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CLEVERCHARGE BY DANLAW, INC.

B2C E-COMMERCE STOREFRONT POLICIES

SHIPPING, RETURNS, REFUNDS, EXCHANGES, REPLACEMENTS AND WARRANTY TERMS


SHIPPING

Danlaw is currently only selling and shipping CleverCharge product within the United States of America. This means:

  • All 48 Contiguous Mainland States
  • Non-Contiguous States (Alaska and Hawaii; USPS only)
  • Limited US Territories (Puerto Rico and U.S. Virgin Islands; USPS only)
 

Shipping Services

Danlaw will use all major forms of Domestic freight services available to ship CleverCharge product. This includes:

  • FedEx (Federal Express)
  • UPS (United Parcel Service)
  • USPS (United States Postal Service)
  • Amazon Logistics (when fulfilled through an Amazon warehouse)

NOTE: For customers in USPS-only defined locales, customers may reach out to CleverCharge support (support@clevercharge.com) to request an alternate shipping carrier. Additional fees or overages for using a carrier other than USPS may apply.


HOW TO RETURN

  1. Contact CleverCharge Support
    1. Through CleverCharge.com: To initiate a warranty claim or return request, use Chatbot or send a Return Request email to support@clevercharge.com.
    2. Through Amazon: Use your Amazon app and navigate to your Order, then click Return or Replace Items.
    3. In both cases, a support representative will reach out to continue the return process.
  3. Determine Return Eligibility
    1. Our return support team will work with you to personally handle your return case, ensuring all requirements per our return policies and/or Amazon policies are met.
  5. Return Your CleverCharge
    1. Our team will provide instructions on how best to return your device. If device is in warranty or policy requirements are met, a return shipping label will be provided at no cost to you.


RETURNS

 

 


WITHIN 30 days of purchase: You may return your product for free provided it is in Original, Unused, and Resalable condition.


NOTE: Danlaw reserves the right to inspect the condition of returned product to evaluate whether it is in Original, Unused, and Resalable condition prior to making a final offer of restitution.


AFTER 30 days of purchase: No Returns permitted. Limited exceptions apply.

Exceptions:

  • Buyer received incorrect product (i.e. product ordered was not what was received)
  • Obvious or Delayed Product Manufacturing Defect (i.e. blatant defect on product that could not be caused by anything other than a manufacturing error)

NO​TE: Returns in-transit to Danlaw take time. Once product is received at Danlaw, it also takes time to process and inspect the Return. It may normally take up to 30 days to fully receive and process a Return. In exceptional and abnormal circumstances, it may take even longer. Please do not hesitate to reach out to our Customer Support team if there are any questions or concerns during this time, or to check on the Status of your Return.

WARNING: Please be honest and truthful about returned product declarations! With the exception of some Warranty service claims, original ordered product returned by a buyer to Danlaw for Refund or Exchange will NOT be sent back to buyer! Please understand that all genuine claims will be handled appropriately and professionally, and will fall within some type of Refund, Product Exchange, Product Replacement, or Warranty Repair scenario. Any non-genuine claims, such as when Danlaw’s product inspection findings clearly contradict a buyer’s Return Declaration, or when Returns are found to fall outside of our Return Policy, can result in product being forfeited by a buyer with no Refund, Exchange, or Replacement offered.


RETURN SHIPPING

Within 30 days of purchase, Danlaw will provide free return shipping to return your product to Danlaw, provided your returned product is in Original, Unused, and Resalable condition.

​

NOTE: Please be honest and truthful about returned product declarations! If returned product is determined NOT in Original, Unused, and Resalable condition, any Refund amount due to buyer may be impacted to recover costs of free return shipping services.

NOTE: Danlaw reserves the right to inspect the condition of returned product to evaluate whether it is in Original, Unused, and Resalable condition to fully determine whether buyer or seller is responsible for Return Shipping costs.

NOTE: Danlaw reserves the right to hold buyers responsible for Return Shipping. If this is ever the case, we will contact you to explain the reasoning behind this decision and will work with you to make your Return as easy and cost effective as possible.


REFUNDS

Refunds and Refund Amounts are contingent upon:

  • Receipt of your Return
  • Inspection of your Return
  • Condition of your Return
  • Inspection Technician Determinations
  • Dialog and Open Communications between Danlaw (seller) and a buyer.

Once Danlaw receives, inspects, and determines the overall condition of your Return, we will initiate open dialog with you (the buyer) to discuss any Refund Amount.

NOTE: There are various scenarios that can impact your refund amount. Some scenarios may compound to impact final amounts. Please see below for those general Scenarios, and the Fees imposed for each scenario.

NOTE: Refunds will be remitted to a buyer’s original payment method. The financial institution attached to your payment method may incur their own processing times, which could impact the time it takes between when Danlaw authorizes a refund, and when the refund amount shows up in the buyer’s original payment method. Please see below for estimated payment method refund processing timeframes.

