Returns & refunds

This policy applies to orders from our stores for the United States, the United Kingdom, Canada, Australia and New Zealand. It never limits the statutory rights you have where you live – see the country sections below.

Something not right? Talk to us first

If the product does not fit, you would rather exchange it, something arrived damaged, or anything else is wrong with your order, write to support@bergheat.de with your order number. We reply within 24 hours on business days and tell you exactly what to do next.

Please always contact us before sending anything back. We will give you the correct return address. Parcels sent to another address can go astray.

Changing your mind – 14 days

You can cancel your order and return the goods within 14 days of receiving them, without giving a reason. Let us know within that period – an email is enough – and send the goods back within 14 days of telling us. In the United Kingdom this is your statutory right; in the other countries we offer it as our own returns policy.

Please return items complete, with the power bank, cables and packaging. You may try the product on and test it as you would in a shop. If the value of the goods is reduced by handling beyond that, we may deduct the difference from your refund.

Return shipping

If you change your mind, you pay the cost of returning the goods. We recommend a tracked service. If the item is faulty, damaged or not what you ordered, we cover the return – send us a photo by email first, as we can often resolve it without a return.

Your refund

We refund the price of the goods and the standard outbound shipping you paid, to your original payment method, within 14 days of receiving the goods back or of receiving proof that you have sent them, whichever is earlier. If you chose a more expensive shipping option, we refund the standard rate. Your bank may take a few more days to show the refund. Import duties charged by your customs authority on delivery are not collected by us, so we cannot refund them; your customs authority may offer a reclaim process for returned goods.

Faulty goods

If a product is faulty, your statutory rights apply in full. Write to us with your order number and a description or photo of the problem, and we will arrange a repair, a replacement or a refund as the law where you live provides.

United Kingdom

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel within 14 days of receiving the goods, as described above. Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If they are not, you can reject them for a full refund within 30 days of delivery; after that you are entitled to a repair or replacement, and if that fails, to a price reduction or refund.

To cancel, you can use the model form below, but you do not have to.

Model cancellation form
To: YW Commerce Ecomfly Limited, Office 3906, 39/F, The Center, 99 Queen's Road Central, Central, Hong Kong – support@bergheat.de
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:
Ordered on [*] / received on [*]:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
[*] Delete as appropriate.

Australia

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

New Zealand

Goods come with guarantees under the Consumer Guarantees Act 1993 that cannot be excluded. If goods are not of acceptable quality, not fit for purpose or not as described, you are entitled to a remedy – repair, replacement or refund, depending on the problem.

United States

Goods are covered by the implied warranties available under the law of your state, including the implied warranty of merchantability where it applies. Our 14-day returns policy is in addition to those rights.

Canada

Goods are covered by the consumer protection and sale of goods laws of your province or territory, including legal warranties of quality under Quebec's Consumer Protection Act if you live in Quebec. Our 14-day returns policy is in addition to those rights.