Refund & Return Policy

Marstek-EU — Operated by E2C B.V.

Last Updated: 20 October 2026

1. Introduction

Marstek-EU is an online retail platform operated by E2C B.V., specializing in the sale of Marstek energy storage batteries, plug-and-play battery systems, energy monitoring accessories, and related renewable energy products.

This Refund & Return Policy applies to purchases made through https://marstek-eu.com.

Company Information

E2C B.V.
Aploniastraat 33
3084 CC Rotterdam
Netherlands

Chamber of Commerce (KVK): 65432231
VAT Number: NL 856 109 745 B02
Email: info@e2c-shop.com

2. Right of Withdrawal (Consumers Only)

In accordance with applicable European consumer protection laws, private consumers generally have the right to withdraw from an online purchase within 14 days after receiving the products, without providing a reason.

After notifying E2C B.V. of their decision to withdraw, consumers have an additional 14 days to return the products.

Please note:

  • The statutory right of withdrawal generally applies to private consumers (B2C).

  • Business customers (B2B) do not automatically benefit from the same statutory withdrawal rights.

  • Return shipping costs are the responsibility of the customer if properly disclosed before purchase, unless otherwise required by law or agreed by E2C B.V.

  • Consumers may exercise their withdrawal rights by sending a clear statement to E2C B.V. within the statutory withdrawal period.

Customers are encouraged to contact Marstek-EU customer support before returning products to obtain appropriate return and lithium battery transport instructions.

3. Return Authorization (RMA)

Customers are encouraged to request return authorization (RMA) from Marstek-EU before shipping products back.

Return authorization instructions may include:

  • Return address confirmation

  • Packaging requirements

  • Transport instructions

  • Lithium battery shipping compliance instructions

  • Required return documentation

A customer's statutory right of withdrawal is not conditional upon receiving an RMA number or prior return approval.

For safety reasons, customers should not ship damaged or potentially unsafe lithium battery products without first contacting customer support.

4. Conditions for Returns

Customers returning products should:

  • Return all supplied accessories, manuals, cables, connectors, and included components.

  • Use the original packaging where available, together with suitable protective outer packaging.

  • Package products securely to prevent damage during transport.

  • Follow applicable lithium battery transport and carrier safety requirements.

  • Include return identification information where reasonably necessary.

For statutory consumer withdrawals, products do not automatically have to be unused, unopened, or in their original packaging.

Consumers may inspect products to the extent necessary to establish their nature, characteristics, and functioning.

Consumers may be responsible for any diminished value resulting from handling beyond what is necessary for this purpose, in accordance with applicable law.

E2C B.V. may assess any legally permitted deduction based on the condition of returned products.

5. Non-Returnable Products

Certain products may be excluded from statutory withdrawal rights where a specific legal exception applies.

Examples may include:

  • Products made to the consumer's specifications or clearly personalized

  • Products falling within another applicable statutory withdrawal exception

  • Business-to-business purchases where no contractual return right has been agreed

The following circumstances do not automatically remove a consumer's statutory right of withdrawal:

  • Opening product packaging

  • Activating a battery system

  • Connecting or testing a product

  • Installing a product

  • Missing or damaged packaging

However, excessive handling, improper installation, misuse, or damage may result in a legally permitted deduction for diminished value.

For safety reasons, damaged, leaking, swollen, modified, or otherwise unsafe lithium batteries must not be shipped through ordinary return channels.

Customers must contact Marstek-EU to arrange appropriate handling or transport instructions.

6. Installation Responsibility & Safety

Battery systems and related electrical products must be installed, handled, operated, and maintained in accordance with manufacturer instructions and applicable regulations.

Depending on the product and installation type, professional installation may be required or recommended.

Applicable requirements may include:

  • Local electrical regulations

  • Relevant safety standards

  • Grid connection requirements

  • Manufacturer instructions and manuals

High-voltage electrical installations must not be installed, modified, serviced, opened, or repaired by unqualified persons.

E2C B.V. is not responsible for damage directly caused by improper installation, unauthorized modifications, misuse, or failure to follow applicable safety instructions, except where liability cannot lawfully be excluded.

Statutory consumer rights remain unaffected.

7. Transport & Lithium Battery Safety

Lithium battery products may be classified as dangerous goods for transport purposes under applicable regulations.

