Cross-Border Returns & DOA Policy for Batteries in GCC: What to Put in Your Supplier Agreement

Introduction

Cross-border battery returns in the GCC are where “normal ecommerce returns thinking” breaks down. Batteries are small, high-volume, and often treated as commodity stock—until you hit your first wave of DOA (dead on arrival), leakage complaints, or performance disputes and discover nobody agreed on the rules.

If you buy batteries across GCC borders (UAE ↔ Oman/Kuwait/Bahrain/KSA/Qatar, etc.), your supplier agreement needs to do two jobs at once:

Resolve defects fast (so operations don’t stall)
Prevent reverse-logistics traps (customs, duties, carrier restrictions especially for lithium

Why battery returns are different in the GCC (and why “standard returns” fail)

Batteries create return friction for three reasons:

First, cross-border returns are not “just shipping back a product.” They are a new international movement with paperwork, clearance, and cost responsibility questions that must be decided (who books, who clears, who pays, and what Incoterm applies).

Second, batteries have “gray area” failures. A unit can be claimed DOA but might have been mishandled, stored in heat, installed incorrectly, mixed with old stock, or used in incompatible devices. If you don’t define evidence and testing rules, every claim becomes an argument.

Third, lithium is special. Many carriers and regulations restrict the movement of damaged/defective lithium batteries. DHL’s lithium battery guide states DHL will not accept cells/batteries identified as defective for safety reasons or that are damaged.
IATA guidance also addresses recalled/damaged/non-conforming lithium batteries under its dangerous goods framework, and certain lithium battery shipments are prohibited/restricted depending on configuration and mode.

That’s why your agreement must include an alternative resolution path for lithium defects—because “return it” may be operationally impossible.

Battery

Define the three return categories in your agreement (DOA, shipping damage, warranty failure)

Don’t call everything “returns.” In the contract, define three categories with separate rules:

DOA (Dead on Arrival)
Product fails on first use within a short, defined window after delivery/receiving, under normal installation and test procedure.

Shipping Damage
Product or packaging damage that occurred during transit (outer carton crushed, inner packs torn, leakage residue, water damage, etc.), supported by receiving photos and POD notes.

In-Warranty Failure
Product fails after being put into service within the stated warranty period, under normal use and storage.

If you want fewer disputes, also define what is not a valid return reason (examples: wrong SKU ordered, substitutions accepted previously, misuse, mixed batches, or storage outside agreed conditions).

This single section prevents 70% of the “we thought you meant…” conflict.

Set your DOA window and evidence rules (the fastest dispute reducer)

A DOA policy fails when the window is vague and evidence is optional.

DOA window (pick one that fits your operation)
Use a short window for B2B receiving environments. Many buyers choose 24–72 hours from delivery receiving because that matches receiving inspection reality. If you operate multi-site drops, you can define delivery-to-site + inspection window separately (for example: site has X days from receipt at site, but buyer must report within Y days from warehouse receipt).

Evidence pack (required for every DOA claim)
Keep it consistent and light, but mandatory:

photo of outer carton (all sides)
photo of inner packaging and SKU label
photo of batch/lot/expiry (if present)
short video showing the test procedure and failure outcome (for a sample, not necessarily every unit)

Testing and sampling rule for bulk cartons
This is how you stop “entire shipment is DOA” claims without testing:

Define a sampling method (example: test a fixed number of units per master carton or per shipment lot).
Define pass/fail thresholds that trigger full replacement vs partial credit.

You’re not trying to make buyers jump through hoops—you’re building a repeatable method that both sides trust.

Write an RMA workflow so returns don’t stall at customs

If you don’t define an RMA (Return Material Authorization) workflow, what happens is predictable: the buyer ships something back “to be helpful,” it arrives without the right documents, and it gets stuck—then everyone fights over storage fees.

Your agreement should include these parts:

RMA request format
Buyer submits a standard request containing: SKU, quantity, batch/lot, delivery date, issue category (DOA/damage/warranty), evidence pack, and preferred resolution (replacement/credit/refund).

RMA approval SLA
Supplier must respond within a defined time (for example: 2 business days) with approval, rejection (with reason), or request for additional evidence.

No RMA, no return
Make it explicit: returns shipped without an RMA number may be refused.

Disposition path
Your agreement should state what happens after approval: return shipment, replacement shipment, credit note timing, or local disposal/inspection (especially for lithium).

Cross-border logistics terms: decide who pays, who clears, and where risk transfers

This is where most GCC battery agreements are weak: they specify a replacement but don’t specify the logistics and customs responsibilities.

Start by anchoring your contract language to Incoterms. Trade.gov provides an overview of Incoterms 2020 terms including DAP/DDP rules (among others).

Replacement shipments should have a defined Incoterm
A simple rule is: “Replacement shipments use the same Incoterm as the original sale unless otherwise agreed in writing.”

DDP (Delivered Duty Paid) clarity
If you use DDP, the seller typically bears maximum responsibility—costs/risks to the named destination place and handles export + import clearance and duties/taxes.

DAP (Delivered at Place) clarity
DAP is commonly used when the seller delivers to a named place but the buyer manages import clearance and duties/taxes. A key operational point is that DAP does not require unloading from the arriving transport (unless you choose a term that includes unloading).

Reverse logistics must be explicitly defined
Returns are a new shipment. Your agreement must specify:

Who books and pays return freight
Who is exporter of record on the return
Who clears the return into the supplier’s country (if returned)
Who pays brokerage/storage if documents are missing

If you skip this, your DOA policy turns into a customs invoice problem.

The lithium reality: when you cannot return batteries the “normal way”

This is the section most supplier agreements completely miss.

Carrier restrictions on damaged/defective lithium
DHL’s lithium battery guide states DHL will not accept cells/batteries identified as defective for safety reasons or damaged (for safety risk).
IATA guidance includes discussion of recalled/damaged/non-conforming lithium batteries within its dangerous goods guidance and restrictions, and lithium shipments are subject to strict rules depending on classification and mode.

What this means contractually
For lithium items (or any battery type that can be treated as DG in your lane), your agreement must include an alternate resolution mechanism such as:

third-party inspection at buyer location
controlled, compliant return via an approved DG channel (only if feasible)
local safe disposal + credit memo (when return is prohibited)
replacement without physical return, subject to evidence pack and sampling results

If your agreement doesn’t include this, you can end up stuck with defective stock you can’t ship back, while the supplier refuses credit without physical return.

Choose resolution types: refund vs credit note vs replacement (and when each applies)

For cross-border procurement, refunds are often the slowest option because of payment reconciliation. Most professional agreements use a tiered approach:

DOA
Fast resolution: replacement shipment or credit note issued within a defined timeline.

Shipping damage
Resolution linked to receiving evidence and carrier claim workflow (outer carton photos + POD notes matter).

In-warranty failure
Replacement or credit based on defined warranty terms, with a clear “time in service” rule.

Also define whether you allow partial credit without return for low-value claims (to avoid wasting time and shipping costs that exceed the product value).

Customs and tax handling for returns: make it “no surprises”

Keep this practical and operational:

Return paperwork wording
Your return documents should state “Returned Goods / RMA ####” and reference the original invoice. Your agreement should assign who prepares and signs these documents (buyer vs supplier).

Broker pre-alert rule
Returns should not move until the broker confirms the document pack is acceptable.

Charge allocation
Define who pays:

broker fees
storage/demurrage caused by missing documents
inspection fees (if required)
re-export costs if the shipment is rejected

This prevents the classic fight where each side claims the other “caused the delay.”

Add a storage and handling clause to prevent false DOA claims

In GCC climates, battery performance disputes can be triggered by storage conditions. Even if you don’t want to prescribe exact warehouse specs, you should define reasonable obligations:

Buyer agrees to store batteries in accordance with manufacturer guidance and good warehouse practice (cool/dry, away from direct heat sources).
Buyer agrees not to mix lots/batches in a way that breaks traceability.
Buyer agrees not to use loose storage that risks short circuits or damaged packaging.

The goal is not to blame the buyer—it’s to avoid the supplier being forced to absorb failures caused by avoidable handling issues.

Copy-paste: Supplier agreement clause pack (GCC-ready)

You can paste this as a starting framework and tweak the numbers.