NOTE: In the event a buyer's original payment method cannot be used for refund purposes, Danlaw reserves the right to issue refunds in the form of a business check, to be mailed to buyer's address. While all efforts will be made to refund to a buyer's original payment method, if extenuating circumstances arise that do not allow a refund to be issued to original form of payment (i.e. card expired, account closed, etc.) this method of refunding via business check will be used as a fallback, and will be the final approach Danlaw will use to offer a refund.


Scenarios, Conditions, and Fee Schedules for Refund

Scenario / Timeframe

Condition

Refund Amount and/or Fee

Return initiated (less than or equal to) 30 Days of Purchase

Product is in Original, Unused, and Resalable Condition

No Fees: 100% Refund Eligible

 

Buyer Received Incorrect Product

No Fees: 100% Refund Eligible

 

Obvious or Delayed Product Manufacturing Defect

No Fees: 100% Refund Eligible

 

Inoperative or Malfunctioning Product (not caused by User or Installation error)

No Fees: 100% Refund Eligible

 

Product is NOT in Original, Unused, and Resalable Condition (i.e. Open Box, Product Installed, etc.)

Partial Refund

 

AND

 

Damage Fee: Up to 50% of Product MSRP

 

Any condition above, and is Returned Late

Any Fees Above

 

AND

 

Late Return Fee: 20% of Product MSRP first 30 days after prescribed “return by” date, 100% of Product MSRP afterwards

Return initiated after 30 Days, but less than or equal to 60 Days of Purchase

Buyer Received Incorrect Product

Restocking Fee: Up to 20% of Product MSRP

 

Any condition above, and is Returned Late

Any Fees Above

 

AND

 

Late Return Fee: 20% of Product MSRP first 30 days after prescribed “return by” date, 100% of Product MSRP afterwards

Any Other Scenario / Timeframe

Any Other Condition

No Refunds Given



Refund Processing Timelines

Once Danlaw approves and issues a refund, it may take additional time for buyer’s financial institution or related payment handling service to make funds available in buyer account:

Refund Method

Refund Timeline​

Credit Card

3-5 Business Days

Debit Card

Up to 10 Business Days

Amazon.com Gift Card or Gift Card Balance

(when shopping on Amazon)

2-3 Hours

Amazon shopping with Rewards Points 

(when shopping on Amazon)

Up to 5 Business Days

Prepaid Credit Card 

(Depending on issuer of card)

Up to 30 Days

Promotional Certificate or Coupon

No Refund Issued



EXCHANGES, WARRANTY AND/OR REPLACEMENT

Please see below for eligible conditions for Exchange, Warranty and/or Replacement.


Exchanges may be required in one or more of the following situations:

  • Ordered Incorrect Product Variant
  • Received Incorrect Product
  • Obvious or Delayed Product Manufacturing Defect
  • Inoperative or Malfunctioning Product (not caused by User or Installation error)

Warranty Service or Warranty Replacement may be required in one or more of the following situations:

  • Inoperative or Malfunctioning Product (not caused by User or Installation error)
  • Obvious or Delayed Product Manufacturing Defect

Scenarios, Conditions, and Fee Schedules for Exchange

Scenario / Timeframe

Condition

Exchange or Replacement Determination, and/or Fees

Return for Exchange initiated (less than or equal to) 30 Days of Purchase

Buyer Ordered Incorrect Product Variant; Returned Product is still in Original, Unused, and Resalable Condition

 

No Fees: 100% Exchange

 

Buyer Received Incorrect Product

No Fees: 100% Exchange

 

Obvious or Delayed Product Manufacturing Defect

No Fees: 100% Exchange

 

Inoperative or Malfunctioning Product (not caused by User or Installation error)

No Fees: 100% Exchange

 

Product is NOT in Original, Unused, and Resalable Condition (i.e. Open Box, Product Installed, etc.)

Damage Fee: Up to 50% of Product MSRP

 

THEN

 

Exchange

 

Any condition above, and is Returned Late

Any Fees Above

 

AND

 

Late Return Fee: 20% of Product MSRP first 30 days after prescribed “return by” date, 100% of Product MSRP afterwards

 

THEN

 

Exchange

Return for Exchange initiated after 30 Days, but less than or equal to 60 Days of Purchase

Buyer Received Incorrect Product

Restocking Fee: Up to 20% of Product MSRP, then Exchange

 

Obvious or Delayed Product Manufacturing Defect

Restocking Fee: Up to 20% of Product MSRP, then Exchange

 

Any condition above, and is Returned Late

Restocking Fee: Up to 20% of Product MSRP

 

AND

 

Late Return Fee: 20% of Product MSRP first 30 days after prescribed “return by” date, 100% of Product MSRP afterwards

 

THEN

 

Exchange

Any Other Scenario / Timeframe​

Any Other Condition

No Exchanges Given



Conditions for Warranty Service or Warranty Replacement

If your CleverCharge product requires Warranty Service or possible Replacement under warranty, please contact our support team at support@clevercharge.com to initiate the warranty claim process, where we can assess your Warranty claim conditions.

