Welcome to EcoFlow Support

3.1 Unconditional Returns Policy
a. Unconditional returns policy only apply to Orders placed on EcoFlow.com in the US region; customers can request a return within 30 days after receiving product;
b. For products purchased from other Channels EcoFlow does not accept unconditional returns, please contact your purchase channel first;
c. For unconditional returns, customers can request a refund after confirmation with EcoFlow customer service.


3.2 Requirements of Refunds & Replacements
a. For product and all accessories, no man-made damages are found;
b. All accessories and parts need to be sent back to EcoFlow with the main product;
c. Parts and accessories should be securely packaged for return delivery in order to ensure good condition and to prevent damage during transportation.


3.3 Product Returns Process
a. Providing your product has been received and it has been less than 30 calendar days, you can register your order in our return center: https://EcoFlow.returnscenter.com/. (Only available for the EcoFlow.com orders)
b. Our Support Team will determine whether your order is eligible. After confirming your order is eligible, they will give you a Return Material Authorization (RMA) number and provide you with a prepaid return shipping label (label to be determined by the support team). They will also provide instructions on how to properly package the product to return it safely. Do not ship the product until you have received the proper safety directions on how to ship the product. You must clearly mark the RMA number on the package and include your proof of purchase date with the product;
c. EcoFlow Tech will process your return request according to the return policy. For more details, please refer to our EcoFlow Lithium Battery Return Instructions: https://EcoFlow.com/pages/EcoFlow-lithium-battery-return-instruction;
d. Please do not return the items without the RMA confirmation from the EcoFlow Customer Support Team. For returns without confirmation, the refund or replacement may not be processed;


3.4 Policy of Refunds & Replacements
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, 3.5% for Affirm users) + shipping cost. f there are quality issues with your product, we will give you a full refund or one-time free replacement after you receive the goods;
b. After EcoFlow receives your refund request, we'll issue the refund within 14 business days after we receive your product. We will then notify you by email once your refund has been processed. If you don't receive the refund after 14 business days, please contact order@ecoflow.com;
c. After EcoFlow receives your product replacement request, we'll send a replacement product within 7 business days after receiving your product. Providing EcoFlow has sufficient stock, you'll be notified by email with logistics information.


3.5 Refunds & Replacements may not be provided when:
X The refund/replacement is requested after 30 days of receiving the product.
X The product is returned without confirmation by EcoFlow customer service team.
X 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.
X A product sent to EcoFlow does not include all the original accessories, attachments, and packaging, or it contains items damaged by user error.
X Evidence is found of damage t caused by collision, scorching, or unauthorized use or modification of the product, 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.
X Product labels, serial numbers, water damage marks, etc. show signs of tampering or alteration.
X Damage is caused by uncontrollable external factors, including fires, floods, high winds, lightning strikes, or traffic accidents.
X The product has not been sent back to EcoFlow within 15 calendar days after confirmation from EcoFlow.
X Other circumstances that are not stated in this policy but EcoFlow has sufficient proof to refuse.

a. Ecoflow does not provide global warranty for products, and the warranty service can only be fulfilled at a designated EcoFlow repair center.
b. To repair the product at an EcoFlow repair center and in the event that the product was purchased in another region, customers can still apply for a repair at an additional cost (depending on spare part availability). Some products do not support cross-regional repair even if the customer is willing to pay for the service. For more details, please contact EcoFlow Support.
c. Cross-regional replacement service is not available for different versions of the same product.
d. The customer will need to bear customs duties, taxes, customs clearance, and other costs incurred due to cross-regional repair, regardless of whether it is regarding the warranty repair service or the paid repair service.

a. All refurbished products meet the normal required standards for use and can be used just as with an ordinary unit.
b. Refurbished units are produced and certified by EcoFlow and can therefor benefit from the same after-sales services, including warranty. However, if a replacement is required, reasoning related to appearance, or applications without reason will not be accepted.
c. Customers should ensure the refurbished product has been purchased from an authorized seller. The serial number of the product should match our database records. If the product is not found in our database, the service will not apply.

a. Customers need to check the product for damages before signing for receival. If there are any problems, please contact EcoFlow and provide the corresponding certification or proof. When signing receival for products, the customer needs to check whether the product is intact and undamaged. If left unchecked, it will be deemed that the customer considers that the product is functioning and not damaged. If the product is damaged during transportation, please contact EcoFlow within 24 hours;
b. In the event that the customer sends a product to EcoFlow without advance authorization from EcoFlow’s after-sales team, EcoFlow has the right to reject the package, and any loss or damage shall be covered by customer;
c. If the customer sends a product back to EcoFlow by COD(cash-on-delivery) without authorization of EcoFlow in advance, the package may be rejected due to payment failure; the customer shall bear any direct or indirect loss during this operation;
d. The customer shall send back the product to the specified and unique address according to instruction of the EcoFlow service team.In the event that a product is sent to any other address by mistake, EcoFlow shall not be responsible for safety or transferring of product, even if the address is relevant to EcoFlow;
e. The customer needs to make sure that the receiving addresses are correct and are updated. If the receiving address provided by the customer are wrong, or the recipient refuses to receive the product, the loss caused shall be covered by the customer.
f. Customs Clearance: EcoFlow will not bear any customs clearances incurred.

Before requesting after-sales service, the following steps must be taken:
√Follow the service procedures specified by EcoFlow;
√Follow the instruction of the EcoFlow service team and provide a product defect description and any relevant information of recipient;
√Remove all additional parts. Alterations and attachments are not covered under warranty;
√Ensure that the product or parts are free of any legal restrictions that prevent repair or replacement.

For some circumstances this policy does not cover, customer and EcoFlow shall discuss to find solution based on fact and proof.

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:
1) THIRD PARTY CLAIMS AGAINST YOU FOR DAMAGES;
2) 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.

This policy provides you with extra and specific legal rights. You may have other rights according to the applicable laws of your state or jurisdiction. You may also have other rights under a written agreement with EcoFlow. Nothing in this policy affects your statutory rights, including rights of consumers under laws or regulations governing the sale of consumer products that cannot be waived or limited by agreement.

* EcoFlow reserves the right of final interpretation of the above customers' after-sales policy.