Refund policy

PEVcharge Refund & Return Policy


1. Refund Rules for Undispatched Orders


A 4% bank system handling fee will be deducted from the refund amount (the fee is collected by Shopify and the bank, and is not an additional charge imposed by the merchant).

The refund process will generally be completed within 3 working days after you submit your refund application.

2. Important Notes on the Day of Delivery Confirmation


On the day when the logistics information shows "Delivered", please inspect the product immediately (including the integrity of outer packaging, product appearance, and accessories):

  • If the outer packaging is severely damaged or deformed due to compression, you may refuse to accept the package on the spot and contact us promptly to notify the situation;
  • If the received product does not match the order details (model, specification, etc.) or has quality defects, you must contact our online customer service within 3 days of receipt to confirm the issue. Meanwhile, keep the product in its original condition and retain relevant evidence (such as unboxing videos, product photos, and order screenshots).

Eligibility for Refund & Return


Returns and refunds will only be accepted if the product meets all the following criteria:

  1. The time from signing for receipt to applying for return is within 5 days;
  2. The product remains in its original state: unused, scratch-free, and all accessories, labels, and other accompanying materials are complete and intact;
  3. After communication with PEVcharge, the product is confirmed to have functional defects via video verification.

Important Supplement: If the product is verified to have functional defects, prior to receiving your refund, you are required to confirm with PEVcharge whether the product should be returned to our after-sales center. PEVcharge reserves the right to reject your refund request if you fail to return the product as required.

Important Notice: PEVcharge does not accept refund requests for reasons other than product quality issues or transportation damage/loss. Please ensure you fully understand the product before making a purchase.

Refund & Return Application Process


  1. Submit Application: Contact PEVcharge online customer service to submit a return application (please specify the order number, reason for return, and attach relevant evidence);
  2. Await Approval: You are not allowed to ship the product back until your return application has been approved by us;
  3. Rejection Scenarios: We reserve the right to refuse or disregard any product returned without prior approval. All related logistics costs, transportation risks, and product damages shall be borne by the applicant.

Return Logistics Guidelines


If your return application is approved, we will send the return shipping label, designated receiving address, and return instructions via email. Please ship the product back through an authorized logistics channel in accordance with the instructions and retain the logistics tracking number for future follow-up.

Handling of Product Damage and Issues


Upon receiving the package, please unpack and inspect the product immediately. If you find the product has defects, damage, missing parts, or is incorrectly delivered, please follow the steps below:

  1. Take photos or videos on the spot to retain evidence (which should clearly show the product condition, outer packaging, and logistics waybill information);
  2. Contact our online customer service immediately to report the issue;
  3. We will verify the situation within 1–3 working days and provide you with a reasonable solution such as replacement, exchange, or other appropriate measures.

Non-Refundable Scenarios


  1. The product has been used (including activated functions, visible wear and tear on appearance, etc.);
  2. The product packaging, accessories, or accompanying materials are missing, and the product itself has no quality issues;
  3. No written refund/return application is submitted within 3 working days after delivery confirmation, or relevant evidence is not provided as required;
  4. The product is lost or stolen after being delivered to the designated address (logistics shows "Delivered" or "Left at door") due to reasons not attributable to PEVcharge or the logistics provider: no refund will be issued. You must report the incident to the local police in a timely manner and may contact us to assist in providing relevant order and logistics certificates.

Refund Processing Flow


  1. Inspection Notification: After receiving the returned product, we will complete the inspection of product quality and condition within 3–5 working days and notify you of the approval status of your refund application via email or online platform notification;
  2. Refund Disbursement: If approved, the refund will be automatically returned through the original payment method within 7 working days. The actual arrival time is subject to the processing cycle of the payment channel (e.g., bank, credit card company);
  3. Inquiry for Unreceived Refunds: If the refund has not arrived more than 15 working days after approval, please provide relevant information such as the refund notification screenshot and payment certificate to contact us for verification;
  4. Refund Amount: The refund amount is the actual payment amount of the order minus a 4% bank handling fee (applicable only to undispatched orders). If the return is caused by PEVcharge's liability (e.g., product quality issues, incorrect delivery), no additional fees will be deducted. Relevant logistics costs shall be borne by the responsible party.

