After-Sales Policy (New)

Cancellation

Orders placed after 9 AM PST can be canceled until 9 AM PST on the next business day. Please note that only full order cancellations are allowed; partial cancellations are not permitted.

Orders placed on the Jackery website take approximately 15 minutes to be processed in our system. To request a cancellation within 24 hours, please email us at hello@jackery.com with your order number, at least 30 minutes after placing the order.

Orders that have exceeded the cancellation window or are shipped are still eligible for return and refund. Please check the Returns, Replacements, Repairs tab for details.

 

Returns, Replacements, Repairs

Jackery offers a 30-day return policy, starting from the date you receive your order, for products purchased directly from the Jackery website. For further questions or assistance, please contact our customer support team at hello@Jackery.com and provide your order details. Products that are custom-configured or branded to your specifications are not eligible for return.

Amazon Authorized Return slip with a barcode is not a shipping label. You must contact Jackery customer support team at hello@jackery.com to obtain an RMA number from Jackery, and we will send you a Jackery prepaid return label.

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 the Jackery website. There are a few important things to keep in mind when returning a Jackery product:

  • 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, are stocking fee will be applied and deducted from the refund amount.
  • 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. 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 sometime 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.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 Service Policy.

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 Service Policy 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. Or feel free to look into Trade In.

 

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

  • 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.
  • 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.