Return & Refund

1. Cancellation

Within 24 hours of placing an order on depow.com, customers can send an email to team@depow.com to request a full refund.

Please note that we will charge a transaction fee if you request a refund 24 hours after placing your order and before delivery.

Orders cannot be cancelled more than 30 days after shipment.

If the product is out of stock or if the address you provided is incomplete or incorrect, we will contact you by email. If we do not receive a response within 15 days, we will automatically cancel the order and refund you the purchase price.

2. Return policy

2.1 Defective Returns

For the purposes of this policy, "defective return" means that the customer(s) may request a return if the product is faulty for reasons that are not personal. For faulty products, you will receive a full refund/free replacement. Please contact dépow support at team@depow.com, provide proof of purchase* and describe the fault to initiate the return process.

* Valid proof of purchase:

• An order number assigned via depow.com;
• A sales invoice or order confirmation via email that clearly states the product description, price and distribution channel.

2.2 Unconditional right of return

a. Applicable channel:
The unconditional return policy only applies to orders placed on depow.com in AU; customers can request a return within 30 days of receiving the product.

b. Inapplicable channel:
dépow does not accept unconditional returns for products purchased through other channels. Please contact the channel through which you purchased the product first;

c. Costs for unconditional return:
For returns of depow.com orders, we will charge a transaction fee + shipping costs if the product is in good condition.

3. Shipping costs

The rules for reimbursement of return costs are as follows:

• For defective returns - In this case, the shipping costs are borne by dépow
• For unconditional returns - In this case, the shipping costs are at the customer's expense.

Return costs may vary depending on the weight, volume and location of your product.

4. Return procedure

(1) If you have received your product and it is less than 30 calendar days old, you can contact official customer support: team@depow.com.

(2) Our customer service team will determine if your order is eligible for return. After confirming that your order is eligible for return, you will receive a Return Material Authorization (RMA) number and a prepaid return label (the label will be determined by the customer service team). You will also receive 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 mark the packaging with the RMA number and include proof of the date of purchase with the product.

(3) Please do not return any products without RMA confirmation from dépow customer service group. Refunds for unconfirmed returns will not be processed.

(4) There are 3 ways to process returns after the return, depending on the customer's requirements and circumstances:

• Refund; (Please read our refund policy for details)
• Repair after fault checking; (For details, please see our Warranty Policy)
• Replacement of the product; (For details, see our Warranty Policy)

5. Refund Period

(1) Refund period for cancelled orders: 7 working days for a full refund

(2) Refund period for returns: Once dépow receives your refund request, we will refund your product within 14 business days of receipt. You will be notified via email once your refund has been processed. If you have not received your refund after 14 business days, please contact team@depow.com;

(3) Return and replacement: Once dépow receives your product replacement request, we will send you a replacement within 7 working days of receiving the product. If dépow has sufficient stock, you will be notified by email with logistics information.Refund period for canceled orders: 7 working days for a full refund

6. Return service is not available in the following cases:

• For products that were sold, the case report date is more than 30 calendar days after the date the product was sold to you.
• The product is returned without confirmation from the dépow customer service team.
• Products are not returned to dépow within 15 working days of dépow confirming the return.
• Failure to provide legitimate proof of purchase, receipt or invoice, or where there are reasonable grounds to suspect they have been forged or altered.
• Products returned to dépow do not contain all original parts, accessories and packaging, or contain products that have been damaged due to user error.
• After all appropriate testing by dépow and a dépow authorized repair facility, this product has been found to be non-defective.
• Product failure or damage is caused by impact, burns, or unauthorized use or modification of the product, including exposure to moisture, ingress of foreign matter (water, oil, sand, etc.), or improper installation or handling.
• Product labels, serial numbers, watermarks, etc. show signs of being tampered with or altered.
• The damage was caused by external factors beyond control, such as fire, flood, strong wind, lightning or traffic accidents.
• There is no proof of transport damage issued by the freight forwarder.
• 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.
• The product is found not to be eligible for return upon inspection.