Returns & Refunds
You have 30 days from delivery to return any item, for any reason. Here's exactly how it works.
At a glance
- Window
- 30 days from the day you receive your order
- Reasons
- Defective items and change of mind are both accepted
- Return label
- Free prepaid label included in your package
- Fees
- No restocking fee
- Refund
- To your original payment method within 10 days of receiving your return
1. Return window
You can return an item within 30 days of the date you receive it. The delivery date shown in your tracking information is the start of the 30-day window.
2. What you can return
We accept returns of both defective and non-defective items, including if you simply changed your mind.
To be eligible for a full refund, returned items must be:
- Unused and in new condition, without signs of installation, wiring or wear.
- Complete, with all included accessories, cables, manuals and parts.
- In the original packaging whenever possible. Large batteries and power stations travel most safely in their original box.
Items that arrive back incomplete, damaged by use or misuse, or with missing parts may be refused or refunded in part. If that happens, we’ll email you with photos and an explanation before deciding anything.
If an item is defective, it doesn’t need to be unused. See defective or wrong items below.
3. How to return an item
Step 1 email support@homebackupco.com with your order number, the items you’re returning and the reason. We reply within 1 to 2 business days with confirmation and instructions.
Step 2 pack the item securely, ideally in its original packaging, with all accessories.
Step 3 attach the free prepaid return label included in your package and drop it off with the carrier. If you can’t find the label, email us and we’ll send a new one.
Step 4 keep the return tracking number until your refund is complete.
Don’t ship a battery or power station that is swollen, leaking or damaged. Contact us instead and we’ll arrange a safe return or replacement.
4. Refunds
We inspect returned items when they arrive and issue your refund to your original payment method within 10 days of receiving the return. We’ll email you when it’s processed.
After we send the refund, your bank or card issuer may take a few additional business days to post it to your account.
| Situation | What’s refunded |
|---|---|
| Change of mind, item unused and complete | Full item price |
| Defective, damaged in transit or wrong item sent | Full item price plus any shipping you paid |
| Item returned incomplete or used (non-defective) | Partial refund, after we contact you |
There’s no restocking fee, and returns with our prepaid label are free.
5. Defective, damaged or wrong items
If your item arrives damaged, is defective, or isn’t what you ordered, email us within 30 days of delivery with your order number, a short description and photos or a video of the problem. We’ll send a replacement or a full refund, including any shipping you paid, and cover the return shipping.
Problems that appear after 30 days are covered by the manufacturer’s warranty. See how warranty claims work.
6. Exchanges
We don’t offer direct exchanges. To get a different item, return the original for a refund and place a new order for the item you want. This is the fastest way to get the right product, because your new order ships right away.
7. Cancelling an order
You can cancel your order free of charge any time before it ships. Email support@homebackupco.com with your order number as soon as possible. Once an order has shipped, it can’t be cancelled, but you can return it under this policy.
8. Late or missing refunds
If you haven’t received your refund within 10 days of the carrier showing your return as delivered to us, check with your bank or card issuer first, then email us and we’ll confirm the date and reference of the refund.
9. Questions about a return
Email support@homebackupco.com. Include your order number so we can help quickly.