Refund policy
You may return unused items within 30 days of delivery.
This policy explains how cancellations, returns, refunds, exchanges, and warranty claims work. Please read it before placing your order.
1. Cancellations
You may cancel your order within 12 working hours of placing it, as long as it has not yet been shipped.
To cancel, email sales@starnovo.com with your order number and the subject line "Cancel Order".
- If the order has not been dispatched, we will issue a full refund within 3–5 business days.
- If the order has already been shipped, cancellation is not possible. Please refer to the 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. The shipped portion remains subject to the return policy below.
2. Returns
Return window: 30 calendar days from the date of delivery, for all return reasons.
We accept both returns and exchanges. If you need a different model, tell us in your return request and we will exchange it where stock allows.
A. Wrong item sent, or battery is defective (DOA)
Within 30 days of delivery, we will issue a full refund or send a free replacement — your choice.
In most cases we do not require you to ship the item back. Simply email us a photo or short video clearly showing the issue (e.g. swollen battery, no LED indicator, zero voltage reading).
Inspection typically takes 1–3 business days after we receive your claim.
Fair use of DOA claims
To keep this service fair and available for everyone, we may ask for additional information if your order history shows a pattern of repeated DOA claims. For this policy, a "pattern of repeated DOA claims" means three or more DOA claims within a rolling 12-month period. This may include claims made under different orders, shipping addresses, or payment methods. If this applies, we will review the matter with you in good faith and may offer an alternative resolution, such as a replacement, a partial refund, or a return inspection, before making a final decision. This does not limit any statutory rights you may have.
After the 30-day return window, manufacturing defects are covered by the 12-month warranty in Section 6.
B. Changed mind, ordered the wrong model, or no longer needed
Within 30 days of delivery, you may return the item provided it is unopened, unused, and in its original packaging with all accessories.
Return shipping is borne by the customer. No restocking fee applies.
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.
C. Refunds without return
For orders under US$25, and for any battery that cannot be shipped back safely, we may issue a full refund and ask you to keep, recycle, or dispose of the item locally. We will tell you if this applies.
D. Important — Lithium battery safety notice
Your refund or replacement is never affected by this section. It only tells you what not to put in the post.
- Do not ship a battery that is swollen, leaking, damaged, or has been physically modified.
- Do not ship a battery before contacting us. Lithium batteries require special handling, packaging, and labeling for transport.
- Returns sent without prior authorization may be refused or destroyed in transit, and we cannot issue a refund for an item we never receive.
Contact us first. We will issue a Return Merchandise Authorization (RMA) and the correct shipping address. Do not ship to our general business address.
3. Legal rights for EU and UK consumers
Nothing in this policy limits your statutory rights.
If you are a consumer in the EU or UK, you have the legal right to withdraw from your purchase within 14 days without giving any reason. In addition to that statutory right, STARNOVO voluntarily extends the return window to 30 days for all customers.
When you exercise the right of withdrawal:
- We refund the full purchase price within 14 days of receiving the returned item, or of receiving proof that you sent it back — whichever is earlier.
- You bear the direct cost of returning the goods.
- No restocking fee is charged.
- A deduction may be made only if the value of the battery has been reduced by handling beyond what is necessary to establish its nature, characteristics, and functioning (for example, opened packaging or visible signs of installation).
- If you return between 15 and 30 days after delivery, Section 2B applies. The same rules apply: no restocking fee is charged.
To exercise the right of withdrawal, contact sales@starnovo.com before returning anything — see Section 8.
4. Non-returnable items
The following cannot be returned:
- Custom-built or modified batteries (non-standard voltage, connector, or housing made to your specification).
- Batteries that have been installed, soldered, or physically altered.
- Batteries returned after 30 days from delivery. (Manufacturing defects within the 12-month warranty period are handled under Section 6, not as returns.)
- Items purchased through wholesale or trade channels (governed by the terms on your commercial invoice).
5. Refund timeline
Refunds are issued to your original payment method.
| Scenario | Refund issued |
|---|---|
| Cancel within 12 hours (before shipment) | 3–5 business days |
| Defective or wrong item | Within 5 business days after we confirm your claim |
| Change of mind | Within 5 business days of receiving and inspecting the return |
| Refund via PayPal | Processed to original payment method; timing depends on PayPal |
6. Warranty
Every STARNOVO battery comes with a 12-month limited warranty against manufacturing defects.
Covered:
- Capacity dropping below 80% of rated spec under normal use.
- Failure to charge or hold charge, caused by an internal cell or BMS defect.
- Physical swelling caused by an internal defect (not external damage or misuse).
Not covered:
- Damage caused by improper installation, overcharging, short circuit, or use of an incompatible charger.
- Physical damage from dropping, crushing, immersion, or exposure to extreme temperatures.
- Normal wear and tear, or gradual capacity loss over time.
- 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 showing the model label and the defect.
7. Lost or stuck packages
If tracking shows no update for 15 consecutive business days after dispatch, contact us. We will open an inquiry with the carrier, and if the package is confirmed lost, we will reship at no cost or issue a full refund — your choice.
This applies to all orders with a valid tracking number shipped via our standard tracked air small packet service.
8. How to start a return, exchange, or cancellation
- Email sales@starnovo.com with your order number.
- Use the subject line "Cancellation", "Return — Defective", "Return — Change of Mind", or "Exchange".
- Attach a photo of the battery (for returns) or of your device label (if unsure about compatibility).
- We reply within 24 hours with instructions and an RMA number if applicable.
9. 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 change remain subject to the policy in effect at the time of purchase.