Service Policy - Jackery

1. Limited Warranty

Jackery Inc. warrants to the original consumer purchaser that the Jackery product will be free from defects in workmanship and material under normal consumer use during the applicable warranty period identified in the 'Warranty Period' section below, subject to the exclusions set forth below.

This warranty statement sets forth Jackery's total and exclusive warranty obligation. We will not assume, nor authorize any person to assume for us, any other liability in connection with the sale of our products.

 

2. Warranty Period

• 5 years warranty - Jackery Explorer 5000 Plus series

• 3+2 years warranty - Jackery HomePower series, Explorer Plus (exclude 100 Plus）, Explorer Pro series.

• 2+1 years warranty - Jackery 1500 Series/1000 Series/500 Series/300 Series/240 Series/160 Series/SolarSaga 200W/100W/80W.

• A 6 month warranty on renewed Jackery products.

In each case, the warranty period is measured starting on the date of purchase by the original consumer purchaser. The sales receipt from the first consumer purchase, or other reasonable documentary proof, is required in order to establish the start date of the warranty period.

 

3. Repair or replacement

Jackery will repair, at Jackery's expense, any Jackery product that fails to operate during the applicable warranty period due to a defect in workmanship or material. For any unrepairable product, Jackery will provide a free replacement with the same or an equivalent model, as agreed upon by both parties.

A 90-day repair/replacement warranty is provided from the date the repaired/replaced product is received. Repaired/Replaced products will be covered by either the original warranty period or the repair warranty, whichever is later.

 

Replacements may be refurbished but will be functionally equivalent to the original item.                                                                                                              

4. Limited to Original Consumer Buyer

The warranty on Jackery's product is limited to the original consumer purchaser and is not transferable to any subsequent owner.

 

5. Exclusions

Jackery's warranty does not apply to: 

• Misused, abused, modified, damaged by accident, or used for anything other than normal consumer use as authorized in Jackery's current product literature. 

• Attempted repair by anyone other than an authorized facility 

• Any product purchased through an online auction house. 

Jackery's warranty does not apply to the battery cell unless the battery cell is fully charged by you within seven days after you purchase the product and at least once every 6 months.

All orders on Jackery’s official website will be shipped within 1–2 business days after placement, typically via FedEx or OnTrac. We also use USPS, UPS, DHL, GLS, xmiles, and WPG for delivery.  
・For the following states, shipping takes 2–5 business days: CA, AL, GA, LA, MA, MO, NC, SC, VA, AR, IL, KS, OK, TX.  
・Please note that shipments to remote areas may require additional delivery time.

・Please note that delivery may be delayed due to weather conditions, traffic conditions, holidays and so on.

・The portable power supply and solar panels cannot be shipped together. Note: if you ordered all items together, they may be shipped in separate packages.

 

For the Jackery HomePower 3600 Plus power station, the next batch is expected to be ready and we will start arranging deliveries from April 15 onward. As a result, this product is not eligible for the 2-Day Delivery service at this time and will be fulfilled under the standard shipping timeline, with orders dispatched sequentially once fulfillment begins from April 15.

 

2-Day Delivery Service 

1. Definition

What “2-Day Delivery” means:
Delivery is considered “2-day” if the parcel is delivered on the same day, the next day, or the third day after the initial carrier scan. Below are examples of expected delivery timelines:
- Orders placed before 7 AM PDT Monday are expected by Thursday.
- Orders placed after 7 AM PDT Monday are expected by Friday.
- Orders placed before 7 AM PDT Friday are expected by next Wednesday.
- Orders placed after 7 AM PDT Friday are expected by next Thursday.

Order eligible Jackery products (model-specific, as indicated on the product page) by 7 AM PDT to receive your purchase within 2 business days in the following areas:

1) California: 

Alameda, Anaheim, Aptos, Arroyo Grande, Auburn, Bakersfield, Brentwood, Burbank, Cathedral City, Corona, Encinitas, Escondido, Eureka, Fairfield, Fallbrook, Fresno, Garden Grove, Groveland, Hesperia, Hollister, Irvine, Lincoln, Long Beach, Los Angeles, Monterey Park, Oakland, Ontario, Placerville, Quincy, Riverside, Sacramento, San Diego, San Francisco, San Juan Capistrano, San Mateo, Santa Barbara, Santa Rosa, Simi Valley, Sonora, Sunnyvale, Temecula, Thousand Oaks, Torrance, Vallejo, Ventura, Westlake Village, Westminster 

 

2) Florida: 