1) Definitions
DOA, Shipping Damage, In-Warranty Failure, Non-Returnable Reasons (misuse, wrong order, storage outside agreed conditions, mixed lot claims).

2) DOA window
Buyer must report DOA within __ hours/days of delivery receipt (or site receipt), with evidence pack.

3) Evidence pack
Outer carton photos, inner pack photos, SKU/label, batch/lot/expiry where applicable, and video of standardized test procedure for sampled units.

4) Sampling rule
Buyer tests __ units per master carton or __% of units per lot. If failure rate exceeds __%, supplier approves replacement/credit for the affected lot quantity.

5) RMA workflow and SLA
Buyer submits RMA request. Supplier responds within __ business days. No RMA = no return shipment.

6) Resolution timeline
For approved DOA: supplier issues replacement dispatch within __ days or credit note within __ days.

7) Reverse logistics responsibilities
Return freight booking/payer: __. Exporter of record: __. Import clearance responsibility at destination: __. Any storage/broker fees caused by missing documents are borne by __.

8) Incoterms for replacements
Replacement shipments follow Incoterm __ to named place __ (same as original sale unless agreed otherwise). DDP obligations follow Incoterms meaning (seller clears import/export and pays duties/taxes as applicable).

9) Lithium restriction clause
If batteries are classified as lithium and are damaged/defective (or safety risk), return by standard courier may be prohibited; parties agree to use alternate resolution: __ (inspection/disposal/credit/DG return). DHL and IATA guidance note damaged/defective lithium restrictions.

10) Dispute escalation
Named contacts + response times; disputes resolved using evidence pack + sampling rule as primary standard.

Copy-paste: GCC RMA request template (email/ERP form)

RMA Request – Batteries (Cross-Border)

Buyer company:
Delivery country/city:
Supplier name:
Original invoice / PO #:
Delivery date (POD):
Return category: DOA / Shipping Damage / Warranty Failure
Product details: SKU / size / chemistry / pack format
Batch/lot / expiry (if printed):
Quantity affected:
Quantity tested (sampling):
Failure rate (tested vs failed):
Failure description (1–2 lines):
Evidence links: photos + video
Preferred resolution: replacement / credit note / other
Return feasibility note (if lithium + damaged/defective): can item be shipped back via standard channel? (Y/N) If No, request alternate resolution.

How Sea Wonders can position this (B2B vs consumer clarity)

Sea Wonders publishes a consumer-facing return policy (useful as a baseline expectation), but cross-border B2B battery supply should still be governed by a separate supplier agreement with the DOA/RMA clauses above.
In your blog, you can reference the public policy as “retail baseline,” then explain why B2B cross-border supply requires a stricter, documented process (especially for lithium items and multi-site deliveries).

FAQs

What’s a reasonable DOA window for GCC B2B battery deliveries?

Many B2B buyers use a short inspection window aligned to receiving operations (often 24–72 hours) so claims are evidence-based and tied to a known lot before stock is distributed internally.

Should we always require physical return of defective batteries?

Not always. For lithium batteries, damaged/defective returns may be restricted by carriers and regulations, so you need alternate resolutions like inspection + credit or compliant DG return channels.

Do Incoterms apply to replacement shipments too?

They should—explicitly. Incoterms define delivery responsibility boundaries (e.g., DAP/DDP), and your contract should state what term applies to replacements so nobody argues later.

Under DDP, who handles duties/taxes and import clearance?

DDP places maximum responsibility on the seller, including export/import clearance and duties/taxes to the named destination place (as defined under Incoterms meaning).

Why do battery return disputes happen even when the supplier is “good”?

Because agreements often skip evidence rules and sampling. Without those, it’s hard to separate true DOA from handling/storage issues, mixed lots, or device compatibility problems so claims become opinion instead of process.

Conclusion

A GCC cross-border battery DOA policy isn’t a “returns page” it’s a dispute prevention system. Define the three return categories, lock a short DOA window, require a small evidence pack, enforce sampling, and write a real RMA workflow with SLAs. Then do the most important thing: treat reverse logistics as a new international shipment and explicitly assign who pays, who clears, and which Incoterm applies. Incoterm clarity matters (especially DDP responsibilities), and lithium requires an alternate resolution path because damaged/defective returns may be prohibited through standard channels.

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