Refund policy
Returns for EU UK US and international orders
Customer satisfaction matters. If you are not happy with your purchase, you can request a return within 14 days from the day your order is delivered.
How returns work
Step 1: Contact us first
Email hello@voltgrade.com with your order number and the item(s) you want to return.
Step 2: Wait for approval
If your return is approved, we will send return instructions. Do not ship anything back without approval. Unauthorised returns are not accepted.
Step 3: Pack it properly
Returned items must be:
• Unused
• In original condition
• In original packaging
• Complete with all accessories, manuals, and parts
Step 4: Ship with tracking and share it
To protect both sides, returns must be shipped with a valid tracking number. After posting your parcel, email the tracking number to hello@voltgrade.com. Returns without tracking cannot be processed.
Step 5: Inspection and refund
Once your return arrives and is inspected, we will confirm approval by email and process your refund.
Returns address
Approved returns must be sent to:
Voltgrade GmbH
Hafenstrasse 20
My Depot 24
79576 Weil am Rhein
Germany
Return shipping and fees
• Return shipping costs are paid by the customer.
• Original shipping costs are not refunded unless the return is due to our mistake or a confirmed fault.
Restocking fee
For approved returns that are unused and in original condition, we apply a 5% restocking fee. This covers payment processing, handling, inspection, and repacking.
If a returned item is not in original condition, is missing packaging or parts, or shows signs of handling beyond what is needed to inspect it, we may apply a higher deduction to reflect any loss in value where permitted by law.
Items we do not accept for return
We do not accept returns for:
• Batteries that have been used, charged, installed, cycled, opened, modified, or damaged
• Controllers and electrical parts that have been installed, powered on, programmed, configured, paired, or used
• Items damaged by incorrect installation, wiring errors, short circuits, wrong chargers, water ingress, impact damage, or misuse
• Items fitted or handled by a third party installer where the item cannot be returned in new, resaleable condition
• Custom or made to order items
• Gift cards
• Final sale items
If you used a workshop or installer and believe an item is faulty, contact us. We may request photos or video of the installation and setup so we can assess the issue properly.
If you are unsure whether a product can be returned, email us before ordering and we will confirm.
Damaged items or wrong item received
Check your order as soon as it arrives. If something arrives damaged, defective, or incorrect, contact hello@voltgrade.com immediately with photos of:
• The item
• The packaging
• The shipping label
We will assess it quickly and put it right.
Exchange policy
Ordered the wrong item
If you ordered the wrong part, contact us. If the item is unused and in original condition, you can return it and place a new order for the correct item.
Return shipping costs are paid by the customer. If there is a price difference, the customer covers the difference.
We do not hold stock for exchanges. The fastest way to secure the right item is to reorder once your return is approved.
Faulty items and warranty replacements
Faulty items are handled under the manufacturer warranty and our Warranty and Safety Policy [LINK]. Where the law requires a different remedy, we follow the law.
How we confirm a fault
To assess a fault, we may ask for:
• Photos or video of the issue
• Photos or video of the installation setup
• Answers to a few questions to rule out setup errors
• Manufacturer involvement if needed
Shipping and inspection
• Customers ship the item back to us for inspection.
• If a manufacturing fault is confirmed, we cover the shipping cost for a one time replacement using economy shipping.
• If no fault is found and the item is working correctly, it will be returned to you and you cover shipping costs.
• If manufacturer review is required, processing time depends on the manufacturer.
If the product worked at first and later failed
If a product works correctly on first installation and initial use, it is generally considered free of manufacturing defects at that time. Any later failure may require inspection to determine whether the cause is manufacturing, installation, use, water ingress, impact, or other external factors.
Lost deliveries
If a parcel is lost in transit, we will open an investigation with the carrier. A refund or replacement is issued only after the carrier investigation is completed.
If delivery confirmation shows the parcel was delivered correctly, or the carrier confirms no fault, a refund is not issued.
Customs taxes and duties
We ship on a Delivered Duty Unpaid basis unless stated otherwise at checkout. This means you are responsible for any import duties, clearance fees, or local taxes charged by customs or the carrier.
If a parcel is returned to us due to unpaid customs charges or ignored carrier customs requests, any return shipping costs, handling fees, and carrier charges may be deducted from your refund where permitted by law.
European Union 14 day right of withdrawal
If your order is delivered to an EU address, you have the right to withdraw from your purchase within 14 days of delivery, without giving a reason.
To exercise this right, email hello@voltgrade.com within 14 days and clearly state you wish to withdraw. Returned items must be unused, in original packaging, and complete with all parts. Return shipping is paid by the customer.
This right does not remove exclusions that apply under law for certain products, such as custom made goods, or where product condition has been altered beyond what is necessary to inspect it.
Refund timing
After your return arrives and is approved, refunds are issued to the original payment method. Please allow 1 to 4 working days for the refund to appear, depending on your bank or card provider.
If you have not received your refund after 7 working days from approval, contact hello@voltgrade.com.
FAQs
Can I return a product if I used it?
Used items are not eligible for a standard return. For electrical items such as controllers and batteries, installation or use usually makes the item ineligible for return. If you believe an item is faulty, follow the faulty item process.
How long do I have to request a return?
You must contact us within 14 days of delivery.
Who pays return shipping?
The customer pays return shipping. Shipping costs are not refunded unless the return is due to our mistake or a confirmed fault.
Is there a restocking fee?
Yes. Approved returns are subject to a 5% restocking fee.
Do I need to provide tracking?
Yes. Returns must be shipped with valid tracking and the tracking number must be shared with us. Returns without tracking cannot be processed.
I ordered the wrong product. Can I swap it?
Yes, if it is unused and in original condition. Contact us and we will guide you.
What should I do if my item is faulty?
Email hello@voltgrade.com. We will ask for photos or video and installation details so we can confirm the fault and start the warranty process.
What if no fault is found?
If the item is confirmed functional, it will be returned to you and you cover shipping.
What happens if customs fees are refused?
If a parcel is returned due to unpaid customs fees, carrier return charges and handling costs may be deducted from the refund where permitted.