1. Cancelling an order before dispatch

If you need to cancel an order before it has been dispatched, contact us as soon as possible with your order number. If the order has not yet shipped, we will try to cancel it and refund the original payment method.

2. Return window

You may request a return within 30 days of delivery for eligible products. This includes defective products and non-defective products such as a change of mind, provided the return conditions below are met.

3. Return condition

Returned products should be unused, uninstalled, undamaged, complete, and returned with the original packaging, accessories, manuals, cables, and order documentation. EV charging products that have been installed, modified, damaged, or used outside product instructions may be refused or refunded only partially.

4. How to request a return

Contact us before sending any product back. Include your order number, delivery date, reason for return, photos or video where relevant, and a clear description of the issue. We will provide return instructions after reviewing the request.

5. Return shipping costs

For non-defective returns, the customer is responsible for return shipping costs and safe packaging. For wrong, damaged, or defective items confirmed by WOUEJ, we will provide return instructions and cover the approved return shipping cost or provide another appropriate remedy.

6. Refunds

After we receive and inspect the returned product, approved refunds are issued to the original payment method within 10 business days. We do not charge a restocking fee for eligible returns. Original shipping fees may be non-refundable unless required by law or the return is caused by our error.

7. Exchanges

Where stock is available, we may offer an exchange or replacement for a confirmed wrong, damaged, or defective product. If an exchange is not available, we may offer a refund or another appropriate solution.

8. Warranty support

If your charger appears faulty, contact us with your order number, photos or video, installation context, and a clear description of the issue. Warranty support may require proof of purchase and reasonable troubleshooting information.

9. Warranty exclusions

Warranty support does not cover misuse, improper installation, unauthorized modification, physical damage, incorrect electrical connection, water ingress caused by incorrect installation, wear from abnormal use, or use outside local electrical safety requirements.

10. Installation and labour costs

Installation services, electrician fees, local permit costs, removal costs, re-installation costs, and site inspection costs are not refundable or covered by warranty unless required by applicable law or agreed by WOUEJ in writing.