Refund Policy
Cancellation
If you need to cancel an order on the official Zendure website, we offer a full refund for orders that haven't shipped yet (usually within two business days). Please note that your payment method (bank/PayPal, etc.) may incur a transaction fee. Please check with your payment provider for confirmation.
Please note that an order cannot be canceled immediately after shipment. Please contact us to recall the order or refuse delivery once it arrives at your address. Zendure will offer a full refund after the shipment has been successfully canceled or returned. Please note that your payment method (bank/PayPal, etc.) may incur a transaction fee. Please check with your payment provider for confirmation.
If you have any questions or concerns about your order, please contact us in the Help Center for support. However, we do not offer compensation for 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 be responsible for any losses that may result from cancellation.
Returns & Refunds
At Zendure, we want our customers to be completely satisfied with their purchases. If for any reason you're not satisfied with your purchase, you can return your products to Zendure within 30 days of receiving them.
At Zendure, we want our customers to be completely satisfied with their purchases. If for any reason you're not satisfied with your purchase, you can return your products to Zendure within 30 days of receiving them.
If the customer requests a return or exchange for reasons not attributable to quality within 30 days of purchase, the associated logistics costs (including but not limited to freight, taxes, and customs clearance fees) will be borne by the customer. The customer can contact Zendure customer service for a quote for the return costs. The associated logistics costs depend on the region where the customer returns the product.
Please note that we only accept returns and exchanges for products placed within 30 days of the purchase date and without any quality issues. Orders placed more than 30 days ago without quality issues cannot be refunded or exchanged. If the product has quality issues, the replacement will be handled according to the Zendure warranty policy. In the event of a conflict between the service policies and local laws and regulations, all applicable laws and regulations of the country will prevail.
To initiate a return, please contact us in the Help Center and provide your name, the items you wish to return, and your order information with sufficient proof of purchase, such as your order number from online purchases through Zendure or a sales invoice. You may need to provide more than one form of proof of purchase to process a warranty claim (for example, a receipt for the money transfer and confirmation of the address to which the item was originally shipped).
Buyers must also provide the serial number of the defective item and/or visible proof of the defect. Returning an item for quality control may be necessary.
The Zendure support team will respond within 1-2 business days to process the return authorization (RMA).
All returns must have an RMA number for processing.
Write the RMA number on the shipping label attached to the outside of the package. RMA numbers must be clearly marked on the return label of each package returned to Zendure. Do not write the RMA number on the green box.
Packages without an RMA number on the return label may not be accepted by our local warehouse.
Please note that your payment method (bank/PayPal, etc.) may charge a transaction fee. Please check with your payment provider for confirmation.
Please note that:
- Any returned item must not be an open box product.
- Each returned item must include the product manuals, cables, and all accessories. We will not accept returns if the product is damaged or missing accessories.
- Shipping costs are non-refundable, the customer is responsible for all shipping costs or other costs associated with transporting the product to our facility.
- Zendure is not responsible for lost or damaged products.
- Zendure will not accept returns of excess inventory from authorized resellers after 6 months from the delivery date.
After we receive the returned items, we'll allow 5-7 business days to process your refund. Refunds are applied only to the original payment used for the purchase. Please allow a full checkout 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 retailers should contact the retailer directly for returns and refunds. If you purchased the product directly from Zendure and would like to request a refund, please follow our returns and refund guidelines above.
Replacement
Please note that for warranty claims due to quality issues, the product will be replaced with an equivalent, refurbished model, if available. If a refurbished model is not in stock, a brand new product will be shipped. In cases where a replacement is not possible or desirable, Zendure offers a partial refund depending on the device's usage time.
Please note that for warranty claims due to quality issues, the product will be replaced with an equivalent, refurbished model, if available. If a refurbished model is not in stock, a brand new product will be shipped. In cases where a replacement is not possible or desirable, Zendure offers a partial refund depending on the device's usage time.
Contact us in the Help Center and provide your name, order number, and item information. Our team will respond within 1-2 business days to process the return authorization (RMA).
Once we receive the returned item, we will allow you 5-7 business days to process your replacement.
How to use your warranty
If you purchased from our authorized retailer, you can contact the retailer directly to request your warranty service. If it's more convenient for you, you can also follow the steps below to use our services. If you purchased from our official store, please refer directly to the steps below to request warranty service.
If you purchased from our authorized retailer, you can contact the retailer directly to request your warranty service. If it's more convenient for you, you can also follow the steps below to use our services. If you purchased from our official store, please refer directly to the steps below to request warranty service.
Step 1
Request your warranty on all channels as follows:
Request your warranty on all channels as follows:
- be.zendure.com
- Send a ticket to our Support Center
- Zendure Apps
Step 2
Prepare as follow with documentation or a short video:
Prepare as follow with documentation or a short video:
- Order number
- Proof of purchase
- Serial number
- Visible evidence of the defect (including video or photo)
- Email address
- Contact person's phone number
- Address to receive replacement.
Step 3
The Zendure support team will make a final decision regarding warranty service with an RMA report. This may include options such as shipping the product for repair, local repair, or replacement.
The Zendure support team will make a final decision regarding warranty service with an RMA report. This may include options such as shipping the product for repair, local repair, or replacement.
Step 4
Deliver the items to Zendure with a clear RMA number. Write the RMA number on the shipping label on the outside of the package. RMA numbers must be clearly marked on the return label of each package returned to Zendure. Do not write the RMA number on the green box.
Deliver the items to Zendure with a clear RMA number. Write the RMA number on the shipping label on the outside of the package. RMA numbers must be clearly marked on the return label of each package returned to Zendure. Do not write the RMA number on the green box.
Entry into force: from 08.01.2024.