3.1 Eligibility & Conditions for Unconditional Returns
a. The unconditional return policy applies only to products ordered through
EcoFlow.com in the United States. EcoFlow does not accept unconditional returns for products purchased through other channels; please contact your point of purchase first.
b. Customers must request a return within thirty (30) calendar days from the day after receiving the product. The receipt date is determined by the shipping tracking record or proof of delivery. If the shipping information appears abnormal or contains obvious errors, EcoFlow reserves the right to make a reasonable determination based on the actual circumstances. For returns not related to product quality issues, if the request is submitted after the deadline, the company reserves the right to refuse the request or deny a refund.
c. For unconditional returns, customers must confirm with EcoFlow Customer Service before requesting a refund. For specific procedures, please refer to: Product Return Process.
d. Customers may request a full refund within 24 hours of placing an order on
ecoflow.com.
e. Please note that if you request a refund more than 24 hours after placing your order and before the item has been shipped, we will charge a processing fee (2.6% for credit card users, 3.6% for PayPal users, and 3.3% for Klarna users).
f. Orders cannot be canceled more than 30 days after shipment.
g. You may request a return or exchange without cause within 30 days of receiving the product. If the product has a quality issue, you may request repair, replacement, or other remedies within 30 days or during the warranty period in accordance with these Limited Warranty Terms. The 30-day no-questions-asked return and exchange policy does not affect your rights under the warranty policy.
3.2 Requirements of Refunds & Replacements
Without affecting the statutory rights consumers are entitled to by law, any requests for refunds or exchanges must meet all of the following conditions：
a. The product must be in perfect condition, free from damage or signs of use, and in its original, resalable condition;
b.The product must be returned along with all original packaging;
c. To ensure that accessories and parts remain intact and to prevent damage during shipping, please pack the item securely before returning it;
d. All accessories, parts, and included promotional items must be returned together; if promotional items are not returned, the company reserves the right to deduct their suggested retail price from the refund amount.
Return or exchange requests that do not meet the above conditions may be denied.
3.3 Shipping Fees and Refund Policy
a. Return Shipping Costs for Non‑Defective Items
If the return is due to non‑quality related reasons, the customer shall be responsible for all related logistics costs and transaction fees. The refund will be limited to the actual purchase price of the item. Shipping fees and any other additional charges (including but not limited to handling fees, duties, or taxes) are non‑refundable, and the original shipping cost actually incurred will be deducted as applicable.
b. Refunds for Bundled Products
For bundled or multi‑item orders, all products included in the order must be returned together. If only one item from the bundle is returned, the refund amount will be calculated as the total amount paid minus the manufacturer’s suggested retail price (MSRP) of the remaining item(s) that are not returned.
c. Warranty‑Related Returns (Quality Issues)
– Within the warranty period: If the return or exchange is caused by a confirmed product quality issue, EcoFlow shall be responsible for the shipping costs for both the return and the replacement shipment.
– Outside the warranty period or due to user‑caused damage: The customer will be responsible for all related logistics costs, including but not limited to transportation, customs duties, taxes, and clearance fees.
3.4 Product Return&Replacement Process
a. Our customer service team will review your order to determine if it meets the return and exchange criteria. Once we confirm that your order qualifies, we will provide you with a Return Merchandise Authorization (RMA) number and a prepaid return shipping label (the shipping label will be provided by our support team). We will also provide product packaging instructions to ensure you can return the product safely. Please do not ship the product until you have received the correct packaging instructions; you must clearly mark the RMA number on the package and include proof of purchase with the product;
b. Once you have received an RMA number, you must ship the relevant product within fifteen (15) calendar days from the date the number was issued, or within any other timeframe specified by EcoFlow. Please do not return the product before receiving an RMA number from the EcoFlow Customer Support Team. When returning the product, you must clearly mark the RMA number on the outside of the package and include valid proof of purchase (such as an order record or invoice). Return or exchange requests that do not meet the above requirements may not be accepted.
c. Returned products will be inspected at EcoFlow or an EcoFlow-authorized service center. If the inspection confirms that the product meets EcoFlow’s return requirements, a refund or exchange will be processed in accordance with applicable policies;
3.5 Handling of Items That Fail Inspection
If, upon inspection by EcoFlow or its authorized service center, the returned product does not meet the return criteria, EcoFlow reserves the right to refuse the refund or exchange request, or to adjust the refund amount accordingly (including, but not limited to, deductions for missing accessories, promotional gifts, or depreciation in the product’s value). In such cases, the product will generally be returned to you, or handled in a manner mutually agreed upon by both parties.
