Our goal is for you to be entirely delighted with your purchase. We take pride in the quality of the products we sell and in offering comprehensive customer service. If you are not 100% satisfied with your purchase, you can return the product for a refund within 30 days of purchase. You will be responsible for the shipping costs incurred.

Any product you return must be in the same condition you received it and in the original packaging. Please keep the receipt (an electronic receipt is okay.) Note that custom-built charging stations and DIY kits are not returnable. Any damaged or missing items must be reported to our customer support within 48 hours of delivery. If you received a defective item, please notify our customer support team at (307) 323-3907. We will try to identify the problem and offer an appropriate solution such as repair or exchange.

Bluetti:

Refund

• We offer a 30-day hassle-free money-back guarantee (We only provide prepaid return label for quality problem products. Other than that, customers need to pay for the return shipping fee.). 
• Generally speaking, if the customer receives the product, contact us to return it. After the customer returns the goods, we will refund the customer about 4-7 working days. we will refund your order directly from the backend of the Shopify website or via PayPal
• Please note-30-Day money-back guarantee not applicable on unpacked/used products. Please make sure the package is in good condition and will not affect the re-sale. In addition, the shipped orders cannot be refunded during transportation.

Valid Proof of Purchase

• Please provide valid purchase voucher, including purchase channel, order number, shipping tracking number and other information.
• Sales invoice or order confirmation email that clearly shows the description of the product, its price and sales channel
• Please note that more than one type of proof of purchase may be required to process a warranty claim (such as receipt of money transfer and confirmation of address item was originally shipped to)
• *The defective item’s serial number (usually on the bottom of the product) and/or visible proof (eg: Short video) depicting the defect will be required

How to Return/Replace/Repair an Item

• Contact info@smartenergyfactory.com for a Return Merchandise Authorization (RMA) Number. BLUETTI will not accept returned items without prior authorization and RMA
• Write the RMA number on the shipping label outside the *RMA numbers should be clearly displayed on the shipping label of returned package. Do not write the RMA number directly on the box. Packages without an RMA number on the return shipping label may not be accepted by our local warehouse
• BLUETTI will repair/replace(at BLUETTI’s expense) any faulty products during the warranty period. A replacement resumes the warranty period left of the original order
• We will proceed with replacement in 14 business days after confirming that the defective item is received at our warehouse. The final resolution is subject to the availability of the replacement items

Shipping costs should be paid by customer in the following situations:

• Returning products without any proven defect
• Warranty claims on items taken outside the original country of purchase
• Returning items claimed to have defects but found to be in proper functioning status by BLUETTI
• Costs related to unauthorized returns (any returns made outside the approved warranty process)