At Avepower, we want you to be satisfied with your purchase. If you are not completely satisfied with your power bank or portable charger, you may be eligible to return it or request a refund in accordance with the policy below.
1. Return Period
You may request a return within 30 days of receiving your order.
To be eligible for a return:
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The product must be purchased directly from our online store.
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The product must be unused or in its original condition.
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The product should be returned with its original packaging, accessories, manuals, and other included items.
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You must provide your order number or other valid proof of purchase.
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The product must not have been damaged as a result of misuse, improper handling, unauthorized modification, or normal wear and tear.
Some products or promotional items may be subject to additional return conditions. If special conditions apply, they will be stated on the relevant product or order page.
2. Damaged, Defective, or Incorrect Items
If you receive a product that is damaged, defective, or different from what you ordered, please contact us as soon as possible.
Please provide:
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Your order number
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A description of the issue
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Clear photos or videos showing the product and the problem
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Photos of the packaging, if the package was damaged during delivery
After reviewing the information, we may offer a replacement, refund, or another appropriate solution.
For damaged or defective products, please do not return the item before receiving return instructions from us.
3. Change of Mind Returns
If you simply change your mind about your purchase, you may request a return within 30 days of delivery, provided that the product meets our return conditions.
For change-of-mind returns:
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The customer is generally responsible for the return shipping cost.
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The original shipping fee, if any, may not be refundable.
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The product must be returned in its original condition and packaging.
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Refunds will be processed after the returned product has been received and inspected.
4. Non-Returnable Items
Returns may not be accepted for:
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Products that have been used or damaged due to improper use
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Products with signs of unauthorized modification or repair
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Products damaged through accidents, liquid exposure, or improper storage
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Products missing essential accessories or original packaging
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Products returned after the 30-day return period
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Items purchased from unauthorized sellers or third-party retailers
If a product has a manufacturing defect, please contact us even if it does not meet the standard return conditions. We will review the situation and determine the appropriate solution.
5. How to Request a Return
To request a return, please contact us at:
Email: info@avepower.com
Hotline: +86 199 2513 7932
Please include the following information in your request:
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Order number
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Name used for the order
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Product name
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Reason for the return
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Photos or videos, if applicable
Our customer service team will review your request and provide return instructions if your return is approved.
Please do not send a product back to the office address unless our customer service team has provided return instructions.
6. Return Shipping
For products that are defective, damaged upon arrival, or incorrectly shipped due to our error, Avepower will generally cover the reasonable return shipping cost.
For returns due to a change of mind, incorrect personal preference, or other reasons not caused by Avepower, the customer is generally responsible for return shipping costs.
Because power banks contain lithium-ion batteries and may be subject to transportation regulations, please contact us before shipping a return. We will provide the appropriate return instructions.
7. Refund Process
Once we receive your returned product, we will inspect it to determine whether it meets the applicable return conditions.
If your return is approved, your refund will be issued to the original payment method.
Please allow additional time for your payment provider or bank to process the refund. The time required for the refund to appear in your account may vary depending on the payment method and financial institution.
If a returned product does not meet our return requirements, we may reject the return or provide a partial refund where appropriate.
8. Partial Refunds
In certain circumstances, a partial refund may be issued if:
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The product has been used beyond what is reasonably necessary to inspect or test it.
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The product or packaging has been damaged after delivery.
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Accessories or other components included with the original order are missing.
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The product is returned in a condition that reduces its resale value.
The amount of any partial refund will depend on the condition of the returned product.
9. Late or Missing Refunds
If you have been notified that your refund has been issued but have not received it, please:
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Check your original payment account.
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Contact your bank or payment provider.
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Allow additional processing time, as refunds may take several business days to appear.
If you still have not received your refund after the applicable processing period, please contact us at info@avepower.com with your order number.
10. Order Cancellation
If you need to cancel an order, please contact us as soon as possible after placing the order.
We will try to accommodate cancellation requests before the order has been processed or shipped. Once an order has been shipped, it may no longer be possible to cancel it, and you may need to follow the return procedure described above.
11. Exchanges
We may offer a replacement or exchange for products that arrive defective, damaged, or incorrect.
For change-of-mind purchases, exchanges may be handled as a return followed by a new order, depending on product availability.
12. International Returns
For international orders, return shipping may involve additional transportation requirements because power banks contain lithium-ion batteries.
Customers should not ship a power bank internationally without first contacting us and receiving return instructions.
Any customs duties, taxes, or other charges associated with an unauthorized return may be the responsibility of the customer.
13. Contact Us
If you have any questions about returns, refunds, exchanges, or your order, please contact us:
Avepower
Email: info@avepower.com
Hotline: +86 199 2513 7932
Office Address:
Unit C, 15th Floor, Building A, South China Digital Valley, Huanan Road, Minzhi Street, Longhua District, Shenzhen, Guangdong, China
We will review each return or refund request according to the applicable circumstances and provide assistance as promptly as reasonably possible.