Warranty conditions

This warranty is available only to customers who have purchased through official Zendure websites, Zendure's Amazon stores, or any Zendure authorized retailer. Parties wishing to participate in the warranty program must adhere to the procedures and requirements outlined in this policy.

Our friendly and helpful support team will be happy to answer any warranty questions you may have. Please feel free to contact us for more information.

Warranty Period
The warranty period for the product is as follows:

Warranty Terms for Gifts:

Zendure GmbH provides free services to its customers as part of certain promotions or when certain purchase conditions are met.

Gifts come with a standard limited warranty of 0 to 12 months from the date of the gift. The specific warranty periods for products are listed in the table below, unless a longer warranty period is explicitly stated on the gift itself or in its accompanying promotional materials. The warranty period begins on the invoice date of the purchased product or the date on the proof of purchase.

If the product purchased by the customer as part of a promotion needs to be returned for a refund, the gift must be returned along with the purchased product as a free promotional item. Otherwise, Zendure GmbH is entitled to deduct the actual value of the gift from the refund.

The table above shows the warranty periods for products purchased from Zendure or its sales partners. Warranty periods for products ordered through Zendure's crowdfunding campaigns (Kickstarter, Indiegogo, etc.) may vary. Please refer to the product documentation for more information.

The warranty period begins on the product's purchase date, as stated on the relevant invoice, receipt, or statement.

To verify your purchase and serve you better, we may ask for information about your order (the receipt with the purchase date, order number, and store name), your warranty card, and, if applicable, your product's serial number.

Warranty Exclusions

Products purchased from unauthorized resellers are not covered by the standard warranty. For paid warranty services, please contact your original point of sale or our customer service. The specific service costs depend on the actual workload.

Furthermore, this limited warranty and its associated services will not exceed the original cost of the Zendure product.

Please note that these warranty terms may be subject to change without prior notice. The Zendure support team reserves the right to make the final decision on warranty coverage and determine the appropriate solution, including replacement, repair, or refund, at its sole discretion.

By purchasing and using the product, the user acknowledges and accepts these terms.

If you wish to cancel an order placed through the official Zendure website, we offer a full refund for cancelled orders before the item has been shipped (normally within two business days). Please note that your payment provider (bank/PayPal, etc.) may charge transaction fees. Please contact your payment provider for more information.

Please note that we can no longer directly cancel an order once it has been shipped. Please contact us to recall the order or refuse delivery when it arrives at your address. Zendure will offer you a full refund once the shipment has been successfully cancelled or returned. Please note that your payment provider (bank/PayPal, etc.) may charge transaction fees. Please contact your payment provider for more information.

If you have any questions or concerns about your order, please contact us. However, we do not offer compensation for losses arising from the cancellation of crowdfunding or pre-orders, including but not limited to principal, interest, exchange rate fluctuations, and lost opportunities. By participating in crowdfunding or pre-sale orders, you agree to bear any losses arising from their cancellation.

Returns and 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 the product(s) to Zendure within 30 days of receipt.

To initiate a return, please contact our Helpdesk with your name, the items you wish to return, and your order details, along with valid proof of purchase, such as the order number for online purchases through Zendure or a sales invoice. You may need to provide multiple types of proof of purchase to process a warranty claim (e.g., bank transfer receipt and confirmation of the original shipping address).

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

The Zendure support team will respond within 1-2 business days to process the Return Merchandise Authorization (RMA). All returns must have an RMA number to be processed.

Please write the RMA number on the shipping label on the outside of the package. The RMA number must be clearly stated on the shipping label of each package returned to Zendure. Do not write the RMA number on the green cardboard box.

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

Please note that:

1. The returned item must be in its original, unopened packaging.

2. All returned items must include all manuals, cables, and accessories. We cannot accept returns if the product is damaged or if accessories are missing.

3. Shipping costs are non-refundable. The customer is responsible for all shipping and other costs associated with transporting the product to our facility.

4. Zendure is not responsible for lost or damaged products.

5. Zendure does not accept returns of excess inventory from authorized resellers more than 6 months or 180 days after the delivery date.

If a customer requests a return or exchange due to quality issues within 30 days of the purchase date, all associated shipping and handling costs (including, but not limited to, shipping costs, taxes, and customs fees) will be borne by the customer. Customers can contact Zendure customer service for a quote for return shipping. Shipping and handling costs vary depending on the customer's location.

After we receive the returned items, it may take 5 to 7 business days for your refund to be processed. Refunds will only be credited to the original payment method used for the purchase. Please allow a full billing cycle for the amount 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 request a refund, please follow our return and refund policy as described above.

Please note that we only accept returns and exchanges of products without quality issues for orders placed within 30 days of the purchase date. Orders placed more than 30 days ago are not eligible for refund or replacement, unless there are quality issues. In case of a product quality defect, customer service will be provided in accordance with Zendure's warranty policy. If our service policy conflicts with local laws and regulations, all applicable laws and regulations of the relevant country shall prevail.

Replacement

Zendure will replace (at Zendure's expense) any Zendure product that becomes defective during the applicable warranty period due to a manufacturing or material defect, if the product is irreparable. The warranty on the replacement product expires on the same date as the original product.

Please note that for warranty claims related to quality, the product, if available, will be replaced with a refurbished model of equal value. If a refurbished model is not in stock, a new product will be shipped. In cases where replacement is not an available or desired option, Zendure will offer a partial refund based on the device's usage time.

Please contact our customer service at the address below, stating your name, order number, and product details. Our staff will respond within 1-2 business days to process a Return Merchandise Authorization (RMA). After receiving the returned item, it will take 5 to 7 business days for your replacement product to be processed.

How to claim your warranty

If you purchased your item from one of our authorized dealers, you can contact the dealer directly to avail of the warranty service. If it is more convenient for you, you can also follow the steps below to avail of our service.

Step 1: Submit your warranty claim through one of the channels below:

1. zendure.nl
2. Submit a ticket to our support center.
3. Zendure applications
4. Customer Service: +33 805 980 187
   Available Monday to Friday, from 9:00 AM to 6:00 PM.
   

Step 2: Prepare documentation or a short video with the following information:

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

Step 3: The Zendure support team will make a final decision on warranty handling based on our RMA report. This may include options such as sending the product in for repair, on-site repair, or replacement.

Step 4: Send the item(s) to Zendure and include your RMA number on the shipping label on the outside of the package. Do not write the RMA number on the green box.

Effective date: from December 16, 2025