Return & Refund Policy

Return & Refund Policy

1. Order Cancellation

Orders may be cancelled before shipment by contacting service@marstekenergy.com. Once the cancellation has been confirmed, our customer service team will process the refund. Orders may not be cancelled more than 30 days after shipment.

Order Cancellation After Shipment

As the product has already been shipped, the customer must refuse delivery. The refund will be processed after the returned product has been confirmed as received.

2. Return

Defective / Quality Issue Return

Under this policy, a “Defective Return” means a return requested when a product malfunctions due to reasons not attributable to the customer. For defective products, you may receive a full refund or a free replacement. To initiate the return process, please contact Marstek Official Customer Service at service@marstekenergy.com, provide valid proof of purchase, and describe the product defect.

Valid Proof of Purchase

  • An order number issued through marstekenergy.com
  • A sales invoice or order confirmation sent by email that clearly identifies the product description, price, and distribution channel.

Return Process

  • If you have received the product and fewer than 30 calendar days have passed since the date of receipt, you may contact our official customer support team.
  • Our customer service team will determine whether your order meets the return eligibility requirements. Once your return is confirmed as eligible, you will receive an RMA (Return Merchandise Authorization) number and a prepaid return shipping label, with the carrier determined by our customer service team. You must clearly indicate the RMA number on the package and include proof of purchase with the returned product.
  • Please do not return any product without confirmation and authorization from the Marstek customer service team. Unauthorized returns will not be eligible for a refund.
  • After the returned product has been shipped, your return and refund request may be handled in one of the following three ways, depending on your needs and the actual circumstances:
    • Refund: Please refer to our Refund Policy for details.
    • Repair following fault diagnosis: Please refer to the repair policy section of our Warranty Terms for details.
    • Product replacement: Please refer to the spare parts policy section of our Warranty Terms and Conditions for details.

30-Day Money-Back Guarantee

For orders placed through the official marstekenergy.com store, undamaged products may be returned for a full refund for any reason within 30 days from the date of purchase, except for certain business orders. The refund process will officially begin after the returned product has arrived at a Marstek warehouse and passed inspection.

We provide prepaid return shipping labels only for products with confirmed quality issues. In all other cases, the customer is responsible for the return shipping costs.

The buyer is responsible for return shipping costs in the following circumstances:

    1. The return is requested for personal reasons.
    2. The buyer returns the wrong product.
    3. The return is made due to an unverified quality defect.
    4. The returned product is claimed to be defective, but Marstek’s quality inspection confirms that the product is functioning normally.
    5. Costs associated with unauthorized returns, including any returns not made in accordance with the approved warranty process.

*For customers exercising their statutory right of withdrawal, we will refund the standard shipping cost of the original order. However, this does not include additional shipping charges exceeding the standard lowest-cost delivery option that were incurred because the customer independently selected expedited or special delivery.

Our 30-Day Money-Back Guarantee does not apply to products that have been opened or used. Please ensure that the product packaging remains intact and that the product’s resale value is not affected. In addition, orders that are already in transit are not eligible for a refund.

Statutory Right of Withdrawal

For orders placed through the official marstekenergy.com store, customers may withdraw from the contract and request a full refund within 14 days from the date of receipt, except for certain business orders. The refund process will officially begin after the returned product has arrived at a Marstek warehouse and passed inspection.

We will refund all payments received, including the standard shipping cost of the original order. However, this does not include additional shipping charges exceeding the standard lowest-cost delivery option that were incurred because the customer independently selected expedited or special delivery.

The refund will be completed no later than 14 calendar days after we receive your notice of withdrawal. The refund will be made using the original payment method, and no refund processing fee will be charged.

You must return or hand over the goods to us no later than 14 days after submitting your notice of withdrawal. The deadline is met if you dispatch the goods before the 14-day period expires. Please note that the cost of returning the goods is borne by the customer.

*Use of the product beyond what is necessary to establish its nature, characteristics, and functionality may result in an obligation to compensate for any loss in value.

Consumers do not have a statutory 14-day right of withdrawal in the following circumstances:

    1. Goods made to the customer’s specifications or clearly personalized to meet the customer’s individual requirements, including individual project solutions and customized energy storage system configurations.
    2. Sealed goods that are unsuitable for return for reasons of health protection or hygiene, where the seal has been removed after delivery.
    3. Goods that, after delivery, have become inseparably mixed with other items due to their nature.
    4. Other circumstances not expressly listed in this policy where Marstek has sufficient evidence to rebut the relevant claim.

3. Return Shipping Costs

The reimbursement rules for return shipping costs are as follows:

  • Defective product returns: Marstek will bear the cost of returning the product.
  • Returns under the 30-Day Money-Back Guarantee: The customer is responsible for the return shipping costs.
  • Returns under the statutory right of withdrawal: Marstek will refund the standard shipping cost of the original order, while the customer is responsible for the cost of returning the product.

Return shipping costs are provided for reference only and depend on the weight and dimensions of the product and the delivery address.

4. Refund

Refund Policy

Refunds following order cancellation: Once your cancellation request has been confirmed, the refund will be processed within 7 business days.

Refunds for defective products / returns under the 30-Day Money-Back Guarantee: After we receive and inspect the returned product, the refund will be processed within 14 business days. Once the refund has been completed, we will send you a confirmation email.

Refunds following exercise of the statutory right of withdrawal: The refund will be completed no later than 14 calendar days after we receive your notice of withdrawal.

If you have not received your refund after the applicable period above has expired, please contact our official customer service team at service@marstekenergy.com.

5. Circumstances in Which the 30-Day Money-Back Guarantee Does Not Apply

  • The product is returned without confirmation and authorization from the Marstek official customer service team.
  • If the product is not returned to Marstek within 14 business days after Marstek confirms the return, the product will be returned to the original shipping address.
  • No valid proof of purchase, receipt, or invoice is provided, or there are reasonable grounds to suspect that such documentation has been forged or altered.
  • The returned product does not include all original parts, accessories, and packaging, or the product has been damaged due to improper operation by the user.
  • The product malfunction or damage was caused by impact, burning, unauthorized use, or unauthorized modification of the product, including exposure to moisture or intrusion of foreign substances such as water, oil, or sand/dust, or improper installation or operation.
  • There are signs that product labels, serial numbers, water-damage indicators, or other identifying marks have been altered or tampered with.
  • The damage was caused by external factors beyond our control, including fire, flooding, strong winds, lightning, or traffic accidents.
  • No transportation damage certificate issued by the carrier or freight forwarder can be provided.
  • Other circumstances not expressly listed in this policy where Marstek has sufficient evidence to rebut the relevant claim.