Return and Warranty Policy
Our customers have 30 days from the order date to request a returned merchandise authorization (RMA) and have 15 days from receiving the RMA for the item(s) to arrive at our facilities. You must call our toll free customer support line at 866-668-3163 or email firstname.lastname@example.org to receive a valid RMA number and shipping directions. Please do not take it upon yourself to return items without an RMA and/or proper shipping instructions as you may not receive credit. The address the package arrived from may not be where it needs to be returned as we utilize drop shipping and fulfillment centers when necessary. RMA's expire after 15 days.
Merchandise received within this period can be returned for exchange, replacement, refund (full or partial), credit or repair at ImpactBattery.com’s discretion. Any product that is returned must be in “as new” condition and 100% complete. One hundred percent complete, includes all original product packaging undamaged, accompanied with a clearly marked RMA , manuals, blank warranty cards, stickers and UPC codes. If any of the above is not returned with the item, you will be subject to a repackaging fee and or a dent & ding fee, or be provided no credit as determined on a case by case basis. Items returned that smell like cigarette smoke will not be credited more than 50% of the purchase price. It is very difficult to remove this odor and return to as new condition. Items ordered that qualified for "FREE Shipping" will be credited less our initial shipping cost. This fee can be waved if an exchange is requested.
Items that cannot be returned:
- Items found in blister packs cannot be returned for full credit if they have been opened.
- Wet conventional batteries cannot be returned if activated; they are no longer safe to ship.
Return Shipping Notes:
- Original shipping charges are not refunded (unless there was an error on our part).
- Shipped FREE items: the actual cost for shipping may be deducted from your refund.
- Customer is responsible for shipping charges on returned items. We can create a label using our discounted rates.
- Items that smell of cigarette smoke will be refunded at 50% of the purchase price or returned to the customer at their choosing.
- No C.O.D. shipments will be accepted.
- We will cover standard ground return shipping cost if we made a mistake.
- We will not cover the cost of return air shipments.
- When possible we highly suggest using the USPS Flat Rate Box to return merchandise. We can also email a UPS return label so our customers can take advantage of our lower shipping & insurance rates. We will simply deduct the amount from the refund.
- Items must be securely packaged to prevent damage. Carefully shake the box before shipping it; if the item can move around it is not secure and should be repackaged.
- Damaged items will not be accepted for return (if we created the return label a refund will be provided up to the insured value).
- If the item can be repaired we will inform the customer of this option
- It is a good idea to insure your package. Should there be damage from shipping you can then file a damage claim with your selected carrier.
If your package arrived damaged, notify us immediately. We will file an insurance claim and get a new package out immediately. We will need you to supply clear pictures of the shipping box and the damaged item. Do not send the item back or discard until notified otherwise. We may need to arrange for a carrier to inspect and/or pick-up the package and enlist their assistance to ensure a new item is shipped as soon as possible. A UPS damage investigation can take between 1-8 business days.
Bad Address Returns
Every billing & shipping address provided to Impact Battery is verified against the USPS/Endicia valid address directory. If the address validates we will ship the order. If we cannot validate the address we will contact the customer to try and receive a valid shipping address. We use both USPS Priority Mail, USPS First Class Mail and UPS Ground shipping for all orders that qualify for FREE shipping (unless UPS ground is chosen despite being eligible for free shipping) and for all Ground orders that do not qualify for free shipping. You must supply a valid UPS and USPS shipping address if they are different. Otherwise as long as the address provided validates in the USPS/Endicia system we reserve the right to send it with any carrier. Should the package be returned undeliverable the customer will be responsible for the shipping charges.
Many of our manufacturers offer warranties ranging from 1-5 years. After 30 days from your order date your purchase falls under a warranty replacement. All warranties offered by the manufacturer will be the responsibility of the manufacturer unless they have negotiated with Impact Battery to administer some of the warranties for our mutual customers. We will be happy to let you know should a warranty be required. Each manufacturer’s requirements differ, so in the event a warranty replacement is needed, ImpactBattery.com will assist you in being made whole again. In some cases the manufacturer may request ImpactBattery.com to complete the fact finding and close the exchange. We reserve the right to test any battery prior to issuing a new replacement or refund.
PowerSport Battery Warranties
We handle most all power sport battery warranties for our manufacturers. For the most part the process is quick and easy, but understand that some customers consider it a hassle regardless how we try to overcome the miles between us. We need to determine what type of failure occurred and require the customer to provide some voltage readings and to possibly complete a special charging procedure. Once we have this info, we can send a new free replacement battery of the same brand & type that was originally purchased. There is a $15.95 USD shipping and handling fee that will be applied to cover our outgoing cost of providing the warranty. In most cases we DO NOT require the defective battery back if the above test can be completed. We DO require the top plastic plate to be pried off and mailed to Impact Battery so we can in turn be credited by the manufacturer. Most customers find they will have a new battery coming their direction with in 24-36 business hours of us responding to the warranty request.
SLA Battery Warranties
SLA batteries come in many shapes and sizes and range in weight from 1lb to 170lbs. Depending on size and manufacturer the warranty will be handled differently for each case. Please email us to determine how we will need to process your warranty request. Most smaller batteries can be handled in house and can be sent out with a shipping fee that is between $6 and $24 USD.
Most of the battery charger manufacturers handle their warranties direct. Many of the chargers come with a registration card that should be filled out and submitted at the time of purchase. We will gladly direct you to the proper manufacturer contact should you request assistance.
We strongly discourage our customers from refusing our packages, as it will cost more money in the long run. When a package is refused, the shipping carrier will charge for the return shipping cost, which we in turn must deduct from your refund on top of the possible fees assessed for not having an RMA. Instead, we recommend accepting the package, and contact us to start a return. For international orders, please be aware that refusing the package does not eliminate the brokerage fee that the shipping carrier charges. If an international customer does refuse the package, they will NOT be refunded as the package will be treated as abandoned. Should the package manage to find its way back to Impact Battery you will be refunded less shipping & handling (both ways). in some cases, if the product value was not enough to cover the extra shipping charges we may need to charge you the difference plus, a 15% restocking fee.
Impact Battery understands that it is sometimes necessary to cancel your order. We are more than happy to accommodate your requests, but we must set a few ground rules.
You must cancel the order before it is processed. If the warehouse is already processing the order, we cannot guarantee cancellation.
We may not receive email promptly. Please contact us via the phone number provided on your order confirmation before 2 PM EST (11 AM PST) for the best chance of catching the order prior to shipping.
If it is not during business hours, you may email using our contact page and then follow up with a phone call during business hours.
Wrong Item Sent
If Impact Battery makes an error in shipping we will do everything in our power to make it right! If an item is accidentally omitted, we will send it immediately upon being notified and confirming what item is missing. If an incorrect item is sent we will send the correct item with a pre-paid return label to get the original item back. For items that were incorrectly sent, we will provide up to thirty days for the original item to be returned. We understand it was our error and we do not want to impose an undue burden on you, however the incorrectly sent item does need to be returned. During the 30 days we will make several phone and email attempts to remind you to return the item if you were not immediately able to do so. If we do not receive a response to our requests and/or we do not see any carrier scans on the pre-paid label after 30 days we will charge the card on file for the amount of the item.
Packages Lost in Transit
If your package is lost in transit, we must follow a set of procedures to locate your package. We must start a tracer with the shipping company. A tracer can take up to 8 business days to process. If the package is not found in that period of time, we can then reship your order. Unfortunately, we do have to wait until the tracer is complete before reshipping your order.