Returns desk

If you want to send a unit back because it is the wrong size, the wrong shape or you changed your mind, that is a matter for our retail partner. Open the order in your account with them and use their returns process. They set the window, they decide what condition they will take it in, and they handle the money side. We have no access to any of that.

Before you start a return

• Keep the box and the inner packing until you are sure. Battery units in particular are difficult to send back safely without the original moulding.
• Note the model number from the label. It is the fastest way for anyone to work out what you actually have.
• If the unit is the wrong capacity rather than faulty, run the numbers through the load calculator first so the replacement is right.

Warranty is a separate thing

The warranty covers the hardware against defects for the term printed on the unit page and in the documentation that came with it. It travels with the product rather than the shop, so it still applies long after any returns window at the retailer has closed. Bring us the model number and, if the sticker still has it, the serial: reach us has the inbox.

What a warranty does not cover is the ordinary end of a battery life. The cells in a backup unit wear out on a timescale of a few years, faster in a warm room, and a unit that has stopped holding its old runtime is usually telling you it needs a new battery rather than a claim.

Batteries and disposal

Sealed lead-acid batteries do not belong in household waste and in most places it is not lawful to put them there. Retailers that sell batteries generally take old ones back, and municipal recycling centres take them everywhere we know of. The lead is worth recovering, which is why the collection network exists at all.