Return & exchange policy

Return eligibility

We accept returns for eligible products. However, because of safety and compliance regulations, electronic devices containing lithium batteries are generally not eligible for change-of-mind returns once they have been powered on, exposed to water, disassembled or had their seals broken.

This is not a policy we invented to avoid returns. A powered, submerged or opened lithium unit cannot be resold or shipped onward under transport regulations, and it cannot be represented to the next customer as new.

Return window and excluded products

Change-of-mind returns must be requested before the order ships. Once dispatch has occurred, a change-of-mind return is generally not available for battery-powered units.

• We do not accept returns for items that have been used, submerged in water, or had seals or stickers broken.
• Items with missing accessories, severely damaged packaging or removed serial-number labels are not eligible.
• Personalised and custom-made items, special orders, and products marked Final Sale, Clearance or Closeout are not eligible for return.

Condition of return

To be eligible, an item must be returned in its original packaging with all accessories, manuals, warranty cards and factory labels or serial numbers intact.

The item must not have been disassembled, modified or serviced by any third party.

The customer must provide the original order number and a clear reason for the return.

Approval for a refund is contingent on passing our inspection process on receipt. A refund is not automatically issued on sending an item back.

Responsibility for return shipping costs

Fault on our side

Where we sent the wrong item, the item arrived with obvious shipping damage, or there is a manufacturing defect, contact us immediately. On verification we will cover the cost of return shipping.

Change of mind or customer reason

The customer is responsible for all return shipping costs and any applicable restocking fee. Any refund issued is calculated as the product amount minus the actual outbound shipping costs and transaction processing fees we incurred.

International returns of lithium battery products

International returns of lithium battery products are strictly regulated by carriers. If the original shipping channel cannot accept the return, a special compliant return process may be required. All associated timeframes and costs are quoted by the carrier and are the responsibility of the customer.

Shortages, incorrect items and dead on arrival

Please inspect your device on receipt. Any damage, shortage or incorrect item must be reported to us with photographic or video evidence within 48 hours of delivery.

For external box damage, retain the original shipping carton and labels — these are required for filing a carrier claim.

On verification we will determine the appropriate resolution, which may include sending replacement parts, sending a replacement unit, arranging a repair, or issuing a refund.

Circumstances in which we reserve the right to refuse

• The unit has been submerged beyond its rated operating depth.
• Water has entered the compressor because a seal, filter housing or charge port was left open.
• The unit has been charged with a non-WOLACH charger and the battery has been damaged as a result.
• The unit shows impact damage consistent with being dropped or struck.
• The housing has been opened, or the unit has been disassembled or modified.
• The serial number label has been removed or defaced.

Warranty claims are handled separately

A manufacturing defect inside the warranty period is a warranty claim, not a return. Warranty claims do not require the original packaging and are not subject to the change-of-mind restrictions above.

See the warranty page for coverage, exclusions and the claims procedure.

How to start a return or exchange

Email fromsouth@gmail.com with your order number, the reason for the return, and photographs of the item and its packaging. Our team will confirm eligibility and issue return instructions, including the correct carrier channel for a lithium battery consignment.

Do not ship an item back before receiving return instructions — a lithium battery consignment sent through the wrong channel will be refused or destroyed in transit.