HEADWAY HEADQUARTERS, LLC offers and abides by the following Policies:

Our policy is that we do not share our customer information with anyone outside our company. We use it to provide customer service and accurately ship your order. So please be sure the information you provide is accurate, or your order may be delayed.

Contact Information:

If you can't find the information you desire here, email  patricia@headway-headquarters.com and we will find a solution.

Paying for your Order:

We accept all of the following:

• Credit Cards - VISA, MasterCard, Discover, American Express and PayPal.
• Checks - We will accept your personal or company check, but it must clear the bank before we ship your order. We can also process your check electronically by completing an authorization submission form.
• Schools - We encourage the teaching of the advantages of vehicles and projects powered by renewable energy.  Many schools use Purchase Orders to order. We must have an actual copy of the PO emailed to patricia@headway-headquarters.com prior to processing your order. (Use of PO's will only secure your order, orders will not be shipped until payment in full is received)
• Wire Transfers - Larger orders from outside the US may be required to use Wire Transfer instead of credit card. In that case the wire transfer information would be sent directly to the purchaser, and the shipment would be made as soon as funds arrived in our bank account, There is a $25.00 processing fee added to the order.
• All currency shown on our site is in USD.
  

If you prefer, you can place your order online and call us with the credit card information.

You can also place your order by calling us direct at (425) 221-0199.

Note: Orders without payment information are not processed until payment information is received.

Shipping:

We are a certified lithium cell and battery shipper in compliance with 49 CFR 172, IATA, and IMDG training requirements.

Our standard courier for orders shipped in the United States and for cells is UPS. International orders and orders for small product(s) we primarily use USPS Priority Mail.  Other couriers are available, simply contact us for additional information.   All products are packed by hand with extra cushioning to prevent damage, short circuiting, and anti-static packaging materials where necessary. 

Shipping charges are based on weight and size. Delivery is to your door.

We try to ship product the same day we receive the order (excluding weekends and US holidays).  However, sometimes this is not possible. If we are out of stock for more than two days, we'll notify you by email.

We try to provide a tracking number whenever possible.

If your order is sent by mail, there will be no tracking for priority, but there will be tracking for express mail.

If you wish to pick up your order at our office in Issaquah, Washington, please call us in advance and we would be happy to have you stop by to pick-up your purchase.

There is no sales tax for our customers outside of Washington State.

Special Orders are non-refundable. You may return the product for a store credit only.

International Shipping: Customs

You may be subject to import duties and taxes which are levied once your order reaches your country. You are responsible for charges on customs clearance. We have no control over these charges and cannot predict what they may be.

Your product will be shipped as "merchandise" and cannot be shipped as a gift or for a lower price than you actually paid.

Customs policies differ from country to country - contact your local customs office for further information. Also, when ordering, you are considered the importer, and must comply with all laws and regulations of the country in which you receive the goods.

Back Orders:

If we do not have your entire order in stock, and will not have it within one day, you can request to have a partial shipment sent. We do not ship partial shipments without your authorization.

Damaged Goods:

We make every effort to prevent shipping damage, however on rare occasions, "stuff" happens. So, for your protection, please do not sign for merchandise until you inspect for damage. If there appears to be shipping damage, you need to keep the original shipping carton and packing materials, contact the carrier and us. If the merchandise is damaged, we will reship your order when possible.

Returns:

We at Headway-Headquarters, LLC work hard to provide our customers with the highest quality, cost effective merchandise available along with a great online shopping experience. If you are not completely satisfied with your item, you may return it for a refund, exchange, or store credit. Returned items for refund must be unused, in their original condition and in their original packaging.  There will be a 15% restocking fee for inspection and any repackaging that may be necessary for all non-defective product(s).

Email us within 7 days/1 week of receipt of the product(s) and we will issue you a Return Authorization, which is valid for 10 business days from date of issue. Upon receipt of your approved return, Headway-Headquarters will either issue a refund for the purchase price of your item(s) to the credit card used for your purchase, or ship the item you selected in exchange. Please note that shipping fees will not be refunded by Headway-Headquarters and all shipping charges are the customer's responsibility. We encourage you to send all returns via insured mail for protection against loss or damage.  Damages that occur during shipping are the responsibility of the customer returning the product(s) and will be deducted from any refund due. 

All of our products are quality checked prior to shipping, but if you have purchased one of our products which appears to have a problem, please contact us.  In most situations, we will be able to help with your problem with technical assistance without you needing to send anything back.

If we cannot solve your problem with an email, we will issue a Return Authorization to you which is valid for 10 business days from date of issue.

If you return an item and it is received by Headway-Headquarters, LLC after the 10 business day window, without a Returned Authorization, and/or Headway-Headquarters suspects an item has been used or abused, the merchandise will be shipped back to you at your expense and no refund, exchange or store credit will be issued.

If the product is returned due to it being defective, Headway-Headquarters will only provide an exchange of the same product type originally purchased.  Cells must be shipped back and tested at Headway-Headquarters, LLC and we will provide you with the test results.  Cells will only be considered for replacement or store credit if some type of individual cell monitoring system is in place for charge and discharge. ie BMS, PCM, CellLog etc.  Using cells without some type of monitoring system is like using the internet without any anti-virus protection!!!

Canceling your order

If you place an order and than later decide to cancel after your credit card has been processed and your package has been prepared for shipment, there will be a restocking fee of 10% deducted from the amount we credit back to you.

Feel secure in your decision before making a purchase, compare not only price but warranties offered.

• Our cells all come with a 12 month/1 year warranty from date of shipping against defects in quality. 
  

• Our PCM products all come with a 12 month/1 year warranty from date of shipping against defects in quality.

• Our battery chargers all come with a 6 month warranty from date of shipping.

• All accessories we offer come with a 6 month warranty from date of shipping against defects in quality.

• We guarantee our custom built battery packs with a 12 month/1 year warranty against defects in quality.
• If a product is discontinued or is no longer being carried by Headway-Headquarters, LLC prior to the end of the warranty period, Headway-Headquarters, LLC reserves the right to replace the defective product with current product inventory.
  

Technical Support:

If you need help with additional information on our items, please contact patricia@headway-headquarters.com.

Satisfaction Guarantee:

We will do our best to see that you are satisfied with our products and our service. Your feedback will help us improve. Please let us know what we're doing right and wrong.

If a product purchased from us proves to be defective, we will be responsible for its repair or replacement, if possible.