Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at william@digitalonwheels.com. Please note that a return address will be provided after request.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at william@digitalonwheels.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods, and custom products (such as special orders or personalised items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us at william@digitalonwheels.com.

Battery Warranty Coverage

The following warranty periods apply to the respective products:

  • PPT Powerpack Pro 3000 – 2-year manufacturer warranty
  • PPT Powerpack Pro 2000 – 2-year manufacturer warranty

Warranty coverage applies to manufacturing faults and defects under normal use conditions.

Technical Support & Troubleshooting

If you experience an issue with your unit, please contact us first. In many cases, faults can be diagnosed and resolved remotely through telephone support, helping to minimise downtime and avoid unnecessary returns.

Returns for Inspection or Repair

If further inspection is required, we will:

  1. Raise a return in our system.
  2. Provide you with full return instructions.

Once the unit is received, it will be tested and assessed by our technical team.

Repairs & Replacement

  • If the unit is confirmed faulty and within the applicable warranty period, repair or replacement will be provided at no charge.
  • If the unit is outside of warranty, repair services may be available at an additional cost. A quotation will be provided before any chargeable work is carried out.

Serviceability

Our units are designed to be serviceable and repairable wherever possible, ensuring long-term usability and reduced replacement costs.

LED Screen and Trolley Systems Warranty 

All LED screens and trolley systems supplied by Digital On Wheels are covered by a 3-year return-to-base warranty from the date of purchase.

This warranty covers manufacturing defects and faults arising under normal operating conditions.

What “Return to Base” Means

Under a return-to-base warranty:

  • The unit must be returned to our designated service location for inspection and assessment.
  • Once received, our technical team will test the equipment and determine the appropriate repair or replacement action.

Repairs & Replacement

  • If the fault is confirmed and the unit is within the 3-year warranty period, repairs or replacement will be carried out at no charge for parts and labour.
  • If the equipment is found to be outside of warranty or the fault is not covered, a quotation will be provided before any chargeable work is undertaken.

Support Before Return

Before returning any equipment, customers must contact us to:

  1. Report the issue.
  2. Allow remote troubleshooting where possible.
  3. Obtain return authorisation and shipping instructions.

This helps prevent unnecessary returns and minimises downtime.

Exclusions

The warranty does not cover:

  • Accidental damage
  • Misuse or improper installation
  • Unauthorised modifications or repairs
  • Normal wear and tear
  • Damage caused by external environmental factors outside normal operating conditions

Return Shipping

Customers are responsible for arranging and covering the cost of returning equipment to our service location unless otherwise agreed in writing.