Refund Policy

Return & Refund Policy

We hope you can shop with confidence when purchasing from Zendure. If you change your mind about your purchase, you may request a return provided that the following conditions are met.

Eligibility

To request a 30-Day Return and Refund for any reason, all of the following conditions must be met:
  • The return request is submitted within 30 calendar days from the date you receive the product;
  • The product was purchased from the Zendure official website, Zendure's Amazon store, or another third-party online sales channel operated by Zendure;
  • The product and packaging are kept in good condition, with all accessories, manuals, and promotional gifts included, and the product remains suitable for resale;
  • You can provide proof of purchase, such as an order number or invoice.
The above conditions apply to Zendure's 30-Day Return Policy and do not affect consumers' statutory cancellation rights or other consumer rights under applicable law.

Exclusions

The following situations are not covered by Zendure's additional 30-Day Return and Refund Policy:
  1. More than 30 days: Orders more than 30 calendar days from the date of receipt are not eligible for Zendure's 30-Day Return and Refund Policy for non-quality-related reasons.
  2. Damage caused by the customer: The product has been damaged by the customer, including unauthorised disassembly, modification, water damage, dropping, or other similar circumstances.
  3. Missing accessories: The main product, accessories, packaging, or promotional gifts are missing, affecting resale.
  4. Dealer orders: Products purchased through authorised dealers or stores not operated by Zendure.
  5. Crowdfunding orders: Products purchased through crowdfunding platforms such as Kickstarter or Indiegogo are subject to the applicable crowdfunding terms.
  6. Refurbished products: Official refurbished products are not covered by this 30-Day Return and Refund Policy. Please refer to the information provided on the relevant product page.

Cancellation

  • Within 14 calendar days from the date you receive the product, you may request cancellation without giving a reason.
  • To request a return, please contact the Zendure Customer Service Team within the 14-day period. After submitting the return request, please return the product within 14 calendar days.
  • For returns that meet the requirements of the 14-day cancellation right, Zendure will cover the return shipping costs.
  • Zendure will process the refund after receiving the product or valid proof of return. The refund will be issued to the original payment method.
  • The standard delivery cost for the original order will also be refunded. If you selected a more expensive delivery option, the additional delivery cost will not be refunded.
  • If the product has diminished in value due to handling or use beyond what is necessary to inspect its nature, characteristics, and functionality, the corresponding amount may be deducted from the refund.

Return Process

Step 1: Contact Customer Service

Within the applicable return period, contact the original purchase channel or the Zendure Customer Service Team to submit your return request. support@zendure.com
Please provide the following information:
  • Order number;
  • Reason for return (a brief explanation is sufficient);
  • Proof of purchase.

Step 2: Order Verification

After receiving your request, our Customer Service Team will verify:
  • Whether the order is within the applicable return period;
  • Whether the purchase channel is covered by the return policy;
  • Product model and quantity.
Once the request has been verified, Customer Service will confirm the return method and who will be responsible for the return shipping costs.

Step 3: Return Method

Return Label Provided by Zendure

Zendure will provide a prepaid return label. For orders covered by Zendure's 30-Day Return and Refund Policy, Customer Service will determine the applicable return shipping cost based on the product weight and destination. The actual return shipping cost may be deducted from the refund amount.

Step 4: Pack and Return the Product

Please pack the product according to the following requirements:
  1. Use the original packaging where available and ensure that the product is protected from damage during transportation;
  2. Place the main product, all accessories, manuals, and promotional gifts in the package;
  3. For promotional orders, promotional gifts must be returned together with the purchased product. Otherwise, we reserve the right to deduct the actual value of the promotional gifts from the refund, to the extent permitted by applicable law;
  4. Place a note containing the order number inside the package to help our warehouse identify the return.

Step 5: Warehouse Inspection

After receiving the returned product, our warehouse will conduct an inspection:
  • Verify that the product model and quantity match the order;
  • Check whether the product is in good condition and whether there is any damage caused by the customer;
  • Check whether the accessories, packaging, and promotional gifts are complete.
The inspection usually takes 1–3 business days. If any issue is identified during the inspection, our Customer Service Team will contact you promptly.

