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. Please contact them for further information. Please note that return and refund policies may vary according to local laws and regulations.

Cancellation

Customers can send an email to order.eu@ecoflow.com to 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 24 hours after the order is placed and before delivery has been made (1.5% for credit card users, 2% for PayPal users, 2.6% for Klarna users).

Orders cannot be canceled more than 30 days after they are shipped.

If a product is out-of-stock or you enter an incomplete or incorrect address, we will contact you via email. If, after 15 days, we do not receive a reply, we will automatically cancel the order and refund your purchase.

Return Service

Faulty Returns

Under this policy, "faulty return" means that consumer(s) may apply for return of products in the case of failure caused by impersonal factors. For Faulty issues, we will give you a full refund/free replacement. Please contact EcoFlow Support at support.eu@ecoflow.com, provide proof of purchase* and describe fault situation to start the return process.

* Valid Proof of Purchase:
a. A purchase order number made through eu.ecoflow.com;
b. Sales invoice or order confirmation email that clearly shows the description of the product, its price, and sales channel.

Unconditional Returns Policy

The unconditional return policy applies only to products ordered through EcoFlow.com . EcoFlow does not accept unconditional returns for products purchased through other channels; please contact your point of purchase first.
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. Consumers may provide valid proof of shipping information; if such proof cannot be provided, 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.
For unconditional returns, customers must submit a refund request after contacting EcoFlow Customer Service. For specific instructions, please refer to: Product Return&Replacement Process.
Customers may request a full refund within 24 hours of placing an order on ecoflow.com.
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 (1.5% for credit card users, 2% for PayPal users, and 2.6% for Klarna users).
Orders cannot be canceled more than 30 days after shipment.
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.

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.

Shipping Fees and Refund Policy

a. Return Shipping Costs for Non-Quality-Related Issues

i. If the reason for the return is not related to product quality, the customer is responsible for all associated shipping costs and transaction fees. The refund amount is limited to the actual purchase price of the item. Shipping costs and other additional fees (limited to the direct cost of return shipping, including but not limited to handling fees, customs duties, or taxes) are non-refundable, and the original shipping costs incurred may be deducted at our discretion.

ii. The method of return shipping must be mutually agreed upon by the customer and EcoFlow. If the customer ships the item back unilaterally, the shipping costs will be borne by the customer.

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.

– Damage occurring outside the warranty period or caused by the user: The customer is responsible for all related shipping costs, and will only be reimbursed for the direct cost of return shipping, including but not limited to shipping fees, customs duties, taxes, and clearance fees.

Shipping cost

The rules of liability for return shipping cost are as follows：

For Faulty Returns - In this case the shipping cost shall be borne by EcoFlow
For Unconditional Return - In this case the shipping cost shall be borne by consumer(s).

Return shipping costs can be referenced. Cost is based on the weight, volume and location of the product:

Category	Product category A	Product category B	Accessories
Products	TRAIL series RIVER series RIVER 2 series RIVER 3 series RIVER 3 Plus series RIVER 3 Plus Extra Battery DELTA 3 DELTA 3 Plus DELTA 3 1500 DELTA 3 Classic DELTA mini DELTA DELTA 2 DELTA 2 Extra Battery DELTA 3 Max DELTA 3 Max Plus DELTA 3 Max Plus Extra Battery DELTA Max DELTA Max Extra Battery DELTA 2 Max DELTA 2 Max Extra Battery BLADE GLACIER WAVE 2 WAVE 3 WAVE 3 Add-on Battery GLACIER Classic PowerStream Microinverter 500W Alternator Charger 500w Alternator Charger 800w Solar Panel Smart Home Panel Power Hat RAPID Magnetic Power Bank Bracket - Lattice Balcony Bracket Lightweight - Facade Bracket - Lightweight Bracket - Facade Bracket Adjustable - Facade STREAM Microinverter Smart Meter STREAM AC Pro STREAM AC STREAM Pro STREAM Ultra STREAM Max RAPID Power Bank RAPID Pro X Power Bank RAPID Pro Charger RAPID Pro Desktop Charger RAPID Pro USB-C to USB-C Cable RAPID Mag Power Bank	STREAM Ultra X DELTA Pro 3 DELTA Pro 3 Smart Extra Battery DELTA Pro DELTA Pro Extra Battery Smart Generator Dual Fuel Smart Generator Power Kits 400W Rigid Solar panel 520W Rigid Solar Panel 450W Rigid Solar Panel 400W Rigid Solar Panel 250W Rigid Solar Panel Bracket - Semi-enclosed Balcony Bracket - Concrete Balcony Bracket - Flat Roof Bracket - Pitched Roof	Cables Chargers Adapters Smart Plug

