Shipping & Returns Policy

1. Order Processing

Orders are processed after payment has been successfully confirmed by the authorised payment provider.

Processing and fulfilment times may vary depending on:

• Product availability
• Destination country
• Warehouse or fulfilment location
• Carrier availability
• Battery or dangerous-goods transport requirements
• Customs or import procedures
• Public holidays
• Other operational conditions outside our reasonable control

An order confirmation or payment confirmation does not by itself mean that the order has already been shipped.

Where tracking is supported, shipping or tracking information will normally be provided after dispatch.

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2. Shipping Destinations

Xuri Energy sells and ships products only to markets and destinations enabled for the applicable product at the time of purchase.

A product appearing on the website does not necessarily mean that it is available for direct purchase or delivery in every country.

Direct-purchase markets and available delivery methods are determined by the applicable Xuri Energy market, product configuration and checkout.

If direct checkout is not available for your country, other purchasing options may be available through Xuri Energy, an authorised distributor, EPC partner or an applicable group-shipping programme.

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3. Shipping Costs

Shipping charges, where applicable, are shown during checkout or otherwise communicated before the customer is required to complete payment.

For selected products or markets, standard shipping may be included in the displayed product price.

Additional charges may apply where relevant for:

• Expedited delivery
• Remote-area delivery
• Special handling
• Restricted destinations
• Re-delivery
• Special lithium-battery or dangerous-goods transport
• Services not included in the standard delivery arrangement

The final shipping charge applicable to your order is the amount shown or confirmed before payment.

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4. Taxes, Duties and Import Charges

Tax, customs and import treatment may vary according to:

• Destination country
• Product type
• Product value
• Country of origin
• Seller and fulfilment route
• Applicable law
• The shipping arrangement used for the specific order

Where applicable taxes, duties or other mandatory charges are collected during checkout, they will be reflected in the transaction information.

Where a charge is not included or prepaid and applicable law requires the recipient or purchaser to pay it, that charge may be payable separately.

Xuri Energy will not describe taxes, duties or import charges as prepaid unless the applicable order and shipping arrangement actually provide for those charges to be prepaid.

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5. Delivery Times

Estimated delivery times may be shown on the product page, during checkout, in the order confirmation or through subsequent shipping communications.

Delivery dates and transit times are estimates unless expressly confirmed otherwise in writing.

Actual delivery may be affected by circumstances including:

• Carrier delays
• Customs processing
• Severe weather
• Public holidays
• Local delivery restrictions
• Battery transport restrictions
• Incomplete or incorrect delivery information
• Events outside the reasonable control of Xuri Energy or the carrier

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6. Order Tracking

Where tracking is supported, we will provide a tracking number or tracking link after shipment.

Tracking information may take some time to update after the shipment has been transferred to the carrier.

Carrier tracking information forms part of the delivery record but is not automatically treated as conclusive proof of delivery where the actual delivery status is reasonably disputed.

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7. Address Accuracy

Customers are responsible for providing a complete and accurate delivery address and contact information.

Please review your shipping information carefully before completing checkout.

If you discover an error, contact Xuri Energy as soon as possible.

We may be able to correct an address before dispatch, but cannot guarantee that changes can be made after an order has entered fulfilment or carrier processing.

Additional delivery or re-delivery costs caused by incorrect customer-provided information may be charged to the customer where legally permitted.

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8. Split Shipments and Special Transport

Some orders may be delivered in more than one parcel or shipment.

This may occur where:

• Products are fulfilled from different locations
• Battery products require a different carrier
• Products have different transport requirements
• Stock becomes available at different times

Where reasonably possible, tracking information will be provided for each applicable shipment.

An order is not necessarily considered fully delivered merely because the first parcel has arrived.

Lithium Batteries

Products containing lithium batteries may be subject to additional packaging, carrier, routing, storage and dangerous-goods requirements.

These requirements may affect delivery destinations, available carriers, delivery times and return procedures.

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9. Lost, Damaged or Delayed Shipments

If your shipment appears to be lost, damaged or significantly delayed, please contact Xuri Energy as soon as reasonably possible.

We may review:

• Carrier tracking
• Warehouse records
• Delivery photographs
• Delivery confirmations
• Parcel identifiers
• Signature records
• Other available shipping evidence

Where goods arrive visibly damaged, please retain the packaging and take photographs or video where reasonably possible.

Your statutory rights regarding lost, damaged, faulty or non-conforming goods are not limited by this policy.

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10. Order Changes and Cancellations

If you need to change or cancel an order, contact Xuri Energy as soon as possible.

We may be able to make changes before fulfilment begins.

Once an order has been processed, packed, shipped or transferred to a carrier, it may no longer be possible to modify the shipment.

This does not remove any cancellation right that you have under applicable law.

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11. UK and EEA Consumer Cancellation Rights

If you are a consumer purchasing online in the United Kingdom or European Economic Area, you generally have the right to cancel an eligible distance purchase within 14 days after receiving the goods, without giving a reason, subject to applicable statutory exceptions.

