Return Policy
Dear Customer,

Thank you for choosing our products. We have a professional Quality Control (QC) team to ensure that every product undergoes rigorous quality checks before shipment. Please carefully read the following return policy before making a purchase. By placing an order, you agree to all terms outlined in this policy.

1. Scope

This return policy applies to all products purchased from hplaptopbattery.co.nz. All returns require an RMA (Return Merchandise Authorization) number. Please click here to submit an RMA request form.

Note: Please read the following rules and guidelines carefully to avoid unnecessary delays or complications in the return process.

2. 30-Day Return and Exchange Policy

30-Day Money-Back Guarantee

  1. Returns are accepted within 30 days from the date of receipt.
  2. Returned products must be in good condition, with complete packaging and accessories, no signs of man-made damage, and must not affect secondary sales. Special reminder: Please do not remove or damage any labels on the battery (such as our company logo label, supplier label, warranty label, or QC inspection sticker), otherwise the return and refund process may be affected.
  3. If the return is due to a quality issue, supporting evidence (photos or videos) must be provided.
  4. Refund requests without relevant product information (such as original model and issue description) may be denied.

30-Day Exchange Guarantee

  1. Exchanges can be requested within 30 days from the date of receipt.
  2. Supporting evidence of the product issue (photos or videos) must be provided.
  3. Customers are eligible for a free exchange for the same model/specifications. After 30 days, the warranty policy applies.
  4. Requests lacking necessary product details may be denied.

3. Return Process

  1. Submit an RMA Request: Click here to submit an RMA request. You must obtain an RMA number within the return period specified above. Unauthorized returns will not be accepted.
  2. Customer Service Review: Our customer service team will review the request within 1-2 business days and email the RMA number. Ensure the RMA number is clearly marked on the return package.
  3. Return Shipment: The RMA number is valid for 30 days from issuance. The product must be shipped back within this timeframe. When sending back a product, please make sure to notify the seller and provide the courier company name and tracking number.
  4. Refund/Exchange Processing: Once the returned product is received and inspected, a refund or exchange will be processed within 3-5 business days.

4. Important Notes

  1. Return Request
    • An RMA (Return Merchandise Authorization) request must be submitted before any return or exchange.
    • Returns without approval and a valid RMA number will not be accepted.
  2. Return Timeframe
    • The RMA number is valid for 30 days from the date of issuance. Customers must ship the return within this period.
    • For returns, the courier company name and tracking number must be provided for tracking purposes.
  3. Refund/Exchange Processing
    • Refunds are typically processed within 3–5 business days. The actual time to receive the refund depends on the payment channel.
    • Exchanges will be arranged within 2–7 business days after receiving the returned item.
    • Only identical items can be exchanged. To switch to a different product, please return the item and place a new order.
    • If the returned item does not meet the requirements, hplaptopbattery.co.nz reserves the right to refuse a refund or exchange.
    • The return process does not support Cash on Delivery (COD). If you send the package back via COD, we will have to refuse the package and cannot process a refund.
  4. Battery Label Integrity Requirements
    • All returned battery products must have intact labels. Do not remove or damage any original labels, including but not limited to our company logo label, supplier production label, warranty label, and QC inspection label.
    • Missing labels will affect the determination of product issues and the traceability of responsibility. We will also be unable to file warranty or compensation claims with the supplier.
    • Therefore, batteries with damaged or removed labels will not be eligible for return, exchange, or refund. Thank you for your understanding.

5. Fees & Costs

A. Non-Quality Related Returns & Exchanges

  1. Order Not Shipped
    • You may request a full refund with no additional fees.
  2. Order Shipped (Customer subjective reasons: e.g., wrong purchase, no longer wanted)
    • If the customer wishes to return the item, please contact customer service within 30 days of receipt and ensure the product is unused and in original packaging.
    • Returns will require the customer to bear the following costs:
      1. Original shipping fee
      2. Return shipping fee
      3. 10% restocking fee

Note: For returns due to reasons other than quality issues, the customer is responsible for any damage or loss that occurs during shipping.

B. Quality Related Returns & Exchanges

  1. Due to our error (wrong item, damaged, functional defect)
    • We will bear the following responsibilities:
      • Return shipping fee
      • Reship the correct item free of charge or provide a full refund
  2. Brazil Customs Duty Notice
    • Regardless of the reason for return, all customs duties incurred during purchase are borne by the customer.
  3. Process and Notes
    • Please contact customer service within 30 business days of receiving the item and provide clear photos and a description of the issue.
    • All returns must be approved by customer service. Please obtain the return address before shipping back.
    • Unauthorized returns will not be accepted or refunded.
    • Our return process does not support Cash on Delivery (COD). If you send your return parcel using COD, we will have to refuse the parcel and will not be able to issue a

Special Notes

  • ⚠️ Bulk purchase orders are not eligible for returns. To prevent abuse and repeated usage, any order of more than 10 units of the same product will be considered a wholesale order. Such orders, once shipped, cannot be returned or exchanged — please confirm the model, quantity, and actual need before ordering.

