Thank you for choosing INSUM and SEPLOS products. We are committed to providing high-quality home energy storage solutions, including LiFePO4 batteries, BMS (Battery Management System), and DIY energy storage kits. This Refund and Returns Policy outlines the terms and conditions for returning products, requesting refunds, and exchanging items purchased from our official website. By making a purchase, you acknowledge and agree to the provisions stated below.

1. Eligibility for Returns & Refunds

To be eligible for a return or refund, the following conditions must be met:
  • The request is submitted within 30 calendar days from the date of delivery (confirmed by the logistics tracking information).
  • The product is in its original condition, unused, and undamaged, with all original packaging, labels, accessories, and documentation (e.g., user manual, certificate of conformity) intact.
  • The product is not customized or personalized according to your specific requirements (custom products are non-returnable unless they have manufacturing defects).
  • Proof of purchase (e.g., order number, invoice) is provided.

2. Non-Returnable Items

The following items are not eligible for return or refund, except in cases of manufacturing defects or incorrect delivery:
  • Customized products (e.g., BMS with specific parameters, batteries with custom capacity).
  • Products that have been used, installed, or modified, resulting in damage or loss of original condition.
  • Products with missing or damaged original packaging, labels, or accessories.
  • Consumable items (if applicable).
  • Products purchased during promotional events with explicit “non-returnable” labels.

3. Return & Refund Process

If you wish to return a product or request a refund, please follow these steps:
  1. Submit a Return Request: Contact our customer service team via email (info@insumenergy.com) or through the “Contact Us” form on our website. Please include your order number, product name/model, reason for return/refund, and clear photos/videos of the product (if claiming defects).
  2. Review & Approval: Our customer service team will review your request within 2-3 working days. If approved, you will receive a Return Authorization (RA) number and detailed return shipping instructions.
  3. Return Shipping: You must ship the product back to the address provided by our customer service within 7 working days of receiving the RA number. Please clearly mark the RA number on the outer packaging. Note: For non-defective returns (e.g., change of mind), the return shipping cost is borne by the customer. For defective products or incorrect deliveries, we will cover the return shipping cost (please provide the shipping receipt for reimbursement).
  4. Inspection & Processing: Upon receiving the returned product, our quality control team will inspect it within 3-5 working days to verify its condition and compliance with return requirements.
  5. Refund or Exchange:
    1. If the return is approved, we will process the refund within 5-7 working days. The refund will be issued to the original payment method, and you will receive a confirmation email once the refund is completed. Please note that the processing time for the refund to appear in your account may vary depending on your payment provider (usually 3-10 working days).
    2. If you request an exchange (e.g., for a different model/specification), we will ship the replacement product once the returned product is confirmed to be eligible. The shipping cost for the replacement will be borne by us for defective products; for non-defective exchanges, the customer is responsible for any price difference and shipping costs.

4. Defective Products & Warranty Claims

All INSUM and SEPLOS products come with a 3-year warranty from the date of delivery (please refer to the product manual for detailed warranty terms). If your product has a manufacturing defect within the warranty period:
  • Contact our customer service team with your order number, product details, and evidence of the defect (photos/videos).
  • Our team will assess the defect and provide a solution, which may include repair, replacement, or refund, depending on the severity of the defect and product availability.
  • For warranty claims, you may be required to return the defective product for inspection (we will cover the return shipping cost).
  • The warranty does not cover damage caused by improper use, installation, modification, accident, or natural disasters.

5. Incorrect or Damaged Items Received

If you receive an incorrect product (wrong model/specification) or a product that is damaged during shipping:
  • Contact our customer service team within 48 hours of receiving the package, providing your order number and clear photos/videos of the product, packaging, and shipping label.
  • We will verify the issue and arrange for a free replacement or refund. We may request the return of the incorrect/damaged product, and we will cover all associated shipping costs.

6. Cancellation of Orders

You may cancel your order before it is shipped. To cancel an order, contact our customer service team immediately with your order number. If the order has not been processed, we will issue a full refund within 3-5 working days. If the order has already been shipped, you will need to follow the return process outlined above once you receive the product.

7. Limitation of Liability

Our liability for any returned or defective products is limited to the purchase price of the product. We are not liable for any indirect, incidental, or consequential damages (e.g., loss of use, loss of profit) arising from the use or inability to use the product, except as required by applicable law.

8. Contact Information

If you have any questions or need assistance with returns or refunds, please contact our customer service team:
  • Email: info@insumenergy.com

9. Policy Updates

We reserve the right to update or modify this Refund and Returns Policy at any time. Any changes will be posted on this page with the updated “Last Updated” date. We recommend reviewing this policy periodically to stay informed of any updates. Your continued use of our website and purchase of products after the updates take effect constitute your acceptance of the revised policy.