PEVcharge 退款退货政策


1. 未发货订单退款规则


退款金额将扣除 4% 银行系统手续费（该费用由 Shopify 及银行收取，非商家额外收费项目）。

退款流程通常于你提交退款申请后的 3 个工作日内完成。

2. 确认收货当日重要须知


物流信息显示 “已送达” 的当日，请立即查验商品状况（包括外包装完整性、商品外观、配件等）：

  • 若外包装因挤压出现严重破损或变形，可当场拒收包裹，并及时联系我方同步情况；
  • 若收到的商品与订单信息（型号、规格等）不符，或存在质量问题，须在收货后 3 日内联系在线客服确认情况。同时需保持商品原状，并留存相关凭证（如开箱视频、商品照片、订单截图等）。

退货退款资格


商品需同时满足以下全部条件，方可受理退货退款：

  1. 自签收商品之日起，申请退货的时间不超过 5 天；
  2. 商品保持收货时的原始状态：未经使用、无划痕损伤，且所有配件、标签等随附物料齐全完好；
  3. 经与 PEVcharge 沟通，商品通过视频核验，确认存在功能性故障。

重要补充：若商品经核验确实存在故障，在获得退款前，你需与 PEVcharge 确认是否将商品寄回售后中心。若未按要求退还商品，PEVcharge 有权拒绝你的退款请求。

重要声明：PEVcharge 不接受非商品质量问题、非运输破损 / 遗失问题的退款申请。请务必充分了解产品后再行购买。

退货退款申请流程


  1. 提交申请：联系 PEVcharge 在线客服，提交退货申请（请注明订单编号、退货原因，并附上相关凭证）；
  2. 等待审核：退货申请需经我方审核通过后，方可寄送商品回仓；
  3. 申请驳回情形：对于未经提前确认、擅自退回的商品，我方有权拒收或不予处理。相关物流费用、商品运输风险及损耗，均由申请人自行承担。

退货物流指引


若退货申请审核通过，我方将通过邮件发送退货物流标签、指定收货地址及退货须知。请严格按照指引，通过合规物流渠道寄送商品，并留存物流运单号，以便后续跟进查询。

商品破损及问题处理


收到包裹后，请立即开箱查验商品。若发现商品存在瑕疵、破损、部件缺失或错发等情况，请按以下步骤操作：

  1. 当场拍摄照片或视频留存证据（需清晰显示商品状况、外包装及物流面单信息）；
  2. 立即联系在线客服反馈问题；
  3. 我方将在 1-3 个工作日内核实情况，并提供补发、换货或其他合理解决方案。

不予退款情形


  1. 商品已被使用（包括功能已激活、外观出现磨损等）；
  2. 商品包装、配件或随附物料缺失，且商品本身无质量问题；
  3. 确认收货后 3 个工作日内，未提交书面退款 / 退货申请，或未按要求提供相关凭证；
  4. 商品送达指定收货地址后（物流显示 “已送达” 或 “已放至门口”），因非 PEVcharge 及物流方责任导致的遗失或被盗，不予退款。你需及时向当地警方报案，并可联系我方协助提供相关订单及物流证明。

退款处理流程


  1. 验货通知：收到退回商品后，我方将在 3-5 个工作日内完成商品质量与状态查验，并通过邮件或网页在线通知你退款申请是否审核通过；
  2. 退款到账：若审核通过，退款将在 7 个工作日内通过原支付渠道自动返还。实际到账时间以支付渠道（如银行、信用卡公司）的处理周期为准；
  3. 未到账查询：若退款审核通过后超过 15 个工作日仍未到账，请提供退款通知截图、支付凭证等相关信息，联系我方核查；
  4. 退款金额：退款金额为订单实际支付金额，扣除 4% 银行手续费（仅适用于未发货订单）；若因 PEVcharge 责任导致退货（如商品质量问题、错发等情形），不额外扣除费用。相关物流费用由责任方承担。