Overview

We will process your return and refund request within 48 hours. Refunds will be returned to your bank account via the original payment method within 7-15 days after approval.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Return & Refund Policy (EU Compliance)
1. 14-Day Right of Withdrawal (Standard Products)

In accordance with Directive 2011/83/EU, consumers have the right to withdraw from the purchase within 14 days after delivery without giving any reason.

The merchant refunds all payments received, including the initial delivery costs.

The customer bears the cost of return shipping, unless the product is defective or incorrectly delivered.

2. Special Terms for Large Photovoltaic Products

Due to their size, weight, and special transport requirements, certain photovoltaic products (such as batteries, solar panels, and inverters) are excluded from the standard 14-day right of withdrawal, as they cannot be returned by normal postal means (Directive 2011/83/EU, Art. 16(e)).

Therefore:

These large or pallet-shipped items are not eligible for standard no-reason returns.

If a return is exceptionally approved, the buyer shall bear the actual transport costs for both outbound and return shipment (e.g. approx. €120 for Germany ↔ Portugal).

In cases of defect or wrong delivery, the seller covers all costs and issues a full refund.

The revocation right is not available for contracts

Additional non-returnable items:

• Gift cards
• Downloadable software product

If you withdraw from this contract, we shall reimburse you for all payments we have received from you, including delivery costs (with the exception of additional costs resulting from your choice of a type of delivery other than the cheapest standard delivery offered by us), without delay and at the latest within fourteen days of the day on which we receive notification of your withdrawal from this contract. We will use the same means of payment for this refund as you used for the original transaction, unless expressly agreed otherwise with you; in no event will you be charged for this refund.

We may refuse to refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever is earlier.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 30 days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at OnlineshopService@deye.com.cn

for delivery of products, which are not prefabricated and for whose manufacturing an individual selection or stipulation by the consumer is important or which are clearly tailored to the personal requirements of the consumer;
for delivery of products, which can spoil quickly or whose use-by date would be exceeded quickly;
for delivery of alcoholic drinks, whose price was agreed at the time of concluding the contract, which however can be delivered 30 days after the conclusion of the contract at the earliest and whose current value depends on the fluctuations in the market, on which the entrepreneur has no influence;
for delivery of newspapers, periodicals or magazines with the exception of subscription contracts.
The revocation right expires prematurely in case of contracts

for delivery of sealed products, which are not suitable for return for reasons of health protection or hygiene if their seal has been removed after the delivery;
for delivery of products if they have been mixed inseparably with other goods after the delivery, owing to their condition;
for delivery of sound or video recording or computer software in a sealed package if the seal has been removed after the delivery.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at OnlineshopService@deye.com.cn

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at OnlineshopService@deye.com.cn for questions related to refunds and returns.