the package or product is damaged:

• Photograph the unopened outer packaging.
• Photograph the shipping label.
• Photograph all damaged areas.
• Photograph the internal packaging and accessories.
• Keep the carton, pallet and all packing materials.
• Record the damage on the carrier’s delivery receipt where possible.
• Do not install or operate a visibly damaged product.

Send the photographs, order number and a description of the damage to:

shenzhen.chuanhe@gmail.com

Failure to retain packaging or provide reasonable evidence may affect our ability to submit a transportation claim, but it does not remove mandatory rights available under applicable law.

13. Defective Products

If you believe a product is defective, stop using it where continued operation could cause damage or create a safety risk.

Contact us with the order number, serial number, photographs, videos, operating conditions, connected equipment and a clear description of the issue.

We may ask you to complete reasonable troubleshooting or provide diagnostic information before authorizing a return.

Depending on the confirmed issue, we may provide:

• Technical troubleshooting.
• Replacement accessories or components.
• Remote repair guidance.
• Repair service.
• A replacement product.
• A partial or full refund.

Product problems reported after the standard return period may be handled under the applicable CHUANHE ESS Warranty Policy.

14. Exchanges

Exchanges may be available for eligible standard products, subject to product availability and approval.

If the replacement product has a higher price, the customer must pay the price difference before shipment. If it has a lower price, any approved difference will be refunded according to the original payment method or another agreed method.

The fastest way to obtain a different model may be to return the eligible original product and place a new order after the return is approved.

15. Order Cancellations

Contact us immediately if you need to cancel an order.

Standard orders may be cancelled before fulfillment or shipment, provided that packaging, testing, documentation or transportation arrangements have not progressed beyond a stage that can reasonably be stopped.

We cannot guarantee cancellation after:

• The order has been fulfilled or dispatched.
• A shipping label or freight booking has been completed.
• Dangerous-goods documents have been prepared.
• Product customization has started.
• Production of a made-to-order product has started.
• Customized labels, packaging or software have been produced.

If an order cannot be cancelled, you may request a return after delivery if the product is eligible under this policy.

16. Refused and Undeliverable Shipments

If a shipment is refused, abandoned or returned because the customer:

• Provided an incorrect or incomplete address.
• Failed to respond to the carrier.
• Failed to provide customs documents.
• Failed to pay applicable import duties or taxes.
• Refused delivery without an approved reason.
• Did not collect the shipment within the carrier’s permitted period.

Any eligible refund may be reduced by reasonable return freight, storage, customs, brokerage, redelivery and handling costs.

A refund cannot be completed until the shipment has been returned and inspected, unless otherwise required by law.

17. Warranty Claims

The standard return period and product warranty are separate.

The return period generally applies to eligible unused products during the first 14 days after delivery. The warranty applies to qualifying manufacturing or material defects during the applicable warranty period.

Normal battery-capacity reduction, ordinary wear, cosmetic changes, misuse, improper installation, incompatible equipment, accidents, water damage and unauthorized modification may not be covered by warranty.

Please review the applicable Warranty Policy for complete coverage, exclusions and claim procedures.

18. Wholesale, OEM and ODM Orders

Wholesale, distributor, OEM, ODM, private-label and project orders are generally customized or produced according to confirmed commercial requirements.

These orders may be non-cancellable and non-returnable after production, customization or material purchasing begins.

Quality claims, inspection standards, acceptance procedures, warranty obligations and remedies for commercial orders will be governed by the applicable quotation, specification confirmation, purchase agreement or sales contract.

Customers are responsible for reviewing and approving product specifications, drawings, packaging, voltage, frequency, socket type, capacity, BMS protocol and certification requirements before production.

19. Mandatory Consumer Rights

Nothing in this policy excludes, limits or replaces any consumer right that cannot legally be excluded or limited in the customer’s country or region.

Customers in certain jurisdictions may have additional rights, including cooling-off, withdrawal, repair, replacement, price reduction or refund rights.

Where this policy conflicts with mandatory applicable consumer law, the mandatory legal requirement will apply.

20. Changes to This Policy

We may update this Return and Refund Policy periodically to reflect changes in our products, logistics arrangements, store operations, payment services or legal requirements.

The latest version will be posted on this page with an updated “Last updated” date.

21. Contact Us

For return, refund, cancellation, exchange or product-quality questions, please contact: