After-sales Policy
- Purpose
This policy aims to improve your after-sales experience and standardize processes to provide high-quality and efficient services. - Applicable Customers
Applicable customers have purchased EcoFlow products and request after-sales services directly from EcoFlow in this region. If some ECommerce platforms, sales channels, or customers promised different after-sales policies with the following description, please get in touch with your place of purchase to implement your warranty.
NA Region Indonesia - After-Sales Service Contact Information
The customers can reach Ecoflow by the following contact:
Phone Number: +62813-2391-8092 (08:30 AM – 05:30 PM)
E-mail: ecoflow@smartechsolutions.id
Smartechsolutions.id/ecoflow_id Online Support: Mon-Fri (08:30 AM – 05:30 PM) - Product Series
DELTA Series | RIVER Series | Solar Panels | Ecosystem Products | Power Banks | Accessories, Extra Batteries |
---|---|---|---|---|---|
DELTA Pro | RIVER Pro | 400W | Smart Home Panel | RIVER Bank | DELTA Pro Smart Extra Battery |
DELTA Max | RIVER Max | 160W | Smart Generator | Rapid Power Bank | DELTA Max Smart Extra Battery |
DELTA1000 | RIVER | 110W | Double Voltage Hub | Rapid Plus Power Bank | RIVER Pro Extra Battery |
DELTA Mini | R600 Pro | 85W | EV X-Stream Adapter | RIVER Extra Battery | |
DELTA | R600 Max | 60W | Solar Tracker | Cables & Chargers | |
R600 | 50W | Cases | |||
RIVER 412 | 21W | ||||
RIVER 370 |
*Table updated Oktober 2024
This limited warranty policy only applies to EcoFlow’s products purchased in Indonesia
- Warranty Period of Main Parts
Category | Warranty |
---|---|
RIVER 2 (256Wh 300W) | 5 Years |
RIVER 2 Max (512Wh 500W) | 5 Years |
RIVER 2 Pro (768Wh 800W) | 5 Years |
DELTA 2 (1,024Wh 1,800W) | 5 Years |
DELTA 2 Extra Battery (1,024Wh) | 5 Years |
DELTA 2 Max (2,048Wh 2,400W) | 5 Years |
DELTA 2 Max Extra Battery (2,048 Wh) | 5 Years |
DELTA Pro (3,600 Wh 3,600 W) | 2+3 Years |
DELTA Pro Extra Battery (3,600W) | 2+3 Years |
WAVE 2 (5,100 BTUs cooling and 6,100 BTUs heating) | 1+1 Year |
WAVE 2 Add on Battery (1,159Wh) | 2 Years |
Glacier (38L large capacity) | 1+1 Year |
Glacier Plug-in Battery (298Wh plug-in battery) | 1 Year |
Car Alternator Charger (800W, 3 in 1 charger, maintainer & jump starter) | 2 Years |
Transfer Switch (Auto & Manual ATS to EF Power Station) | 1 Year |
Smart Home Panel Hybrid Solution (Charge Power 3,400W) | 1 Year |
Smart Generator (GAS) (4 Liter Tank Capacity; Unlead Gasoline) | 2 Years |
Portable Solar Panel (110W, 160W, 400W) & Portable Bifacial Solar Panel 220W | 1 Year |
Rigid Solar Panel (1 set; 2pcs) (400Wp) | 10 Years |
Flexible Solar Panel 100W (100Wp) | 3 Years |
Modular Power Kit – Comb 3 (Off Grid Solution) (Power Hub with Adapter + Cable Pack + Distribution Panel + Console) | 5 Years |
Power Kit Battery 2kWh (Off Grid Solution) (2,000Wh LFP Battery) | 5 Years |
Power Kit Battery 5kWh (Off Grid Solution) (5,000Wh LFP Battery) | 5 Years |
*Table updated October 2024;
- Warranty Period Determination
a. Valid Proof of Purchase:
The following proof of purchase documents are required when customers claim a warranty from EcoFlow:
1) Orders placed on EcoFlow: Sales invoice, order confirmation email, and logistics information that clearly show the description of the product, price, sales channel, sales date, and delivery date;
2) Products purchased from other channels: Valid purchase invoice, logistics evidence, or order number(s) confirmed by EcoFlow customer service team;
b. Warranty Start Date:
1) The warranty period begins the day your product is received at your delivery address.
2) Most EcoFlow products have a warranty of over 12 months. If you cannot locate shipping information to prove your warranty start date, we will default to a 30-day shipping time from your date of purchase, with the warranty starting 30 days after purchase.
c. Defect Reporting Date:
Whether or not your defect is covered under warranty depends on the date you report your defect. The defect reporting date can be from one of the following methods: Phone contact date, support email date, or app report date. The earliest of which shall be considered your defect report date.
d. Unconditional Return Period:
You can return your product unconditionally within 30 calendar days of receiving it, provided it was ordered on EcoFlow in Indonesia.
e. Warranty Repair Service Period:
According to the warranty as mentioned earlier table in the section warranty period, products under warranty that do not meet the requirements of refund or replacement can request a warranty repair service.
f. The replacement product or parts will either inherit the remaining warranty period of the original product or be given at least 3 months warranty, the longer period shall prevail.
This limited warranty policy only applies to EcoFlow’s products purchased in Indonesia
Unconditional Returns Policy
a. Unconditional returns policy only applies to Orders placed on EcoFlow in Indonesia; customers can request a return within 30 days after receiving the product;
b. For products purchased from other Channels EcoFlow does not accept unconditional returns, please get in touch with your purchase channel first;
c. Customers can request a refund for unconditional returns after confirmation with EcoFlow customer service.
Requirements of Refunds & Replacements
a. For the product and all accessories, no man-made damages are found;
b. All accessories and parts need to be sent back to EcoFlow with the main product;
c. Parts and accessories should be securely packaged for return delivery to ensure good condition and to prevent damage during transportation.
Product Returns Process
a. Providing your product has been received and it has been less than 30 calendar days, you can register your order in our return center
b. Our Support Team will determine whether your order is eligible. After confirming your order is eligible, they will give you a Return Material Authorization (RMA) number and provide you with a prepaid return shipping label (label to be determined by the support team). They will also provide instructions on how to properly package the product to return it safely. Do not ship the product until you have received the proper safety directions on how to ship the product. You must clearly mark the RMA number on the package and include your proof of purchase date with the product;
c. EcoFlow will process your return request according to the return policy.
d. Please do not return the items without the RMA confirmation from the EcoFlow Customer Support Team. For returns without confirmation, the refund or replacement may not be processed;
Policy of Refunds & Replacements
a. If there are quality issues with your product, we will give you a full refund or one-time free replacement after you receive the goods;
b. After EcoFlow receives your refund request, we’ll issue the refund within 14 business days after we receive your product. We will then notify you by email once your refund has been processed. If you don’t receive the refund after 14 business days, please contact ecoflow@smartechsolutions.id
c. After EcoFlow receives your product replacement request, we’ll send a replacement product within 7 business days after receiving your product. Providing EcoFlow has sufficient stock, you’ll be notified by email with logistics information.
Refunds & Replacements may not be provided when:
– The refund/replacement is requested after 30 days of receiving the product.
– The product is returned without confirmation by the EcoFlow customer service team.
– Legal proof-of-purchase, receipts, or invoices are not provided, can’t be found, or are reasonably believed to have been forged or tampered with.
– A product sent to EcoFlow does not include all the original accessories, attachments, and packaging, or it contains items damaged by user error.
– Evidence is found of damage t caused by collision, scorching, or unauthorized use or modification of the product, including exposure to moisture or water, entry of other foreign items (including but not limited to oil, sand, etc.), or improper installation or operation of the product is found.
– Product labels, serial numbers, water damage marks, etc. show signs of tampering or alteration.
– Damage is caused by uncontrollable external factors, including fires, floods, high winds, lightning strikes, or traffic accidents.
– The product has not been sent back to EcoFlow within 15 calendar days after confirmation from EcoFlow.
– Other circumstances that are not stated in this policy but EcoFlow has sufficient proof to refuse.
This limited warranty policy only applies to EcoFlow’s products purchased in Indonesia
Warranty Repair Service
a. If the product is under warranty the customer can request EcoFlow to repair their product if it is not functioning as intended;
b. The customer can request repair when the following conditions are met:
√The product has a manufacturing defect during the warranty period.
√A valid proof-of-purchase, receipt, or order number for the warranty service is provided.
c.In the following cases, EcoFlow will not be able to provide free warranty services for your product during the warranty period:
a. The warranty period of the product has expired.
b. Unable to provide proof of purchase and relevant documents, or unable to prove that the product is within the warranty period.
c. Product identification information (such as barcodes, model numbers, warning icons, etc.) has been altered or worn off.
d. Unauthorized modifications to product software or hardware, use of unofficial or unauthorized accessories, third-party devices, use of the product under conditions not recommended by the official guidelines, and any damage caused by failure to follow instructions in the quick guide, user manual (or other relevant documents), improper use, maintenance, etc.
e. Damage caused by force majeure (including but not limited to earthquake, fire, flood, war, lightning strike, theft, etc.).
f. Any failure or damage to the product caused by external factors such as collisions and burns, including but not limited to exposure to high temperature and humidity, oily or smoky environment, intrusion of foreign substances (liquids, corrosive substances, oxidation, insects, sand, etc.), improper installation or operation.
g. Damage caused by repairs by persons or institutions not authorized by EcoFlow.
h. Natural damages to the surface of the product (abrasions, scratches, etc.) that do not affect its functionality and normal usage.
i. Unauthorized alteration of warranty cards or warranty statements.
j. The product has been found to be free from defects after all appropriate testing performed by EcoFlow or a repair service center authorized by EcoFlow.
k. Products that have been modified or disassembled without authorization.
l. Products purchased from unauthorized resellers.
m. Non-commercial versions of the product are not covered by the warranty.
n. The product has not been sent back to EcoFlow 15 calendar days after warranty repair confirmation from EcoFlow.
o. Other circumstances not listed in this Policy but EcoFlow has reasonable grounds to refuse the request.
Paid Repair
Paid repair is required in the following situations:
a. The product is warranty has expired.
b. All conditions that do not belong to Warranty Repair Service.
4.3 Quotation criterion of paid repair.
Paid repair is required for conditions that are not covered by Warranty Repair Service. Reasonable cost will be charged with the following categories:
a. Spare parts cost.
b. Labor cost.
c. Logistics cost.
Logistics costs can be referenced. Cost is based on the weight and volume of the product:
Product | Shipping Cost |
---|---|
DELTA | |
RIVER 370 | |
RIVER | |
RIVER Extra Battery | |
RIVER Max | |
RIVER Pro | |
RIVER Pro Extra Battery | |
DELTA Max | |
DELTA Pro | |
RIVER Plus | |
RIVER Max Plus | |
110W/160W solar panel | |
Other Products |
a. Ecoflow does not provide global warranty for products, and the warranty service can only be fulfilled at a designated EcoFlow repair center.
b. To repair the product at an EcoFlow repair center and in the event that the product was purchased in another region, customers can still apply for a repair at an additional cost (depending on spare part availability). Some products do not support cross-regional repair even if the customer is willing to pay for the service. For more details, please contact EcoFlow Support.
c. Cross-regional replacement service is not available for different versions of the same product.
d. The customer will need to bear customs duties, taxes, customs clearance, and other costs incurred due to cross-regional repair, regardless of whether it is regarding the warranty repair service or the paid repair service.
a. All refurbished products meet the normal required standards for use and can be used just as with an ordinary unit.
b. Refurbished units are produced and certified by EcoFlow and can therefore benefit from the same after-sales services, including warranty. However, if a replacement is required, reasoning related to appearance, or applications without reason will not be accepted.
c. Customers should ensure the refurbished product has been purchased from an authorized seller. The serial number of the product should match our database records. If the product is not found in our database, the service will not apply.
This limited warranty policy only applies to EcoFlow’s products purchased in Indonesia
a. Customers need to check the product for damages before signing for receival. If there are any problems, please contact EcoFlow and provide the corresponding certification or proof. When signing receival for products, the customer needs to check whether the product is intact and undamaged. If left unchecked, it will be deemed that the customer considers that the product is functioning and not damaged. If the product is damaged during transportation, please contact EcoFlow within 24 hours;
b. In the event that the customer sends a product to EcoFlow without advance authorization from EcoFlow’s after-sales team, EcoFlow has the right to reject the package, and any loss or damage shall be covered by the customer;
c. If the customer sends a product back to EcoFlow by COD(cash-on-delivery) without authorization of EcoFlow in advance, the package may be rejected due to payment failure; the customer shall bear any direct or indirect loss during this operation;
d. The customer shall send back the product to the specified and unique address according to the instructions of the EcoFlow service team. In the event that a product is sent to any other address by mistake, EcoFlow shall not be responsible for the safety or transfer of product, even if the address is relevant to EcoFlow;
e. The customer needs to make sure that the receiving addresses are correct and are updated. If the receiving address provided by the customer is wrong, or the recipient refuses to receive the product, the loss caused shall be covered by the customer.
f. Customs Clearance: EcoFlow will not bear any customs clearances incurred.
This limited warranty policy only applies to EcoFlow’s products purchased in Indonesia
Before requesting after-sales service, the following steps must be taken:
√Follow the service procedures specified by EcoFlow;
√Follow the instructions of the EcoFlow service team and provide a product defect description and any relevant information of the recipient;
√Remove all additional parts. Alterations and attachments are not covered under warranty;
√Ensure that the product or parts are free of any legal restrictions that prevent repair or replacement.
This limited warranty policy only applies to EcoFlow’s products purchased in Indonesia
For some circumstances, this policy does not cover, the customer and EcoFlow shall discuss to find a solution based on fact and proof.
This limited warranty policy only applies to EcoFlow’s products purchased in Indonesia
When receiving service, EcoFlow is responsible for loss or damage to your product only while it is in EcoFlow’s possession or in transit, If EcoFlow is responsible for transportation. Under no circumstances, and notwithstanding the failure of the essential purpose of any remedy set forth herein, shall EcoFlow, its affiliates, suppliers, resellers, or service providers be liable for any of the following even if informed of their possibility and regardless of whether the claim is based in contract, warranty, negligence, strict liability or other theory of liability:
1) Third-party claims against you for damages;
2) Special, incidental, punitive, indirect, or consequential damages, including but not limited to lost profits, business revenue, goodwill, or anticipated savings. In no case shall the total liability of EcoFlow, its affiliates, suppliers, resellers, or service providers for damages from any case exceed the amount of actual direct damages, not to exceed the amount paid for the product. The foregoing limitation does not apply to damages for bodily injury (including death), damage to real property, or damage to tangible personal property for which EcoFlow is liable under law. As some states or jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, the above limitation or exclusion may not apply to you.
This limited warranty policy only applies to EcoFlow’s products purchased in Indonesia
This policy provides you with extra and specific legal rights. You may have other rights according to the applicable laws of your state or jurisdiction. You may also have other rights under a written agreement with EcoFlow. Nothing in this policy affects your statutory rights, including the rights of consumers under laws or regulations governing the sale of consumer products that cannot be waived or limited by agreement.
This limited warranty policy only applies to EcoFlow’s products purchased in Indonesia.
* EcoFlow reserves the right of the final interpretation of the above customers’ after-sales policy.
This limited warranty policy only applies to EcoFlow’s products purchased in Indonesia.