6. Undelivered Orders

If an order cannot be successfully delivered during transit due to any of the following situations, the parcel may be returned, held, destroyed, discarded, legally processed by the carrier or customs, confiscated by customs, or may be unable to return to our warehouse:

  • The recipient does not collect the parcel within the required period.
  • The recipient does not respond to carrier contact or notices.
  • The shipping information provided is incomplete or inaccurate.
  • The address cannot be delivered normally, such as access restrictions or remote-area limitations.
  • The recipient does not complete customs clearance, tax payment, or document submission as required.
  • The recipient refuses to pay duties or fees required locally.

Returned to Our Warehouse

If the parcel is successfully returned to our warehouse and confirmed by us, we may provide one of the following options based on the actual situation:

  • Reshipment, which may require additional shipping fees.
  • Refund to the original payment method after deducting non-recoverable costs.

Deductible fees may include, but are not limited to, original shipping fees, a 10% restocking fee, and customs-related fees if applicable.

Not Returned to Our Warehouse

If a parcel cannot be returned to our warehouse due to customer refusal, failure to collect in time, failure to pay duties, or other reasons, such as destruction, confiscation, or loss, we will review the case based on tracking records, customs or carrier handling results, customer communication records, and whether the required action was completed within the stated deadline.

If the parcel cannot be returned to our warehouse because the customer refused delivery or did not collect it in time, including cases where a logistics company directly destroys the parcel due to product attributes, regional policy, or carrier rules, it will be treated as voluntarily abandoned by the customer and the order will not be refunded. We will use the tracking information and delivery or return records provided by the logistics company as the basis for handling. Customers must understand and accept decisions made according to logistics records.

Customer Responsibility

Customers are responsible for related losses, fees, or handling costs if they do not complete collection or redelivery steps, do not complete customs clearance or tax payment within the required period, provide incorrect or incomplete shipping information, or do not respond to carrier or platform notices in time.

Customs Clearance Failure

If a parcel cannot clear customs because taxes are not paid or required documents are not submitted, it may be returned, destroyed, or held. For Brazil orders, if the customer does not pay taxes within the required period and the parcel is destroyed by Brazilian customs, all losses are the customer's responsibility and no refund will be issued.

Battery Product Safety Notice

For safety reasons, do not return a battery by regular mail or courier without contacting us first if the battery is swollen, leaking, cracked or physically damaged, overheating, emitting odor or smoke, recalled, or showing signs of burning, corrosion, or other unsafe conditions.

These items may require special handling, disposal, or shipping restrictions. Please contact customer service for safety instructions before attempting any return.

If battery shipping restrictions prevent the parcel from being returned, the case will be reviewed based on logistics results and return is not guaranteed.

Safety reminder: If a battery is swollen, leaking, overheating, or otherwise unsafe, do not send it back by yourself. Please contact customer service for handling instructions.

7. Defective Product Handling

  • Within 30 Days: Products that arrive DOA (Dead on Arrival), have visible defects, or are damaged during transit are eligible for a full refund or free replacement. Return shipping costs will be covered by us.
  • Within One-Year Warranty:
    • We offer a one-year warranty. Quality-related issues within this period qualify for free repair or replacement.
    • Supporting evidence (photos/videos) must be provided.
    • Requests without necessary proof may be denied.

8. Additional Terms

  • Shipping fees are non-refundable.
  • Returns must be received before a refund is processed.
  • For extensions on return deadlines, please contact customer service in advance.

9. Frequently Asked Questions (FAQ)

  • How do I request a return?
    Submit an RMA request form. Once approved, an RMA number will be provided.
  • How long does it take to receive a refund?
    Refunds typically take 3-5 business days, depending on the payment provider.
  • How long does it take to receive a replacement?
    Replacement orders are arranged within 2-7 business days after receiving the return.
  • Which cases are not eligible for returns?
    Products exceeding the return period or those damaged due to misuse.

10. Return Address

Address: Room D07, 8th Floor, Phase II, Kai Tak Industrial Building, 99 King Fuk St, San Po Kong, Kowloon, Hong Kong