Repair terms and conditions
1. Scope
These terms and conditions apply to orders placed with Akku New, Fernand Heinen, 111, Route de Mersch, L-7432 Gosseldange, Luxembourg, for the repair and cell replacement of existing battery packs. Custom-built new battery packs are agreed separately; we will inform you of the terms applicable to them in our quotation. We do not sell batteries or cells from stock.
2. Enquiry, quotation and order
Our initial assessment on the basis of photos and the information you provide is non-binding. We will state the binding price in a quotation before work begins. If costs arise for inspecting your battery, we will inform you of them in advance.
The contract is concluded when you accept our quotation. If we have discussed your order by telephone, we will confirm the quotation to you by e-mail; the contract is then only concluded when you accept the quotation in writing, for example by e-mail.
If, on opening the battery, it becomes apparent that additional work or parts are required, we will discuss this with you beforehand.
3. Drop-off and shipping
We accept batteries at our workshop by prior arrangement. Shipping is only possible by prior arrangement: lithium batteries are dangerous goods in transport – simplified rules apply up to 100 Wh, and the full regulations above that – and must be packed in accordance with our instructions. Batteries that are damaged, swollen or have become hot must not be shipped – in this case, please call us. Shipping costs are charged for regular return shipping. The costs and payment methods can be found under Shipping and payment. Statutory claims to the remedy of defects free of charge remain unaffected.
4. Removed cells
In the case of a cell replacement, we replace all cells. We do not return the removed cells; instead, we dispose of them properly via a collection point for waste batteries. General information can be found under Battery disposal.
5. Capacity upgrade
An upgrade to cells with a higher capacity is only carried out at your request and only insofar as the housing, the electronics (BMS) and the charger permit this following our inspection. Range or running time also depends on the device, usage and temperature. Please note that a capacity upgrade may affect any manufacturer’s guarantee still in force for your battery or device.
6. Warranty
The statutory warranty applies: we are liable for the new parts fitted and for the work carried out for two years from the return of the battery. If a defect becomes apparent within the first year, it is presumed to have existed at the time of return. The remedy is free of charge for you, including the shipping costs. We do not provide any additional voluntary guarantee; guarantee commitments already given remain unaffected. If anything is not in order after the repair, please contact us directly by telephone on +352 2733 8396 or by e-mail to [email protected]. Details can be found under Statutory warranty.
7. Notes on use
Please charge the battery with a suitable charger, avoid deep discharge, short circuits, impacts, moisture and extreme heat and cold, and do not open or modify the battery. The device manufacturer’s instructions continue to apply.
8. Withdrawal and liability
If you conclude the contract as a consumer exclusively by telephone, e-mail or letter, you have a statutory right of withdrawal. The details and the model withdrawal form can be found in the information on the right of withdrawal; you will also receive this information with our quotation. We are liable in accordance with the statutory provisions. Mandatory consumer rights remain unaffected.
9. Dispute resolution and applicable law
Luxembourg law applies. Consumers additionally benefit from the mandatory protective provisions of the country in which they have their habitual residence. In the event of disputes, consumers may contact the Service national du Médiateur de la consommation (6, rue du Palais de Justice, L-1841 Luxembourg, www.mediateurconsommation.lu).
Last updated: October 2026