Country	Return shipping cost (€) for Product category A	Return shipping cost (€) for Product category B	Return shipping cost (€) for Accessories
Denmark	30 €	Sent by user	20 €
Sweden	35 €	Sent by user
Norway	50 €	Sent by user
Finland	35 €	Sent by user
Iceland	120 €	94 €
Spain	35 €	110 €
Portugal	35 €	110 €
Italy	35 €	80 €
France	30 €	82 €
Switzerland	50 €	Sent by user
Netherlands	30 €	70 €
Germany	25 €	65 €
Greece	30 €	Sent by user
Slovakia	35 €	Based on actual shipping costs
Poland	30 €	65 €
Romania	35 €	Based on actual shipping costs
Hungary	35 €	Based on actual shipping costs
Austria	30 €	75 €
Belgium	30 €	70 €
Czech Republic	30 €	85 €
Luxembourg	30 €	70 €
Bulgaria	35 €	120 €
Croatia	35 €	Based on actual shipping costs
Estonia	35 €	Based on actual shipping costs
Latvia	35 €	Based on actual shipping costs
Slovenia	35 €	Based on actual shipping costs
Ireland	35 €	Sent by user
Monaco	35 €	Sent by user
Serbia	120 €	Based on actual shipping costs
Bosnia and Herzegovina	120 €	Sent by user
Lithuanian	35 €	Based on actual shipping costs

Product Return&Replacement Process

You can submit your application via the website, email, or phone,our customer service team will review your order to determine if it meets the criteria for returns and exchanges (this review process is limited to verifying the accuracy of the information provided and does not affect your statutory rights under applicable laws). Once we confirm that your order meets the criteria, we will provide you with a Return Merchandise Authorization (RMA) number and a prepaid return shipping label (the shipping carrier will be determined 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. (Personal information provided by consumers will be collected and processed in accordance with the GDPR and other applicable data protection regulations.)
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.
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;

Handling of Items That Fail Inspection

During the statutory no-reason return and exchange period, Zhenghao reserves the right to adjust the refund amount. If, upon inspection by EcoFlow or its authorized service center, the returned product is found to have diminished in value, Zhenghao will adjust the refund amount accordingly (including, but not limited to, deductions for missing accessories, promotional gifts, or depreciation of the product’s value). In such cases, the relevant product will generally be returned to you or handled in a manner mutually agreed upon by both parties.

Outside the statutory no-reason return and exchange period, if the returned product fails to meet the return criteria after inspection by EcoFlow or its authorized service center, 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 product value). In such cases, the relevant 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.

Policy of Refunds & Replacements & Refund Processing Time

For returns of EU orders and if the product is in good condition, we'll charge a transaction fee (1.5% for credit card users, 2% for PayPal users, 2.6% 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://eu.ecoflow.com/policies/refund-policy ）
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.eu@ecoflow.com;
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.
Refunds will be processed after the returned item arrives at our warehouse and is verified to meet the return criteria.
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.

What is not covered Return, Refund & Replacement Services

Note: The following conditions for refusing returns or exchanges based on quality issues do not apply during the statutory return period;

the refund/replacement request is made more than 30 days after receiving the product.
the product is returned without confirmation by EcoFlow customer service team.
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.
a product sent to EcoFlow does not include all the original accessories, attachments, and packaging, or it contains items damaged by user error.
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.
product labels, serial numbers, water damage marks, etc., show signs of tampering or alteration.
the product has not been sent back to EcoFlow within 15 calendar days after confirmation from EcoFlow.
normal wear and tear (including, without limitation, wear and tear of batteries, if applicable).
defects caused by rough or inappropriate handling or use or damage caused by accident,misuse,negligence, fire, water, lightning or other acts of nature.
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.
non-compliance with the Product instructions.
use of spare parts, or other replacement items (including consumables) which are not provided or recommended by us.
any alteration or modification to the Product which has been carried out by you or a third party not authorized by us.
extreme or external causes beyond our reasonable control including, but not limited to, breakdowns, fluctuations, or interruptions in electric power, or wireless networks.
any Product(s) purchased from unauthorized sellers/dealers/resellers.
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.).
unauthorized modification of circuits and mismatch or misuse of the battery and charger.
connection to an improper power supply,
use of the equipment in conjunction with third-party accessories, products, or ancillary peripheral equipment.
equipment where the manufacturer’s serial number has been altered, deleted, removed, or made illegible.
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.
consumable parts.
products that are lost, stolen, or provided free of charge, including promotional or giveaway items,
Any damage to or loss of software programs, data, or removable storage media, as well as costs associated with uninstallation, reinstallation, or integration into the system. (This provision does not apply in cases where the software is essential for the normal operation of the product.)
Other circumstances that are not stated in this policy, but EcoFlow has sufficient proof to refuse.

After-sale Service Contact

Email: support.eu@ecoflow.com

Customer Service Hotline:

DE: 0800 0002566
- Service Hours: Mon-Fri, 09:00-17:00 (CET)
- Only available in Germany
FR: (+44) 800 028 7166
- Service Hours: Mon-Fri, 09:00-17:00 (CET)
- Only available in France
AT: 0800 018 036
- Service Hours: Mon-Fri, 09:00-17:00 (CET)
- Only available in Austria