When this applies
Use this guide if a LiPo battery arrives damaged, shows an unusual cell voltage, becomes swollen or hot, has a damaged lead or connector, or otherwise appears unsafe or faulty.
Safety first
Stop using and charging the battery. Keep it away from flammable materials and do not puncture, crush or alter it.
If the battery is hot, smoking, leaking or visibly unstable, do not handle it to take photographs or carry out further tests. Move away from it and contact the emergency services if there is an immediate risk to people or property.
What to send us
Please reply to your support ticket with:
- Your order number and the exact battery model affected.
- Clear photographs of the whole battery from both sides, including the product label, barcode or QR code.
- Close photographs of the main power connector, cables and balance lead.
- If it is safe to connect a battery checker, one clear photograph showing all individual cell voltages. Do not charge the battery or carry out further powered tests solely to obtain this reading.
- A short description of the issue and when you first noticed it.
- The charger make and model, the charge settings used and any warning or error shown.
- Whether the battery has been charged, used, stored for an extended period, involved in a crash or otherwise physically damaged.
Please send separate photographs and readings for each affected battery.
Reporting timescale
Please report a battery that appears dead on arrival within seven days of receiving it. If more than seven days have passed, contact us anyway and provide the same information. We will review the evidence and explain the available next step.
Returns and disposal
Do not post or return a suspected damaged LiPo battery unless we have confirmed a suitable return route. Damaged lithium batteries need specific handling and cannot be treated as an ordinary parcel.
Do not place a LiPo battery in household waste. In England and Wales, GOV.UK can direct you to your council's hazardous-waste service for batteries.
If you are elsewhere in the UK, contact your local council or household recycling centre for instructions before transporting the battery.
What happens next
We will review the information and may ask the manufacturer to assess the claim. A refund or replacement is not automatic and depends on the evidence and the outcome of the assessment. We will tell you what to do next, including whether the battery should be retained, returned or disposed of.
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