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Refund and Return Policy

Effective Date: December 30, 2025

This Refund Policy outlines the terms and conditions for refunds related to products (EV Chargers and Batteries) and services (EV Charging App) provided by Mackvolt, a brand of Macksons Power and Energy (Pvt) Ltd, a subsidiary of Macksons Holdings.

 

1. Hardware: EV Chargers & Batteries

1.1 Return of Non-Defective Items

We offer a 14-day return window from the date of delivery for hardware purchases. To be eligible for a refund, the item must be:

  • Unused, uninstalled, and in the same condition as received.

  • In its original packaging with all manuals, accessories, and seals intact.

  • Accompanied by the original receipt or proof of purchase.

Note: Shipping and installation costs are non-refundable. The customer is responsible for return shipping costs unless the item is confirmed defective by our team.

1.2 Defective or Damaged Goods

If you receive a product that is damaged during transit or has a manufacturing defect:

  • Please notify us within 7 days of delivery.

  • We will provide a replacement or a full refund after our technical team inspects the unit.

  • Defects discovered after installation are covered under our Standard Warranty Policy.

 

2. EV Charging App & Services

2.1 Charging Session Refunds

Refunds for charging sessions are granted under the following circumstances:

  • Technical Failure: The session failed to start or was interrupted due to a charger malfunction, but the user was billed.

  • Overcharging: System errors resulting in energy (kWh) billing exceeding actual delivery.

  • Duplicate Transactions: Multiple deductions for a single charging event.

2.2 In-App Wallet Balance

  • Withdrawal: Users may request a refund of their remaining “Pre-paid Wallet” balance to the original payment method.

  • Exclusions: Promotional credits or bonus balances added by Mackvolt are non-refundable and cannot be converted to cash.

  • Processing: Wallet refund requests are processed within 7–10 working days.

 

3. Cancellation Policy

  • Hardware Orders: You may cancel your order at any time before dispatch for a full refund. Once dispatched, the Return Policy (Section 1.1) applies.

  • Charging Reservations: Cancellations made through the app at least 30 minutes prior to the booked slot are free. Late cancellations or “no-shows” may incur a convenience fee.

 

4. Refund Process

  1. Request: Email info@mackvolt.com or contact us through the App’s “Help” section with your Order/Transaction ID.

  2. Verification: Our team will review your request within 3–5 business days.

  3. Approval: Once approved, the refund is initiated to the original payment method.

  4. Credit: Most refunds appear on your statement within 10–14 working days, depending on your financial institution.

 

5. Contact Information

For all refund, return, or cancellation inquiries, please contact:

Macksons Power and Energy (Pvt) Ltd

  • Address: No 443, 5th Floor, Galle Road, Colombo 03, Sri Lanka.

  • Email: info@mackvolt.com

  • Hotline: 070 1977 100