Return & Refund Policy
We hope you love what you've ordered! But just in case you're not 100% satisfied, we've made the return process super easy.
Manufacturers, suppliers, or publishers other than support@hepway-power.com, may provide their own policies. Please contact them for further information. Please note that return and refund policies may vary according to local laws and regulations.
- Cancellation
Customers can send an email to support@hepway-power.com to request a full refund within 24 hours after placing an order on support@hepway-power.com
Please note that we will charge a transaction fee if you apply for the refund 24 hours after the order is placed and before delivery has been made (1.5% for credit card users, 2% for PayPal users, 2.6% for Klarna users).
Orders cannot be canceled more than 30 days after they are shipped
(1.5% for credit card users, 2% for PayPal users, 2.6% for Klarna users).
If a product is out-of-stock or you enter an incomplete or incorrect address, we will contact you via email. If, after 15 days, we do not receive a reply, we will automatically cancel the order and refund your purchase.
- Return Service
2.1 Faulty Returns
Under this policy, "faulty return" means that consumer(s) may apply for return of products in the case of failure caused by impersonal factors. For Faulty issues, we will give you a full refund/free replacement. Please contact Hepway Support at support@hepway-power.com, provide proof of purchase* and describe fault situation to start the return process.
* Valid Proof of Purchase:
- A purchase order number made through Hepwayenergy.com;
- Sales invoice or order confirmation email that clearly shows the description of the product, its price, and sales channel.
2.2 Unconditional Returns Policy
- Applicable Channel:
Unconditional returns policy only applies to Orders placed on support@hepway-power.com in the EU region; customers can request a return within 30 days after receiving product.
- Inapplicable Channel:
For products purchased from other Channels Hepway does not accept unconditional returns, please contact your purchase channel first;
- Unconditional Return Cost:
For returns of hepwayenergy.com orders and if the product is in good condition, we'll charge a transaction fee (1.5% for credit card users, 2% for PayPal users, 2.6% for Klarna users) + shipping cost.
2.3 Shipping cost
The rules of liability for return shipping cost are as follows：
- For Faulty Returns - In this case the shipping cost shall be borne by Hepway
- For Unconditional Return - In this case the shipping cost shall be borne by consumer(s).
2.4 Returns Process
- Providing your product has been received and it has been less than 30 calendar days, you can contact the official customer support via: support@hepway-power.com.
Our Support Team will determine whether your order is eligible. After confirming your order is eligible, they will give you a Return Material Authorization (RMA) number and provide you with a prepaid return shipping label (label to be determined by the support team). They will also provide instructions on how to properly package the product to return it safely. Do not ship the product until you have received the proper safety directions on how to ship the product. You must clearly mark the RMA number on the package and include your proof of purchase date with the product.
Please do not return the items without the RMA confirmation from the Hepway Customer Support Team. For returns without confirmation, the refund may not be processed.
After the return of the products, we have three ways of dealing with the customer's request and the actual situation:
Combined with customer needs and actual conditions, we have three ways to deal with return & refund request:
Refund; (Please refer to our Refund Policy for details)
Repair after fault investigation; (Please refer to the Repair Policy section of our Warranty Policy for details)
Replacement of the product; (Please refer to the Replacement Policy section of our Warranty Policy for details)
2.5 Requirements of Refunds
For product and all accessories, no man-made damages are found;
All accessories and parts need to be sent back to Hepway with the main product;
Parts and accessories should be securely packaged for return delivery in order to ensure good condition and to prevent damage during transportation.
2.6 Refund time
Refund time for cancelled orders: Full refund within 7 business days
Refund time for returns：After Hepway receives your refund request, we'll issue the refund within 14 business days after we receive your product. We will then notify you by email once your refund has been processed. If you don't receive the refund after 14 business days, please contact support@hepway-power.com;
Returns & Replacement: After Hepway receives your product replacement request, we'll send a replacement product within 7 business days after receiving your product. Providing Hepway has sufficient stock, you'll be notified by email with logistics information.
2.7 Return Service may not be provided when:
For sold products, the date the case was reported is more than 30 calendar days from the date when the product was sold to you.
The product is returned without confirmation by Hepway customer service team.
The received product has not been sent back to Hepway in 15 working days after return confirmation from Hepway.
Legal proof-of-purchase, receipts, or invoices are not provided, or are reasonably believed to have been forged or tampered with.
A product sent to Hepway for return does not include all the original accessories, attachments, and packaging, or it contains items damaged by user error.
A product is found to have no defects after all appropriate tests are conducted by Hepway, and repair service center authorized by Hepway.
Any fault or damage of the product is caused by collision, scorching, or unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.), or improper installation or operation.
Product labels, serial numbers, water damage marks, etc. show signs of tampering or alteration.
Damage is caused by uncontrollable external factors, including fires, floods, high winds, lightning strikes, or traffic accidents.
Proof of damage during transit issued by the carrier cannot be provided.
When used with third-party components not approved by Hepway product parameters or certified by Hepway, used as input or load, damage caused by reliability and compatibility problems occurs.
Return requirements are not met after product inspection.
Other circumstances are not stated in this policy but Hepway has sufficient proof to refuse.
