UDPOWER Return & Refund Policy
We hope you love what you've ordered! But just in case you're not 100% satisfied, we've made the return process as easy as possible.
Manufacturers, suppliers, or publishers other than UDPWR.com may provide their own policies to you. Please contact them directly for further information. Please note that return and refund policies may vary according to applicable local laws and regulations.
Cancellation
Customers can request a full refund of the eligible product purchase price within 24 hours after placing an order on UDPWR.com.
Please note that if you request a cancellation more than 24 hours after the order is placed but before the order has been delivered, an applicable transaction fee may be deducted from the refundable amount:
- 2.6% for credit card users
- 3.6% for PayPal users
- 3.5% for Affirm users
- 3.3% for Klarna users
Orders cannot be canceled after they have been shipped.
Alaska & Hawaii Shipping Fee Notice: Any shipping fee charged for an order delivered to Alaska or Hawaii is separate from the product purchase price and is non-refundable, except where otherwise required by applicable law.
If an Alaska or Hawaii order is canceled or otherwise approved for a refund, the refundable amount will be calculated based on the eligible product purchase price and will exclude the original shipping fee charged for delivery to Alaska or Hawaii.
Return
Return service is currently available for U.S. orders only.
If you are unsatisfied with your purchase, you may return the purchased items, complete and in their original packaging, within 30 days of receiving them for an exchange or refund, subject to the terms and conditions below.
If more than 30 days have passed since you received your purchase, we cannot offer a refund or exchange under our standard 30-day return policy.
For verified quality-related issues reported within 30 days of receiving the product, UDPOWER will provide a full refund of the eligible product purchase price or a one-time free replacement, subject to the shipping terms described in this policy.
For customers located in the contiguous United States, eligible quality-related returns and replacement shipments will be handled according to our standard after-sales shipping policy.
Special shipping and refund rules apply to Alaska and Hawaii.
For orders delivered to Alaska or Hawaii, the original shipping fee is non-refundable. A "full refund" for an Alaska or Hawaii order refers to a refund of the eligible product purchase price only and does not include the shipping fee originally charged for delivery.
Customers in Alaska or Hawaii are also responsible for the actual shipping costs associated with after-sales service, including quality-related returns, exchanges, and replacement shipments.
If your order has already been shipped and you would like to return it, please accept delivery of the package first. After receiving the package, contact UDPOWER Support at support@UDPWR.com to obtain return instructions.
Please do not refuse or reject a shipment as a substitute for the authorized return process.
If a shipment is refused or rejected, applicable outbound shipping costs, return shipping costs, handling charges, carrier charges, or other related expenses may be deducted from the refundable amount.
For non-quality-related returns, customers are responsible for the applicable return shipping cost and transaction fee.
Applicable transaction fees for non-quality-related returns may include:
- 2.6% for credit card users
- 3.6% for PayPal users
- 3.5% for Affirm users
The fixed return shipping rates listed below apply only to eligible returns originating from the contiguous United States. These fixed rates do not apply to Alaska or Hawaii.
Return Process
To start a return, please contact UDPOWER Support at support@UDPWR.com.
Please provide your order number, proof of purchase, and a description of the reason for the return.
For product quality issues, our support team may request photos, videos, serial number information, troubleshooting results, or other information necessary to verify the issue.
After your return request has been reviewed and approved, our support team will provide instructions on how to properly pack and return the product.
Please make sure that all original components, accessories, manuals, cables, and other items originally included with the product are returned when applicable.
Products should be securely packaged to help prevent damage during transportation.
Please do not send a product back without first contacting UDPOWER Support and receiving return authorization and return instructions.
Unauthorized returns may be refused or may result in additional shipping, handling, or processing costs.
Refund
After the returned product has been received and processed at our warehouse, we will issue the applicable refund within 14 business days.
The refundable amount will be calculated based on the eligible product purchase price, less any applicable transaction fees, shipping charges, return shipping costs, handling fees, or other non-refundable charges described in this policy.
For orders shipped to Alaska or Hawaii, the original shipping fee is non-refundable.
If an Alaska or Hawaii order qualifies for a full or partial refund, including a refund resulting from a verified product quality issue, the refund will apply only to the eligible product purchase price and will exclude the original shipping fee paid for delivery to Alaska or Hawaii.
Shipping fees paid for Alaska or Hawaii orders will not be refunded together with the product purchase price, except where otherwise required by applicable law.
You will be notified by email when your refund has been processed.
Once UDPOWER issues the refund, the time required for the funds to appear in your account may vary depending on your bank, credit card issuer, payment provider, or financing provider.
If you have not received your refund after 14 business days following our confirmation that the refund has been issued, please contact us at support@UDPWR.com.
Return Shipping Cost
The return shipping rates listed below apply only to eligible return shipments originating from the contiguous United States.