Brooksville, Crestview, Dunnellon, Hollywood, LaBelle, Naples, Niceville, Orlando, Palm Coast, Pensacola, Stuart, Tampa, West Palm Beach 

 

3) Texas: 

Austin, Bedford, Burleson, Canyon Lake, Carrollton, Dallas, Desoto, Duncanville, El Paso, Euless, Fort Worth, Houston, Humble, Irving, Katy, Lorena, Longview, New Braunfels, Plano, San Antonio, Schulenburg, South Padre Island, Spring, The Woodlands, Wolfforth 

 

4) Washington: 

Des Moines, Kent, Kingston, Redmond, Rochester, Seattle, Tacoma 

 

5) Colorado: 

Boulder, Denver, Fort Collins, Loveland, Louisville, Montrose, Pagosa Springs, Peyton, Steamboat Springs, Timnath 

 

6) New York: 

Flushing, Freehold, Long Island City, New York, South Richmond Hill, Syracuse 

 

7) North Carolina: 

Charlotte, Chapel Hill, Concord, Lenoir, Mooresville, Morehead City, Wilmington 

 

8) Pennsylvania: 

Downingtown, New Kensington, Reading, Wexford, Williamstown 

 

9) Oregon: 

Eugene, Murphy, Portland, Salem, Turner 

 

10) Virginia: 

Bristol, Midlothian, Virginia Beach, Winchester, Woodbridge

 

11) Arizona: 

Chandler, Gilbert, Glendale, Mesa, Phoenix, Prescott Valley, Quartzsite, Tempe, Tucson

 

12) Michigan: 

GRAND BLANC, Midland

 

13) Georgia:
Atlanta, Douglasville, Fort Benning, Hiawassee, Lilburn, Macon, Sautee Nacoochee, Social Circle, Talking Rock, Villa Rica

 

14) Ohio: 

Aurora, Cincinnati, Lebanon, Twinsburg, Waynesville

 

15) New Jersey: 

BEACHWOOD, Carlstadt, Livingston, North Middletown, Trenton

 

16) Illinois: 

Burr Ridge, Chicago

 

17) Tennessee:

Spring Hill, Mt. Juliet

 

18) Utah: 

Heber City, Hurricane, SALT LAKE CITY

 

19) Massachusetts:

Canton, Hingham, Mashpee

 

20) Maryland:

Aberdeen Proving Ground, Germantown, Middletown, Stevensville

 

21) Missouri: 

Billings, Kansas City, Saint Louis

 

22) Minnesota: 

Richmond, Pelican Rapids

 

23) Wisconsin: 

Columbus, Milwaukee, Somerset

 

24) South Carolina:

SPARTANBURG, TRAVELERS RST

 

25) Indiana:

NOBLESVILLE

 

26) Nevada: 

Dayton, Henderson, Las Vegas, Reno, Silver Springs

 

27) New Mexico: 

Albuquerque, Cleveland, Farmington, Rio Rancho, Santa Fe

 

28) Idaho: 

Boise, Idaho Falls

 

29) Alabama: 

Chelsea, Eufaula, Trussville

 

30) Connecticut: 

Southbury

 

31) Louisiana: 

West Monroe

Prairieville

 

32) Iowa: 

MANCHESTER

 

33) Oklahoma: 

OKLAHOMA CITY, Stillwater

 

34) Arkansas: 

North Little Rock

 

35) Delaware:

Ocean View

 

36) District of Columbia: 

Washington

2. How Delivery Speed Is Calculated
Delivery speed is measured as the percentage of U.S. Prime buyer page views where the displayed shipping promise is: 
- ≤ 1 day (e.g., “same-day” or “next-day delivery”) 
- ≤ 2 days (e.g., “two-day delivery”) 

Page views showing delivery promises of 3 days or longer are included only in total views and do not count toward the ≤1‑day or ≤2‑day thresholds.

3. Important Notes 
- While products may be listed with next-day or two-day delivery options, actual promised delivery times may extend to 3–5+ days due to order cutoffs, weekends, and holidays. 
- Delays caused by major events (e.g., severe weather, carrier issues) are excluded from these calculations. 
- Minimum delivery speed standards are updated quarterly with at least 45 days’ notice. Requirements may be adjusted during peak seasons to reflect carrier network constraints. 

These delivery standards follow Amazon Seller Fulfilled Prime guidelines.

1. Payment Methods

The following payment methods are available.

Visa/Mastercard/American Express/Discover/Diners Club/Shop Pay/Apple Pay/Google Pay/PayPal Express/Affirm

 

2. Payment Failure

To protect your security and privacy, your bank cannot provide Jackery with information about why your payment was declined. Please contact your bank directly to resolve these payment issues.

