Zendure - Return & Refunds

Return Policy

• HarmoniLiving offers a 30-day return period from the date the item was received for customers not satisfied with their Zendure purchase.
• To initiate a return, customers should contact HarmoniLiving and include their name, the specific Zendure item(s) they wish to return, and the order information, along with sufficient proof of purchase such as the order number from HarmoniLiving online purchases or a sales invoice.
• For returns involving a defective Zendure item, customers must provide the item's serial number and/or visual proof of the defect.
• In some cases, multiple proofs of purchase, such as a receipt of money transfer and confirmation of the item's original shipping address, may be necessary.
• HarmoniLiving's support team responds within 1-2 business days to process Return Merchandise Authorizations (RMAs) for Zendure products.
• All returns of Zendure products must be assigned an RMA number by HarmoniLiving. This number should be written on the shipping label on the outside of the package but not on the product's packaging.
• Packages without an RMA number on the return shipping label for Zendure products may not be accepted by HarmoniLiving's warehouse.
• HarmoniLiving does not accept returns of open-box Zendure products or items that are damaged or missing in-the-box accessories.

Refund Policy

• HarmoniLiving charges a transaction fee for refunds on Zendure products, which is 2.6% for credit card users and 3.6% for PayPal users.
• Refunds for Zendure products are credited back to the original payment method used for the purchase through HarmoniLiving.
• After HarmoniLiving receives the returned Zendure item(s), the refund process takes 5-7 business days. Customers should allow a complete billing cycle for the credit to appear on their credit card statement.

Shipping Fees

• Customers are responsible for all shipping charges and any other fees associated with returning Zendure products to HarmoniLiving.
• Shipping charges are not refundable.
• HarmoniLiving is not responsible for lost or damaged Zendure products during return transit.
• HarmoniLiving cannot accept returns of overstock inventory of Zendure products from authorized resellers more than 6 months or 180 days from the delivery date.

Return/Refund Process

• Customers wishing to return Zendure products purchased directly from HarmoniLiving must adhere to these return policy guidelines.
• For Zendure products purchased from an authorized reseller, customers should contact the reseller directly for returns and refunds.

Warranty

The warranty periods for our products are as follows:

Product	Base Warranty	Warranty Extension*	Total Warranty
SuperBaseV/Satellite Battery/Smart Home Panel	3 Years	2 Years	5 Years
400W Solar Panel/320W Solar Panel/Mobile EV Charger/All SuperBase V related accessories	3 Years	N/A	3 Years
SuperBase Pro/SuperBase M	2 Years	1 Year	3 Years
200W Solar Panel/All SuperBase Pro and SuperBase M related accessories	2 Years	N/A	2 Years
Power banks	2 Years	N/A	2 Years
Smart PV Hub and AB1000	10 Years	N/A	10 Years
PV Hub accessories, solar cables, battery cables and micro inverter cables	1 Year	N/A	1 Year

*A Warranty Extension is offered for some of our products. To receive a warranty extension, you’ll need to register your product in the Zendure app, and there may be additional costs or other conditions involved.The table above indicates the warranty periods for products purchased from Zendure or its retail partners. Warranty periods for products ordered through Zendure’s crowdfunding campaigns (Kickstarter, Indiegogo, etc.) may differ. Please review your product’s documentation for more information.

NOTE: THIS WARRANTY POLICY IS LIMITED TO ZENDURE PRODUCTS ONLY. IN THE CASE OF ANCILLARY PARTS OR ADD-ON DEVICES SUPPLIED BY ZENDURE, PLEASE REFER TO THE WARRANTY TERMS PROVIDED BY THE RELEVANT MANUFACTURER.

The effective warranty period starts from the date of the product’s purchase, as indicated on the appropriate invoice, receipt, or billing statement.To verify your purchase and to better serve you, we may require information about your order (the sales receipt including date of purchase, order ID/number, and the name of the retailer), your warranty card, and when applicable, your product's serial number.

Warranty Exclusions

In the event of damage related to the causes listed below, no warranty claims will be acknowledged or accepted. Claims that relate to defects that are caused by the following factors are not covered by Zendure’s warranty obligations.

(1) Can not provide proof of purchase

(2) Force majeure (storm damage, lightning strike, overvoltage, fire, thunderstorm, flooding; social causes such as war, turmoil, government intervention, strikes, embargoes, market conditions, etc.)

(3) Accidental damage, misuse, abuse, non-compliant use, normal wear and tear, theft, loss, or confiscation

(4) Improper application of electrical supply voltage, current and/or frequency

(5) Improper installation, commissioning, start-up, configuration, or operation (contrary to the guidance detailed in the installation manual supplied with each product)

(6) Inadequate ventilation and circulation resulting in insufficient cooling and natural airflow

(7) Modifications to any part of the product

(8) Unauthorized repair attempts

(9) Products whose serial number sticker or imprint has been removed, defaced or tampered with

(10) Products purchased from unauthorized dealers/resellers

(11) Free products/rewards/gifts

(12) Products used outside of the purchasing region, and products that are shipped to areas that are not easily accessible by courier or freight services, such as overseas or remote islands

(13) Cosmetic or superficial defects, dents, marks or scratches, which do not influence the proper functioning of the product

(14) This limited warranty does not cover any battery cell or product containing a battery cell unless you fully charge the battery cell within thirty (30) days of receiving the product and subsequently charge it at least once every 3 months. Failure to do so will void the warranty for the battery cell and coverage for any associated damage or malfunctions. It is preferable to fully charge it within seven (7) days of receiving the product.

(15) Our warranties are non-transferable from end user to end user.

Furthermore, this limited warranty and related service will not exceed the original cost of the Zendure product. Please note that these warranty terms and conditions are subject to change without prior notice. The Zendure Support Team reserves the right to make a final determination regarding warranty service eligibility, and to determine the appropriate solution, which may include replacement, repair, or refund, at its sole discretion.

Cancellation

If you need to cancel an order we offer a full refund for orders canceled within 24 hours of purchase if the item has not yet been shipped. If you request a refund more than 24 hours after the order was placed and before the item has been shipped, a transaction fee will be charged (2.6% for credit card users, 3.6% for PayPal users). Please note that once the item has been shipped, we are unable to cancel the order. If you have any questions or concerns regarding your order, please contact us for assistance. However, we do not offer compensation for any 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 assume any such losses that may arise from their cancellation.

How To Claim Your Warranty

Step 1: Claim your warranty on any channel below:

1. www.harmoniliving.com
2. Email our support team at support@harmoniliving.com

Step 2: Please be prepared with documentation or a short video with the following information:

1. Order number
2. Proof of purchase
3. Serial number
4. Visual proof depicting the defect (include video or photo)
5. Email address
6. Contact telephone number
7. Address for receiving the replacement

Step 3: The HarmoniLiving support team will make a final determination regarding warranty service with our RMA report. This may include options such as shipping the product for repair, on-site repair, or replacement.

Step 4: Ship the item(s) to Zendure with your RMA number included on the shipping label on the outside of the packaging. Do not