If you need to cancel an order placed on the official Zendure website, we offer a full refund for cancelled orders provided that the item has not yet been shipped from our warehouse (normally within two working days).

Important Note: Independent of our full refund, separate transaction fees may be charged by your payment channel (Bank, PayPal, Klarna, etc.) for processing the transaction. Please check with your payment provider for confirmation.

For orders that have already been handed over to the shipping company, direct cancellation is technically impossible. In this case, please contact us immediately to attempt a delivery recall, or simply perform a **package refusal** when it is presented by the courier. Zendure will issue a full refund once the shipment has been successfully returned to our warehouse.

At Zendure, we want our customers to be completely satisfied with their purchases. In accordance with European regulations, you have a legal right of withdrawal. Zendure voluntarily extends this period to **30 days** from the date of receipt of your item to make a return.

For returns not related to a quality defect, the return shipping costs are the sole responsibility of the customer. Due to the size, weight, and strict safety requirements applicable to batteries and high-capacity energy storage systems, organizing a dedicated and certified transport is mandatory. Depending on the product type and carrier, return shipping fees can vary between approximately **€150** and **€250**. These fees are purely indicative and fluctuate based on the product, collection address, and availability of authorized carriers.

Upon receipt at our logistics center, each product undergoes a thorough inspection. The final refund amount is determined by the actual condition of the product. If its value has decreased due to excessive handling beyond what is necessary to establish its nature, characteristics, and proper functioning, Zendure reserves the right to apply an appropriate deduction to the refundable amount.

Zendure undertakes to replace (at its own logistics expense) any Zendure product that fails during the applicable warranty period due to a defect in workmanship or materials if the product is not repairable.

Replacement with a Refurbished Model: For quality-related warranty claims, the defective product will be replaced with a factory-refurbished model of equal or greater value and specification, subject to stock availability. If no refurbished model is available, a new product will be shipped to you. In the exceptional case where replacement is not possible, Zendure will offer a partial refund calculated pro-rata based on the device's usage period. The expiration date of the replacement product's warranty remains tied to that of the originally purchased product.

To ensure fast and secure processing, our logistics center applies a strict **Return Merchandise Authorization (RMA)** policy. Any returned package must imperatively be linked to a valid RMA number, otherwise it will be systematically refused by our warehouse.

⚠️ *Please note that our administrative office in Düsseldorf is not a return center.*

Contact our support through one of our official channels:

To validate the authorization, please prepare and provide:

Our technical team will review your file within 1 to 2 working days and will provide you with the exact address of our partner warehouse as well as a shipping label. **Write the RMA number clearly on the shipping label on the outside of the package.** Never write directly on the original green cardboard packaging of the product.

Once the package is received and the quality inspection is validated by our warehouse (allow 5 to 7 working days), we will trigger your refund or ship your replacement.

Refunds are credited exclusively via the **original payment method** used for the purchase. Please note that a full billing cycle may be required depending on your banking institution for the credit to appear on your account statement.

Purchases via Resellers: This policy applies exclusively to products purchased directly from fr.zendure.com. If you purchased your equipment from an authorized distributor or a third-party marketplace, please contact them directly to apply their own return policies.

Zendure strictly respects consumer rights. If any point of this service policy conflicts with local or national laws and regulations of the country of purchase, the latter shall prevail by law.