EcoFlow Return & Refund Policy

We hope you love what you've ordered! But just in case you're not 100% satisfied, we've made the return process super easy.

Please note that return and refund policy may vary according to local laws and regulations.  

Cancellation

Customers can request a full refund within 24 hours after placing an order on escapeurbanlife.com. 

Please note that we will charge a transaction fee if you apply for the refund 24 hours after the order is placed and before delivery has been made (2.6% for credit card users, 3.6% for PayPal users, 3.5% for Affirm users, 3.3% for Klarna users). 

Orders cannot be canceled more than 30 days after they are shipped.

Return

The return service is currently available to US orders only. 

If you are unsatisfied with your purchase, you may return the purchased items complete in their original packing within 30 days of receiving them for an exchange or refund.

If 30 days have passed since your purchase, we cannot offer a refund or exchange.

For quality issues, we will give you a full refund or one-time free replacement within 30 days of receiving the items.

Please collect the package first if your order has been shipped and you want to return it. Then contact our Escape Urban Life Support via support@escapeurbanlife.com to obtain instructions to return.

Please note that a double shipping fee may be deducted from the original payment if you reject the shipments.

You’ll be charged for shipping and a transaction fee (2.6% for credit card users, 3.6% for PayPal users, 3.5% for Affirm users) in the event of a return on US orders.

Return Process

Contact Escape Urban Life Support at support@escapeurbanlife.com to start the return process. Please provide them with proof of purchase, such as an invoice.

You will receive instructions on how to properly pack the products and return them to EcoFlow directly. Please make sure all components are included in the package. 

Refund

After you have returned the product to their warehouse, we will issue a refund within 14 business days. You will be notified by email when your order is refunded. If you have not received the refund after 14 business days, please contact us via  support@escapeurbanlife.com.

Activate Warranty:

You must activate warranty through EcoFlow's website: https://www.ecoflow.com/us/login?redirect=us/support/warranty