Refund policy

Ovonic Refund & Return Policy

This policy governs the after-sales service, return, warranty, and refund procedures for Ovonic orders placed via our official website or authorized platforms. It complies with relevant consumer protection laws in the United States and the European Union.

1. Return Eligibility & Timeframe

Customers have the legal right to initiate a return within 14 calendar days of receiving the product (as per EU Directive 2011/83/EU and standard US e-commerce practice).

To qualify for a return, the item must be:

  • Unused, in original condition, and in the original packaging (unless defective)

  • Returned within the specified return window

If the item is defective or incorrect, please notify us within 48 hours of delivery.

2. Return Request Process

All returns must be requested via email before sending back the product. Please contact us at info@ampow.com and include:

  • Order number

  • Reason for return

  • Clear product photos or video (if defective)

Returns sent without prior approval may be rejected or delayed.

Once approved, we will provide instructions or a return shipping label depending on the case.

3. Return Shipping & Fees

  • If the product is defective, damaged in transit, or incorrect (seller's responsibility):
    A prepaid return label will be provided, and return shipping costs will be covered by Ovonic.

  • If the return is due to customer reasons (e.g., no longer needed, ordered wrong item):
    The customer is responsible for all return shipping costs. We recommend using trackable shipping services.

4. Refund Process

  • Before Shipment:
    If the order hasn’t shipped, a full refund will be issued.

  • After Shipment & Unused (Customer-Initiated Return):
    Refunds will be issued only if the product is returned in brand-new, unused, and resalable condition, including all original packaging, labels, and accessories.
    Shipping fees are non-refundable unless the product is defective or incorrect.

  • Used Products:
    If the product has been used or the packaging is incomplete, a partial refund will be issued based on the condition (typically 50–70% of the product value).

⚠️ Note: For returns without quality issues, the product must be in brand-new, unused condition to be eligible for a full refund.

  • Refund Timeline:
    Refunds are processed within 5–7 business days after the return is received and inspected.

5. Product Use and Returns

  • If you received the wrong product, please provide photos of both the outer and inner packaging, and return the product for a refund or replacement.

  • If the product is defective and needs replacement, send the product parameters, usage details, and contact our support team at info@ampow.com.

6. Warranty Policy

All Ovonic products come with a 6-month warranty starting from the delivery date.

  • If the battery or product experiences any issues within 6 months due to manufacturing defects (excluding damages caused by human factors such as impacts, over-discharge, exposure to hazardous environments, violent usage, or improper handling), we offer free repair or replacement.

  • To apply for warranty service, please provide:

    • Photos showing the issue (e.g., voltage, capacity, physical damage, internal resistance, or other faults)

    • A clear photo of the battery’s QR code located at the bottom

  • After verification, we will arrange free repair or replacement and ship the replacement item at no cost.

7. Return Methods

You may return items by one of the following methods:

  • Using an Ampow-issued prepaid return label (for approved cases only).

  • Self-shipping to our designated return warehouse with prior approval.

Refunds will only be issued after the item is received and verified.

8. Return Addresses

EU Warehouse
RE DEFRAB 916496
Albert-Schweitzer-Str 1
Grolsheim, Rheinland-Pfalz 55459
Germany
TEL: +49 151-66342177

USA Warehouse
RE USLAXB C967915
2340 SouthEastern Avenue
Commerce, California 90040
USA
TEL: +1 541-953-1153

9. Shipping Notice

  • Customers may return items using local logistics services (e.g., DHL, UPS, USPS, DPD).

  • Unless stated otherwise, customers are responsible for return shipping costs.

  • Damaged Package Claims: Report within 48 hours of delivery to info@ampow.com. Keep all packaging and provide photos upon request.

10. Late Return Policy

Returns initiated after 14 days from the delivery date are considered late. These may be accepted only under exceptional circumstances and are subject to the following conditions:

  • Approval is not guaranteed and is at the sole discretion of Ovonic.

  • If accepted, only a partial refund (50–70%) may be issued depending on product condition.

  • Return shipping fees will not be reimbursed.

  • Contact us at info@ampow.com with order details and photos for evaluation.

11. Non-Refundable & Invalid Cases

Refunds or replacements may not be issued in the following situations:

  • The return was initiated beyond the allowed time window without approval.

  • The product was damaged due to misuse, modification, or incorrect usage.

  • Incorrect shipping address was provided, resulting in failed delivery.

  • The package was refused or not picked up, and returned to sender (a 15% restocking fee may apply).

  • Return packages were sent without prior approval.

  • Order changes were requested after payment; contact support promptly in such cases.

12. Contact Information

13. Required Info for After-Sales Support

When requesting support or return authorization, please provide:

  • Battery QR code (found on the bottom of the battery)

  • Voltage, capacity, or performance data

  • Clear product photos or testing video

  • Brief description of how the product was used

Failure to provide adequate details may delay or prevent the processing of your request.

14. Governing Law

This return, warranty, and refund policy is governed by:

  • The Consumer Rights Directive (EU) for orders within the European Union

  • U.S. state and federal e-commerce laws for orders within the United States

All customer rights under applicable consumer protection laws remain unaffected.