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 No EcoFlow authorized dealers, reseller, agent, or employee is authorized to make any modification, extension, or addition to this Policy. EcoFlow reserves the right of final interpretation of this Policy.
 EcoFlow reserves the right to change this Policy at any time. When there is a material change to this Policy, we’ll post a notice on the website at least a week in advance of doing so. A change would not affect services that have already begun.
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 WHEN RECEIVING SERVICE, ECOFLOW IS RESPONSIBLE FOR LOSS OR DAMAGE TO YOUR PRODUCT ONLY WHILE IT IS IN ECOFLOW'S POSSESSION OR IN TRANSIT, IF ECOFLOW IS RESPONSIBLE FOR TRANSPORTATION.
 UNDER NO CIRCUMSTANCES, AND NOTWITHSTANDING THE FAILURE OF ESSENTIAL PURPOSE OF ANY REMEDY SET FORTH HEREIN, SHALL ECOFLOW, ITS AFFILIATES, SUPPLIERS, RESELLERS, OR SERVICE PROVIDERS BE LIABLE FOR ANY OF THE FOLLOWING EVEN IF INFORMED OF THEIR POSSIBILITY AND REGARDLESS OF WHETHER THE CLAIM IS BASED IN CONTRACT, WARRANTY, NEGLIGENCE, STRICT LIABILITY OR OTHER THEORY OF LIABILITY: (a)THIRD PARTY CLAIMS AGAINST YOU FOR DAMAGES; (b)SPECIAL, INCIDENTAL, PUNITIVE, INDIRECT OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO LOST PROFITS, BUSINESS REVENUE, GOODWILL OR ANTICIPATED SAVINGS. IN NO CASE SHALL THE TOTAL LIABILITY OF ECOFLOW, ITS AFFILIATES, SUPPLIERS, RESELLERS, OR SERVICE PROVIDERS FOR DAMAGES FROM ANY CAUSE EXCEED THE AMOUNT OF ACTUAL DIRECT DAMAGES, NOT TO EXCEED THE AMOUNT PAID FOR THE PRODUCT.
 THE FOREGOING LIMITATION DOES NOT APPLY TO DAMAGES FOR BODILY INJURY (INCLUDING DEATH), DAMAGE TO REAL PROPERTY OR DAMAGE TO TANGIBLE PERSONAL PROPERTY FOR WHICH ECOFLOW IS LIABLE UNDER LAW.
 AS SOME STATES OR JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU.
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 This After-Sales Services Policy (this “Policy”) applies to the EcoFlow-branded products you purchased from EcoFlow official websites or EcoFlow official stores. For purchases made through EcoFlow’s authorized dealers or resellers, please contact them directly, but if you direct your after-sales services request of such purchases to EcoFlow and EcoFlow agrees to receive your request, this policy applies to you.
 EcoFlow warrants the EcoFlow-branded products listed in clause 1.2 against defects in materials and workmanship under normal use in accordance with EcoFlow's user manuals, technical specifications and other published product guidelines and materials during the warranty period. You will be able to receive the remedies available under this Policy for the EcoFlow Products during the warranty period.
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Applicability

This Policy covers the following EcoFlow-branded products and accessories in the country/region where you purchase.

Warranted EcoFlow Products

The warranty period for a EcoFlow-branded product as following table starts from the day such product is delivered to you. If you could not provide valid proof of delivery, warranty starts from the date of purchase. If you can’t provide either valid proof of delivery or valid proof of purchase, warranty starts from 180 days after the date of the production which is indicated by the product serial number.

Warranty Period

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 To access the after-sales services from EcoFlow, you will need to provide a valid proof of purchase. The type of documents varies according to your purchase channel. Following documents of proof-of-purchase are required when you claim warranty from EcoFlow: 
 a. Orders placed on EcoFlow’s official websites or Stores: purchase invoice or receipt, order confirmation email, and logistics information that clearly show the description of the product, price, sales channel, sales date and delivery date;
 b. Purchases made through EcoFlow’s authorized dealers or resellers: valid purchase invoice or receipt, logistics evidence, or order number(s) confirmed by EcoFlow customer service team.
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Proof of Purchase

To access after-sales services from EcoFlow, we will need to verify your warranty status, which can be done by your providing following documents.

