Refund policy

Return & Cancellation Policy

1. Cancellations

You may cancel your order within 12 working hours of placing it, as long as it has not yet been shipped.

l To cancel, email sales@starnovo.com with your order number and subject line "Cancel Order".

l If the order has not been dispatched, we will issue a full refund within 3–5 business days.

l If the order has already been shipped, cancellation is not possible. Please refer to our return policy below once you receive the item.

For partial cancellations (multi-item orders where only some items have shipped), we will cancel and refund the unshipped portion.

2. Returns

We accept returns under the following conditions:

A. Wrong item sent or battery is defective (DOA — Dead on Arrival)

l Eligibility period: 30 calendar days from the date of delivery.

We may, at our discretion, issue a full refund or send a free replacement without requiring you to return the item, provided that:

• You email us a photo or short video clearly showing the defect (e.g., swollen battery, no LED indicator, zero voltage reading)

• Your order history shows no pattern of repeated DOA claims. For purposes of this policy, ‘pattern of repeated DOA claims’ means three or more DOA claims within a rolling 12-month period, regardless of shipping address or payment method.

• The request is made within 30 days of delivery

• Inspection typically takes 1–3 business days after receipt.

B. Changed mind, ordered wrong model, or no longer needed

• Eligibility period: 14 calendar days from the date of delivery.

• For EU and UK consumers: You have the statutory right to withdraw from your purchase within 14 days without giving any reason. If you exercise this right, we will refund the full purchase price (excluding return shipping costs) within 14 days of receiving the returned item. A deduction may be made if the value of the battery has been reduced as a result of handling beyond what is necessary to establish its nature, characteristics, and functioning (e.g., opened packaging or visible signs of installation). We recommend contacting us before returning — see Section 7 for instructions.

• For non-EU/UK customers: The item must be unopened, unused, and in original packaging with all accessories. A 15% restocking fee will be deducted from the refund to cover inspection, repackaging, and battery disposal compliance costs. Return shipping cost is borne by the customer.

• We recommend double-checking your device model before ordering. If unsure, email us a photo of your old battery or device label — we will confirm compatibility before you buy.

Important — Lithium battery safety notice:

l Do not return a battery that is swollen, leaking, damaged, or has been physically modified.

l Do not ship a battery without contacting us first. Lithium batteries require special handling and labeling for transport. Returns sent without prior authorization may be refused or destroyed.

l All returns must be shipped to the address we provide after issuing the Return Merchandise Authorization (RMA). Do not ship to our general business address.

3. Non-returnable items

The following items cannot be returned:

l Custom-built or modified batteries (non-standard voltage, connector, or housing made to your specification)

l Batteries that have been installed, soldered, or physically altered

l Batteries returned after 30 days (defective) or 14 days (change of mind)

l Items purchased through wholesale/trade channels (these are governed by separate terms in the commercial invoice)

4. Refund timeline

Scenario	Refund issued
Cancel within 12 hours (before shipment)	3–5 business days
Defective/wrong item returned	Within 5 business days after we receive and inspect
Change of mind returned	Within 5 business days after we receive and inspect, minus 15% restocking fee
Refunds via PayPal	Processed to original payment method; timing depends on PayPal's processing

 

5. Warranty

Every STARNOVO battery comes with a 12-month limited warranty against manufacturing defects.

Covered:

l Capacity dropping below 80% of rated spec under normal use

l Failure to charge or hold charge (due to internal cell or BMS defect)

l Physical swelling caused by internal defect (not external damage or misuse)

Not covered:

l Damage caused by improper installation, overcharging, short circuit, or using incompatible charger

l Physical damage from dropping, crushing, immersion, or exposure to extreme temperatures

l Normal wear and tear or gradual capacity loss over time

l Batteries that have been disassembled, repaired, or modified by anyone other than STARNOVO

To file a warranty claim, email sales@starnovo.com with your order number, a description of the issue, and a photo of the battery showing the model label and defect.

6. Lost or stuck packages

If your tracking status shows no update for 15 consecutive business days after dispatch, contact us. We will:

1. Open an inquiry with the carrier.

2. If the package is confirmed lost, we will reship at no cost or issue a full refund — your choice.

This policy applies to all orders with valid tracking numbers shipped via our standard tracked air small packet service.

7. How to initiate a return or cancellation

1. Email sales@starnovo.com with your order number.

2. Use subject line: "Cancellation", "Return — Defective", or "Return — Change of Mind".

3. Attach a photo of the battery (for returns) or your device label (if unsure about compatibility).

4. We will respond within 24 hours (usually sooner) with instructions and an RMA number if applicable.

Return address (after receiving RMA):

STARNOVO Returns c/o Startong Electronics Co., Ltd.[Your warehouse address in Shenzhen]China

8. Policy updates

We may update this policy from time to time. Changes will be posted on this page with an updated revision date. Orders placed before a policy change remain subject to the policy in effect at the time of purchase.