EcoFlow Warranty Policy
Manufacturers, suppliers, or publishers, other than eu.ecoflow.com, may provide their own warranties to you. Please contact them for further information. Please note that warranty period may vary according to local laws and regulations. Some countries, states and provinces do not allow limitations on how long an implied warranty may last, so the limitation described above may not apply to you. You may have other rights from state to state or by province or by country.
DO NOT USE YOUR PRODUCTS UNTIL YOU HAVE READ THE TERMS OF THE WARRANTY.
All EcoFlow products purchased on eu.ecoflow.com come with a limited warranty (“warranty”) as set out below. BY USING ECOFLOW PRODUCT YOU ARE AGREEING TO BE BOUND BY THE TERMS OF THE ECOFLOW LIMITED WARRANTY.
We provide a limited warranty for purchases on eu.ccoflow.com. The warranty period is measured starting on the date the original consumer purchaser received the products.
Warranty Timeline
Item | Warranty Period (Months) |
---|
DELTA Pro | 36 |
RIVER series (RIVER/RIVER Max/RIVER Pro/ RIVER Extra Battery/RIVER Pro Extra Battery) | 24 |
DELTA series (DELTA Max / DELTA * / DELTA mini / DELTA Max Smart Extra Battery) | 24 |
R600/R600 Max/R600 Pro/EF-1500 * | 24 |
RIVER 370 / RIVER 412 | 18 |
110W Solar Panel/160W Solar Panel/85W Solar Panel/21W Solar Panel/60W Solar Panel | 12 |
River Bank/Rapid Power Bank/Rapid Plus Power Bank | 12 |
Cables/Chargers (inside the package/sold separately) | 12 |
*For R600 series Kickstarter backers, EcoFlow offers 36 months warranty.
**For Delta Kickstarter backers, EcoFlow offers an exclusive lifetime battery warranty. Kickstarter backers will need to cover the freight fees if the batteries need to be replaced.
Cross-Regional After-Sales Service
a. Ecoflow does not provide global warranty with respect to products, and warranty service can only be obtained at a designated EcoFlow repair center.
b. To repair the product in a EcoFlow repair center when the product was purchased in another region, depending on part availability, customers can obtain cross-regional repair service at an additional charge. (Some products do not support cross-regional repair even if the customer is willing to pay 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 the warranty repair service or paid repair service provided.
Exclusions and Limitations
This warranty does not apply:
- Non-quality related issues;
- Items purchased from unauthorized resellers;
- Purchases without valid proof of purchase;
- Items that have been refunded;
- Items that have expired their warranty period;
- Any defects or damages caused by misuse of products, unauthorized modification, dis-assembly or operation not in accordance with the official instructions or manuals;
- Any defects or damages caused by exposure to excessive heat, liquids or other external causes;
- Any defects or damages caused by reliability or compatibility issues when using unauthorized third-party parts;
- Lost or stolen products;
- Free products.
Valid Proof of Purchase
Order number of purchases made through eu.ecoflow.com; Sales invoice or order confirmation email that clearly shows the description of the product, its price and sales channel. Most of our products have an over 12-month warranty. Because most shipping information cannot be found online after 6 months the transport ends (if the original purchaser can’t find it online), the warranty period is measured starting on the date of purchase by the original consumer purchaser. We will extend the warranty period for you by one month.
How to claim your warranty?
Step 1
Claim your warranty on eu.ecoflow.com : https://eu.ecoflow.com/apps/product-registration
Step 2
Contact EcoFlow Customer Service Team at support.eu@ecoflow.com
Attach a short video to show the issues.
Step 3
While the Customer Service Representative processes the claim, you will receive a Return Material Authorization (RMA) form.
If your item is eligible for EcoFlow Warranty Policy, you will received a prepaid shipping label*. Please follow the instructions on how to properly package and return the item safely.
Please follow the instructions above before you ship out the products.
