Refund Policy

Cancellation

If you need to cancel an order placed on Zendure official website, we offer a full refund for orders canceled when the item has not yet been shipped (normally within two working days). Please note that a transaction fee may be charged by your payment channel (Bank/PayPal, etc). Please consult your payment provider for confirmation.

Please note that once an order has been shipped, we are unable to directly cancel the order. Please contact us to recall the order or reject the shipment when it arrives at your address, and Zendure will offer a full refund after the shipment is successfully canceled or returned. Please note that a transaction fee may be charged by your payment channel (Bank/PayPal, etc). Please consult your payment provider for confirmation.

If you have any questions or concerns regarding your order, please contact us for assistance. However, we do not offer compensation for any losses resulting from the cancellation of crowdfunding or pre-sale orders, including but not limited to principal, interest, exchange rates, and opportunity costs. By participating in crowdfunding or pre-sale orders, you agree to assume any such losses that may arise from their cancellation.

Returns & Refunds

At Zendure, we want our customers to be completely satisfied with their purchases. If for any reason you are not satisfied with your purchase, you may return your product(s) to Zendure within 30 days from the date the item was received.

To initiate a return, please contact us by submit a ticket and include your name, the item(s) you want to return, and order information with sufficient proof of purchase, such as the order number from online purchases made through Zendure or a sales invoice. It may be necessary to provide more than one type of proof of purchase to process a warranty claim (such as a receipt of money transfer and confirmation of the address the item was originally shipped to).

Buyers must also provide the defective item's serial number and/or visual proof depicting the defect. It may be necessary to return an item for quality inspection.

Zendure’s support team will reply to you within 1-2 business days, for processing Return Merchandise Authorizations (RMA). All returns must be assigned an RMA number for processing.

Write the RMA number on the shipping label on the outside of the package. RMA numbers should be clearly displayed on the return shipping label of any package being returned to Zendure. Do not write the RMA number on the green carton box.

Packages without an RMA number on the return shipping label may not be accepted by our local warehouse.

Please note that :

  1. Any returned item must not be an open-box product.
  2. Any returned item must be returned with their included product manuals, cables, and all accessories. We can not accept any returns if the product is damaged or missing in-the-box accessories.
  3. Shipping charges are not refundable. The customer assumes all shipping charges, or any other fees associated with the transportation of the product to our facility.
  4. Zendure is not responsible for lost or damaged products.
  5. Zendure can not accept returns of overstock inventory from authorized resellers more than 6 months or 180 days from the delivery date.

If the customer applies for a return or exchange due to non-quality issues within 30 days from the date of product purchase, the relevant logistics costs (including but not limited to freight, taxes, customs clearance fees) will be undertake by the customer. Customers can contact Zendure customers support to get return cost quotation,The relevant logistics costs depend on the region where the consumer submits the product.

After we receive the returned item(s), please allow 5-7 business days to process your refund. Refunds will only be credited back to the original payment method used for purchase. Please allow a complete billing cycle for the credit to appear on your credit card statement.

Please note that we only accept returns and refunds for products purchased directly from Zendure. Customers who purchased our products from authorized resellers should contact the reseller directly for returns and refunds. If you purchased the product directly from Zendure and wish to initiate a refund, please follow our return and refund policies as outlined above.
Please note that we can only accept non-quality issue returns and exchanges for orders within 30 days from the date of purchase. Orders more than 30 days cannot be processed refund/replacement without quality issues. If there are quality problems with the product, after-sales processing will be carried out according to Zendure warranty policy. if the service policy conflicts with local laws and regulations, all the laws and regulations of the country shall take priority.

Replacement

Zendure will replace (at Zendure's expense) any Zendure product that fails to operate during the applicable warranty period due to a defect in workmanship or material, if that product is not repairable. The expiration date of the replacement product’s warranty will be the same as that of the original product.

Please note that for quality-related warranty claim requests, the product will be replaced with a factory refurbished model of equal value when available, in case if refurbished model is not available in our stock. A brand new product will be sent. In situations where a replacement is not an available or preferred option. Zendure will offer a partial refund according to the usage time of the device.


Please contact us at support center and include your name, order number and information about the products(s). Our staff will reply within 1-2 business days for processing a Return Merchandise Authorization (RMA). After we receive the returned item, please allow 5-7 business days to process your replacement.

How to Claim your Warranty

If you purchased from our Authorized dealer , You can directly contact Authorized dealer to claim your warranty services if it is more convenient for you, you can follow below step to get our services as well.If you purchased from our official store. please directly refer below step to get Warranty services.

Step 1: Claim your warranty on any channel below:

  1. eu.zendure.com
  2. Submit a ticket to our Support Center
  3. Zendure apps

Step 2: Please be prepared with documentation or a short video with the following information:

  1. Order number
  2. Proof of purchase
  3. Serial number
  4. Visual proof depicting the defect (include video or photo)
  5. Email address
  6. Contact telephone number
  7. Address for receiving the replacement

Step 3: The Zendure support team will make a final determination regarding warranty service with our RMA report. This may include options such as shipping the product for repair, on-site repair, or replacement.

Step 4: Ship the item(s) to Zendure with your RMA number included on the shipping label on the outside of the packaging. Do not write the RMA number on the green carton box.


Effective date: from 2023.05.01