At Power Queen, your satisfaction is our top priority. Below you will find all the information regarding your statutory right of withdrawal as well as our voluntary return policy.
1. Statutory right of withdrawal (14 days)
1.1 Here's how to exercise your right of withdrawal:
As a consumer, you have the right to withdraw from this contract within 14 days without giving any reason. (Sections 355 et seq. of the German Civil Code). The cancellation period begins on the day on which you or a third party named by you, who is not the carrier, has taken possession of the goods.
Furthermore, EU Directive 2023/2673 will apply from 19 June 2026: You can easily exercise your right of withdrawal via the withdrawal button on our website – no login required, direct and straightforward. After submitting your withdrawal, you will automatically receive a confirmation by email.
Alternatively, you can also send us your cancellation by email to service.de@ipowerqueen.com Please inform us. No reason is required.
1.2 Note regarding the return of photos or videos:
Submitting photos or videos is not a requirement for exercising your statutory right of withdrawal. However, we would appreciate it if you would voluntarily send us brief feedback or images – this helps us to continuously improve our products and services.
1.3 Return shipping costs in case of cancellation:
- Is the reason for the return yours? (e.g. change of mind): You bear the direct costs of the return shipment.
- Is the reason with us? – for example, defective product, delayed shipping or damaged packaging: We will fully cover all return shipping costs.
- For goods that cannot be shipped via standard parcel due to their weight or dimensions (e.g., DHL Parcel) can be returned: We will organize the collection and cover the shipping costs. We will inform you about the exact procedure in advance.
1.4 Compensation:
If you have used the goods in a manner that goes beyond a normal examination of their condition, properties and functionality, you are obliged to provide appropriate compensation for the resulting loss in value, provided that we have properly informed you of this.
What is considered a "standard test":
Unpacking and visually inspecting the goods is considered a permissible inspection and does not justify any compensation for diminished value.
What can lead to a loss in value:
- Batteries (LiFePO4): Connecting to a charging system, discharging, installation in a vehicle or system, commissioning in parallel operation or as part of a battery system.
- chargers & DC-DC chargers: Connect to a power source and actually use for charging.
- MPPT solar charge controller: Connection to solar modules and/or batteries and commissioning in the solar system.
- Other accessories (Inverters, fuses, busbars, etc.): Installation or electrical connection into an existing system.
1.5 Calculation of the compensation for value:
The amount of compensation depends on the original purchase price you paid, as well as other objectively justified factors such as the degree of use, the condition of the goods at the time of return, and any customary market depreciation. Our customer service team will determine the specific amount with you transparently and fairly.
Please note: Compensation for lost value reduces the refund amount, but does not exclude your right of withdrawal.
1.6 Refund after cancellation:
After receiving your cancellation notice, we will process your refund within 1–2 business days. However, depending on your bank, it may take up to 7 business days for the money to appear in your account.
2. Voluntary 30-day return policy
In addition to your statutory 14-day right of withdrawal, we offer you a voluntary return option of up to 30 days from the delivery date.
Return shipping costs as part of voluntary returns:
- Defective product, delayed shipping or damaged packaging: Power Queen covers all return shipping costs.
- All other reasons for return: The buyer bears the return shipping costs.
3. Defective or incorrectly delivered products
If a product is defective or has been delivered incorrectly, please contact us at service.de@ipowerqueen.com. We will contact you within 24 hours. If a quality issue is confirmed, we will provide you with a prepaid return label and send you a replacement device immediately. Power Queen will cover all shipping costs in this case.
4. Reimbursement deadlines
Once we receive the returned goods, we will process the refund within 1–2 business days. Depending on your payment provider, it may take up to 7 business days for the credit to appear in your account.
5. Return process
Once we have received your return request, you will receive a return label from us.
Standard packages:
Simply take the package to your nearest DHL parcel branch or DHL parcel shop using the return label – no further effort required.
Heavy or bulky goods:
For products that cannot be shipped via DHL Parcel due to their weight or dimensions, we will arrange a GLS collection service for you. Please inform us by email at service.de@ipowerqueen.com Please let us know when you are available at home. We will coordinate the collection date and provide you with the collection slip.
Return address:
Recipient: Starrysea GmbH
Address: Klosterkoppel 8
Postal code/City: 25485 Bilsen
Federal state: Schleswig-Holstein
Country: Germany
Phone: 0177 22578595
E-mail: service.de@ipowerqueen.com
6. Order cancellation
You can cancel your order as long as it hasn't been shipped. Please contact us as soon as possible at service.de@ipowerqueen.com. We will then mark the order as "not shipped" and initiate the cancellation. Special orders with shipping delays can also be cancelled, provided you contact us before shipment.