*Please note that we can only provide prepaid return shipping labels for return packages in Europe. For return in other countries and areas, please contact our Customer Service Team at support.eu@ecoflow.com for more details.
**Instruction on how to properly package and return the item safely.
Step 4
EcoFlow will proceed with replacement 15 business days* after confirming that the defective item is received at our warehouse. The final resolution is subject to the availability of the replacement items. *Please note that delivery is subject to changes caused by force majeure.
Shipping Policy
Shipment processing time
Orders are processed and delivered within 4-10 business days in most cases. Orders are not shipped or delivered on weekends or holidays. If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email.
Shipment confirmation & Order tracking
Please make sure all the shipping information you provide to us is correct. You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.
Damages
Eu.ecoflow.com is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim. Please save all packaging materials and damaged goods before filing a claim. For any further questions regarding your order, please contact order.eu@ecoflow.com.
Shipment Carrier
Orders will be shipped from Germany or Czech warehouse, the primary shipping carrier are DPD and GLS, you could track your order by following these links:
The shipping time varies according to different destinations, for further details, please contact order.eu@ecoflow.com.
Shipment Countries
EcoFlow orders could be shipped to most EU countries (except outlying islands and overseas territories such as Cyprus, Malta, Greenland, La Réunion).
Shipping Support
Order and Shipping Related Inquiries : order.eu@ecoflow.com
After-sale Service Center address : Dr.-Ruben-Rausing Str.2, Lager Halle 8, 65239 Hochheim am Main, Germany
(Please contact EcoFlow Support at support.eu@ecoflow.com for return request and instructions to send your products to us. Do not send products to the address of After-sale Service Center without confirmation from EcoFlow Support. Otherwise, the product may not be collected and result in lost parcel.)
Payment Policy
Payment methods:
Currently, eu.ecoflow.com supports 2 payment methods: PayPal and Credit/Debit Card.
Detailed processes are as follows:
1. PayPal
After submitting an order, you will be redirected to PayPal login page to complete the transaction. To proceed, you need to:
- Log in to your PayPal account
- Enter card details and click ''Submit''
- Your payment will be processed and an invoice will be sent to your e-mail address.
2. Credit/Debit Card
We accept the Below credit/debit cards as payment:
- Visa
- MasterCard
- Discover
- JCB
Step 1. On the payment page, select "Checkout.com" as payment method and then click on "Complete order" to proceed.
Step 2. You will then be directed to Checkout's payment page. Fill out your card information and then click "Checkout Now" to access 3D Secure page and finalize payment.
Step 3. After payment is finalized, you will be directed to Order Confirmation page, where you can check your order information.
Return & Refund Policy
We hope you love what you've ordered! But just in case you're not 100% satisfied, we've made the return process super easy.
Manufacturers, suppliers, or publishers, other than eu.ecoflow.com, may provide their own policies to you. Please contact them for further information. Please note that return and refund policy may vary according to local laws and regulations.
Cancellation
Customers can request a full refund within 24 hours after placing an order on eu.ecoflow.com. Please note that we will charge a transaction fee if you apply for the refund after 24 hours and before delivery (2.6% for credit card users, 3.6% for PayPal users). Orders purchased after 30 days could not be cancelled.
Return
The return service is currently available to European orders. If you want to return the product, please pick up the package first. Then contact our Customer Support Team via support.eu@ecoflow.com to obtain the RMA. Please note that double shipping fee may be deducted from the final return if you directly reject the products.
For the return of European orders, we'll charge the transaction fee (2.6% for credit card users, 3.6% for paypal users) + shipping cost. For quality issues, we will give you the full refund or one-time free replacement after you receive the goods.
Refund
After you returned the product to our warehouse, we'll issue the refund within 14 business days, you'll be notified with an email once your order is refunded.
If you don't receive the refund after 14 business days, please contact us via order.eu@ecoflow.com.
Please follow the 3 steps to process your return
- Step 1:
Contact our Support Team via support.eu@ecoflow.com to consult return and warranty service.