Proof of Warranty

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 The warranty services do not cover the following:
 a. any non-EcoFlow branded products or any accessories. 
 b. damage caused by accident, abuse, misuse, or other external cause.
 c. damage caused by force majeure-related damage, such as fire, earthquake, flood, etc;
 d. damage resulting from improper installation, usage, maintenance, and/or storage, such as the use of third-party component or product that does not meet the product’s specifications, improper testing, or connection with a device that is not authorized by EcoFlow or is incompatible with the product.
 e. damage caused by operating the product outside the user manual, the technical specifications or other published guidelines.
 f. damage caused by service performed by anyone who is not a representative of EcoFlow or an EcoFlow authorized service provider.
 g. the product has been reworked, disassembled or repaired without the written permission of EcoFlow.
 h. damage caused by normal wear and tear or otherwise due to the normal aging of the EcoFlow Product.
 i. damage caused by the infiltration of foreign materials, such as liquids, corrosion, oxidation, insects, etc.
 j. the product labels, marks, serial number barcodes have been removed or altered. 
 k. proof of purchase and proof of warranty are not provided, or are reasonably believed to have been altered or tampered with.
 l. necessary information to repair the product such as model name, serial number, defect or non-conformity description are not provided.
 m. the product has not been returned to EcoFlow 15 days after receiving the RMA confirmation for a replacement. 
 n. warranty period of the product expires. 
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What the Warranty Services Do NOT Cover

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 If a product does not function as warranted during the warranty period, you may obtain after-sales services by contacting our customer support team via <a href="mailto:support.eu@ecoflow.com">support.eu@ecoflow.com</a>. You will need to provide valid proof of purchase, proof of warranty, product serial number, photo or video proof showing malfunction and other information required by our customer support team for the after-sales services.
 In this Policy, after-sales services involve return & refund service, replacement service, warranty repair service and paid out-of-warranty repair service. 
 When the after-sales service involve the replacement of a product or part, the replaced product or part become EcoFlow’s property and the replacement product or part becomes your property. 
 Replacement products or parts provided by EcoFlow may not be new, but it will be in good working order and at least functionally equivalent to the original product or part’s warranty.
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How to Obtain After-Sales Services

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 Before obtaining the After-Sales Services, the following steps must be taken:
 a. Follow the service procedures and requirements specified in this Policy and other relevant policies, such as Return & Refund Policy, Replacement Policy, Repair Policy, etc..
 b. Follow instructions of EcoFlow customer service team and provide product defect description and information of the recipient for returning.
 c. Remove all additional parts, alterations, and attachments not covered under warranty.
 d. Ensure that the product or part is free of any legal restrictions that prevent its repair or replacement.
 e. If you are not the owner of a product or part, obtain authorization from the owner for EcoFlow to provide warranty services.
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What to Do Before Obtaining After-Sales Services

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 EcoFlow does not provide global warranty, so warranty services can only be obtained at a designated EcoFlow repair center in or near the country where you purchased the product. 
 You may seek warranty service in a country or region that is not the country or region of purchase. In the case, you should contact EcoFlow customer support team in the first place to confirm whether such cross-regional warranty service is available or not. If available, you could obtain the cross-regional warranty service at an additional charge, including the shipping cost incurred. You will comply with all applicable import and export laws and regulations and be responsible for all custom duties, V.A.T. and other associated taxes and charges.
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Cross-Regional After-Sales Services

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 You can reach EcoFlow by the following contact:
 E-mail: <a href="mailto:support.eu@ecoflow.com">support.eu@ecoflow.com</a>
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Contact Us

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 Products that meet either of the following conditions are only eligible for paid out-of-warranty repair service:
 a. Warranty period has expired;
 b. The product has any out-of-warranty condition, such as damage due to accident, abuse, misuse, or unauthorized disassembly or repair.
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Scope of the Paid Repair

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 When you seek repair that is not covered by warranty, reasonable cost will be charged as following categories:
 a. Spare parts cost: the same part replaced in different repair cases may be quoted different price due to phase or cost of production. Repair center just provides module level repair, but not electronic component level repair, so the quotation price is based on module level. 
 b. Labor cost: necessary direct and indirect labor cost, may vary according to labor force market.
 c. Logistics cost: logistics cost is based on the weight, volume and location of the product. Below logistics cost can be referenced.
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Charges of the Paid Repair

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 a. Within thirty (30) calendar days of receiving the product if the product has sustained a substantial damage in transit, provided with always that the damage proof by the carrier can be provided to EcoFlow. 
 b. Within thirty (30) calendar days of receiving the product if the product does not match the original description of the product in one or more significant respects. 
 c. Within thirty (30) calendar days of receiving the product if the product has a manufacturing defect or suffers performance failure. 
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You Can Request Replacement Service

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 a. It is requested beyond thirty (30) calendar days of receiving the product.
 b. The product is returned without confirmation by EcoFlow customer service team.
 c. The product has not been delivered to EcoFlow in fifteen (15) calendar days after Replacement Service confirmation is sent from EcoFlow.
 d. Valid proof-of-purchase and proof-of-warranty are not provided, or are reasonably believed to have been forged or tampered with.
 e. The product sent to EcoFlow for replacement does not include all the original accessories, attachments, and packaging, or it contains items damaged by man-made error.
 f. The product is found to have no defects or inconsistency after all appropriate tests conducted by EcoFlow or the repair service center authorized by EcoFlow.
 g. Any fault or damage of the product is caused by collision, scorching, or unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.), or improper installation or operation.
 h. The product labels, serial numbers, water damage marks, etc. show signs of tampering or alteration.
 i. Damage is caused by uncontrollable external factors, including fires, floods, high winds, lightning strikes, or traffic accidents.
 j. Proof of damage during transit issued by the carrier cannot be provided.
 k. When used with third-party components not approved by EcoFlow product parameters or certified by EcoFlow, used as input or load, damage caused by reliability and compatibility problems occurs.
 l. Other circumstances not stated in this Policy but EcoFlow has reasonable ground to refuse the request.
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Replacement Service Will NOT Be Provided Where:

