Refund policy

Last updated: 2 October 2026

This Return & Refund Policy explains how returns, refunds and warranty claims work for products bought from EEMENTOR ENERGY, a trading name of EEmentor OÜ. It applies together with our Terms and Conditions.

1. Who can return what

  • Standard (non-customized) products, including loose cells and catalogue models shipped in their original configuration, can be returned within 14 days of delivery.
  • Customized battery packs, meaning any pack built, configured, labelled or modified to your specifications (for example a chosen voltage, capacity, cell, shape, BMS, connector or casing), are made to order and cannot be returned, unless they are faulty from the factory (see section 5).
  • If you buy as a consumer in the European Union, you have a statutory right to withdraw from a distance contract within 14 days without giving a reason. This right does not apply to goods made to your specifications or clearly personalised, such as customized battery packs.

2. Conditions for a return

  • Products must be unused, undamaged, not connected to any device or charger, and returned in their original packaging with all accessories and documentation.
  • Cells and packs must not show signs of short circuit, over-discharge, physical damage, swelling, moisture or tampering.
  • Returned lithium batteries must be packed and shipped in line with the dangerous-goods rules that apply to them (see section 4).

3. How to start a return

  1. Email contact@eementor.co within 14 days of delivery with your order number, the products you wish to return and the reason.
  2. We will confirm whether the return is accepted and send you return instructions and the return address. Please do not send items back without our confirmation.
  3. Ship the products back within 14 days of our confirmation.

4. Return shipping

  • The customer pays the return shipping cost, except where a product is faulty or we sent the wrong item.
  • Lithium batteries are classified as dangerous goods (UN3480 / UN3481). They must be shipped with a carrier and packaging approved for lithium batteries, correctly labelled and, where required, at a reduced state of charge. Batteries that are damaged or suspected to be defective must not be shipped by air.
  • Risk of loss or damage during return transport remains with the customer until we receive the goods, so we recommend a tracked and insured service.

5. Faulty, damaged or incorrect products

  • Please inspect your delivery on arrival. Report visible transport damage, missing items or incorrect products within 7 days of delivery, with photos of the product and packaging.
  • If a product, including a customized pack, is faulty from the factory, we will repair it, replace it or refund it at our choice, and we will cover the reasonable return shipping cost.
  • Warranty claims after this period are handled as described in section 7.

6. Refunds

  • After we receive and inspect the returned products, we will email you to confirm whether the refund is approved.
  • Approved refunds are made to the original payment method within 14 days. For consumer withdrawals, we may withhold the refund until we have received the goods back.
  • Original shipping costs, customs duties and import taxes are not refundable, unless the product was faulty or incorrect, or the law requires otherwise.
  • We may reduce a refund to reflect any loss in value caused by handling beyond what was needed to inspect the product.

7. Warranty

  • Battery packs, loose cells and other products: 1 year from delivery.
  • Energy storage systems (ESS) and deep cycle batteries: 3 years from delivery.
  • The warranty covers defects in materials and workmanship under normal use within the published specifications. It does not cover normal capacity fade, damage from misuse, incorrect installation, charging outside the specified limits, short circuits, physical damage, water ingress, extreme temperatures, unauthorised repair or modification, or use with incompatible equipment.
  • To claim, email contact@eementor.co with your order number, a description of the fault and, where possible, photos, videos or BMS data. We may ask you to return the product for inspection.
  • For consumers, this warranty is in addition to, and does not limit, your statutory rights for goods that do not conform to the contract.

8. Contact

EEmentor OÜ (EEMENTOR ENERGY)
Akadeemia tee 7/2-310, Mustamäe linnaosa, 12611 Tallinn, Harju maakond, Estonia
Registry code: 16643220 · VAT: EE102571039
Email: contact@eementor.co