How returns work
Our packs are high-value freight, and most of them are chosen for a specific vehicle, so we handle returns and warranty claims one at a time rather than with an automatic window. If something is wrong, contact us first and we will agree the solution in writing before anything is shipped back.
What we will put right
- Damaged in transit — send photos within 7 days of delivery and we arrange a replacement or refund at our cost.
- Wrong item shipped — we cover return freight and send the correct pack.
- Dead on arrival or a fault covered by warranty — we diagnose with you, then repair, replace or refund under the 3-year / 100,000 km terms.
- Fitment confirmed wrong by us — if we confirmed the fitment from your VIN and it does not fit, we take the pack back and cover the return freight.
What we cannot accept
- Packs that have been installed, charged, or had their seals broken
- Custom or special-order packs built to your specification
- Damage caused by misuse, incorrect installation or unauthorised modification
- Clearance and final-sale items (marked as such on the product page)
Changing your mind
If the pack has not been installed, unopened and in its original crate, tell us within 14 days of delivery. We will look at the case individually — a restocking charge and the return freight may apply, and both are quoted and agreed with you before the pack ships back.
What the warranty replaces
The warranty runs 3 years or 100,000 km, whichever comes first, against manufacturing defects. It does not cover damage from misuse, incorrect installation or unauthorised modification.
If a module fails, we replace that module, not the whole pack. A hybrid pack is 20 to 40 modules in series and they do not fail together — one module drifts below the rest and the ECU shuts the pack down. Replacing the single failed module is what actually restores the car.
The replacement module is supplied free of charge. Freight in both directions is not covered by the warranty.
To make a claim, send the serial number from the pack label together with a scan of the stored fault codes and, where available, the block voltage readings. We compare them with the test report that shipped with your pack and answer in writing.
How to start a claim
- Email enercellix@gmail.com with your order number, photos or a short video, and a description of the fault.
- We reply with either a diagnosis or a return authorisation number.
- We agree who pays the freight, and where the pack goes, before it is collected.
- Once the pack is received and inspected, we confirm the outcome in writing.
Refunds
Where a refund is agreed, it is issued to the original payment method after inspection. Depending on your bank or card issuer, the credit can take a further 5-10 business days to appear. The original outbound freight is refunded only when the return is due to our error.