3-Year Warranty
1. Scope of the Warranty
We provide a warranty for all products on the website depow.com.au.
Warranty Period: The warranty is 36 months and starts from the date of product installation.
2. Repair Service
2.1 Repair Policy
The date when the issue is reported is decisive. If the product is under warranty, you can ask dé to repair your product if it is not working correctly.
2.2 Required Items for Repair Service
- Provide a valid proof of purchase, receipt, or order number for the warranty service.
- Image or video showing the product malfunction with the serial number.
- If the product was shipped and damaged by dé couriers, proof of damage is required.
- The delivery address for the repair will be the same as the delivery address used for the purchase. Any change in the delivery address must be communicated in advance with full address details.
2.3 Warranty Repair Service Will Not Be Provided in the Following Cases:
- The repair is requested after the warranty period has expired.
- The damage is determined to be caused by non-manufacturing factors, including but not limited to user error.
- Valid proof of purchase, receipts, or invoices are not provided, or it is suspected they have been forged or manipulated.
- Necessary information such as the model name, serial number, image or video showing the product malfunction with serial number is not provided.
- Reporting occurs later than (the date of receiving the dé product + product warranty period) or after the end of the product warranty period.
- The purchase date is later than the product warranty period.
- The date when the customer reports the issue to dé is more than 30 calendar days after the actual occurrence of the issue.
- The product was not returned to dé within 15 calendar days after confirmation of the warranty repair by dé.
- Any malfunction or damage to the product was caused by impact, burn, or unauthorized use or modification of the product, including exposure to moisture, foreign objects (water, oil, sand, etc.), or improper installation or handling.
- The product was found to be free of defects after conducting reasonable tests by dé or an authorized repair center.
- Damage caused by unauthorized modifications, disassembly, or opening of the case without following the official instructions or manuals.
- Damage caused by the customer mounting accessories without following the official instructions or manuals.
- Damage caused by unauthorized modification of the circuit, misalignment, or misuse of the product.
- Evidence of tampering or modification of product labels, serial numbers, water damage markings, etc.
- Damage caused by uncontrollable external factors such as fire, flood, strong winds, lightning, or traffic accidents.
- Products or components with altered or removed labeling tags.
- Damage caused by reliability and compatibility issues when used with third-party components that are not approved or certified by dé product parameters.
- No proof of shipping damage from the carrier is available.
- Other circumstances not listed in this policy, for which dé has sufficient evidence to reject the claim.
2.4 Shipping Costs for Repair
dé provides shipping labels and covers all shipping costs for the customer during the warranty service, provided the dé shipping service is used. Damages caused by incorrect information will be borne by the customer.
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 Paid Repair Offer Criteria
In cases not covered by the warranty repair service, a paid repair is required. Reasonable costs will be charged in the following categories:
- Replacement part costs: The same part replaced in different repair cases may be charged differently depending on phase or manufacturing costs. The repair center only offers module-level repairs, not electronic component-level repairs, so estimates are typically based on defective assemblies.
- Labor costs: Repairs are calculated based on the labor involved, which varies depending on the type of repair.
- Shipping costs: Repairs or replacement products must comply with the shipping policy.
3. Replacement Service
3.1 Replacement Policy
The date when the issue is reported is decisive. Replacements apply to orders placed through official or authorized channels in the EU region; you can request a replacement within 30 days after receiving the product. The warranty period for the replacement corresponds to the remaining warranty period of the original product.
3.2 Return and Replacement Process
If you have received your product and it has been with us for less than 30 calendar days, you can contact official customer support: support@depow.com
Our customer service team will determine if your order is eligible for a return. After confirming that your order is eligible for a return, you will be issued an RMA (Return Material Authorization) certificate and a prepaid return label (the label will be provided by the customer service team). You will also receive instructions on how to properly package the product for safe return. Do not send the product until you have received the correct shipping instructions. You must clearly mark the packaging with the RMA number and include proof of purchase with the product. Please do not return items without RMA confirmation from the dé customer service team. Returns without confirmation will not be processed.
3.3 Requirements for Replacement Items
- The product and all accessories are not artificially damaged;
- All accessories and replacement parts must be returned with the main product to the original source;
- Parts and accessories must be securely packed to ensure their integrity and prevent shipping damage.
3.4 Standards for Replacement Service
You can request a replacement service under the following conditions:
- For products shipped through dé and authorized channels, there is a shipping damage certificate from the carrier;
- The product does not match the original product description in one or more significant aspects;
- The product has a manufacturing defect.
3.5 Items Required for Replacement Service
- Including but not limited to: serial number of the outer packaging, proof of purchase, photo or video evidence of the fault, etc.
- Video footage of product issues not caused by human factors (the serial number of the product must be recorded, and the outer packaging must not be damaged).
- If the product was shipped by a dé courier and damaged, proof of the damage is required.
- The replacement delivery address will be considered the delivery address of the purchase, and you must provide full address details in advance if the delivery address changes.
3.6 Shipping Costs for Replacement Deliveries
If you buy from depow.com.au, dé provides you with a shipping label and covers all shipping costs for you during the customer service process, provided you use dé shipping services. Losses caused by incorrect information will be at your expense.
If you bought from an authorized dé dealer, you may need to bear the shipping costs for returning the product to the dealer. Please contact your seller regarding shipping costs.
3.7 Replacement Service Will Not Be Provided in the Following Cases:
- The product was returned without confirmation from the dé customer service.
- The received product was not returned to dé within 15 business days after confirmation of the replacement by dé.
- No valid proof of purchase, receipt, or invoice was provided, or there is reason to believe these were forged or manipulated.
- A product sent to dé for replacement does not contain all original parts, accessories, and packaging or contains products damaged by user error.
- The product has been found to be free of defects after conducting reasonable tests by dé and authorized repair workshops.
- A failure or damage to the product was caused by impact, burns, or unauthorized use or modification of the product, including exposure to moisture, the entry of foreign objects (water, oil, sand, etc.), or improper installation or handling.
- There is evidence of tampering or modification with product labels, serial numbers, water damage markings, etc.
- The damage was caused by external factors beyond our control, such as fire, flood, strong winds, lightning, or traffic accidents.
- Damage caused by reliability and compatibility issues when used with third-party components not approved or certified by dé product parameters.
- The product does not meet the replacement requirements and will not be eligible for exchange.