Please note that the return shipping costs listed above include applicable shipping and handling fees.
The rates listed above are standard return shipping rates for the contiguous United States only and specifically exclude Alaska and Hawaii.
Alaska & Hawaii After-Sales Shipping and Refund Policy
Due to the significantly higher shipping costs and carrier restrictions associated with transporting portable power stations, lithium battery products, solar panels, and related products to and from Alaska and Hawaii, special shipping, return, replacement, and refund terms apply to orders shipped to these locations.
1. Original Shipping Fees Are Non-Refundable
Any shipping fee paid for delivery of an order to Alaska or Hawaii is non-refundable, except where otherwise required by applicable law.
If an Alaska or Hawaii order is approved for a refund, including a refund related to a verified product quality issue, the refundable amount will be calculated based on the eligible product purchase price only.
The original shipping fee paid for delivery to Alaska or Hawaii will not be included in the refunded amount.
2. Quality-Related Issues Within 30 Days
If a product quality issue is reported and verified within 30 days of delivery, customers in Alaska or Hawaii remain eligible for:
- A refund of the eligible product purchase price; or
- A one-time free replacement of the eligible product.
However, customers in Alaska or Hawaii are responsible for the shipping costs required to complete the after-sales process.
This means:
- The original shipping fee paid for delivery to Alaska or Hawaii is non-refundable.
- The customer is responsible for the actual return shipping cost when the product must be returned.
- The customer is responsible for shipping costs associated with sending a replacement product to Alaska or Hawaii.
The term "free replacement" refers to the replacement product itself and does not mean that shipping to or from Alaska or Hawaii is free.
3. Non-Quality-Related Returns
For non-quality-related returns from Alaska or Hawaii, customers are responsible for the actual return shipping cost and any applicable transaction fees.
The fixed return shipping rates shown in the table above do not apply to Alaska or Hawaii.
4. Actual Shipping Costs
Shipping costs for Alaska and Hawaii are not fixed and will be calculated individually based on factors including:
- Customer's shipping or return address
- Product type
- Package dimensions
- Package weight
- Available carrier service
- Carrier surcharges
- Applicable lithium battery or hazardous-material transportation requirements
Because portable power stations contain lithium batteries, available shipping services may also vary depending on the destination ZIP code, carrier service availability, and applicable dangerous-goods transportation restrictions.
UDPOWER Support will confirm the applicable shipping options and estimated or actual shipping costs based on the customer's address and product before the return, exchange, or replacement is processed.
5. Contiguous U.S. Address Recommended for After-Sales Service
Because shipping costs to and from Alaska and Hawaii can be significantly higher than those within the contiguous United States, customers in Alaska or Hawaii are strongly encouraged to provide a valid address within the contiguous United States for after-sales service whenever possible.
If the customer provides a valid contiguous U.S. address, UDPOWER may process an approved return, exchange, or replacement according to the after-sales shipping terms applicable to that contiguous U.S. address.
Any transportation, forwarding, relocation, or shipping costs between Alaska or Hawaii and the customer's provided contiguous U.S. address are the customer's responsibility and will not be reimbursed by UDPOWER.
For example, if a replacement product is approved and the customer provides a valid contiguous U.S. delivery address, UDPOWER may ship the replacement product to that address according to the applicable after-sales terms for the contiguous United States.
Any subsequent transportation of the replacement product from the contiguous U.S. address to Alaska or Hawaii must be arranged and paid for by the customer.
Similarly, if a product must be returned, the customer may arrange for the product to be transported from Alaska or Hawaii to a valid contiguous U.S. address before completing the authorized return process.
Any costs incurred in transporting the product from Alaska or Hawaii to the provided contiguous U.S. address remain the customer's responsibility.
6. Carrier and Dangerous-Goods Restrictions
Portable power stations and certain battery-powered products are subject to lithium battery and dangerous-goods transportation requirements.
As a result, after-sales shipping service may not be available to every ZIP code in Alaska or Hawaii, even when the customer is willing to pay the applicable shipping cost.
If available carrier service cannot transport the product to or from the customer's Alaska or Hawaii address due to dangerous-goods, lithium battery, or other carrier restrictions, UDPOWER may request that the customer provide a valid serviceable address within the contiguous United States in order to complete the after-sales process.
7. Authorization Required
Customers in Alaska or Hawaii must contact UDPOWER Support at support@UDPWR.com before returning any product or arranging an exchange or replacement.
Our support team will review the case, verify the applicable after-sales service, confirm available shipping options, and provide the applicable shipping cost and return or replacement instructions.
Please do not return products from Alaska or Hawaii without prior authorization and shipping instructions from UDPOWER Support.
Unauthorized returns may be refused and any resulting shipping, handling, storage, or carrier charges may be the customer's responsibility.
After-Sale Service Contact
Email: support@UDPWR.com