 

To determine why your payment was declined - please consider the following factors and contact your bank for more information if necessary.

① Have you exceeded your credit limit?

② Did you correctly enter your credit card number, credit card expiration date, billing address and phone number into your account?

③ Did you make purchases that exceed your normal spending limit? Some banks will block transactions for security reasons.

④ Does your card issuer have special policies, regarding electronic or Internet purchases?

 

3. Installment Payments

We offer installment payments for individual products priced above $500. When the conditions are met, the Affirm icon will be displayed on the product tour, and the customer will click on 'Prequalify now' and a preview of the installment plan and installment amount will appear. qualify' will jump to Affirm page.

Jackery offers a 30-day return policy, starting from the date you receive your order, for products purchased directly from the Jackery website and Jackery’s Amazon Store. Customers who purchased from retailers or channels other than the Jackery website or Jackery Amazon store and wish to return their product for a refund should first review the return and refund policy of the respective retailer. For further questions or assistance, please contact our customer support team at hello@Jackery.com and provide your order details. Products that are custom-configured or branded to your specifications are not eligible for return.

You can initiate the return by reaching out to our customer support team at hello@jackery.com, and provide your order information, product serial number, reasons for return, and photos or videos showing the defects. Please do not ship any return items to us without first initiating a return request.

 

1. Returns for Refunds
We are confident that you will love your new Jackery product. However, if you are unsatisfied for any reason, Jackery offers a 30-day return policy, starting from the date you receive your order, for products purchased directly from the Jackery website and Jackery’s Amazon Store. There are a few important things to keep in mind when returning a Jackery product:

• Customers who purchased from retailers or channels other than the Jackery website or Jackery Amazon store and wish to return their product for a refund should first review the return and refund policy of the respective retailer. For further questions or assistance, please contact our customer support team at hello@Jackery.com and provide your order details.
• Products that are custom-configured or branded to your specifications are not eligible for return.
• To initiate the return, please reach out to our customer support team at hello@Jackery.com, and provide your order information and reason for return. Once your return request is processed, we will provide you with a Return Merchandise Authorization (RMA) number. When you ship out the return package, please be sure to write the RMA number clearly on the shipping label on the outside of the package. Do not write the RMA number on the actual box. Packages without an RMA number on the return shipping label will not be accepted by our warehouse.
• Please ensure that the item you are returning is in its original condition. For items returned not in their original condition, a restocking fee will be applied and deducted from the refund amount. Please refer to the fourth section, titled 'Return/Replacement Shipping Requirements,' for additional details on the return shipping steps.
• Jackery will cover the shipping cost for returns for the following reasons: defect product, delayed shipping, or damaged package. For returns due to all other reasons, return shipping and handling fees will be deducted from the refund amount.
• In order to avoid any trouble caused by the package when you return it, it is recommended that you keep the original packaging for at least 30 days.
• Once Jackery receives your item, a refund will be processed within 10 business days. The refund will be processed through your original payment method. It may take some time before your refund is posted on your bank account or credit card statement. If you haven't received a refund within this period, please first check your credit card transaction or bank account again. For refunds to credit cards, please allow an extra 7-10 business days for a credit to appear on your credit card statement. Thereafter, please contact your bank and credit card company to verify whether the refund has been received. If you have done all these and still have not received our refund, please contact as at hello@jackery.com

If you have questions or require more information regarding our return & refund policy, please contact our customer support team at hello@jackery.com.

 

2. Warranty Replacement
We stand behind our products and provide warranty service for any defects during the warranty period. Please refer to the product page for information on warranty period. For more information on warranty coverage, please refer to Service Policy.

For any defective product under warranty, please contact our customer support team at hello@jackery.com. Be sure to include the following information: your order number or valid proof of purchase, the product serial number, photos or videos clearly showing the defect. Our team will assist with troubleshooting and, if eligible, arrange a repair (if the unit is not repairable), or a returns.

If a defective product under warranty needs to be shipped to us for repair, replacement, or return, Jackery will cover the shipping cost for verified defective items. However, if the item is claimed as defective by the customer but is found to be fully functional after inspection by our technicians, a shipping and restocking fee will apply.

We will ship repaired products, or replacement units for items that are unrepairable, to the same address as the original order, unless a new address is provided. Repair/Replacement process typically takes up to 5 business days to complete. Shipping for verified defective product repairs or replacements is covered by Jackery.

Replacement products may be refurbished but will be functionally equivalent to the original item.
 

Please carefully review this page and our Service Policy for the full conditions regarding defective product repair, replacement, or return. If these conditions are not met, Jackery reserves the right to decline repair, deny a replacement, or refuse a refund.
 

3. Out of Warranty Repairs
Jackery offers out-of-warranty services for products purchased beyond the warranty period. Please reach out to Jackery’s customer support team at hello@jackery.com for more details. Or feel free to look into Trade In.

 

4. Return/Replacement Shipping Requirements

Jackery will not be responsible for any lost packages shipped using a previously used return label.

 

FedEx, UPS, or USPS may initially accept a package with a duplicate or previously used return label when dropped off. However, the package is likely to be stopped and discarded by the carrier during transit. Tracking may show the package as delivered when, in reality, it was never actually delivered. 

 

Please ensure to follow the below return shipping requirements

• Jackery provides free return shipping labels for RMA returns—one package per label. Please ensure the correct label is placed on the corresponding box by referring to the shipping weight printed on each label. Each shipping label is intended for one-time use on a single package.
• Securely package your return items in the original packaging and shipping box to prevent damage during transportation.
• Include all parts, accessories, and documentation in the package.
• Write the Return Merchandise Authorization (RMA) number provided to you by us clearly on the shipping label on the outside of the return package. Do not write the RMA number on the actual box. Packages without an RMA number on the return shipping label may not be accepted by our warehouse.
• Ship the unit within 15 days of receiving Jackery’s RMA.
• For Amazon customers, the Amazon Authorized Return slip with a barcode is not a shipping label. You must contact Jackery’s customer support team at hello@jackery.com to obtain an RMA number from Jackery, and we will send you a Jackery prepaid return label.

Orders placed after 9 AM PST can be canceled until 9 AM PST on the next business day. Please note that only full order cancellations are allowed; partial cancellations are not permitted.

Orders placed on the Jackery website take approximately 15 minutes to be processed in our system. To request a cancellation within 24 hours, please email us at hello@jackery.com with your order number, at least 30 minutes after placing the order.

For orders placed on the Jackery Amazon Store, you can cancel your order directly on Amazon within 30 minutes of placing it. To request a cancellation after this 30-minute window but within 24 hours, please email us at hello@jackery.com with your order number.

 

Orders that have exceeded the cancellation window or are shipped are still eligible for return and refund. Please check the Returns, Replacements, Repairs tab for details.

Jackery offers a return-for-recycling service program, allowing customers to return used, unwanted, or end-of-life products for proper disposal, recycling, or repurposing. This service helps reduce environmental impact by ensuring materials are handled responsibly, preventing them from ending up in landfills. We are committed to ensuring the safe handling and disposal of waste batteries. It is important to follow these safety instructions to protect yourself and the environment. When handling waste batteries, especially those containing lithium, it is crucial to be aware of the potential risks. Lithium batteries can pose hazards such as overheating, fire, and even explosions if not handled properly. To ensure your safety, please follow these guidelines:

1. Avoid Physical Damage: Do not crush, puncture, or disassemble batteries. Damaged batteries can leak harmful chemicals or catch fire.
2. Keep Away from Heat and Water: Store batteries in a cool, dry place. Avoid exposing them to high temperatures or water, as this can cause them to overheat or short-circuit.
3. Proper Disposal: Do not dispose of batteries in regular household waste. Instead, take them to designated recycling or disposal facilities. This helps prevent environmental contamination and allows for the recovery of valuable materials.
4. Handling Precautions: When handling batteries, use protective gloves and eyewear to avoid contact with any leaking chemicals. If you notice any swelling, leakage, or unusual odor, handle the battery with extreme caution and seek professional assistance.
5. Emergency Situations: In case of a fire, use a fire extinguisher or sand to extinguish the flames. Do not use water, as it can react with lithium and worsen the situation.

Jackery offers our Return-for-Recycling service to all customers, with verification of their purchase of any Jackery Power Generator through authorized sales channels.

The recycling service is free.
- If a defective power station is returned under warranty, Jackery will cover the return shipping cost.
- For units out of warranty, customers are responsible for the return shipping costs.  

How to Return Your Unit for Recycling?1. Securely pack your unit in a shippable cardboard box and seal it tightly.
2. Place the return shipping label visibly on the outside of the box.
3. Drop off the package at your nearest parcel store.
4. Cash-on-delivery (COD) is not accepted.  

Contact UsCall: 
+1-888-502-2236 Mon-Fri, 9AM-6PM PST
Email: hello@jackery.com

For more information on battery safety and disposal, please contact our customer service team at hello@jackery.com.