Returns and refunds

If what you ordered is not right for you, you can send it back. Below you will find the conditions and the timescales, written so that they are clear before you buy and not afterwards.

How long you have

14 days from the delivery date to open a return request.

The condition the product must come back in

  • As new, not fitted or installed, complete with screws, small parts and original packaging.
  • Not exposed to rain, strong sunlight, frost or other weather.

Products that cannot be returned are those cut or made to measure, those already installed and those damaged by improper use.

On brackets, hooks and outdoor accessories this point is decisive: a hook already fixed to the roof, even just as a trial, almost always shows tightening marks and cannot come back as new. If you have any doubt about compatibility, ask us before you fit it: we will answer with the measurements in front of us.

How to request one

  1. Write to hello@ecoflowliving.com stating your order number and the items to be returned.
  2. You will receive the instructions and, where applicable, a prepaid return label.
  3. Pack the product so that it is protected against knocks and hand it to the courier indicated.

Who pays for the return

  • If you use our prepaid label, the cost may be deducted from the refund, unless a free-returns promotion is running.
  • If the product is faulty or does not match the order, the return is completely free and we arrange the collection ourselves.

Refunds

Once the item has been received and checked, the refund is processed within 7-10 working days to the same payment method used for the purchase. Alternatively you can ask for a gift voucher of the same value, to spend on the site.

Exchanges

You can ask to exchange a model or a size, where applicable, at no extra cost: once per order and subject to availability.

Product arrived damaged

If the parcel arrives visibly damaged, sign for it with reservation on the courier's delivery note, and send us a photo within 48 hours. With a written reservation the case is closed within a few days; without one, it becomes much slower.