Customers returning battery products must follow applicable packaging, labeling, documentation, carrier, and safety requirements.

Marstek-EU may:

  • Refuse unsafe transport arrangements

  • Require specialized transport for damaged or defective batteries

  • Provide additional packaging or handling instructions

  • Arrange an appropriate alternative return procedure where necessary

  • Delay physical handling where a genuine safety risk requires assessment

Customers may be responsible for additional costs caused by unsafe packaging or improper transport arrangements where permitted by applicable law.

Safety-related transport restrictions do not automatically remove statutory withdrawal, refund, or product conformity rights.

8. Damaged, Incorrect, or Incomplete Deliveries

Customers are encouraged to inspect products promptly after delivery.

If products arrive damaged, incorrect, or incomplete, customers should contact Marstek-EU customer support as soon as reasonably possible.

Customers may be asked to provide:

  • Photographs of packaging

  • Photographs of the product

  • Delivery documentation

  • A description of the problem

Reporting visible transport damage within 48 hours is recommended to help investigate the issue.

Failure to report damage within 48 hours does not automatically invalidate statutory consumer rights.

For products that do not conform to the purchase agreement, consumers retain their rights under applicable Dutch and European consumer protection laws.

9. Refund Process

For valid statutory withdrawals, E2C B.V. will reimburse payments received from the consumer within 14 days after being informed of the withdrawal decision.

Where legally permitted, E2C B.V. may withhold reimbursement until the returned goods have been received or the consumer has supplied evidence of having sent them back, whichever occurs first.

Refunds will normally be issued using the original payment method unless otherwise expressly agreed.

Please note:

  • Standard outbound delivery costs are reimbursed where required by law.

  • Additional costs for an expressly selected premium delivery method may be excluded where legally permitted.

  • Direct return shipping costs may be payable by the customer if properly disclosed before purchase.

  • Deductions for diminished product value may apply where permitted by law.

  • Refunds will not be subject to additional fees imposed by E2C B.V.

For defective, incorrect, or non-conforming products, refunds and associated costs are handled in accordance with applicable statutory consumer rights.

10. Warranty

This Refund & Return Policy does not affect statutory consumer rights or applicable manufacturer warranty rights.

Products sold through Marstek-EU may be covered by additional manufacturer warranties.

Warranty exclusions may apply to damage caused by:

  • Improper installation

  • Unauthorized modifications

  • Incorrect electrical configuration

  • Misuse or negligence

  • Environmental conditions outside specified product limits

  • Failure to follow manufacturer instructions

E2C B.V. remains responsible for its statutory obligations as the seller, including legal product conformity rights.

Manufacturer warranties are additional to, and do not replace, statutory consumer protections.

For warranty support, please contact:

Email: info@e2c-shop.com

11. Exchange Policy

Customers requesting product exchanges are encouraged to contact Marstek-EU customer support.

For voluntary exchanges, replacement products may be shipped after returned products have been received and assessed.

Product availability may affect exchange processing times.

Where a product is defective or does not conform to the purchase agreement, the customer's statutory rights to repair, replacement, price reduction, or termination of the contract, as applicable, remain unaffected.

12. Limitation of Liability

To the extent permitted by applicable law, E2C B.V. is not responsible for losses directly resulting from:

  • Improper installation

  • Unauthorized product modifications

  • Misuse or negligence

  • Incompatible third-party components

  • Failure to follow manufacturer instructions

  • Unsafe or unauthorized return transport arranged by the customer

Any limitation of liability applies only where legally valid.

Nothing in this Refund & Return Policy excludes or limits mandatory consumer rights, statutory product conformity obligations, or liability that cannot lawfully be excluded.

13. Applicable Law

This Refund & Return Policy is governed by the laws of the Netherlands.

Mandatory consumer protection rights under applicable European laws remain unaffected.

14. Changes to This Policy

E2C B.V. reserves the right to update this Refund & Return Policy when necessary.

Updated versions become effective upon publication on Marstek-EU for future transactions.

Changes do not retroactively reduce statutory or contractual rights arising from purchases already made.

15. Contact Information

Customer Service — Marstek-EU / E2C B.V.

Aploniastraat 33
3084 CC Rotterdam
Netherlands

Chamber of Commerce (KVK): 65432231
VAT Number: NL 856 109 745 B02
Customer Service Email: info@e2c-shop.com
Website: https://marstek-eu.com