Where the statutory right applies, you must notify us of your decision to cancel within the applicable cancellation period.

After notifying us, goods should be returned within the period required by applicable law.

Certain goods or circumstances may be excluded from statutory change-of-mind cancellation rights where permitted by law.

Nothing in this policy reduces any mandatory cancellation or consumer right available under applicable law.

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12. How to Start a Return

Please contact Xuri Energy before arranging any return.

Because our products may differ significantly in size, weight, fulfilment location and transport requirements, customers should not independently return goods without first receiving the applicable return instructions.

Where relevant, we will confirm:

• The authorised return address
• The appropriate return method
• Carrier requirements
• Packaging requirements
• Special lithium-battery handling instructions
• Applicable return shipping costs

Please provide your order number and enough information for us to identify the transaction.

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13. Return Shipping Costs

Change-of-Mind Returns

Where legally permitted, customers making an eligible non-faulty or change-of-mind return are responsible for the direct cost of returning the goods.

For large, heavy or lithium-battery products, Xuri Energy or an authorised logistics partner may need to arrange the return shipment.

Where reasonably possible, the applicable return shipping cost will be disclosed or confirmed before the return is arranged.

Where legally permitted, the applicable return shipping cost may be deducted from the refund.

Faulty, Damaged or Incorrect Goods

The above change-of-mind return-cost rule does not remove our obligations where goods are faulty, damaged, incorrect, misdescribed or otherwise non-conforming and the seller is legally responsible.

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14. Product Condition for Change-of-Mind Returns

For an eligible non-faulty return, products should be returned in substantially the same condition in which they were received and, where reasonably possible:

• Unused
• Uninstalled
• Undamaged
• With all supplied accessories
• With original packaging where available

Customers should take reasonable care of products while they are in their possession.

Where permitted by applicable law, a refund may be reduced to reflect loss in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods.

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15. Faulty, Damaged, Incorrect or Not-as-Described Products

Please contact us as soon as reasonably possible if a product is:

• Faulty
• Damaged on arrival
• Incorrect
• Incomplete
• Materially different from what was ordered
• Not as described
• Otherwise not in conformity with the applicable contract or law

We may reasonably request supporting information such as:

• Photographs
• Video
• Serial numbers where applicable
• Packaging photographs
• Delivery information
• A description of the issue

Depending on the circumstances and applicable law, the appropriate remedy may include:

• Technical support
• Replacement parts
• Repair
• Replacement product
• Price reduction
• Partial refund
• Full refund
• Another remedy required by applicable law

In some cases, returning the entire product or kit may not be necessary.

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16. Lithium Battery Returns and Safety

Products containing lithium batteries may be subject to special transport, packaging, storage and carrier requirements.

Do not independently ship a damaged, swollen, leaking, overheated or otherwise unsafe lithium battery.

Contact Xuri Energy first so that appropriate safety and return instructions can be provided based on the condition of the product and the available lawful transport route.

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17. Refund Amount

Approved refunds will be calculated according to the circumstances of the transaction, including where relevant:

• The amount actually paid
• Applicable discounts
• Applicable taxes
• The reason for return
• The condition of the goods where legally relevant
• Applicable delivery charges
• Applicable return shipping costs
• Mandatory consumer law

Where required by law, eligible standard outbound delivery charges will be refunded in accordance with the applicable statutory rules.

Premium, expedited or optional delivery charges may be treated differently where permitted by applicable law.

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18. Refund Method and Timing

Refunds are normally issued to the original payment method used for the order, unless another method is legally required or expressly agreed.

Refund processing begins after the relevant cancellation, return, payment or order status has been verified.

Where goods must be returned, we may need to receive the goods or appropriate evidence of return before completing the refund, subject to applicable law.

Once a refund has been issued by us, additional processing time may be required by the payment provider, bank or card issuer before the funds appear in your account.

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19. Return Address

Do not return products to our registered office, operating office, warehouse, supplier or any other address unless that address has been specifically confirmed by Xuri Energy for your return.

Because return locations may vary according to the product, market, fulfilment location, reason for return and lithium-battery or dangerous-goods transport requirements, the authorised return address will be provided as part of the applicable return process.

Sending goods to an unconfirmed address or using an unsuitable carrier may result in delay, additional costs or safety issues.

This requirement does not remove or reduce any mandatory statutory consumer right.

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20. Market-Specific Consumer Rights

Consumer rights, cancellation periods, refund obligations, delivery-cost treatment and return procedures may vary by country.

Where applicable mandatory law provides the customer with greater protection than this general policy, the applicable mandatory rule will prevail.

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21. Changes to This Policy

We may update this Shipping & Returns Policy to reflect changes to our products, markets, logistics providers, business operations or legal requirements.

The updated version will be published on this website and the “Last updated” date will be revised accordingly.

Later changes do not retrospectively remove rights already legally acquired under an earlier valid order or applicable law.

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22. Contact

To request an order cancellation, start a return, report a damaged or incorrect product, ask about a refund or obtain return instructions, please contact us.

You may also use our Contact Us page.

Xuri Energy is the brand used for this website and online store.