Warranty & Returns

Limited Warranty

Undertwok, in collaboration with Jackery, ensures that all Jackery products sold through Undertwok will be free from defects in workmanship and material under normal consumer use during the specified warranty period, as detailed in the ‘Warranty Period’ section below. This warranty is subject to the exclusions outlined in this statement.

This warranty represents Undertwok’s complete and exclusive warranty commitment, with the fulfilment process managed by Jackery. Undertwok, nor Jackery, will not accept nor delegate any additional liability in connection with our product sales.

Warranty Period

Jackery power products purchased through Undertwok come with a 24-month warranty. This period begins on the date of purchase by the original consumer purchaser. Proof of purchase, such as the original sales receipt or other valid proof, is required to determine the start of the warranty period.

Exchange

Should a Jackery product, purchased through Undertwok, fail due to defects in workmanship or materials during the warranty period, Undertwok will facilitate the replacement of the product at Jackery’s expense. The replacement product will carry the remainder of the original product’s warranty.

Limited to Original Consumer Buyer

This warranty applies exclusively to the original consumer purchaser of the Jackery product and is not transferable to subsequent owners.

Exclusions

The warranty does not cover:

• Products that have been misused, abused, modified, damaged accidentally, or used for anything other than normal consumer use as authorised in Jackery’s product literature.
• Attempted repair by anyone other than an authorised service centre.
• Products purchased through online auction houses.
• Battery cells, unless charged within seven days of purchase and at least once every six months thereafter.

Customer Support:

For warranty service, please contact Undertwok’s customer service team at shopmanager@undertwok.com

Refund Policy

Undertwok offers a 30-day money-back guarantee for goods purchased directly from the Undertwok platform, subject to Jackery’s terms. If you are not satisfied, contact us within 30 days of purchase. Upon product receipt and confirmation, we will issue a full refund.

To initiate a return, please contact Undertwok customer support during business hours. Conditions for the 30-day return include:

• Purchase from Undertwok.
• Initiation of the return process within 30 days from purchase.
• Return of the product in its original packaging, in new or as-new condition, with a return authorisation number.

Late or Missing Refunds

If you haven’t received a refund, first recheck your bank account. Credit card payments will be refunded upon product receipt, which may take 7-10 business days to reflect on your statement. Subsequently, contact your credit card company and bank for possible delays. If the refund is still missing, please contact us at shopmanager@undertwok.com.

Return & Refund Conditions

Jackery products that are custom configured, branded to your specifications, or purchased from a third party are not eligible for return or refund.

How to Return an Item

For returns, obtain a Return Material Authorisation (RMA) number by contacting Undertwok. Returns without prior authorisation and an RMA number will not be accepted.

Process for Returning Product

1. Obtain an RMA Number: Contact Undertwok for assistance.
2. Write the RMA number on the shipping label, not on the box itself. Packages without an RMA number on the label may not be accepted.

Warranty Period

BLUETTI products purchased through Undertwok warrant that the product will be free from defects in workmanship and material to the original consumer purchaser.

The warranty period starts on the date of purchase by the original consumer purchaser,

For the product of portable power station, the warranty period varies from 24 months to 72 months.

For the product of home backup system, the warranty period varies from 48 months to 60 months.

For the product of solar panel and accessories as cable, charger etc, 12 months is provided for the warranty service.

Warranty Statement

Any defects in material, workmanship of your product will be covered after you provide any valid proof of purchase and information including but not limited to:

A purchased order number made through the Undertwok official store.

Sales invoice or order confirmation email that clearly shows the description of the product, its price, and sales channel.

Note: The limited warranty is restricted to the country of purchase. The warranty will be invalid on the items once they are taken or shipped to other countries.

No warranty for gifts product and Warranty period may vary by country subject to local laws and regulations.

Exclusions of Warranty

Misused, abused, damaged by accident or damaged due to force majeure (e.g. lightning strikes, tornadoes, hurricanes, etc.);

Unauthorised modification, repair, dis-assembly or operation not in accordance with the official instructions or manuals;

Purchased from unauthorized resellers;

Use for special application other than normal consumer use;

Lost, stolen or full refunded product;

Any defect or damage caused by exposure to excessive heat, cold, liquids or other external causes;

Invalid proof of purchase;

Warranty period expired

The battery model on the warranty certificate does not match the actual item;

Unauthorised alteration on the warranty certificate;

Product wear and tear through the usage of time.

Shipping damage. (We strongly recommend keeping the original box and all original packaging to ensure safe shipping when claim warranty)

Return and Refund

Order Cancellation:

Order Cancellation can be requested by customer within 48 hours after placing an order by email or phone with the Undertwok official store.

If the product has been shipped, an intercept fee will be charged.

Claim Process

Please contact us via Email: shopmanager@undertwok.com, for any assistance with the product.

For any warranty claims, service performed by Undertwok, BLUETTI or local authorised service partner, subject to the options below:

Repaired by BLUETTI service centre, or swap for a replacement product with equivalent specifications according to model and service life

In case of replacement, a refurbished model of equal value may be provided and the delivery of the replacement will be arranged within 7 business days (subject to changes caused by force majeure) after confirming the defective item has been received at BLUETTI warehouse.

A swap product assumes the remaining warranty of the original product or thirty (30) days from the date of replacement, whichever is greater.

30 days money-back guarantee will be automatically credited to your order.

Warranty Extension

The warranty extension is now only applicable for the model of AC200MAX, AC200P or B230 purchased from the Undertwok official website with protection against damage without service fee.

Any purchases of the four models from other platforms are required to submit the application for extended warranty by the link below:

https://www.bluettipower.eu/pages/product-registration

Disclaimer of Implied Warranties

This limited warranty is in place of all other expressed or implied warranties, including any warranty of fitness for a particular purpose or use and any implied warranty of merchantability otherwise applicable to BLUETTI portable solar generators. BLUETTI and its affiliated companies shall not be liable for any special, incidental or consequential damages, including lost profits. There are no warranties extended other than as provided herein.

This limited warranty may be modified only by BLUETTI. Any implied warranties allowed by law shall be limited in duration to the terms of the express warranty provided herein. Some states do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you.

This warranty gives you specific legal rights. You also have other rights from state to state. BLUETTI’s only liability shall be the repair or replacement as stated above.

Warranty Period

EcoFlow products purchased through Undertwok warrant that the product will be free from defects in workmanship and material to the original consumer purchaser.

The warranty period starts on the date of purchase by the original consumer purchaser,

For the product of portable power station, the warranty period varies from 24 months to 72 months.

For the product of solar panel and accessories as cable, charger etc, 12 months is provided for the warranty service.

Warranty Statement

Any defects in material, workmanship of your product will be covered after you provide any valid proof of purchase and information including but not limited to:

A purchased order number made through the Undertwok official store.

Sales invoice or order confirmation email that clearly shows the description of the product, its price, and sales channel.

Note: The limited warranty is restricted to the country of purchase. The warranty will be invalid on the items once they are taken or shipped to other countries.

No warranty for gifts product and Warranty period may vary by country subject to local laws and regulations.

Warranty Timeline

Exclusions of Warranty

Misused, abused, damaged by accident or damaged due to force majeure (e.g. lightning strikes, tornadoes, hurricanes, etc.);

Unauthorised modification, repair, dis-assembly or operation not in accordance with the official instructions or manuals;

Purchased from unauthorised resellers;

Use for special application other than normal consumer use;

Lost, stolen or full refunded product;

Any defect or damage caused by exposure to excessive heat, cold, liquids or other external causes;

Invalid proof of purchase;

Warranty period expired

The battery model on the warranty certificate does not match the actual item;

Unauthorised alteration on the warranty certificate;

Product wear and tear through the usage of time.

Shipping damage. (We strongly recommend keeping the original box and all original packaging to ensure safe shipping when claim warranty)

Return and Refund

Order Cancellation:

Order Cancellation can be requested by customer within 48 hours after placing an order by email or phone with the Undertwok official store.

If the product has been shipped, an intercept fee will be charged.

Claim Process

Please contact us via Email: shopmanager@undertwok.com, for any assistance with the product.

For any warranty claims, service performed by Undertwok, EcoFlow or local authorised service partner, subject to the options below:

Repaired by EcoFlow service centre, or swap for a replacement product with equivalent specifications according to model and service life.

In case of replacement, a refurbished model of equal value may be provided and the delivery of the replacement will be arranged within 7 business days (subject to changes caused by force majeure) after confirming the defective item has been received at EcoFlow warehouse.

A swap product assumes the remaining warranty of the original product or thirty (30) days from the date of replacement, whichever is greater.

30 days money-back guarantee will be automatically credited to your order.

Warranty extension 

You can extend the warranty for products purchased between January 1, 2022, and August 31, 2022, by registering on the official website on or before October 15, 2022.

Warranty cannot be extended for products purchased before January 1, 2022.

Customers who have purchased products on or after September 1, 2022 will enjoy the warranty period (with warranty extension) listed in the table above. Customers are advised to complete registration as early as possible.

Disclaimer of Implied Warranties

This limited warranty is in place of all other expressed or implied warranties, including any warranty of fitness for a particular purpose or use and any implied warranty of merchantability otherwise applicable to EcoFlow portable solar generators. EcoFlow and its affiliated companies shall not be liable for any special, incidental or consequential damages, including lost profits. There are no warranties extended other than as provided herein.

This limited warranty may be modified only by EcoFlow. Any implied warranties allowed by law shall be limited in duration to the terms of the express warranty provided herein. Some states do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you.

This warranty gives you specific legal rights. You also have other rights from state to state. EcoFlow’s only liability shall be the repair or replacement as stated above.