Refund policy

Return Policy

At Sonar Cell, we want you to feel complete confidence in the cycle longevity, voltage stability, and build quality of our LiFePO4 energy systems. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Because high-capacity batteries involve heavy copper terminals, internal BMS cycle counters, and strict Dangerous Goods transport protocols susceptible to wrench arcing, over-torque damage, and cycle logging during trial installation, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Battery Condition

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following condition criteria:

  • The LiFePO4 battery, portable power station, charger, or monitor must be completely uninstalled in vehicles or boats, uncycled, unsoiled, and in its original, brand-new condition.
  • Zero Cycle Log & Terminal Torque Notice: Units may be unboxed indoors in clean dry hands to verify physical dimensions and case clearances. We strictly cannot accept batteries that have been bolted into battery trays or wired to inverters/chargers (tightening lug bolts leaves washer compression rings on soft copper M8 terminal pads, while charging or discharging logs cycle history inside the internal Bluetooth BMS memory).
  • ABS+PC battery casings and LCD screens must show zero scratches, tie-down strap grooves, grease marks, or electrical arc pits on terminal posts.
  • Portable power stations must remain at factory shipping State of Charge (SoC) with all AC/DC port dust covers intact and charging cables factory-tied.
  • All original packaging—including UN-certified outer cartons, molded foam blocks, red/black terminal insulating caps, M8 stainless bolts, and technical user manuals—must remain 100% complete and undamaged inside the return parcel.
  • Commercial solar array bulk orders or items sold as clearance are strictly ineligible for change-of-mind returns.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all freight shipping costs associated with returning their items. Return freight costs are non-refundable. Because LiFePO4 batteries are heavy and regulated as Class 9 Dangerous Goods for road transport, returns must be shipped via an authorized road freight carrier in the original UN-certified packaging with transit insurance, as Sonar Cell cannot accept or refund batteries damaged due to uncertified repacking.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@sonarcell.sbs within 30 days of delivery. Please include your order number, battery model/serial number, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and compliant road-freight repacking instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a battery voltage/Ah rating or delivery address), contact us immediately at support@sonarcell.sbs.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our dangerous-goods fulfillment queue and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned shipment arrives at our designated logistics facility, our battery diagnostic technicians will inspect the unit (verifying unmarked unbolted copper terminals, zero cycle count logs via BMS diagnostics, scratch-free housings, intact terminal caps, and original UN-certified packaging). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@sonarcell.sbs for further assistance.