Refund, Return & Cancellation Policy
Last updated: August 30, 2026
This Refund, Return & Cancellation Policy applies to all orders with THOR Power, operated by Dongguan Hongteng Gaoneng Technology Co., Ltd. (Dongguan, Guangdong, China). Manufacturing support is provided by Dengzhou Xinju New Energy (Henan) Co., Ltd. For any questions, contact us at sales@thorbattery.com or WhatsApp/Tel: +86 180 2916 9106.
1. Nature of Our Products
THOR Power specializes in custom-manufactured lithium battery packs and battery solutions. The majority of our products are produced to customer-confirmed specifications, including custom cell configuration, voltage, capacity, PCM/BMS design, connector type, wire specification, enclosure, labeling, and other parameters as documented in the Proforma Invoice (PI) and written order confirmation. Because each order is manufactured to specific requirements, our return and cancellation policy reflects this custom-manufacturing context.
2. Order Cancellation
Before production begins: Customers may request a cancellation of an order before production has commenced. Please contact us in writing as soon as possible at sales@thorbattery.com. If a cancellation is accepted before any production-related activity has begun, we will review any costs already incurred — including but not limited to payment processing fees, custom design work, tooling charges, material procurement, or engineering time — and these actual costs may be deducted before any refund or credit is issued.
After production begins: Once production has commenced on a custom order, cancellation may not be accepted. If a cancellation is accepted at this stage, it will be subject to the deduction of all actual costs incurred to date, which may include materials, labor, partial production, design, tooling, and any third-party charges already committed on the customer’s behalf. The specific terms will depend on the stage of production and will be communicated in writing.
3. Custom Products — Returns Due to Change of Mind
Products manufactured to customer-confirmed specifications — including custom battery packs, custom-configured assemblies, and OEM/ODM products — are not eligible for return or refund solely on the basis of a change of mind, a change in the customer’s project requirements, or any other reason not related to a defect, error, or non-conformance on THOR Power’s part, where the products conform to the written specifications confirmed by the customer.
Customers are responsible for reviewing and confirming all specifications, drawings, samples, quantities, and technical requirements before providing written order confirmation. THOR Power manufactures to the specifications as confirmed in writing, and we rely on the accuracy and completeness of the customer’s written confirmation.
4. Legitimate Grounds for Return, Replacement, or Refund
THOR Power will work with customers to provide an appropriate remedy — which may include replacement, re-shipment, repair, or a reasonable refund — in the following circumstances:
- Wrong product shipped: If we ship a product that does not match the order, PI, or written confirmation (e.g., incorrect model, voltage, capacity, or configuration).
- Transit damage: If products are demonstrably damaged during shipping, subject to the documentation and reporting requirements set out in our Shipping & Delivery Policy.
- Quality defects: If products exhibit a manufacturing defect or quality issue that is not consistent with reasonable manufacturing standards and that is not the result of customer misuse, improper storage, incorrect application, or damage occurring after receipt.
- Non-conformance with written specifications: If the product delivered does not conform to the specifications expressly documented in the PI or written order confirmation, and the customer can demonstrate the non-conformance with supporting evidence.
The appropriate remedy (replacement shipment, repair, credit, or refund) will be determined by THOR Power after reviewing the customer’s documentation and the specific circumstances of the claim.
5. Reporting Requirements and Timelines
To ensure that quality or shipping claims can be properly investigated and resolved, customers should contact THOR Power as promptly as possible upon discovering an issue. We strongly recommend reporting any concerns within 7 calendar days of receiving the goods.
When submitting a claim, customers should provide the following information and supporting materials:
- Clear photographs of the products, packaging, and any visible defects or damage;
- Video documentation where the issue is best demonstrated through motion (e.g., functional issues, physical deformation, connector problems);
- Test data or measurement results (e.g., voltage readings, capacity test logs, BMS status), where applicable and technically feasible;
- Product labels, serial numbers, batch or lot information where available;
- All original packaging materials, especially in cases of transit damage claims.
Claims submitted without adequate supporting documentation may not be eligible for remediation, or may take longer to process while additional information is gathered.
6. Lithium Battery Return Safety Requirements
Important: Lithium batteries are classified as dangerous goods under international transport regulations. Customers must not return lithium battery products without prior written authorization from THOR Power and without confirmation of a compliant and safe return shipping arrangement.
If a return of battery products is agreed upon, THOR Power will communicate the required return procedure, including packaging requirements, transport mode, documentation, and carrier selection, to ensure that the return complies with applicable dangerous goods regulations (IATA, IMDG, or other applicable regulations for the shipping mode and route). Attempting to return lithium batteries through unauthorized or non-compliant channels creates safety and legal risks; customers who return products without prior authorization bear full responsibility for any costs, delays, or liabilities resulting from non-compliant shipments.
7. Refund Processing
Where a refund is determined to be the appropriate remedy, THOR Power will process the refund to the original payment method used for the purchase, unless otherwise agreed in writing. Refund processing timelines depend on the payment method:
- Bank wire transfer (T/T): Refunds are processed by bank transfer. Processing times vary by bank but are typically 3–10 business days after we initiate the transfer.
- Credit card or other payment methods: Refunds will be returned to the original payment instrument. The time for the refund to appear on your statement depends on your bank or payment service provider and may take 5–15 business days or more after we process the refund.
THOR Power will notify the customer in writing when a refund has been processed. If you do not receive a refund within the expected timeframe, please first check with your bank or payment provider, then contact us at sales@thorbattery.com.
8. Mandatory Consumer Rights
Nothing in this policy limits or excludes any rights that customers may have under mandatory applicable consumer protection law or other applicable statutory regulations in their jurisdiction. Where such mandatory rights are inconsistent with the terms of this policy, the applicable mandatory statutory rights will prevail to the extent required by law.
9. Contact Us
For all return, refund, or cancellation requests, please contact us in writing first:
THOR Power — operated by Dongguan Hongteng Gaoneng Technology Co., Ltd.
Email: sales@thorbattery.com
Telephone / WhatsApp: +86 180 2916 9106
Website: https://thorbattery.com/