Step 6: Refund

After the inspection is passed, we will process the refund. The refund will be issued to your original payment account (such as a credit card or PayPal). The time required for the funds to reach your account depends on the payment provider.

Return Shipping Cost

Non-quality-related issues: The customer is responsible for the return shipping costs. If Zendure provides a return label, the applicable return shipping costs will be deducted from the refund.
Quality-related issues: Zendure will cover the return shipping costs and provide a return label free of charge.

Refund Amount

  1. Full Refund: If the product, packaging, accessories, and promotional gifts are complete and in good condition, and the product remains suitable for resale, we will refund the actual amount paid for the order.
  2. Standard Delivery Cost Refund: For orders where the UK statutory cancellation right is exercised in accordance with applicable law, the standard delivery cost paid for the original order will be refunded. Any additional cost arising from the customer's choice of a more expensive delivery method will not be refunded.
  3. Deduction of Return Shipping Costs: For returns under Zendure's 30-Day Return Policy, if Zendure provides a return label, the actual return shipping cost incurred will be deducted from the refund amount.
  4. Deduction of Promotional Gift Value: If a promotional gift included with a promotional order is not returned with the purchased product, the actual value of the gift will be deducted from the refund amount.
  5. Diminished Value: If the product has diminished in value due to use, handling, or damage beyond what is reasonably necessary for inspection, Zendure will deduct the corresponding amount from the refund.
  6. Partial Refund: If the product shows minor signs of use but its functionality is not affected, a partial refund may be agreed based on the actual condition of the product.

Notes

  1. Return Label Validity: A Return Label is valid for 7 calendar days. Please use it within the validity period. After expiry, the label will no longer be valid.
  2. Keep Proof of Shipment: If you return the product yourself, please keep the shipping receipt, tracking number, and photos of the package until your refund has been completed.
  3. Returns for Quality Issues: If you believe your product has a quality issue, please provide a detailed description of the issue and relevant photos or videos when submitting your request. Our Customer Service Team will assist you with troubleshooting. Once the quality issue is confirmed, Zendure will cover the return shipping costs.
  4. Orders More Than 30 Days Old: Orders more than 30 days from the date of receipt are no longer eligible for Zendure's 30-Day Return and Refund Policy for non-quality-related reasons. If the product has a quality issue, we will provide after-sales support in accordance with applicable UK consumer law and our Warranty Policy.
  5. Dealer Orders: If you purchased the product through an authorised dealer, Zendure, as the manufacturer, will only provide technical support and replacement services and will not process refunds directly. Please contact the original purchase channel to arrange the return and refund.
  6. Statutory Consumer Rights: Nothing in this policy excludes, restricts, or affects any statutory rights you may have under applicable UK consumer protection laws.

Warranty Claims for Quality-Related Issues

Zendure warrants that its products are free from defects in materials and workmanship during the applicable warranty period.
If your product develops a quality issue during the warranty period, please contact Zendure through the Help Centre and provide:
  • Proof of purchase
  • Product model and serial number
  • Description of the issue
  • Photos or videos showing the issue
Zendure may ask you to perform troubleshooting or provide additional information necessary to assess the issue.
If the issue is confirmed to be a quality issue covered by the warranty, Zendure will provide an appropriate solution in accordance with the applicable warranty terms, including replacement or refund.
Where available, the product will be replaced with an equivalent factory-refurbished model. If no refurbished model is available in stock, a brand-new product will be shipped. Where replacement is not possible or preferred, Zendure may provide a partial refund based on the length of time the device has been in use. After we receive the returned product, please allow 5–7 business days for us to process the replacement.
If a product is replaced, the warranty period for the replacement product will be the longer of the following:
  • The remaining warranty period of the original product; or
  • 3 months from the date of replacement.
Please request an RMA number when arranging your return and write the RMA number on the shipping label on the outside of the package. If you return the product without obtaining an RMA number, we will still process your return and refund in accordance with applicable law, but processing may take longer.

Contact Us

If you have any questions, please feel free to contact the Zendure Customer Service Team: