Service Policy - Jackery

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.