Refer to the Help and Support section below for more support team contact options and choices.

NOTE: If you purchased your product on Amazon, yet you require product Warranty support beyond the 30-Day Amazon return policy, please do not contact us through Amazon! Instead, contact our support team directly at support@clevercharge.com, or review the Help and Support section below for more contact options and choices.



Product Warranty Schedules

Please see below for the Warranty schedule offered for all of our CleverCharge products and accessories.

Product Warranty periods start from the original purchase date indicated on your Order or Invoice.


Product Description

Warranty

CleverCharge Level 2 EV Charger (All Variants)

3 Year Manufacturer

CleverKey

1 Year Manufacturer

Cable Retractor

1 Year Manufacturer

Charging Cable Holsters

90 Day Manufacturer Defect



HELP AND SUPPORT

Need after-sale Help and Support? Please take advantage of the following resources:


CleverCharge Support Knowledge Base

Utilize the CleverCharge Knowledge Base to get answers to common questions and scenarios, uncommon questions and scenarios, troubleshooting information, or technical specifications of CleverCharge.

 

CleverCharge Manuals and Documentation

All manuals and documentation pertaining to CleverCharge products can be found on our website at the following location:

 
CleverCharge Manuals
 
CleverCharge Documentation

 

Web, EmaIl, and Phone Support

If you require assistance with Warranty, Returns, or are simply looking for an answer that has not been addressed in our Knowledge Base or product documentation, please contact our support team using any of the following methods:

 
Website Chatbot

At www.clevercharge.com, utilize the Chatbot functionality to create a support ticket with our support team.

Near the bottom corner of the website, look for the following chat bubble:

Click this bubble to begin chatting with the chatbot asking for support and follow the prompts.

 

Support Email

Feel free to email our support team directly at:

support@clevercharge.com

Support emails sent to this address are automatically entered into our support ticketing system.

During normal business days, we will strive to answer all support emails within 24-48 hours.

 

Support Phone

Feel free to call our support team directly at:

1-888-258-4286

Our call support team is proudly based in the USA and operates during normal business hours on the US East Coast (Eastern Standard Time).

Hours of Operation:

Weekdays (Monday – Friday)

9AM – 5PM EST

Weekends (Saturday – Sunday)

Closed - Unavailable

 

 

ACRONYMS, TERMS AND DEFINITIONS


Acronyms

Acronym

Definition / Translation

FAQ

Frequently Asked Questions

MSRP

Manufacturer Suggested Retail Price

B2C

Business to Consumer



Terms


Chatbot: A computer program used on our CleverCharge.com Website to simulate conversations with customers.



Definitions


Original, Unused, and Resalable Condition:  Product is in exactly the same state as it was received.

  • To elaborate, this means the package has NOT been opened, and all original packaging with security seals are in place.
 

Refund:  Partial or Whole return of a product’s purchase price; due back to the buyer of product.

  • Refunded amount will be placed back on buyer’s original method of payment (exceptions could apply).
 

Exchange:  Return one kind of product, in order to acquire a similar or different kind of product.

  • Example: Product A was returned, and exchanged for Product B.
  • Applicable in some cases where Danlaw (seller) may have shipped incorrect product to buyer.
 

Replacement:  Return of one kind of product (suffering from issues or defects), in order to re-acquire a similar or equal kind of product (without issues or defects).

  • Applicable in some cases of Warranty, where the most appropriate method of restitution is Product Replacement of similar or equal value.
 

Manufacturing Defect:  Significant issues or errors in a product that impede normal product usage and/or aesthetics, arising from a Manufacturing Defect.

  • Defects could present themselves immediately, or could be delayed over time and only show themselves after an extended period of use.
  • Can range from external visual issues, internal electronic issues, or other obvious, provable, and repeatable issues.
  • If a product has a Manufacturing Defect concern, please contact Danlaw customer support immediately to report the issue.
 

Inoperative or Malfunctioning Product:  Significant issues or errors in a product that impede normal product usage and/or aesthetics, arising from unknown origins.

  • Not caused by User or Installation error.
  • Defects could present themselves immediately, or could be delayed over time and only show themselves after an extended period of use.
  • Can range from external visual issues, internal electronic issues, or other obvious, provable, and repeatable issues.
  • If a product is inoperative, behaving erratically or is deemed to be malfunctioning, please contact Danlaw customer support immediately to report the issue.