If the product cannot be returned due to your failure to respond or provide valid shipping information, or if the product is returned during the return process due to undeliverability or refusal of delivery, EcoFlow will store the product free of charge for 14 days starting from the date of the last contact with you or the date the product is returned to EcoFlow. After this period expires, if you have not provided further instructions, EcoFlow may continue to store the goods on your behalf and charge you for reasonable storage and handling fees incurred (specific fee schedules will be disclosed to you in advance). If you have not collected the goods or provided disposal instructions within the free storage period, and the associated costs exceed the reasonable value of the goods, EcoFlow reserves the right to dispose of the goods in accordance with applicable laws.
3.6 Policy of Refunds & Replacements & Refund Processing Time
a. For returns of US orders and if the product is in good condition, we'll charge a transaction fee (2.6% for credit card users, 3.6% for PayPal users, 3.3% for Klarna users) and double shipping fee. If there are quality issues with your product, we will give you a full refund or one-time free replacement after you receive the goods;（For shipping rates, please refer to the following link:
https://us.ecoflow.com/pages/ecoflow-return-policy）
b. Once EcoFlow receives your refund request, we will process the refund within 5 business days after the returned item arrives at our warehouse and is inspected to ensure it meets the return criteria. We will notify you via email once the refund has been processed. If you have not received your refund after 5 business days, please contact
support@ecoflow.com;
c. Upon receiving your exchange request, EcoFlow will ship the replacement item within 7 business days after the returned item arrives at our warehouse and is verified to meet the return criteria.
d. Refunds will be processed after the returned item arrives at our warehouse and is verified to meet the return criteria.
e. Refunds will be issued to the account you used for payment via the original payment method. Refund processing typically takes 5 to 7 business days; the exact time it takes for the refund to appear in your account may vary depending on the payment provider or bank’s processing procedures.
3.7 What is not covered Return, Refund & Replacement Services
a. the refund/replacement request is made more than 30 days after receiving the product.
b. the product is returned without confirmation by EcoFlow customer service team.
c. legal proof-of-purchase, receipts, or invoices are not provided, can’t be found, or are reasonably believed to have been forged or tampered with.
d. a product sent to EcoFlow does not include all the original accessories, attachments, and packaging, or it contains items damaged by user error.
e. evidence is found of damage caused by collision, scorching, or unauthorized use or modification of the roduct, including exposure to moisture or water, entry of other foreign items (including but not limited to oil, sand, etc.) or improper installation or operation of the product is found.
f. product labels, serial numbers, water damage marks, etc., show signs of tampering or alteration.
g. the product has not been sent back to EcoFlow within 15 calendar days after confirmation from EcoFlow.
h. normal wear and tear (including, without limitation, wear and tear of batteries, if applicable).
i. defects caused by rough or inappropriate handling or use or damage caused by accident,misuse,negligence, fire, water, lightning or other acts of nature.
j. if the Product contains a battery and the battery has been short-circuited, if the seals of the battery enclosure or the cells are broken or show evidence of tampering or if the battery has been used in equipment other than those for which it has been specified.
k. non-compliance with the Product instructions.
l. use of spare parts, or other replacement items (including consumables) which are not provided or recommended by us.
m. any alteration or modification to the Product which has been carried out by you or a third party not authorized by us.
n. extreme or external causes beyond our reasonable control including, but not limited to, breakdowns, fluctuations, or interruptions in electric power, or wireless networks.
o. any Product(s) purchased from unauthorized sellers/dealers/resellers.
p. use or operate in an environment with electromagnetic interference (i.e. In mining areas or close to radio transmission towers, high-voltage wires, substations, etc.).
q. unauthorized modification of circuits and mismatch or misuse of the battery and charger.
r. connection to an improper power supply,
s. use of the equipment in conjunction with third-party accessories, products, or ancillary peripheral equipment.
t. equipment where the manufacturer’s serial number has been altered, deleted, removed, or made illegible.
u. equipment which has been adjusted or adapted without EcoFlow’s prior written consent, including (but not limited to): upgrading the equipment beyond specifications or features described in the instruction manual, or modifications to the equipment to conform it to national or local technical or safety standards in countries other than those for which the equipment was specifically designed and manufactured.
v. consumable parts.
w. products that are lost, stolen, or provided free of charge, including promotional or giveaway items,
x. damage or loss to any software programs, data, or removable storage media costs associated with de-installation, re-installation, or integration into a system.
y. Other circumstances that are not stated in this policy, but EcoFlow has sufficient proof to refuse.