For more information about the replacement service, you can find in the <a href="https://uk.ecoflow.com/pages/replacement-policy">Replacement Policy.</a></div>

More Information

Within thirty (30) calendar days of receiving the product if the product is unused and in the same condition that you received it. </div>

You can request Return & Refund Service

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 a. It is requested beyond thirty (30) calendar days of receiving a product.
 b. The product is returned without obtaining the Return & Refund Service confirmation by EcoFlow customer service team.
 c. The product is not delivered to EcoFlow in fifteen (15) calendar days after the Return & Refund Service confirmation is sent from EcoFlow.
 d. A valid proof of purchase and proof of warranty are not provided, or are reasonably believed to have been forged or tampered with.
 e. The product sent to EcoFlow for Return & Refund Service does not include all the original accessories, attachments, or packaging items or such items are not in new or like-new condition.
 f. Any fault or damage of the product is caused by collision, scorching, or unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.), or improper installation or operation.
 g. Product labels, serial numbers, water damage marks, etc. show signs of tampering or alteration.
 h. The product has damage caused by uncontrollable external factors, including fires, floods, high winds, lightning strikes, or traffic accidents.
 i. The product is used with third-party components not approved by EcoFlow, or used as input or load, damage caused by reliability and compatibility problems occurs.
 j. Other circumstances not stated in this Policy but EcoFlow has reasonable ground to refuse the request.
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Return & Refund Service will not be provided where:

For more information about the Return & Refund Service for the purchases from EcoFlow official websites or EcoFlow official stores, please find in the <a href="https://uk.ecoflow.com/policies/refund-policy">Return & Refund Service Policy.</a> If you purchase the product from EcoFlow’s authorized dealers or resellers, please contact them directly to seek the return & refund service. </div>

More information

By obtaining after-sales services under this Policy, you authorize EcoFlow to collect, process, store and transfer your contact information, including name, phone number, shipping address and email address. We will protect the security of your information. </div>

Within the warranty period if the product has a manufacturing defect or suffers performance failure.</div>

You Can Request Warranty Repair Service

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 a. The warranty period of the product has expired.
 b. Unable to provide proof of purchase and relevant documents, or unable to prove that the product is within the warranty period.
 c. Product identification information (such as barcodes, model numbers, warning icons, etc.) has been altered or worn off.
 d. Unauthorized modifications to product software or hardware, use of unofficial or unauthorized accessories, third-party devices, use of the product under conditions not recommended by the official guidelines, and any damage caused by failure to follow instructions in the quick guide, user manual (or other relevant documents), improper use, maintenance, etc.
 e. Damage caused by force majeure (including but not limited to earthquake, fire, flood, war, lightning strike, theft, etc.).
 f. Any failure or damage to the product caused by external factors such as collisions and burns, including but not limited to exposure to high temperature and humidity, oily or smoky environment, intrusion of foreign substances (liquids, corrosive substances, oxidation, insects, sand, etc.), improper installation or operation.
 g. Damage caused by repairs by persons or institutions not authorized by EcoFlow.
 h. Natural damages to the surface of the product (abrasions, scratches, etc.) that do not affect its functionality and normal usage.
 i. Unauthorized alteration of warranty cards or warranty statements.
 j. The product has been found to be free from defects after all appropriate testing performed by EcoFlow or a repair service center authorized by EcoFlow .
 k. Products that have been modified or disassembled without authorization.
 l. Products purchased from unauthorized resellers.
 m. Non-commercial versions of the product are not covered by the warranty.
 n. The product has not been sent back to EcoFlow 15 calendar days after warranty repair confirmation from EcoFlow.
 o. Other circumstances not listed in this Policy but EcoFlow has reasonable grounds to refuse the request.
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In the following cases, EcoFlow will not be able to provide free warranty services for your product during the warranty period:

For more information about the repair service, you can find in the <a href="https://uk.ecoflow.com/pages/repair-policy">Repair Policy.</a>

The Policy is not intended to replace the laws governing the sale of consumer goods, nor the rights and privileges enjoyed by you under the laws. Therefore, it does not affect, change, or replace such rights. You may have certain additional rights with regard to warranty services according to the applicable laws of your state or jurisdiction. Nothing in this Policy affects your statutory rights, including rights of consumers under laws or regulations governing the sale of the products that cannot be waived or limited by agreement.</div>

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After-Sales Services Policy for UK End Users

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Welcome to EcoFlow Support

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After-Sales Services Policy for UK End Users

1.

Contact us

Home
Support
After-sales policy