Right of Withdrawal

1. Cancellation

1.1 Refund Only

Within 24 hours, customers may send an email to support@depow.com to request a full refund after placing an order on depow.com.au.

Please note that orders placed more than 24 hours after payment, or orders that have already been shipped, cannot be cancelled. In this case, you will need to follow the return and refund process after receiving the goods.

1.2 Returns and Refunds

You may request a return and refund within 30 days of receiving the product.

(1)Quality Issues & Defective Items:

If the return is due to product defects* or transit damage, we will provide free return, exchange, or full refund services. Please contact our customer service team by email at support@depow.com, providing proof of purchase* and a description of the defect. Return shipping costs will be covered by depow.com.au.

(2)Buyer’s Remorse / Change of Mind:

If you wish to return an item due to a change of mind or personal preference (unopened/unused and in original condition), we fully accept your return within 30 days. In this case, you will need to return the item yourself at your local post office.

(3)Exceptions / Non-refundable Conditions:

We cannot accept returns or refunds for products that have been damaged due to misuse, unauthorized modifications, or improper handling by the customer.

*Defective return: A product defect caused by reasons beyond the customer’s control.

*Valid proof of purchase:

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

Note: For returns and refunds of products purchased through other channels, we recommend that you first contact the customer service team of the relevant platform. If you cannot find the appropriate customer support representative, we can assign a dedicated advisor to assist you.

2. Return and Replacement Process

(1) Once you have received your product and it has been less than 30 days, you may contact our official customer support at: support@depow.com.

(2) Our customer service team will determine whether your order is eligible for return. Once your order has been confirmed as eligible, you will receive an RMA number (Return Merchandise Authorization) and a return label, which will be provided by our customer service team. You will also receive instructions on how to properly package the product for safe return. Please do not send the product back until you have received the correct return shipping instructions. You must clearly mark the package with the RMA number.

(3) Return address: For privacy reasons, we do not disclose our warehouse address directly. You can obtain a return label by contacting support@depow.com. The return address will be shown on the label.

(4) Please do not return any products without RMA confirmation from the depow.com.au customer service team. Returns without RMA confirmation will not be processed.

(5) There are 3 ways to process returns after the product has been returned, depending on the customer’s request and the circumstances:

• Refund; please refer to our refund policy for details.
• Repair after defect verification; for more details, please refer to our Warranty Policy.
• Product replacement; for more details, please refer to our Warranty Policy.

(6) Product replacement: In the case of a replacement due to a manufacturing defect, depow.com.au will cover all shipping costs. For replacements without a valid reason, such as buyer’s remorse, a change of mind,changing the cable length or exchanging for another product without any defect, you will need to return the item yourself at your local post office.

3. Refund Timelines

(1) Processing time for order cancellations: Refunds will be processed within 1 business day;

(2) Refund timeline for returns: Please provide us with the tracking number after shipping your return. depow.com.au will process your refund within 1 business day after receiving the tracking number. You will receive a confirmation email once the refund has been completed;

(3) This timeline only refers to processing by our team; the funds should appear in your account within 7 business days. If you have not received your refund after 7 business days, please contact support@depow.com;

(4) Return and replacement: Please provide us with the tracking number after shipping the product. Once depow.com.au receives the tracking number, we will ship the replacement item within 1 business day. If depow.com.au has sufficient stock, we will send you the shipping information by email.

4. No return service will be granted under the following circumstances:

• The product was returned without confirmation from the depow.com.au customer service team.
• The product was not returned within 15 business days after return confirmation by depow.com.au.
• No valid proof of purchase, invoice, or receipt has been provided, or there is reason to believe that these documents have been forged or manipulated.
• The returned product does not contain all original parts, accessories, and packaging, or it has been damaged due to user error.
• The product has been tested by depow.com.au and an authorized repair centre and has been found to be free from defects.
• The product failure or damage was caused by impact, burns, or unauthorized use or modification of the product, including exposure to moisture, intrusion of foreign objects such as water, oil, sand, etc., or improper installation or handling.
• There are signs of tampering with or alteration of product labels, serial numbers, water damage marks, etc.
• The damage was caused by external factors beyond our control, such as fire, flooding, strong winds, lightning, or traffic accidents.
• No proof of transport damage issued by the carrier has been provided.
• The damage was caused by reliability or compatibility issues when using inputs or loads with third-party components that are not approved or certified according to depow.com.au product parameters.
• The product does not meet the return requirements after inspection.