Service Policy - Jackery CA

Jackery offers a 30-day return policy, starting from the date you receive your order, for products purchased directly from the Jackery website. Customers who purchased from retailers or channels other than the Jackery Amazon store or Jackery website and wish to return their product for a refund must contact the original seller, in accordance with their respective return and refund policy. 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 and reason for return. Please do not ship the return items to us without initiating the return. 

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 our website and Jakery’s Amazon Store. There are a few important things to keep in mind when returning a Jakery product:

• Customers who purchased from retailers or channels other than the Jackery Amazon store or Jackery website and wish to return their product for a refund must contact the original seller, in accordance with their respective return and refund policy.
• 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.
• 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.commailto: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 Replacements
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 Limited Warranty. 

To repair, replace, or return a defective product, please reach out to our customer support team at hello@jackery.com to provide details including your order number or proof of purchase, product serial number, and photos or videos as evidence of the defect. Our agents will assist you in resolving the issue, or initiate the repair, replacement, or return. Please carefully review this page and Limited Warranty for conditions for defective product repair, replacement, or return. If the conditions are not met, Jackery reserves the right to refuse to repair the product, provide a replacement, or issue a refund.

If the defect product is to be shipped to us for a repair, replacement, or return, the shipping fee will be covered by Jackery for verified defective products. A shipping and restocking fee will be applied for items claimed as defective by customers but found to be working after testing by Jackery technicians.

Replacement products will be shipped to the same address as the original order unless a new address is provided. Replacement shipping for verified defective products is covered by Jackery.

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. 

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.