Refund policy
Overview
We want you to feel confident when shopping with us. This policy explains when and how you can return a product, request a refund, or receive after-sales support.
Pre-Order Products
Pre-order products are not immediately available for shipment. The estimated shipping timeframe will be displayed on the product page. Please note that this timeframe is an estimate and may be subject to change due to production, logistics, or other unforeseen circumstances.
You may cancel your pre-order and request a full refund at any time before the order has been shipped, regardless of the original purchase date.
Once the order has been shipped and a tracking number has been issued, the order will be treated as a normal order and will be subject to the standard refund policy below, including the 14-day right of withdrawal.
If you need to update your shipping address for a pre-order, please contact us before the order has been shipped. Once the order has been shipped, we may not be able to modify the delivery address.
While we strive to ship pre-order items within the estimated timeframe, delays may occasionally occur. If this happens, we will notify you and provide updated shipping information.
Right of Withdrawal
If you change your mind, you may withdraw from your purchase within 14 days of receiving your order.
To exercise this right, simply contact us by email and clearly state that you wish to withdraw from your order.
Gift cards are non-refundable and not subject to the 14-day right of withdrawal, except where required by mandatory law.
Specific return criteria and shipping cost liabilities are detailed in the following Return of Products section.
Return of Products
To keep things smooth and fast:
1. For Customers in the European Union
All returns under the EU statutory withdrawal right must comply with the following rules:
- Returned items must be unused, undamaged, and returned with complete original packaging and all original accessories. If the original packaging is missing, we will deduct a depreciation fee equivalent to 15% of the product value from your refund.
- You must send the goods back to us within 14 days after you notify us of your withdrawal request.
- If the returned product is damaged, stained, incomplete or in any other unsellable condition, you will be liable for the resulting loss of product value. The amount deducted from your refund will match the depreciation loss of the item.
Return Shipping Costs for EU Customers
- For returns unrelated to product quality issues: You are responsible for all return shipping expenses; we will cover the original outbound delivery cost.
- For returns caused by product defects or our shipping mistakes: We will bear all return and re-delivery shipping fees.
Diminished Value Deduction Scale
If the product is handled beyond reasonable inspection, the below maximum depreciation charges will apply based on the actual condition upon receipt:
- Powered on, grid-connected or fully installed for operation: Up to 15% depreciation deduction
- Scratches, stains, dents or physical damage on the unit: Up to 20% depreciation deduction
- Missing user manual, original parts or full set of accessories: Up to 15% depreciation deduction
- Unauthorized modification, firmware alteration, wire stripping, heavy cosmetic wear or any condition preventing resale as brand-new: Up to 20% depreciation deduction
The final deduction amount will match the actual loss of resale value of the product. Multiple damage conditions may be combined, and total deduction will not exceed the full product value.
2. For Customers in Australia
The Australian Consumer Law does not grant consumers a statutory unconditional cooling-off period for returns solely due to a change of mind. However, we voluntarily offer a 14-day return window subject to the following strict conditions:
- Return requests must be submitted within 14 days after you receive your order.
- Products must remain completely unused and undamaged, and be returned complete with all original packaging and full sets of intact accessories.
- You shall bear all round-trip shipping fees incurred for returning the goods.
Any return application will be rejected if the original packaging or any original accessories are missing, or if the product has been used.
Gift cards are non-refundable and excluded from this voluntary 14-day return offer, except where refunds are mandated by Australian mandatory law.
Return Shipping Costs for Australian Customers
For voluntary change-of-mind returns within 14 days: You shall cover all round-trip shipping costs.
For returns caused by product defects or our delivery errors: We will cover all return and re-delivery shipping expenses.
How and When You Will Receive Your Refund
We will review and process your return and refund request as soon as possible, typically within 48 hours.
Once approved, the refund will be issued using the original payment method within 14 days.
We may withhold the refund until we have received the returned goods or proof of return.
Refunds are always made using your original payment method, unless we agree otherwise.
Late or Missing Refunds
If you haven’t received your refund yet:
1.Please check your bank account again.
2.Then contact your credit card company, as posting times may vary.
3.Next, contact your bank, as processing times can differ.
If the issue persists，please contact us and we will be happy to assist.
Energy Storage Systems (ESS) & Battery Products
Some of our products—such as balcony energy storage systems, batteries, and ESS expansion packs—are larger and heavier than standard accessories.
This means：
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These products still benefit from the 14-day right of withdrawal.
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Return shipping may require special freight transport and can be more expensive than standard parcel returns.
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Before arranging any return, we will clearly inform you of the actual return cost.
If the product is defective or not as described, we take care of everything, including transport costs.
Defective Products & Your Legal Guarantee
Quality is of vital importance to us.
All products (excluding gift cards) are covered by a statutory quality guarantee of at least 2 years from the date of delivery.
If the product is defective or does not conform to the contract, you are legally entitled to:
- request a free replacement or a full refund within 14 calendar days upon delivery, or
- request free repair after the 14-day period; a free replacement will be provided if repair is not feasible.
- All shipping costs incurred in resolving the quality issue will be borne by us.We shall not be liable for any customs clearance fees arising from international transportation.
Exchanges
To keep the process simple, we offer exchanges only for products that are defective, damaged, or incorrectly delivered.
Please contact us before returning any item so we can assist you quickly.
Need Help? Contact Us
We’re here to help and happy to assist you at any step.
For returns, withdrawals, or after-sales support, please contact:
Email: Onlineshopservice@deye.com.cn
