Refund policy
REFUND AND RETURN POLICY
OVERVIEW
LISHAN-EV primarily provides EV charger products and related solutions through business-to-business inquiry, quotation, sample review, and project confirmation processes. Because many orders may involve specific configurations, quantity requirements, destination markets, OEM/ODM requests, or project-based arrangements, return, refund, replacement, and after-sales terms may vary by order.
This Refund and Return Policy explains our general approach. The final terms for any order should be confirmed in writing before payment or order confirmation.
B2B INQUIRIES AND QUOTATIONS
Submitting an inquiry, requesting a quotation, or discussing a product configuration does not create a binding purchase agreement.
Before confirming any order, customers should review and confirm the product model, configuration, quantity, destination, certification requirements, packaging requirements, payment terms, delivery terms, and after-sales conditions.
SAMPLE ORDERS
Sample orders may be arranged for product review, configuration confirmation, or commercial evaluation. Sample orders are generally not refundable once the sample has been shipped, unless otherwise confirmed in writing.
If a sample arrives damaged, incorrect, or materially different from the confirmed sample details, please contact us promptly with clear photos, videos, order information, and a description of the issue.
CUSTOMIZED, OEM, ODM, OR PROJECT ORDERS
Customized, OEM, ODM, private label, packaging-customized, or project-specific orders may not be eligible for return or refund once production, customization, branding, packaging, or procurement has started, unless otherwise agreed in writing.
Customers are responsible for confirming all customization details before order confirmation, including but not limited to product specifications, logo files, packaging artwork, color, labeling, documentation, plug type, power version, communication options, and destination market requirements.
DAMAGED, INCORRECT, OR DEFECTIVE GOODS
If goods are received damaged, incorrect, or with a suspected quality issue, the customer should contact us within a reasonable time after receipt and provide:
- Order or quotation reference
- Product model and quantity
- Photos and videos showing the issue
- Packaging photos, if shipping damage is involved
- A clear description of the problem
- Any relevant inspection or installation information
We will review the submitted information and may request additional details before proposing a solution.
Possible solutions may include replacement parts, technical support, repair guidance, replacement goods, credit, or other commercially reasonable arrangements, depending on the confirmed order terms and the nature of the issue.
RETURN CONDITIONS
Returns must be approved by us in writing before any goods are sent back. Goods returned without prior written approval may be refused.
Returned goods, if accepted, should generally be unused, undamaged, complete with accessories, and packed safely. The customer may be responsible for return shipping, customs fees, import/export charges, inspection costs, or other related costs unless otherwise agreed in writing.
NON-RETURNABLE ITEMS
The following items may not be eligible for return or refund unless required by applicable law or agreed in writing:
- Customized or OEM/ODM products
- Products with customer branding or private label packaging
- Products ordered for a specific project configuration
- Products that have been installed, used, modified, damaged, or altered
- Products missing accessories, packaging, labels, or documentation
- Products affected by incorrect installation, misuse, improper storage, unauthorized repair, or external damage
- Products returned without written approval
REFUNDS
If a refund is approved, the refund method, amount, timing, and any deductions will be confirmed in writing. Refunds may be reduced by bank charges, transaction fees, shipping costs, customs duties, inspection costs, restocking costs, or other costs incurred, unless otherwise agreed.
Refund processing times may vary depending on payment method, bank processing time, and cross-border payment procedures.
CUSTOMER RESPONSIBILITIES
Customers are responsible for confirming product suitability, local regulations, certification requirements, installation requirements, import requirements, and project compatibility before order confirmation.
LISHAN-EV is not responsible for issues caused by incorrect installation, unsuitable application, failure to follow instructions, local regulatory non-compliance, unauthorized modification, misuse, or third-party damage.
CONTACT
For return, refund, replacement, or after-sales questions, please contact us at:
LISHAN-EV
Email: sales@lishan-ev.com
WhatsApp / Phone: +86 15819918033
Business location: Guangzhou, Guangdong, China