Returns & refunds

Voltis manages all support requests and assesses warranty and return claims directly. We accept returns through our designated return location. Its address and shipping instructions are provided by support when arranging your return; please do not send goods to the business mailing address.

Order preparation and delivery

When your model is already at our European warehouse, delivery usually takes about 3–4 weeks. A unit still travelling by sea from China to our warehouse in Poland needs additional time for arrival, warehouse handling and onward delivery. If a new production batch is required, the total lead time can reach 3–4 months; this is less common. Ask us for the stock stage and estimated date for your exact model before ordering.

If your order has not shipped four months after purchase, you can request a full refund. If it has only just shipped and more than a month of delivery remains, you can also request a refund. When tracking indicates delivery within 2–3 weeks, we may offer to help you receive it and arrange a return instead. This process does not limit any statutory right to cancel, withdraw, or obtain a remedy for late or failed delivery. Contact us at any time if an agreed delivery date has been missed.

Once an order has been dispatched, the shipment normally cannot be recalled, rerouted or stopped in transit. A cancellation request therefore does not mean that an international shipment can be physically interrupted. If a mandatory right of withdrawal is exercised while an order is in transit, the customer must follow the return instructions provided by Voltis and, where applicable law permits, reimbursement may be withheld until the goods are received back or evidence of return is supplied. This logistical limitation does not remove any mandatory right to withdraw, obtain a remedy for late or failed delivery, or receive a refund.

Start your return

Email support@voltis.shop with your order number and the item you wish to return. For a fault, describe the problem and include useful photos if available. You do not need to give a reason to exercise a statutory right of withdrawal.

We will provide the appropriate return destination and safe shipping instructions. Do not send goods to a company registration address or an address on the original parcel without checking with support. Requesting instructions does not make your statutory cancellation dependent on our approval.

Change of mind

Notify us within 14 days after delivery. Where EU withdrawal rules apply, send the goods back within 14 days after notifying us. Any longer mandatory period in your country remains available. A standard catalogue product ordered from production is not treated as a personalised product merely because of its lead time.

Handle the goods only as needed to establish their nature, characteristics and functioning. Return the same item, serial number, charger, keys, manuals and supplied accessories. Keep the original packaging where possible, or use equally protective packaging. Missing original packaging alone does not remove statutory rights.

Condition checks and fraud prevention

We may compare the returned serial number, included components and condition with the order and dispatch records. Please retain your shipping receipt and tracking number. Any lawful deduction for handling beyond a reasonable inspection must reflect actual diminished value and be explained with evidence. We do not impose an automatic restocking penalty or refuse a legitimate claim solely because an unboxing video is unavailable.

Substituted goods, missing components or evidence of misuse will be assessed individually. Suspected fraud does not remove the rights of customers making genuine claims.

Return transport

For a change-of-mind return, the customer pays the direct return cost only where this was disclosed before purchase and applicable law permits it. For bulky goods that cannot normally be returned by post, Voltis provides the return destination and the estimated direct return cost before purchase where applicable law requires it. For faulty or misdescribed goods, Voltis covers the return costs required by applicable law.

Lithium batteries require suitable transport. Do not post a damaged or swollen battery or arrange ordinary parcel shipping without carrier-approved instructions. Stop using and charging a product if it appears unsafe, and contact support.

Refunds

Where EU withdrawal rules apply, we reimburse the purchase price and the cost of standard outbound delivery within 14 days after your withdrawal notice. We may withhold reimbursement until we receive the goods or evidence of their return, whichever occurs first, unless we offered to collect them. Any lawful, evidenced diminished-value adjustment will be explained. Refunds use the original payment method unless another method is expressly agreed without fees.

Mandatory local rights take precedence over any less favourable wording on this page.

Withdrawal notice template

You may email: “I hereby withdraw from my contract for [goods], ordered on [date] and received on [date]. Order number: [number]. Name: [name]. Address: [address]. Date: [date].” This template is optional; any clear withdrawal statement is sufficient.