Preguntas frecuentes

  • How do I activate my extended warranty service?

    Please log in to the Jackery official website and complete the activation form on this page.

    First, select the order ID and extended warranty service purchased from the Jackery official website. Then, provide the purchase information for the product you wish to extend, including the purchase channel, product order ID, serial number, purchase date, and proof of purchase when required.

    You must activate the extended warranty on the Jackery official website within 30 days of purchase.

    After submitting the form, please await email confirmation of submission, which will normally be sent within five business days.

  • What information do I need for activation?

    Please prepare the following information:

    • Extended Warranty Order ID
    • Extended Warranty Service
    • Product purchase channel
    • Product Order ID
    • Product Serial Number
    • Product purchase date
    • Proof of purchase, if required

    At least one of the following must be provided: the product Order ID or proof of purchase.

    If the product was purchased from an offline store, the proof of purchase must include the purchase date, product name, and store name.

  • Where can I find the product Serial Number?

    The Serial Number can be found on the main body of the product and does not normally appear on the packaging.

    You can find the Serial Number on the label on the back of the product casing or by scanning the S/N QR code.

  • When does the paid extended warranty begin?

    The paid extended warranty takes effect immediately after the original product warranty expires.

    To confirm the start date of the extended warranty, customers must provide proof of the original product purchase and proof of the extended warranty purchase from the Jackery official website.

    Repairs or replacements under the extended warranty do not extend the warranty period. The repaired or replaced product will remain covered for the remaining duration of the applicable warranty period.

  • Which products are eligible for the 2-Year Extended Warranty?

    The 2-Year Extended Warranty applies to the following products purchased through Jackery’s official authorized channels in the United States:

    • Explorer 5000 Plus
    • Battery Pack 5000 Plus
    • HomePower 3600 Plus
    • Battery Pack 3600
    • Smart Transfer Switch

    For the Smart Transfer Switch, installation must be completed by a Jackery-recommended certified electrician or another certified electrician selected by the customer.

    Products purchased through unauthorized dealers or other non-official channels are not covered.

  • What should I do if the product has a quality issue during the extended warranty period?

    Please contact the Jackery Customer Team at hello@jackery.com to request after-sales service.

    You may be asked to provide:

    • Proof of the original product purchase
    • Proof of the extended warranty purchase
    • A description of the defect
    • Supporting photos or videos
    • Product Serial Number
    • Receipt date
    • Other information requested by the Jackery Customer Team

    Please do not return the product before receiving confirmation and instructions from the Jackery Customer Team.

  • Can I request a refund, and what is not covered?

    A full refund is available within 30 days following the purchase of the extended warranty service.

    To request a refund, please provide valid proof of purchase, such as a sales receipt, order ID, or other reasonable documentation showing that the extended warranty service was purchased from the Jackery official website.

    The extended warranty does not cover circumstances including, but not limited to:

    • Misuse, abuse, accidental damage, or unauthorized modifications
    • Repairs performed by unauthorized service providers
    • Products purchased through unauthorized channels
    • Improper installation, operation, storage, or maintenance
    • Normal wear and cosmetic damage that does not affect functionality
    • Normal battery capacity degradation
    • Damage caused by uncertified third-party components
    • Products with altered or removed Serial Numbers
    • Claims submitted without valid proof of purchase
    • Product loss or damage resulting from unauthorized return shipping
    • Repair requests submitted after the extended warranty expires

    Please refer to the complete Extended Warranty Service Terms for all exclusions and conditions.