- Step 2:
Our Support Team will determine what further action is required. 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. This is incredibly important. 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.
- Step 3:
EcoFlow Tech will process your return or warranty according to the return or warranty policy.
- Please DO NOT return the items without the RMA confirmation from the EcoFlow Customer Service Team. For return without confirmation, the refund or replacement may not be processed.
Return Shipping Cost
We will charge you the shipping fee under these circumstances:
- If you cancel your order over 24 hours and within 30 days without any reasons, we'll charge the transaction fee (2.6% for credit card users, 3.6% for paypal users) + shipping cost.
- Any defects or damages caused by exposure to excessive heat, liquids or other external causes;
- Any defects or damages caused by reliability or compatibility issues when using unauthorized third-party parts;
- Any defects or damages caused by misuse of products, unauthorized modification, dis-assembly or operation not in accordance with the official instructions or manuals;
Product | Shipping Cost |
---|
DELTA Pro | €100 |
DELTA / DELTA Max | €80 |
Other Products | €60 |
After-sale Service Contact
-
Email : support.eu@ecoflow.com
- After-sale Service Center Address : Dr.-Ruben-Rausing Str.2, Lager Halle 8, 65239 Hochheim am Main, Germany
(Please contact EcoFlow Support at support.eu@ecoflow.com for return request and instructions to send your products to us. Do not send products to the address of After-sale Service Center without confirmation from EcoFlow Support. Otherwise, the product may not be collected and result in lost parcel.)
Impressum
Diese Website wird betrieben von:
EcoFlow Europe S.R.O.
Doubravice 110, 53353 Pardubice, Czech Republic
Kontakt:
https://eu.ecoflow.com/pages/contact-us
E-mail: marketing.eu@ecoflow.com
Vertreten durch: Mr. Lei Wang
Registereintrag:
Eintragung in das Handelsregister: Market Supervision Administration of Shenzhen Municipality
Registernummer : 91440300MA5EL4TP31
Verantwortlich für den Inhalt nach § 55 Abs. 2 RStV: Mr. Lei Wang
Haftungsausschluss
Haftung für Inhalte
Wir haben die Inhalte unserer Seiten mit großer Sorgfalt erstellt, können jedoch für die Vollständigkeit, Aktualität und Richtigkeit der Inhalte keine Gewähr übernehmen. Gemäß § 7 Abs. 1 TMG sind wir als Diensteanbieter für eigene Inhalte auf diesen Seiten nach den allgemeinen Gesetzen verantwortlich. Nach §§ 8-10 TMG sind wir als Diensteanbieter aber nicht verpflichtet, gespeicherte oder übermittelte fremde Informationen zu überwachen oder nach Umständen zu forschen, die auf eine rechtswidrige Tätigkeit hinweisen. Verpflichtungen zur Sperrung oder Entfernung der Nutzung von Informationen nach allgemeinen Gesetzen bleiben hiervon unberührt. Eine diesbezügliche Haftung ist jedoch erst ab dem Zeitpunkt der Kenntnis einer konkreten Rechtsverletzung möglich. Bei Bekanntwerden von entsprechenden Rechtsverletzungen werden wir diese inhalte umgehend entfernen.
Datenschutz
Die Nutzung unserer Website ist in der Regel ohne Angabe personenbezogener Daten möglich. Soweit auf unseren Seiten personenbezogene Daten (zum Beispiel Name, Anschrift oder E-Mail Adressen) erhoben werden, erfolgt dies, soweit möglich, stets auf freiwilliger Basis. Diese Daten werde ohne Ihre ausdrückliche Zustimmung nicht an Dritte weitergegeben.
Wir weisen Sie darauf hin, dass die Datenübertragung im Internet (zum Beispiel bei der Kommunikation per E-Mail) Sicherheitslücken aufweisen kann. Ein lückenloser Schutz der Daten vor dem Zugriff durch Dritte ist nicht möglich.