3-year warranty
1. Warranty coverage
We provide a guarantee for all products on the website depow.com.
Warranty Period: The warranty period is 36 months, starting from the date of product receipt.
2. Repair service
2.1 Repair policy
The date on which the case was reported is decisive. If the product is under warranty, you can ask dépow to repair your product if it is not working properly.
2.2 Required items for the repair service
- Provide a valid proof of purchase, receipt or order number for warranty service.
- Picture or video of the product malfunction with serial number.
- If the product was shipped by a dépow carrier and was damaged, proof of damage will be required.
- The delivery address for the repair will be used as the delivery address for the purchase. If the delivery address changes, the full address details must be communicated in advance.
2.3 The following situations are not covered by the warranty:
- Request repair after warranty period expires.
- It is determined that the damage was caused by non-manufacturing factors, including but not limited to user error.
- Legitimate proof of purchase, receipts or invoices are not presented or are suspected of being forged or tampered with.
- Provide necessary information such as model name, serial number, picture or video with serial number of the product malfunction.
- Notification later than (date of receipt of the dépow product + product warranty period) or notification later than the end of the product warranty period.
- The purchase date is later than the product warranty period.
- The date on which the Customer reports the Case to dépow is more than 30 calendar days after the actual time the Case occurred.
- The product is not returned to dépow within 15 calendar days of dépow confirming the warranty repair.
- Any malfunction or damage to the product was caused by dropping, burning or unauthorized use or modification of the product, including exposure to moisture, ingress of foreign objects (water, oil, sand, etc.) or improper installation or operation.
- After all appropriate testing by dépow or a dépow authorized repair center, this product has been found not to be defective.
- Damage caused by unauthorized modification, disassembly or opening of the case without following the official instructions or manuals.
- Damage caused by the customer not installing the accessory in accordance with official instructions or manuals.
- Damage caused by unauthorized alteration of the circuit, mismatch or misuse of the product.
- Signs of tampering or alteration of product labels, serial numbers, watermarks, etc.
- Damage caused by uncontrollable external influences such as fire, flooding, strong wind, lightning or traffic accidents.
- Products or components whose labels have been altered or removed.
- Damage caused by reliability and compatibility issues when used as input or load with third-party components that are not approved by dépow product parameters or certified by dépow.
- Proof of transport damage issued by the carrier is not available.
- Other circumstances not listed in this policy but for which dépow has sufficient evidence to refuse.
2.4 Shipping costs for repair
dépow will provide shipping labels and will cover all shipping costs for the customer during the warranty service period if the dépow shipping service is used. Any damage caused by incorrect information will be at the customer's expense.
2.5 Paid repair
A paid repair is required for conditions not covered by the warranty repair service.
- The product is out of warranty.
- Any conditions not covered by the warranty repair service.
2.6 Price quotation standard for paid repairs
In cases not covered by the warranty repair service, a paid repair is required. Reasonable costs will be charged in the following categories:
- Spare part costs: The same part replaced in different repair cases may be priced differently depending on the phase or manufacturing cost. The repair center only offers repairs at the module level, not at the electronic component level, so the cost estimates are usually based on defective assemblies.
- Labor: Repairs are charged according to labor, which typically varies depending on the type of repair.
- Transportation Costs: Repairs or replacement products must comply with the Shipping Policy depending on the repair or replacement conditions.
3. Replacement service
3.1 Replacement policy
The date the case was reported is the relevant date. The replacement is applicable to orders placed in the AU region through official or authorized channels; you can request a replacement within 30 days of receiving the product. The warranty period for the replacement is the same as the remaining warranty period of the original product.
3.2 Return and Replacement procedures
If you have received your product and it has been less than 30 calendar days since we received it, you can contact official customer support: team@depow.com
Our customer service team will determine if your order is eligible for return. After confirming that your order is eligible for return, you will be issued a Return Material Authorization (RMA) certificate and provided with a prepaid return label (the label will be determined by the customer service team). You will also be given instructions on how to properly package the product for a safe return. Do not ship the product until you have received the correct safety instructions for shipping the product. You must clearly label the packaging with the RMA number and include proof of purchase date with the product. Please do not return any items without RMA confirmation from the dépow customer service team. No replacement will be made for returns without confirmation.
3.3 Requirements for replacement items
- The product and all accessories are not artificially damaged;
- All accessories and spare parts must be returned to the original source together with the main product;
- Parts and accessories must be securely packaged to ensure their integrity and avoid damage during transport.
3.4 Exchange service standards
You can request an exchange service in any of the following conditions:
- For products shipped via dépow and authorized channels, a carrier's certificate of transport damage is available;
- The product does not correspond to the original product description in one or more material respects;
- The product has a manufacturing defect.
3.5 Items required for the exchange service
- Including but not limited to: serial number of outer packaging, proof of purchase, photo or video evidence of the defect, etc.
- Video recordings of product problems not caused by human factors (the product serial number must be recorded and the outer packaging must not be damaged).
- If the product was shipped by a dépow carrier and is damaged, proof of damage is required.
- The replacement shipping address will be considered the shipping address of the purchase, and you must provide complete address information in advance if the shipping address changes.
3.6 Exchange shipping cost
When you purchase from depow.com, dépow will provide you with a shipping label and will cover all shipping costs for you during the after-sales service if you provide shipping services to dépow. Any losses caused by incorrect information will be at your expense.
If you purchased from an authorized dépow retailer, you may be responsible for shipping costs to return the product to the retailer. Please contact your seller for shipping costs.
3.7 No compensation shall be paid in any of the following circumstances:
- The product was returned without confirmation by dépow customer service.
- The product received was not returned to dépow within 15 working days after dépow confirmed the replacement.
- Failure to provide legitimate proof of purchase, receipt or invoice, or reason to believe they have been forged or altered.
- A product sent to dépow for replacement does not contain all original parts, accessories and packaging or contains products that have been damaged due to user error.
- The product has been found to be free from defects after all appropriate tests have been carried out by dépow and its authorized repair centers.
- Failure or damage to the product was caused by impact, burns, or unauthorized use or modification of the product, including exposure to moisture, ingress of foreign objects (water, oil, sand, etc.) or improper installation or handling.
- Product labels, serial numbers, watermarks, etc. show signs of tampering or alteration.
- The damage was caused by external factors beyond control, such as fire, flood, strong wind, lightning or traffic accidents.
- Damage caused by reliability and compatibility issues when used as input or load with third-party components that are not approved by dépow product parameters or certified by dépow.
- After testing, the product does not meet the replacement requirements and will not be considered for exchange.
