Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at order.eu@ecoflow.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at order.eu@ecoflow.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at order.eu@ecoflow.com.

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 uk.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 uk.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 (1.3% for credit card users, 1.6% 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 purchase order number made through uk.ecoflow.com;
Sales invoice or order confirmation email that clearly shows the description of the product, its price, and sales channel.

Unconditional Returns Policy

Applicable Channel:Unconditional returns policy only applies to Orders placed on uk.ecoflow.com in the United Kingdom and Ireland; customers can request a return within 30 days after receiving product.

Inapplicable Channel:For products purchased from other Channels EcoFlow does not accept unconditional returns, please contact your purchase channel first;

Unconditional Return Cost:For returns of uk.ecoflow.com 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, 2.6% for Klarna users) + shipping cost.

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:

Products	Return shipping costs (£)
Alternator Charger 600	30
Alternator Charger Plus 1000
Cables	20
Chargers
Adapters
Smart Plug
Bracket - Semi-enclosed Balcony	80
Bracket - Concrete Balcony
Bracket - Flat Roof
Bracket - Pitched Roof
Power Kits
Bracket - Lattice Balcony	30
Bracket Lightweight - Facade
Bracket - Lightweight
Bracket - Facade
Bracket Adjustable - Facade
DELTA 3 DELTA 3 Classic	30
DELTA 3 Plus
DELTA 3 1500
DELTA mini
DELTA 2
DELTA 2 Extra Battery
DELTA Max
DELTA Max Extra Battery
DELTA 2 Max
DELTA 2 Max Extra Battery
DELTA 3 Max
DELTA 3 Max PLUS
DELTA 3 Max PLUS Extra Battery
DELTA Pro 3	80
DELTA Pro 3 Smart Extra Battery
DELTA Pro
DELTA Pro Extra Battery
Smart Generator	80
Dual Fuel Smart Generator
RAPID Power Bank	30
RAPID Pro X Power Bank
RAPID Pro Charger
RAPID Pro Desktop Charger
RAPID Pro USB-C to USB-C Cable
RAPID Mag Power Bank
RAPID Magnetic Power Bank
400W Rigid Solar Panel	80
520W Rigid Solar Panel
450W Rigid Solar Panel
400W Rigid Solar Panel
250W Rigid Solar Panel
RIVER series	30
RIVER 2 series
RIVER 3 series
RIVER 3 Plus series
RIVER 3 Plus Extra Battery
STREAM Microinverter	30
Smart Meter
STREAM AC Pro
STREAM Pro
STREAM Ultra
STREAM Max
STREAM AC
STREAM Ultra X	80
WAVE 2	30
WAVE 3
WAVE 3 Add-on Battery
BLADE	30
GLACIER
Power Hat
GLACIER Classic
GLACIER Classic
Solar Panel

 

 Returns Process

Providing your product has been received and it has been less than 30 calendar days, you can contact the official customer support via: support.eu@ecoflow.com.

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.

Please do not return the items without the RMA confirmation from the EcoFlow Customer Support Team. For returns without confirmation, the refund may not be processed.

After the return of the products, we have three ways of dealing with the customer's request and the actual situation:
Combined with customer needs and actual conditions, we have three ways to deal with return & refund request:

• Refund; (Please refer to our Refund Policy for details)
• Repair after fault investigation; (Please refer to the Repair Policy section of our Warranty Policy for details)
• Replacement of the product; (Please refer to the Replacement Policy section of our Warranty Policy for details)

 
Requirements of Refunds

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

  Refund time

• Refund time for cancelled orders: Full refund within 7 business days
• Refund time for returns：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 support.eu@ecoflow.com;
• Returns & Replacement: 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.

 Return Service may not be provided when:

• For sold products, the date the case was reported is more than 30 calendar days from the date when the product was sold to you.
• The product is returned without confirmation by EcoFlow customer service team.
• The received product has not been sent back to EcoFlow in 15 working days after return confirmation from EcoFlow.
• Legal proof-of-purchase, receipts, or invoices are not provided, or are reasonably believed to have been forged or tampered with.
• A product sent to EcoFlow for return does not include all the original accessories, attachments, and packaging, or it contains items damaged by user error.
• A product is found to have no defects after all appropriate tests are conducted by EcoFlow, and repair service center authorized by EcoFlow.
• 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.
• Product labels, serial numbers, water damage marks, etc. show signs of tampering or alteration.
• Damage is caused by uncontrollable external factors, including fires, floods, high winds, lightning strikes, or traffic accidents.
• Proof of damage during transit issued by the carrier cannot be provided.
• 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.
• Return requirements are not met after product inspection.

Other circumstances 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:

UK: 0808 8126 006
- Service Hours: Mon-Fri, 08:00-16:00 (BST)
- Only available in the UK