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, without giving any reason. 

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.

Return of Products

To keep things smooth and fast:

  • Returned products should be unused, undamaged, and in their original packaging.
  • Please send the item back within 14 days after informing us of your withdrawal.
  • You will be liable for any diminished value of the product if it is returned damaged, soiled, incomplete, or otherwise in an unsellable condition. In such a case, the refund may be reduced by an amount corresponding to the loss of value of that Product.

Return Shipping Costs:

  • For non-quality-related returns, you are responsible for the shipping cost (including all costs associated with shipping and returning the goods).
  • For returns due to product defects or our shipping errors, we will cover all return and reshipping costs.

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：

  • These products still benefit from the 14-day right of withdrawal.
  • Return shipping may require special freight transport and can be more expensive than standard parcel returns.
  • 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 matters to us.

All products (excluding gift cards) are covered by a legal guarantee of conformity for a minimum period of 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 replacement free of charge, or
  • where legally permissible, request a price reduction or terminate the contract and receive a full refund.
  • All costs incurred in resolving the quality issue (including shipping costs) will be borne by us.

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